May 2002


Open Access

Developing a New Kind of Certification

by Hartman, Melissa G.


One of ASQ's newest certification exams, the certified quality improvement associate (CQIA), is a unique example of process management and response to customer needs. While most certifications are geared toward quality practitioners, CQIA...


Column: Frontiers of Quality: Something's Missing

by Voelkel, Joseph G.

An education in statistical methods will make employees more valuable to Six Sigma corporations

Education "implies development of the mind" while training "stresses instruction and drill with a specific end in view." The most effective further development of a Six Sigma program will necessarily involve well-informed...


ASQ's Black Belt Certification - A Personal Experience

by Cochrane, Don; Gupta, Praveen

Together with the growing interest in and use of Six Sigma techniques comes the need to assess the qualifications of those seeking quality leadership roles in organizations. The ASQ certified Six Sigma Black Belt (CSSBB) exam is a practical and cost...


Column: Emerging Sectors: ISO 9000:2000 Gives Competitive Edge

by Schoenrock, Todd Brady

Security division of business services provider implements standards to get things right the first time

Wackenhut's security services division has taken the initial steps toward becoming ISO 9000:2000 certified. Along the way, the division derived an unanticipated benefit--boosted credibility in the internal competition for...


Peter F. Drucker: Delivering Value to Customers

by Watson, Gregory H.

Before Peter F. Drucker published his seminal book defining management as a formal discipline, there was no coherent body of knowledge addressing management issues. Drucker rejects the commonly held belief that the purpose of business is to make a...


ISO 9001:2000 and Customer Satisfaction

by Vavra, Terry G.

One of the most important changes in ISO 9001:2000 is the inclusion of customer satisfaction data as an indicator of the value of processes adopted by an organization. Three of the most significant improvements are provisions that: Require registrants...


Open Access

ASQ News

Section leadership training Section leadership training will precede AQC on Saturday, May 18, at the Denver Adams Mark Hotel. Six Sigma Fundamentals provides a toolbox of basic process improvement methods applied in a Six Sigma framework and an understand...


Quality Web Watch

ORGANIZATIONS www.calexcellence.org/cce/home/index.htm The California Council for Excellence (CCE) helps California's private and public organizations achieve world-class service and products through the principles and criteria of the Malcolm Baldrige Nat...


Open Access

Don't Measure Customer Satisfaction

by Swaddling, David C.; Miller, Charles

Evaluation criteria for major quality awards and certificates require businesses to gather customer satisfaction feedback, yet few managers find much use for this information. Many fail to see a correlation between customer satisfaction scores and the...


Open Access

First to the Top

by Daniels, Susan E.

A small, scattered school district in a remote part of Alaska, a suburban school district near New York City, and a mid-sized public university have become the first winners of the Malcolm Baldrige National Quality Award in the education category. The...



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