July 2002


Open Access

Quality Glossary

by ASQ


A handy reference is provided of quality terms, acronyms, and key people in the history of quality. Information is derived from a variety of sources and compiled by the editorial staff of the American Society for...


Mine Customer Experiences

by White, Edna; Behara, Ravi; Babbar, Sunil

Customer feedback is a valuable source of information that provides organizations with a sound basis for making product improvements. An affinity diagram permits organization of vast amounts of quantitative data to identify patterns or groupings to...


Customers: A Love/Hate Relationship?

by Westcott, Russ

We are all customers of many organizations and individuals, and as such, are almost daily subject to indifference, neglect, poor service, and failed products. The American Customer Satisfaction Index trend line, which hovers in the low 70s, shows little...


Is Time Running Out for Quality?

by Wilbur, Jay H.

Fifty years ago W. Edwards Deming and other researchers recognized the benefits that can be gained by applying scientific methods to production-oriented business systems. Their methodology is broadly referred to as total quality management (TQM). The...


Column: Emerging Sectors: Workforce Education Quality

by Sobah, Hank; Swauger, Melissa

Evaluate training providers with 19 questions based on Baldrige performance criteria

The Three Rivers Workforce Investment Board (TRWIB) in Pittsburgh was formed as a result of the Workforce Investment Act (WIA) of 1998, a federal law that made federally funded workforce development initiatives the sole...


Education and the Future of Quality

by Sinn, John W.

As education goes, so goes quality, since the leadership derived from the educational process provides direction for the future. How ASQ can use student branches and other key resources more effectively to improve quality and education systems for the...


Column: Frontiers of Quality: Design for Six Sigma

by Mader, Douglas P.

You need more than standard Six Sigma approaches to optimize your product or service development

Many organizations believe design for Six Sigma (DFSS) is a design process when really it is not. DFSS is an enhancement to an existing new product development (NPD) process that provides more...


Organize Your Quality Tool Belt

by Okes, Duke

Quality professionals adopt and adapt techniques from other fields to satisfy the need to apply their skills to a wide variety of processes and situations. To someone new to the profession, this array of tools may seem overwhelming, but upon closer...


Open Access

ASQ News

Well-known published works: Author of Acceptance Sampling in Quality Control; co-author of Process Quality Control and associate editor of Juran's Quality Handbook, fifth edition. The Quality Audit Division will sponsor a certified quality auditor (CQA) e...


Workforce Education Quality

by Sobah, Hank; Swauger, Melissa

Evaluate training providers with 19 questions based on Baldrige performance criteria

The Three Rivers Workforce Investment Board (TRWIB) in Pittsburgh was formed as a result of the Workforce Investment Act (WIA) of 1998, a federal law that made federally funded workforce development initiatives the sole responsibility of individual organi...


Quality Web Watch

Here are some sites found by the Quality Progress staff or our readers. The state of Ohio and its largest union, the Ohio Civil Service Employees Association, have a Quality Services Through Partner-ship agreement. The two sites describe this quality init...



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