March 2007


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Open Access

Caring Culture and Results Focus Lead to Baldrige Award

by Goonan, Kathleen Jennison

For many years Mississippi ranked near the bottom of health status rankings, but now the North Mississippi Medical Center (NMMC), the largest rural medical center in the country, is the recipient of the 2006 Malcolm Baldrige National Quality Award in...


Open Access

Internal Customer Service: Has It Improved?

by Seibert, Jerry; Lingle, John

A recent survey of organizations conducted by the Metrus Group shows a dramatic improvement in internal customer service (ICS) since a similar survey conducted in 1993. Respondents to the survey believe that high levels of ICS are important to their...


Building Task Cohesion to Bring Teams Together

by Knouse, Stephen B.

Traditional, homogeneous teams made up of members of the same gender, race, and age tend to be more cohesive and more successful and effective in problem solving, but such sameness can produce bland and predictable solutions. On the other hand, a team...


Deliver Great Service By Listening and Adapting

by Goodman, John; Collier, Crystal D.

The customer service systems of most companies worldwide are seldom adaptable enough to handle diverse situations. To avoid giving customers the impression that their contacts are a waste of time, an organization must have an actionable voice of the...


Open Access

ASQ Certification Board Puts Quality Tools to Work

by Laman, Scott A.; Burns, Elizabeth; Lynn, Kathy L.

Recognizing the importance of customer satisfaction in strategic planning, the ASQ certification board recently used quality tools to develop customer requirements. To begin the process, a SIPOC (suppliers, inputs, outputs, and customers) diagram was...


Using Statistics To Improve Satisfaction

by Goldstein, Sheldon D.

Choosing which attributes to improve from customer survey data maximizes the use of resources and increases the chances of positive returns on your efforts. The Kruskal-Wallis one-way analysis of variance by ranks helps focus attention on what needs...



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