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Necessary Measures

by Johnson, Louis; Deaner, Maureen;

Learn the difference between standard and expanded gage repeatability and reproducibility (R&R) studies and how expanded gage R&R helps clarify measurement system variation....


Entire Issue: June 2014

by QP Staff

QP Seiche Sanders Editor EXECUTIVE EDITOR AND ASSOCIATE PUBLISHER Seiche Sanders ASSOCIATE EDITOR Mark Edmund ASSISTANT EDITOR Amanda Hankel MANUSCRIPT COORDINATOR Valerie Ellifson CONTRIBUTING EDITOR Megan Schmidt COPY EDITOR Susan E. Daniels ART DIRECT...


Insurance Policy

by Minckler, William

Using a quality-centric approach, the Ohio Department of Job and Family Services in 2012 embarked on an initiative to create an enterprise content management system to manage, safeguard and accelerate the use of key informational assets....


Open Access

Entire Digital Issue: June 2014

by Hankel, Amanda

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Entire Digital Issue: May 2014

by Hankel, Amanda

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Virtual Voices

by Wigent, Dave; Sinn, John W.; Adams, Mike

Social services departments in seven Ohio counties and a university banded together to serve an influx of applicants and improve service by implementing a virtual call center....


Plan of Attack

by Machado, H.F.

Every importaant business project has a logical starting set of conditions, followed by a set of events that lead to a logical completion of defined objectives....


Open Access

Making the Rounds

by Volland, Jennifer

Executive leader rounding helps organization leaders connect with the voice of the customer and understand day-to-day procedures to identify needs or shortcomings in service delivery....


Entire Issue: May 2014

by QP Staff

QP Seiche Sanders Editor EXECUTIVE EDITOR AND ASSOCIATE PUBLISHER Seiche Sanders ASSOCIATE EDITOR Mark Edmund ASSISTANT EDITOR Amanda Hankel MANUSCRIPT COORDINATOR Valerie Ellifson CONTRIBUTING EDITOR Megan Schmidt COPY EDITOR Susan E. Daniels ART DIRECT...


Entire Digital Issue: April 2014

by Hankel, Amanda

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Open Access

A Place to Call Home

by Leonard, Denis; Zajicek, Gary

Builder leverages quality toolbox, culture to construct house for "Extreme Makeover" TV show....


Entire Issue: April 2014

by QP Staff

with the most VALUE Select the Enterprise Quality & CAPA Quality Compliance Software Receiving Quality QMS Software QMS ISO/ TS MRB Discrete Calibration Risk Assessment Product Data Management Process Product Data Management Corrective Actions Quality Sy...


Hoist Help

by Chadha, Rajeev

Overall equipment effectiveness and waterfall analysis are proven continuous improvement analysis tools that have been used in the manufacturing world for many years....


Open Access

Fresh Perspective

by Radziwill, Nicole M.; Owens, Tracy;

The relationships among technology, innovation and quality are based on creating new value and sustaining the ability to continue creating it. Leveraging these relationships can help in releasing your creative spirit....


Back in Service

by Chakravorty, Satya S.

Machines have evolved from prehistoric tools to sophisticated 21st century devices. Man has been and always will be fascinated by machines and will continue to dream about building something that does what everyone thinks is impossible....


Statistics Roundtable: Providing Better Insights

by Doganaksoy, Necip; Hahn, Gerald J.; and Meeker, William Q.

In an earlier Statistics Roundtable column, we advocated for the use of degradation testing (that is, monitoring change in a quality or performance characteristic) instead of time to failure....


For the Greater Good

by Badrick, Tony; Kehrer, Sue; Reid, Elizabeth

When the Coffs Harbour Laboratory of Sullivan Nicolaides Pathology in Australia implemented an environmental management system, it realized financial savings, reduced waste and improved operational efficiencies, and saw increased staff engagement....


Get There Faster

by Andell, Jonathon L.

While traditional value stream maps, 5S workplace organization and spaghetti diagrams are crucial tools for the lean practitioner, they do not lend themselves readily to quantifying waste associated with transporting things throughout a facility....


Open Access

5S Shakeup

by Casey, John

There are secrets about 5S that lean experts often overlook because nobody ever clued them in. Before revealing the secrets, however, there are a few questions to answer: What is 5S? Why is 5S important to implement?...


Online Figures Chadha

by Chadha, Rajeev

Sort,store, shine, standardize and sustain (5S) is a lean process for creating and maintaining an organized, clean, safe and high-performing workplace....


Dig Deeper

by Chadha, Rajeev

Sort,store, shine, standardize and sustain (5S) is a lean process for creating and maintaining an organized, clean, safe and high-performing workplace....


On the Map

by Schmidt, Megan

The City of Irving, TX, engages the hearts and minds of its employees to drive world-class performance. It became the second municipality to receive a Baldrige award in the program’s 25 year history in 2012....


Reinventing Excellence

by Buckman, Jim; Buckman, Mary Beth

How Corning used quality to maintain its legacy of innovation for 160 years....


Getting a Good Read

by Bruns, Todd; Bai, Rendong

The internet has forced libraries to focus on enhancing customer service through quality management. LibQUAL+ is a tool to evaluate library customer service and engage patrons as partners to close the gap between experienced and expected service....


Open Access

To All Corners of Kenya

by Darabi, Tiffany

Effective supply chains deliver products on schedule and within budget to customers. Those customers shouldn’t have to think about the behind-the-scenes process or worry about whether the goods will be delivered on time....


Open Access

Know the Why

by Ramsay, Owen

One of the primary reasons improvement projects fail is a lack of alignment with an organization’s vision, mission, goals and objectives. In an attempt to avoid that issue, a government agency in Guyana deployed a multi-tool method for improvement....


Open Access

Lessons in Labeling

by Braswell, Nina; Koroseta, Jill; Grogan, Amy

What kind of care would you want for a loved one fighting cancer? This is the question the experts at Cancer Treatment Centers of America ask themselves every day and motivates employees to create a culture where continuous improvement becomes a habit....


Open Access

Don't Lose Patients

by Creasy, Todd; Ramey, Sarah

Clinch Valley Medical Center—a for-profit, 175-bed hospital operating in western Virginia and part of a healthcare organization with operations in 18 states—has been undertaking lean Six Sigma initiatives for approximately three years....


Entire Digital Issue: February 2013

by Krzykowski, Brett

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Open Access

The Right Blend

by Vanicek, Vera

Faced with cost reductions and scheduling changes, a chemotherapy mixing room (CMR) implemented the define, measure, analyze, improve and control method and lean tools to optimize operations....


Entire Issue: February 2013

by QP Staff

Z Z u st VALUE o Z nterprise Quality & CAPA Quality Compliance Software Receiving Quality QMS Software QMS ISO/ TS MRB Discrete Calibration Risk Assessment Product Data Management Process Product Data Management Corrective Actions Quality Systems Softwar...


Why Certify?

by Laman, Scott A.; Korkuch, Dana; Kohler, Rene; Drobnick, Rudy; Kramer, Robin; Gardner, Pete; DiPuppo, Janet G.; Krothapalli, Sowmya;

These stories are told by people at different stages of their careers. One of the things they have in common, however, is they’ve carefully considered the costs and benefits of ASQ certification....


In the Crosshairs

by Lindquist, Russell

In 2005, Fairbanks Morse Engine discovered that work content analysis can help clearly define product families and can align improvement activities in a leveraged execution....


Rain Gauge

by Fulton, Lawrence V.

The Six Sigma define, measure, analyze, design and verify process is appropriate for exceedingly complex engineering construction problems that require the use of simulation and design of experiments....


Shift Into High Gear

by Hankel, Amanda

When customers of tgestiona began expressing dissatisfaction about the its inefficient service and delivery processes, it began a transport optimization project that earned gold-level status in the 2012 ASQ International Team Excellence Award process....


Rethinking Treatment

by Muzenjak, Diane; Carboneau, Clark; Galagan, Robert

Changing and improving complex processes in healthcare settings are no easy tasks. They require a systems approach using a variety of quality improvement methods and tools....


The Audit Answer

by Estrada, Angel; Sinn, John W.

Graduate students at Bowling Green State University studied the Quality Systems Educational Collaboration, a program that addresses workforce and technical assistance needs for organizations, and disclosed areas for improvement using Six Sigma methods....


Eradicating Inconsistency

by Udell, Mark; Buffington, Mike

When most people imagine the Orkin man, they visualize a uniformed technician driving a white truck from house to house. What’s probably not as widely known is that the technicians stop at many places other than homes....


Heavy Mettle Victory

by Mazu, Michael J.; Conklin, Joseph D.

After 23 years of service, I retired from Heavymet. Heavymet is a colossus: 65,000 employees in 55 plants in six business units in six countries. I lived in interesting times there. Many asked how I felt about our progress in process management....


The Right Stuff

by Post, Theron; Schuman, Rosemary

The reality for many leaders is they are engaged in making decisions that affect everyone in the organization, but most of them have little evidence of whether decisions are being implemented as intended....


The Secret to Sustainment

by Lindquist, Russell

Of all the problems and projects encountered by most continuous improvement professionals, the most challenging is making change last. In fact, sustaining change tends to be an afterthought for many....


Pushback Prevention

by Schultz, John R.

“Our quality program doesn’t seem to be working.” This statement, or a similar one, is frequently repeated by executives and managers who believe quality-focused projects are not meeting expectations. Such perceptions are often reinforced by published...


Open Access

Certification at Work

by Roberson, Russell L.; McKaig, Brian

Organizations face difficult decisions every day: where to invest, how to focus employees and how to drive a competitive advantage in their markets. A decision to launch employee training cannot be taken lightly....


Put JIB on the Job

by Hannon, Christine; Grossman, Steven

An organization implemented a proven training program that improved quality and efficiency plantwide during the recession, positioning it to perform at higher levels when demand increased after the economy recovered....


Walking the Talk

by Krzykowski, Brett

Frequent service interruptions led Argentina-based Telefónica Group to establish a project that increased the reliability of its network and, in the process, garner gold honors at the 2010 ASQ International Team Excellence Award competition....


Not Your Normal SOP

by Brewton, Oliver; Culbreth, Tim; Groeger, Hans

To ensure business activities are performed correctly and consistently, it is vital to be compliant to numerous quality, safety and regulatory requirements. One way to do so is to understand and develop thorough procedures—and then follow them....


Results May Not Vary

by Johnson, Louis; McNeilly, Kirk

Controlling manufacturing processes so that products meet customer specifications is difficult. In such situations, factorial experimentation can be the key to understanding the impact of each process input on the process outputs....


No Surprises

by Boveington, Kurt

When it comes to supplier control, having the right information at the right time is key to making a sound decision....


Open Access

The Way to Engage

by Parks, Kirsten; Connor, Timothy

To be successful in today’s competitive global economy, more and more companies rely on suppliers and expect them to be on top in the areas of quality, cost and delivery....


Open Access

For Starbucks, It's in the Bag

by Johnson, Louis; Burrows, Sarah

When voice-of-the-customer data showed Starbucks Coffee Co. needed to improve the packaging of its one-pound coffee product, it set out to learn the effects of process parameters on the key packaging quality characteristics....


A Lean Transformation

by Adrian, Nicole

Sacred Heart Hospital CEO Steve Ronstrom first learned about lean while working on boats in Alaska. There, they didn’t waste a thing—they wouldn’t even throw away a piece of rope. When he later returned home and worked in a hospital, he observed...


Open Access

Refresh and Revitalize

by Kelley, Lynn

Textron would be the first to admit it was stuck in a rut. In particular, two of its business units, Avco Lycoming and E-Z-GO, were trapped in 1950s management styles. Both units had limited new product development and a less-than-engaged workforce....


Know More, Do More

by Chang, Nancy S.Q.; Gagliardi, Frank A.

If organizations want to take advantage of a changing landscape dotted with new opportunities, products and services, they need to make a substantial investment in educating and retaining a competent labor force....


Open Access

Tip of the Iceberg

by Ellifson, Valerie

HEALTHCARE PROVIDERS KNOW it’s not enough to treat a patients’ conditions and send them on their way. Often, the patient’s condition and symptoms are simply the tip of the iceberg. Many other factors—including human behaviors and societal conditions...


Open Access

Taking the Reins

by Kelley, Lynn

To stay in front of the competition, successful organizations know they can never stand still. There are always ways to innovate and improve the way they do business....


Proof Positive

by Tiwari, Anshuman; Nandiwada, Siva

Implementing change is challenging. Implementing change while driving growth and profitability is even more difficult. But when growth and profitability are at a premium, the need to accelerate positive change becomes even more critical....


On the Plus Side

by Edmund, Mark

Without a doubt, quality at Honeywell Federal Manufacturing & Technologies (FM&T) is built in, not bolted on. Given the sensitive and serious nature of FM&T’s business, there can be no other way....


Now What?

by Carboneau, Clark; Banks, Jon; Armijo, Tony; Zondlo, John A.

This is the story of one organization’s efforts to develop and implement a dissemination process that would consistently spread its improvement solutions across all facets of the organization....


Open Access

Bull's-eye

by Murphy, William H.

All companies want to build a stronger brand by ensuring customer satisfaction. Along the way, of course, the companies want to make a profit....


Score One for Improvement

by Leip, Terry

Five years ago, Intel’s IT organization decided to improve internal customer satisfaction and the efficiency of IT projects with a CMMI-based process improvement activity to develop standard processes for project management....


Open Access

Watershed Moment

by Krzykowski, Brett

Cargill Corn Milling North America approached its Baldrige site visit in 2008 with the same level of preparation any organization would, but with the unique perspective that comes with rebuilding your operation after surviving a natural disaster....


Open Access

Don't Just Talk the Talk

by Adrian, Nicole

Many companies and organizations talk big about knowing the best way other businesses and groups can work to drive continuous and process improvement. Often, these businesses don’t take their own advice. Once in a while, however, a group comes along...


Entire Issue: July 2009

by Edmund, Mark

16. QP Seiche Sanders Editor Publisher William A. Tony editor Seiche Sanders AssociAte editor Mark Edmund AssistAnt editor Brett Krzykowski mAnuscriPt coordinAtor Valerie Funk editor At lArge Susan E. Daniels contributing editor Nicole Adrian coPY editor...


Take a Bite Out of Inefficiency

by Nuhfer, Dina; and Walters, Thomas

Providing consistent and effective service or product requires a consistent and effective framework for implementing, maintaining and improving tactical and strategic operations. Dentistry is no different....


Entire Issue: May 2009

by QP Staff

W. Edwards Deming Probability of Detecting Three Standard Error Shift 1.0 0.9 0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0.0 0.0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1.0 Intraclass Correlation Coefficient I II III IV I EMP III EMP III DONALD J. WHEELER DONALD J. WHE...


Open Access

Change That Sticks

by Spackman, Leon

Process improvement is gaining more attention as organizations face budget cuts, competition from developing markets overseas and a challenging economy....


Off the Ground

by Edmund, Mark

None of the 4,000 fasteners that were hand drilled into the fuselage of any C-17 cargo plane was misaligned or had gone missing. For years, Boeing has been building these top-notch planes. It just wanted to build them better....


Practice What You Teach

by Pumilio, John; Wettstein, Jason

Many education institutions do not have a foundation conducive to sustainability efforts. For many, change will be cumbersome. Opportunities exist, however, and persistence will be an ally....


The Power of Balance

by Su, Qiang; Shi, Jing-hua; Lai, Sheng-jie

Many organizations face tremendous challenges in calculating trade-off relationships and the point of balance when determining their cost of quality. Experts don’t always agree, compounding the difficulty....


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....


The Road to Improvement

by Baranzelli, John D.

Registration of public organizations to the ISO 9001 quality management standard can be difficult because of their complex operations and extensive documentation....


Open Access

A Dose of DMAIC

by Mukherjee, Shirshendu

Ruby hospital, a multispecialty for-profit facility in Calcutta, India, was the first in Eastern India to embrace ISO 9001 and is the only one in the country to have successfully deployed a Six Sigma improvement program....


Who's Keeping Score?

by Neenan, Rebecca

There’s one tool you won’t find for sale at Sears. One of the retail giant’s divisions has started using a quality management tool extensively to maintain and improve its own quality management system....


Open Access

Incredible Journey

by Adrian, Nicole

In response to personnel’s safety concerns and rising workers’ compensation costs, a team at Boeing’s C-17 site developed a solution to thwart injury and save money....


First-Person Narratives

by Adrian, Nicole

The C-17 World-Class Safety Team was structured in a way that allowed members to have fun, work cooperatively with each other and work autonomously on their own. Participating on the World-Class Safety Team, preparing for the CTEA [California Team Excelle...


Map Quest

by Cox, Tracy

Raytheon Six Sigma is a proprietary six-step process that Raytheon Co., a defense and aerospace systems supplier, has embedded into its culture. It was developed by an internal team that was guided by the company’s top leadership....


K'NEX Success

by Krzykowski, Brett

As a result of the recent lead scare, companies many have grown to trust—Fisher-Price, Mattel, J.C. Penney—found themselves on recall lists instead of in kids’ hands during the holidays. Some companies, however, were able to skirt the issue....


Open Access

It All Ties Together

by Adrian, Nicole

At a time when gas costs have skyrocketed and companies across the board are doing their bit to be greener, a team of individuals from CSX Corp. came together to develop a solution to combat the large amount of fuel wasted while locomotives sat idling....


Launch to Quality

by Widner, Tracy; Gallant, Mitch

After using different quality methods with limited success, the Naval Surface Warfare Center, Indian Head Division, implemented lean Six Sigma in 2004. Through all of this, leadership demonstrated a steadfast commitment to fully implementing lean Six Sigm...


Good Vibrations

by Foo, Luke T.

Modern quality management principles define quality as customer satisfaction with product and service. SCGC has a web page where guitar owners can have questions about their guitars answered by Hoover or Roberts. With employee empowerment accompanying goo...


Open Access

Classroom Lessons Learned

by Ghysels, Maurice

Public education often tries to emulate the successful methods of industry. However, the experience of a school district in California offers several lessons about achieving continuous improvement in the corporate world....


Open Access

Quality Tools, Teamwork Lead Boeing Team to a System Redesign

by Adrian, Nicole

A team from Boeing, as well as members of the Air Force and suppliers, worked to fix the C-17's inert gas generating system that previously needed constant repairs. Using quality tools, the team identified cause and came up with the best solution for...


Improving the Internal Audit Experience

by Wasche, Theresa; Sciortino, Nancy

Employees don’t always understand how audits relate to ensuring the use of good business processes. Many don’t realize the significant process improvement benefits that can be achieved from an internal audit experience. Cerner Corp. developed...


Open Access

Agency Files Away Inefficiency, Saves Taxpayers a Bundle

by Daniels, Susan

Caseworkers for the SunCoast Region of the Florida Department of Children and Families won a silver medal in the 2007 International Team Excellence Competition by redesigning its paper based document filing and retrieval system and bringing it into...


Open Access

Retrospective Analysis of a Designed Experiment

by Yadav, Bhupinder

Design of experiment (DOE) techniques have been successfully used by India’s Department of Defense Production to optimize the process parameters for a plastic injection-molded part used in the manufacture of tank deterrents. The goal was to get...


Don't Throw Out the Baby With the Bath Water

by Dreier, Frederick

Public school accountability prompted by the No Child Left Behind Act requires schools to assess the quality of educational delivery and make changes to assure student academic success, as well as establish a process for continual improvement....


Six Sigma at Cigna

by Daniels, Susan

In 2002, Cigna Corp., a provider of employee healthcare and insurance benefits, launched a grass-root driven quality program based on Six Sigma. Leadership made it clear that the approach would be holistic and would require behavioral changes and a...


Reach for the Stars

by Van Loon, Han

CelsiusTech Australia, a systems and software supplier, has long had a commitment to quality, but believes there is always room for improvement. The company decided to create an improved approach to the plan-do-check-act cycle to help new employees...


Open Access

Quality Focus Good for Business

by Nelsen, Dave

Premier Inc., a San Diego-based healthcare alliance, is a 2006 recipient of the Malcolm Baldrige National Quality Award (MBNQA) in the service category. The firm credits employee involvement, experience gained while earning a state quality award, and...


Open Access

It's in the Genes at Cummins

by Daniels, Susan

When asked why diesel maker Cummins used Six Sigma to explain new health insurance benefits to its employees, the response was that Six Sigma is part of Cummins' DNA. Six Sigma methods helped ensure a smooth enrollment process, particularly for union...


Merging Quality Cultures in Contract Manufacturing

by Jones, David M.

When EPIC Technologies acquired the Siemens Electronic Manufacturing Center operations in Johnson City, Tennessee, it became necessary to merge its quality culture with those of its new subsidiary while continuing to keep its original customers happy....


Open Access

Hospital Reduces Medication Errors Using DMAIC and QFD

by Benitez, Yani; Forrester, Leslie; Hurst, Carolyn; Turpin, Debra

The medication error rate at Illinois' Alton Memorial Hospital was low when compared to national statistics, but the hospital knew cost savings would be significant if this statistic was lowered even further. A multidisciplinary team sought the help of...


Open Access

You Can Go Home Again

by Daniels, Susan

Jamie Houghton's love for Corning brought him out of retirement and back to the company when it was fighting for survival, due to the decline of the telecommunications industry and decreased demand for Corning's fiber optics. When Houghton returned to...


Open Access

Extending School Improvement Beyond Curriculum

by Westfall, John E.; Peltier, James W.; Sheehan, Joseph; Weber, Harlan

Successful schools must meet the needs of multiple stakeholders - students, parents, teachers, administrators, taxpayers, and the community in general. And all this must be accomplished at different grade levels and divergent subject areas. Therefore,...


Getting Credit for Service

by Haupt, Heidi B.

Experian Marketing Services (EMS) considers quality management a critical part of its commitment to its clients. Last year EMS looked to ISO 9001 certification as a way to extend its established project management program. EMS identified more than 100...


Uniform Maker Sews Up Success With Scorecard

by Gordon, Gus

Operadora Ganso Azul S.A. de C.V. is an ISO 9001 sewing factory in Mexico facing growing competition for China. In 2000 when the company began operating as a maquiladora producing uniforms for police officers and firefighters, rapid expansion created...


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...


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

Employee and Patient Focus Earns the Baldrige

by Funk, Valerie

Bronson Methodist Hospital in Kalamazoo, Michigan has a vision of becoming a national leader in healthcare quality. In the 1990s, it began using the Malcolm Baldrige National Quality Award criteria as a tool for improvement and self-evaluation, and in...



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