May 1998


Six Sigma: A Breakthrough Strategy for Profitability

by Harry, Mikel J.

Statistical tools and interventions can lead to major cost reductions and quality improvements. The six sigma strategy is a key to such breakthrough improvements. It involves measuring the capability of processes to produce services or products that...


Creating More Effective Meeting Facilitators

by Buchel, Mary

Ten recommendations for trainers cover the planning and implementation of meetings. First, trainers should be aware of the meeting style of the organization and thereby help facilitators increase the productivity of meetings. Second, the training...


Mason E. Wescott: 1902 - 1998

by Klaus, Leigh Ann

Mason E. Wescott died on January 26, 1998 at the age of 95. He was a Founding and Honorary member of the American Society for Quality (ASQ). His education included bachelor's, master's, and doctoral degrees in mathematics. A mathematics and statistics...


Butting Heads in the Workplace

by Donovan, Jo Hawkins

Confrontations should be dealt with rather than avoided. People should know how to confront others effectively. The event that precipitates a dispute or conflict may estrange two people or two groups. To resolve this conflict, it first is necessary...


Are You Listening?

by Rice, Elizabeth J.

Successful communication depends on listening well to others. Typical listening skills include active listening, paraphrasing, questioning, and overcoming barriers. These skills are applied at all four levels of communication. At the first level is...


Lawyers Find a Partner in Quality

by Blodgett, Nancy

The quality-in-law project initiated by Samuel Welch seeks to identify the needs of legal services clients and to use these data to redesign law school programs. One phase of the project analyzed surveys from 151 clients of nine lawyers and small...


The Impact of Contracting on Quality Transformation in R&D

by Griest, Debra L.; Liou, Y. H. Andrew

Outsourcing has an impact on the implementation of quality. R&D (research and development) managers often contract out some work, creating a dual work force. Studies being done in the Transformations to Quality Organizations project suggest that...


Improving Team Effectiveness

by Snee, Ronald D.; Kelleher, Kevin H.; Myers, J. Gordon; Reynard, Sue

Successful teams are supported by assessment programs; management and individual commitment; and access to the skills, knowledge, and techniques that they need. More than a decade of experience has taught organizations that effective teamwork requires...


Benchmarking Your Plant Against TQM Best-practice Plants: Part 3 of 4

by Rogers, Hank

The Tennant Co. plant is the third of four world-class operations described in a series of articles on quality practices. The total quality management structure at Tennant includes a quality manager, a senior vice president of industrial markets, and...


Work Design for Self-control in Financial Services

by Shirley, Britt M.; Gryna, Frank M.

Interviews with employees of four financial services companies provided information from which to develop self-control checklists. The checklists cover the three criteria that determine if a person is in a state of self-control. The criteria are:...



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