October 1996


Reengineering in Health Care: Chain Hand-Offs and the Four-Phase Work Cycle

by Chaplin, Edward

The linguistic networks of human interaction are key to successful communication between customers and providers. In health care delivery, these interactions are elements of a chain of hand-offs and workflow cycles. At Continental Rehabilitation...


Are Students the True Customers of Higher Education?

by Sirvanci, Mete

Whether students are customers depends on their roles. Clarifying these roles will help institutions of higher education improve customer focus and the implementation of total quality management. The Malcolm Baldrige National Quality Award education...


Research for the Next Generation of Quality

The National Science Foundation's Transformations to Quality Organizations (TQO) program has committed $9 million during 1994-97 to research on quality management and engineering. Supported by the American Society for Quality Control and the Leadership...


Eight Points for More Useful Surveys

by Nogami, Glenda Y.

Optimized survey methods assure useful information for clients. It is important to realize that clients are those who receive the survey results, while customers are the survey targets. The target respondents should be representatives of the...


Open Access

Can U.S. Schools Be Managed for Improvement?

by Cummings, Leonard; Lunsford, Jim

Systems thinking and the principles of quality management can improve education. "System" can be operationally defined so that it applies to public schools. The public school system must become stable enough to bring its processes into control while...


Presidential Candidates Tackle Today's Quality Issues

by Stratton, Brad

President Bill Clinton and Senator Bob Dole respond to questions on five quality issues. On health care, Clinton cites the Health Insurance Reform Act; his support for Medicare, Medicaid, and the Women, Infants, and Children Program; research funding...


VIA Rail Puts the Brakes on Runaway Operations

by Bemowski, Karen

The empowered employees (known as colleagues) of VIA Rail Canada Inc. have reduced costs and improved customer service since Terry Ivany became president and chief executive officer. From 1992 to 1995 VIA has reduced its federal payments for train...


Becoming Partners with Internal Customers

by Drew, James H.; Fussell, Tye R.

Continuous surveys of local telephone company (telco) supply-order managers give GTE Supply the data it needs for quality improvements. Telco managers are internal customers at almost 200 warehouse locations, and the surveys have become the best way...


The Next Generation of School Reform

by Weller, L. David

School restructuring in Georgia is founded on total quality management (TQM). The Next Generation School Project (NGSP) reforms schools from within. W. Edwards Deming's 14 points are the basis for NGSP's ten-point template, which includes: community...


Open Access

The Eastman Way

by Milliken, Weston F.

People management motivates employees and reinforces their positive behaviors. At Eastman Chemical Company employee focus is the Eastman Way, which is part of a quality journey that began in the late 1970s. Early steps in the journey included:...



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