January 1997


Solving the Documentation Dilemma

by Muse, Daniel T.; Sherman, Richard W.

The flowchart responsibility matrix (FCRM) combines advantages of flowcharts and written procedures while avoiding their disadvantages. Procedure documentation supports workflow and helps satisfy compliance to ISO 9000 requirements. The FCRM...


Quality 1 On 1: A New Game Plan

by Struebing, Laura

Quality Forum XII was an opportunity to discuss the role of people, both customers and employees. Deborah L. Hopen, ASQC chairman of the board noted the importance of links between organizations and their customers. Understanding quality from the...


Qualicrats and Hypocrites: A Troubling Status Report From the Front

by Townsend, Patrick L.; Gebhardt, Joan E.

A false sense of quality pervades the management of an unnamed federal organization. A survey of 33 of its senior managers revealed a hypocrisy in which management claims to be committed to quality but actually has done little more than graft quality...


Safety in the Skies

by Bemowski, Karen

Causes of airplane accidents suggest how to increase safety. Weather-related accidents have prompted the Federal Aviation Administration (FAA) to introduce terminal Doppler radar and wind shear alert systems. The role of air traffic control can be...


Is This What's Really Going On?

by Stratton, Brad

Quality Progress readers respond to the Editorial Comment on "What's Going on at U.S. Universities" in the September 1996 issue. These 22 letters fall into three groups. Seven of the letters suggest that higher education responds to its markets by:...


Cause-And-Effect Diagrams Alone Don't Tell the Whole Story

by Turner, Ronald E.

Feedback loops increase the power of cause-and-effect diagrams. The usual cause-and-effect diagram is a linear display of an effect and its possible causes. The enhanced version incorporates balancing and reinforcing feedback loops. Balancing loops...


The Four Re's of Total Improvement

by Huffman, Jack L.

Repair, refinement, renovation, and reinvention are strategies for improvement. Repair includes quick, temporary fixes as well as prevention of problems through root cause analysis. Except for the most critical and cross-functional problems, repairs...


Using Quality to Create a Viable Disaster Plan

by Wood, Charles G.

The Deming Prize provides a framework for disaster planning. Such planning is vital because it helps the organization remain effective, while reducing risk and increasing the likelihood of meeting customer expectations. Disaster planning is a business...


Flyer Beware

by Magerowski, Debbie

To make flying enjoyable and safe, heed the following advice. Be prepared for vacillating ticket prices. Some flyers try to beat the system by getting off at a layover stop rather than flying direct, but an airline may cancel the return ticket in such...


Scientific Method: The Generation of Knowledge and Quality

by Box, George

Deductive-inductive problem solving and democratization of the scientific method are key to the future of the quality profession. Knowledge generation must be efficient and less fractionated, while making the most of human learning powers. Therefore,...



Featured advertisers