September 2007


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Six Sigma and Baldrige: A Quality Alliance

by Mellat-Parast, Mahour; Jones, Erick C.; Adams, Stephanie G.

The Malcolm Baldrige National Quality Award has evolved from a way to recognize the best quality management practices to a comprehensive framework for world-class performance....


Build Loyalty Through Experience Management

by Berry, Leonard L.; Carbone, Lewis P.

Connecting emotionally with customers requires an organization to create a total customer experience that differentiates the organization from the competition. This is important because customers’ overall experiences with the organization and the...


Open Access

Army Aviation Depot Does an About Face

by Giddens, Jamey

A few years ago the Corpus Christi Army Depot (CCAD), which provides maintenance, repair, and overhaul of the Air Force Pave Hawk helicopter, was in danger of losing the contract because of problems with turnaround time and cost overruns. CCAD’s...


Open Access

Avoid Random Acts of Improvement With Baldrige

by Werner, John

Organizations can use the best project execution methods, such as Six Sigma and lean, but be disappointed with the results if key strategic goals are not addressed. Improvement efforts should begin by first considering the characteristics of the...


Open Access

Annual Quality Awards 2007

by Ellifson, Valerie

The annual quality awards listing is a guide to automotive, government, international, national, and state quality related awards, organized by type, the award’s name and sponsor, criteria, contact information, and notes. Awards in the form of...



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