January 2009


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Open Access

Building From the Basics

by Rooney, James J.; Kubiak, T.M; Westcott, Russ; Reid, R. Dan; Wagoner, Keith; Pylipow, Peter E.; Plsek, Paul

Quality control is about models, methods, measuring and managing. It’s about uncovering a problem and finding the solution. It’s about using the right techniques at the right time to make things better....


Calculated Decision

by Johnson, Louis; Sherrill, Robert

When suppliers create control charts and run capability analyses, they assume their data follow a normal distribution. However, the natural distribution of these quality characteristics—and hundreds more like them—is not the normal distribution....


Open Access

Contacts That Count

by Daniels, Susan E.

A team dedicated to improving member contact rates at Healthways Inc. pulled just about everything from its lean Six Sigma toolbox while working on a project and was recognized in ASQ’s International Team Excellence Award competition....


ISO-lating the Problem

by Burney, Robert; Levett, James; Dolan, Paula

When two healthcare organizations were searching for a way to better manage their activities, both turned to ISO 9001:2000 in the hope that the standard could organize their practices and help them improve service to patients....



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