July 1999


TL 9000 Performance Metrics to Drive Improvement

by Aycock, D. Galen; Drouin, Jean-Normand; Yohe, Thomas F.

The Metrics Repository System is a defining characteristic of TL 9000, as compared to other sector-specific implementations of ISO 9000. Mandatory performance and product metrics will facilitate benchmarking and improvement in the telecommunications...


ISO 9000 Revisions Are Key to Knowledge Age Excellence

by Zuckerman, Amy

An analysis of the ISO 9000 process demonstrates its links with communication and information technology activities. These links are especially relevant for examining how the process oriented ISO 9000:2000 can help employees get ready for the knowledge...


The Standards Development Process

by Arter, Dennis R.

The U.S. Standards Group on QEDS develops and maintains standards in quality, the environment, dependability, and statistics. The Group works for the American National Standards Institute (ANSI), which has hired ASQ to be an administrator for most of...


Implementing the Six Sigma Solution

by Blakeslee, Jerome A., Jr.

Six sigma initiatives rely on quantitative, root-cause analyses and the comparison of customer requirements to business performance. Any business can use this method to solve its process problems. To do so, it must have good information about its...


What They're Saying about Standards

Fourteen quality experts, including J. M. Juran, discuss strengths, weaknesses, future, and other issues related to standards, especially ISO standards. Strengths include: a positive influence on customer focus; the emergence of ISO 9000 as a global...


QS-9000 Customer Satisfaction Monitoring Isn't Working

by Loomis, William Robert

Small and midsize companies should go beyond the marketing survey to listen to their customers. Customer monitoring in the automotive industry has not been served well by QS-9000. This is evident in sub-element 4.1.6, Customer Satisfaction, which some...


The Impact of Standards on Industrial Development and Trade

by Wilson, Steven R.

For developing countries, standards present opportunities and challenges. Countries that invest in vibrant metrology and standards programs can improve their trade activities and investment attractiveness. However, standards can inhibit trade when, for...


ASQ News

The need to improve management of fiscal performance led ASQ to develop a process that continued to focus close attention on finances and formalized contingency plans allowing ASQ to act quickly when experiencing unexpected developments. Similarly, the So...


ISO 9001:2000 -- The Beginning of the End?

by Lamprecht, James

The latest revision of ISO 9001:2000 includes many improvements, but it also is a disappointing, wordy document with some new requirements that are vague, unnecessary, confusing, and probably costly to implement. The draft document has been produced...



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