February 2010


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Open Access

Get the Whole Picture

by Sherman, Peter

Most Americans have experienced our healthcare system directly. For the last three years, I’ve acted as my father’s primary caregiver. In this role, I’ve seen firsthand the shortcomings of our healthcare system in many ways....


Quality 3.0

by Kukor, Kreg

Two quality leaders weigh in on the current direction of quality management, sustainable quality improvements and their visions of what “Quality 3.0” will bring....


Open Access

Safe Landing

by Jeppsen, Bryan

Paramount to improving customer service is better understanding what the customer deems to be important and implementing the changes. To meet that challenge, JetBlue Airways used text analytics software....


In It for the Long Haul

by Edmund, Mark

When organizations experience rapid growth, the most important part of the business—the customer—can sometimes get lost in the shuffle....


High Priority

by Caruso, Bob; Hamilton, Marc

ASQ DEFINES voice of the customer (VOC) as “the expressed requirements and expectations of customers relative to products or services, as documented and disseminated to the providing organization’s members.”...



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