January 1998


Lessons Learned from Alexander the Great

by Van Mieghem, Timothy

Logistics planning, knowledge of the competition, innovation, and a single point of control were elements of success for Alexander the Great (356-323 B.C.) They also should be key characteristics of modern organizations. Alexander incorporated...


Considerations for Global Supplier Quality

by Bossert, James

Assessment of international suppliers occurs in two steps: initial investigation and supplier visit. In the initial investigation, data are gathered about the company and the country. This includes background information on the company as well as...


What Does Your Customer Really Want?

by Fredericks, Joan O.; Salter, James M., II

The voice of the customer can be linked to a company's internal quality improvement efforts by paying attention to customer loyalty and value, which are driven by quality, price, and company image. The five steps to management of customer loyalty and...


A Practical Approach to Service-Supplier Certification

by Brown, John O.

Definition and measurement are key elements toward certification of service suppliers. Service organizations are characterized by the intangibility and heterogeneity of their services as well as by the link between consumption and production of a given...


Product Assurance Structure and Management

by Bieda, John

The main components of product assurance are: cost-of-quality management; just-in-time training; product assurance planning; and quality and reliability tool application. Product assurance applies simultaneously to hardware and software aspects of...


The 2 + 2 Enhancement Process

by MacRitchie, George; Sinn, John W.

Quality assurance programs in higher education institutions in northwest Ohio have benefited from improved articulation among the institutions and local manufacturers. Bowling Green State University (BGSU) has offered an Applied Quality Science (AQS)...


Getting Suppliers in on the Quality Act

by Mehta, Pradip V.; Scheffler, Joan M.

The supplier quality assistance program of the Army & Air Force Exchange Service (AAFES) provides set-up guidance and on-site reviews of inspection and test functions; quality system audits; inspection and testing training; and certification. Some...


Quality in the Age of the Networked Society

by Chandler, Kurt

At Forum '97, the 13th year of this national quality improvement symposium, participants and speakers examined the future of information technology. A basic conclusion was that change pervades the workplace, and new rules and new techniques like...



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