June 2003


Open Access

Eastman Chemical's Success Story

by Hallen, Gary; Latino, Robert J.

The costs associated with customer complaints can be significant. These costs manifest themselves in a number of ways: lost business, investigative costs, time spent responding to complaints, and claims or credits paid. The Eastman Chemical Co. realized...


Column: Emerging Sectors: Searching for Improvement

by Correia, Brian

Management Search Inc. (MSI), a recruitment and employment placement firm with more than 50 employees across three states, began in 1983 as the idea of two men about how to build a better mousetrap....


Speedier Reliability Analysis

by Hahn, Gerald J.; Meeker, William Q.; Doganaksoy, Necip

Customers demand high reliability in new products. The fact that product development usually lasts no more than one year, from design to production, means that accelerated life tests (ALTs) are critical. ALTs are one element of a reliability assurance...


Do Teams and Six Sigma Go Together?

by Page Cooper, Nancy; Noonan, Patricia B.

Team involvement is an integral part of any successful Six Sigma implementation. Research shows that Six Sigma rates high in providing an organization with improvements in productivity, cost of quality, work flow, and cycle time reduction. Survey...


AQP Awards Promote Business Results

by Bodinson, Glenn; Bunch, Raymond

The National Team Excellence Award competition combines the application of continuous improvement tools, problem solving processes, team dynamics, project management, and communications skills to generate performance improvements. Many organizations use...


Forming Virtual Teams

by Wilson, Shauna

Despite the continuing growth of virtual teams, not all of them are successful. Reasons for negative attitudes toward virtual teams include lack of facial and body language cues, feelings of isolation, changes in operational norms, and demand for...


ASQ's World Partners

by Johnson, Kristen

One of ASQ's objectives is to become a global advocate for excellence and a provider of information and learning opportunities about quality. Having decided to take a more active role in collaborating with existing national quality associations, ASQ is...


Quality Web Watch

www.equality.8m.com This general information site has loads of resources and links--everything from acronyms to vendors, plus awards, conversion calculators, cost of quality, forms, jobs in quality, news, Six Sigma, software quality tools, a quality quiz ...



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