September 2006


Open Access

Shifting Quality Into High Gear

by Edmund, Mark

Park Place Lexus (PPL), located in the Dallas metropolitan area, is the first automobile dealership to win the Malcolm Baldrige National Quality Award. Determined not to be just another car dealership, PPL leaders looked outside the industry to...


Open Access

Measuring the Cost of Quality for Management

by Cokins, Gary

Over the years, few organizations have adopted a reliable method for measuring and reporting cost of quality (COQ) and used it to improve operations. Since the avoidance of reduced profits from quality initiatives is seldom measured or reported by...


Market Focused, Value Driven - It's All About Gaps

by Reidenbach, Eric; Goeke, Reginald

Value is a leading indicator of market share and profitability. Six Sigma is a tool organizations can use to increase their value leadership. Because value gaps among competitors are defined by customers of all competing organizations, it is the voice...


Using a FMEA in a Service Setting

by McCain, Cecelia

ISO 9001 requires organizations to take preventative action to avoid the occurrence and reoccurrence of nonconformities. A failure mode and effects analysis (FMEA) is a tool that allows users to predict potential for failure and plan for control through...



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