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Mobility Matters

by Cowan, Ryan; Norouzzadeh, Shaghayegh; Riebling, Nancy; Joseph, Antz; Doerfler, Martin, M.D.;

The word “mobilization” was first used in a military context by the Russian army during the 1850s. Mobilization, in that context, is the act of assembling and making troops and supplies ready for war....


Paint Process Pains

by Bertoni, Christopher N.

Design of experiments (DoE) is a powerful statistical tool that can help you plan, analyze and interpret tests on variables that can affect an outcome....


Entire Digital Issue: Jiune 2017

by QP Staff

You are being directed to the June Digital Issue of QP. If your browser does not take you there click here....



Mind the Gaps

by Kennedy, Denise M.

Surveys of customers across various economic sectors, including healthcare, indicate decreasing satisfaction with service. Delivering better service requires an understanding of three unique characteristics....


Entire Digital Issue: February 2017

by Hankel, Amanda

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Entire Issue: February 2017

by QP Staff

QP Seiche Sanders Editor DIRECTOR OF KNOWLEDGE PRODUCTS Seiche Sanders ASSOCIATE EDITOR Mark Edmund ASSISTANT EDITOR Tyler Gaskill MANUSCRIPT COORDINATOR Valerie Ellifson COPY EDITOR Susan E. Daniels ART DIRECTOR Mary Uttech GRAPHIC DESIGNER Sandy Wyss P...


On the Cutting Edge

by Ray, Douglas

U.S. Army statisticians, engineers and chemists improved a complex chemical-coating process using design of experiments....


Handling Handoffs

by Carboneau, Clark; Sanches, Susan

Patient transfers between hospital departments require a defined process that promotes good communication among caregivers. Miscommunication during patient hand-offs has been associated with medical errors....


Exploiting Bottlenecks

by Naor, Michael; Coman, Alex; Ronen, Boaz;

To combat high levels of customer dissatisfaction, staff turnover and operational inefficiencies, call centers can benefit from using the theory of constraints (TOC)....


Open Access

Chain Challenges

by Collins, David; Anjoran, Renaud;

The majority of American and European companies that manufacture products overseas have no idea what their supply chains look like or even how many suppliers and subsuppliers make up the complete supply chain....


Open Access

Sample Simplification

by Bertoni, Christopher N.;

An easier method for part sampling helped a manufacturer determine the rate of certainty with which it could detect and reject nonconforming parts....


Recognize, Rate and Resolve

by Fernandes, Christopher M.B.; Lambert, Brenda;

What do the nuclear power, airline and healthcare industries have in common? All operate in complex, high-risk environments in which accidents can be expected. How do the first two industries differ from healthcare?...


Station to Station

by Chakravorty, Satya S.;

Isaac Newton buttressed the idea of the orderly function of the universe through Philosophiae Naturalis Principia Mathematica. As a result, the clock became a compelling metaphor to explain how the universe operates like a giant clock....


Designing a Fix

by Chidambaram, Maharajan

A team of consultants streamlined a solar-material organization’s disjointed sales and operations planning process....


System Sustainability

by Brandt, Carol

Implementing change to be fully compliant with expectations or requirements is relatively easy. Sustaining the change may be more challenging and present cultural hurdles that should be addressed early on....


Open Access

Budgetary Bandage

by Sharma, Manoj

Process improvement approaches can be used effectively in combination with pragmatic application of clinical knowledge to improve wound care costs by targeting excess use in community care, a nontraditional setting for application of process improvement....


Every Second Counts

by Saif, Sami;

In business, we often say every second counts, but we seldom experience it in reality. In today’s competitive market, we can’t gain sustainable profit just through revenue because cost plays a vital role in overall profitability....


Lean Delivery

by Vago, Tony; Bell, Ashley M.; Thompson, Heather;

A hospital improves its labor and birth unit with lean, quality culture....


Elevating Excellence

by Gaskill, Tyler

Revamping its culture with a process mindset, eliminating fear of asking tough questions, training employees on quality tools and using a structured approach to planning and decision making helped Elevations Credit Union receive a Baldrige award....


Open Access

Super Supplier

by Namboodiripad, Vivek

How one organization created an audit program to improve supplier quality....


All the Right Moves

by Jacko, Nancy; Kumar, Sumeet

In northeast Ontario, Canada, hospitals have historically been the prime providers of all facets of healthcare....


Coming Together

by Zinsmeister, Daniel

Although quality initiatives have been undertaken longer than social responsibility ones, there are opportunities to merge the two. A study of 10 enterprises show quality and sustainability best practices overlap....


Entire Digital Issue: July 2015

by Hankel, Amanda

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Entire Issue: July 2015

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 COPY EDITOR Susan E. Daniels CONTRIBUTING EDITOR Tyler Gaskill ART DIRECT...


Entire Digital Issue: June 2015

by Hankel, Amanda

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Open Access

What's Your Next Move?

by Hansen, David

We want to solve problems, but how should we? Continuous improvement initiatives are deployed everywhere, and we use all types of improvement methods based on the scientific method to identify and solve problems, and resolve conflict and issues....


Entire Issue: June 2015

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 COPY EDITOR Susan E. Daniels CONTRIBUTING EDITOR Tyler Gaskill ART DIRECT...


Small Changes, Big Results

by Harris, Chris; Audimoolam, Niran; Gudgel, Stephen A.

For a hitter in baseball, transitioning from one who relies on the big home run to win games to one who slaps out singles and doubles can be difficult. The same holds true for lean enterprise implementers....


Open Access

Better Together

by Schonberger, Richard J.

Four decades ago, process improvement was in the doldrums. A global bright spot was Japan, which contributed an impressive menu of original, borrowed, and adapted concepts and practices. One set of practices has gone by evolving labels....


Inside Job

by Wagoner, Keith; Khan, Rizwan

Businesses sometimes have no choice but to seek advice and consultation from outside experts. One financial institution in Radnor, PA, assembled a team of internal experts and advisors....


Capturing Cash

by Aldowaisan, Tariq A.; Abu-Latifa; Hytham

Most Six Sigma applications pertain to increasing the efficiency of a key process by focusing on decreasing operating expenses and consequently increasing the bottom line. Few applications address an organization’s top line or revenue generation function....


Lean Learning

by Krehbiel, Timothy C.; Ryan, Alfred W. Jr.; Miller, Dana P.

The economic downturn of 2008 placed many public universities in a financially unsustainable position....


Carried Away

by Fulton, Larry; Bastian, Nathan; Wilson, Ron

DFSS is a widely used algorithmic process that integrates quality as part of the new product design process that has been shown to improve the new product development performance....


Open Access

Roadmap to Savings

by Harlan, Jim; Arnason, Walt; Nichols, Jack; Arthur, Jay;

E-470 is the 75-mph toll road that runs along the eastern perimeter of the Denver metropolitan area. The road is financed, constructed, operated and governed by the E-470 Public Highway Authority....


Open Access

Rock Solid

by Creasy, Todd

The 6TOC improvement method employs elements of Six Sigma, lean and the theory of constraints (TOC) to zero in on process bottlenecks and eliminate waste and variation....


Entire Digital Issue: November 2014

by Hankel, Amanda

You are being directed to the November Digital Issue of QP. If your browser does not take you there click here....


The System Is the Solution

by Schultz, John R.

Organizations function as systems—collections of interdependent processes, events and resources. Failure to embrace systems thinking can cause serious consequences for an organization....


Bank on It

by Monier-Vinard, Isabelle; Grant, Adrian

Credit Agricole Group's investment banking arm recently launched a lean Six Sigma initiative and identified its cash payments process as one area ripe for substantial improvement....


Open Access

Multipronged Approach

by Patil, Prashant Ramakant; Mishra, Nandkumar

In the last few decades, several improvement frameworks and practices have evolved to help organizations extinguish burning business issues. These frameworks and practices are not always enough when implemented alone....


Entire Issue: November 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...


Getting It Right the First Time

by Vashisht, Sagar; Kumar, Krishan; Gaba, Narender

A tier-one automotive shock absorber supplier faced dwindling productivity because of a high rework rate. It applied Shainin methods, including component search and paired comparison, to identify the cause, reduce rework and save money....


Onward and Upward

by Thomas, Donna

Operational excellence has been a long-time focus for Xerox, the international document management corporation. Before joining Xerox, Affiliated Computer Services shared that same focus....


Open Access

The Ripple Effect

by Schmidt, Megan

The 2013 Malcolm Baldrige National Quality Award recipients said their use of the Baldrige Criteria for Performance Excellence was their catalyst for achieving strategic goals and higher levels of quality....


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....


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....


Entire Digital Issue: June 2014

by Hankel, Amanda

You are being directed to the June Digital Issue of QP. If your browser does not take you there click here....


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...


Plan of Attack

by Machado, H.F.

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


Entire Digital Issue: May 2014

by Hankel, Amanda

You are being directed to the May Digital Issue of QP. If your browser does not take you there click here....


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....


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

You are being directed to the April Digital Issue of QP. If your browser does not take you there click here....


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

You are being directed to the February Digital Issue of QP. If your browser does not take you there click here....


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....


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....


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...


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....



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