September 2005


Open Access

Lead To Succeed

by Prevette, Steven S.

It seems at times that the quality profession is not as valued as it once was. The solution is to offer a unique service the corporation and its managers are willing to pay for. To sell yourself and your product, people must notice that you are...


Open Access

Seduce Them With Success

by Arthur, Jay

The first commandment of Six Sigma quality is that you must get top management commitment in order to succeed. The truth is that half the firms that have taken that path have failed. Six Sigma's strength is in resolving linear cause-effects, but culture...


Six Ways To Benefit From Customer Complaints

by Scriabina, Natalia; Fomichov, Sergiy

Customer service is one of the few areas where service organizations can achieve an advantage in a competitive marketplace. Six ideas are presented to help organizations improve business performance through the handling of customer complaints....


Does Six Sigma Work in Service Industries?

by Patton, Fred

Service and manufacturing organizations have much to learn from one another when it comes to serving customers. While in manufacturing the focus on product quality distracts employees from customer service quality requirements, in the service sector the...


ISO 9000 In Service: The Good, the Bad, and the Ugly

by Scott, John

When the Centers for Medicare and Medicaid Services began requiring ISO 9001 certification for its new business contracts, claims processing contractor Palmetto GBA decided to pursue certification for its existing contracts as well. Getting a...



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