February 2005


Open Access

Driving Organic Growth at Bank of America

by Cox, Daniel; Bossert, James

The American Customer Satisfaction Index has shown that customers view banks and other financial institutions as a commodity, and consequently, they have no reason to establish a relationship with any one bank. In 2001 executives at Bank of America saw...


A Deming Inspired Management Code of Ethics

by Stimson, William A.

In today's business environment, executive management's narrow focus on productivity can produce ethical, moral and legal consequences. While there are codes to prohibit discrimination based on race or gender, they fail to address conduct that is legal....


Quality Intervenes at a Hospital

by Volland, Jennifer

The Nebraska Medical Center, the state's largest teaching hospital, began implementation of Six Sigma in 2002 in response to a decline in patient volume in its interventional radiology department. A Six Sigma team was assembled to address problems in...


A Statistician Looks at Inventory Management

by Kuger, Gregory A.

A major problem facing companies today is how to promptly deliver products to customers without tying up too much capital in the form of inventory buffers. The incorporation of statistical models into supply chain management tactics helps in sizing and...


E-Learning: The Future of Quality Training

by Burns, Tony

E-learning, an extension of multimedia technology, provides quality managers with an effective means of gaining the commitment and involvement of employees. Unlike other media forms, e-learning offers interactivity that transforms passive audiences into...


The Importance of Building Social Capital

by McGrath, Roger Jr.; Sparks, William L.

Maintaining the integrity of the supply chain is critical in times of economic instability. An investment in social capital among organizations within the supply chain is mutually beneficial. The affinity group provides a strategy for developing...


Are Your Hearing Voices?

by Becker, Karen

For a company to succeed in today's marketplace, it must listen to the voice of the customer (VOC) so it can provide the products and services that inspire an enthusiastic customer response. One effective way to collect VOC input is through a customer...



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