January 2003


Open Access

Toe the Line: No More WorldComs

by Faltin, Donna M.; Faltin, Frederick

Revelation of mismanagement at WorldCom, Enron, Adelphia and other companies have led to an unprecedented erosion of confidence in corporate America....


Understand Customer Behavior and Complaints

by Goodman, John; Newman, Steve

In order to maximize the value of customer complaint data to solve quality assurance, service, and marketing problems, there must be an understanding of customer complaint and market behavior. This will provide a framework allowing organizations to...


Column: Frontiers of Quality: Gathering Customer Feedback

by Carnell, Mike

Most people have heard the cliché, "If you are going to talk the talk, you need to walk the walk." As such, the Six Sigma community has claimed a linkage with customer values, but are we really aligned?...


How To Scope DMAIC Projects

by Lynch, Donald P.; Bertolino, Suzanne; Cloutier, Elaine

Training materials supporting Six Sigma provide excellent background material and address some of the tools and steps needed for successful implementation of the Six Sigma define, measure, analyze, improve, and control (DMAIC) process. However, many...


5S for Suppliers

by Bullington, Kimball E.

Lean supply implies that the supply chain is appropriate for lean production. The 5S program, derived from the Japanese words for sort, set in order, shine, standardize, and sustain, provides a proven model for organizing and maintaining a production...


Running Like a Bottled Tornado

by Stegall, M. Scott

Many experts have extolled the benefits of transforming hierarchical, autocratic organizations into adaptive, self-organizing learning organizations. Their descriptions of these organizations are often complex and confusing, calling for a new analogy...


Open Access

ASQ News

The conference is sponsored by ASQ's Aviation/Space & Defense Division, with support from NASA, the Department of Defense, the Defense Contract Management Agency and ASQ Cape Canaveral Section 1502. SIX SIGMA CONFERENCE: Ted Johnson of Microsoft's Busines...


Quality Web Watch

www.adamssixsigma.com Adams Six Sigma uses a process it calls Six Sigma Plus, which, according to its website, is "a planned use of strategy, total quality management and leadership development." While Adams Six Sigma is a consulting practice, its site of...



Featured advertisers