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Open Access

Career Corner: Serve and Learn

by Lindborg, Henry J.

Board membership is a meaningful way to grow....


Open Access

Probing Probabilities

by Hooper, William

Let's do a little experiment from an article published in the New England Journal of Medicine in 1978. Suppose you are tested for a rare disease that occurs in the population at about 1%. The test is 95% accurate....


Statistics Roundtable: Listening to Sentiment

by Seaman, Julia E.; Allen, I. Elaine

What do you do if you just bought a new computer and it now makes some weird clicking sounds? Or if the airline lost your luggage, but representatives refuse to help recover it or provide compensation?...


Open Access

Inside Job

by Seibert, Jerry H.; Schiemann, William A.

The relationship between business performance and internal service quality is well documented, as are changes in internal service levels over time and the impact of outsourcing on internal service quality....


Open Access

Career Corner: The Dilbert Syndrome

by Lindborg, Henry

Ways managers can cure survey cynicism among employees....


Open Access

Measuring Up

by Hankel, Amanda

What is, and what does it mean to your organization and your industry? What does continuous improvement mean for your country, region and community, now and in the future? These are questions that, until recently, hadn’t been answered on a global level....


Open Access

Career Corner: Who's Responsible?

by Whitacre, Teresa

One factor not often discussed in career development is career level of the individual. A 20-something-year-old manager often has different goals and career satisfaction levels than a 40-something-year-old manager....


Online Figures - Ramsay

by Ramsay, Owen

Year Verct( dys) # Rpts FinRpts InvTech #_ Staff 2003 296 31 13 1.00 216 2004 829 24 11 2.24 190 2005 309 22 12 1.65 210 2006 222 22 9 2.35 225 2007 171 17 5 3.58 247 Verct( dys) = verification of claims cycle time # rpts = number of reports for the boar...


Open Access

Career Corner: Dust Yourself Off, Dive Back In

by Westcott, Russell T.

Don’t just sit there waiting for the phone to ring. You’re a professional. If you envision losing your job, or it’s already happened, refocus your approach. You are capable of reinventing yourself....


Salary Survey 2011: Part 1, Section 6: Salary by Number of Work Hours

by Hansen, Max Christian

com 42 SponSored by 111,639 104,260 98,336 92,101 81,065 72,393 70,184 0 $ 20,000 $ 40,000 $ 60,000 $ 80,000 $ 100,000 $ 120,000 More than 60 hours ( 2.7%) 56- 60 hours ( 6.2%) 51- 55 hours ( 10.8%) 46- 50 hours ( 27.4%) 41- 45 hours ( 38.4%) 36- 40 hour...


Salary Survey 2011: Part 1, Section 2: Salary by U.S. Regions and Canadian Provinces

by Hansen, Max Christian

South Carolina 1.6% 96.8 North Carolina 3.6% 95.7 Tennessee 2.4% 90.5 Kentucky 1.2% 91.6 WV 0.2% 99 Virginia 2.9% 96.9 Maryland 2.1% 123.7 Delaware 0.4% 106.9 D. C. 0.1% 144.4 New Jersey 2.4% 129.1 Connecticut 1.6% 133 RI 0.5% 124.6 MA 3.9% 139.7 Maine 0...


A Decade of Distinction

by Thompson, Matias Gadda; Rosanó, Verónica

In the first six months of 2010, Telefónica Group launched 60 simultaneous quality improvement projects. These 60 projects represent nearly 30% of the total number of improvement projects conducted in the company during the last decade....


Open Access

Career Corner: The Missing Links

by Lindborg, Henry J.

The Baldrige Criteria for Performance Excellence presents an ideal pattern of values to which quality professionals can aspire. Tracking its development throughout close to a quarter century reveals shifts in the quality community’s thinking...


Open Access

Happiness Helps

by Becker, Tom

Boredom and discontent in the workplace are serious business performance issues. In a recent international study of organizational effectiveness, two-thirds of the 28,000 respondents said they were less than fully engaged by their work and organization....


Open Access

Salary Survey 2010: Revealing Answers

by Seaman, Julia E.; Allen, I. Elaine

Every year, QP’S Salary Survey sparks countless questions for quality professionals and gets them thinking about their careers and personal development: How do I compare with others? What can I do to get ahead? Are things getting better out there?...


Salary Survey 2010: Part 1, Section 6: Salary by Number of Work Hours

by Hansen, Max Christian

Part 1. Regular Employee Results Section 6. Salary by Number of Work Hours Longer Hours Bring Higher Pay Figure 1 includes results for: x Full- time employees, x Part- time employees, x U. S. employees, Canadian employees, International employees Average...


Salary Survey 2010: The Complete Report

by QP Staff

experience by gender / FIGURE 2 More than 20 years 10.1- 20 years 6.1- 10 years 3.1- 6 years $ 6,000 Male Years of experience in quality profession Years of experience in quality profession Female $ 4,000 $ 2,000 0 $ 2,000 $ 4,000 $ 6,000 1- 3 years Less...


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

Online Figures Ellifson

by Ellifson, Valerie

Customer relationship management model / ONLINE FIgurE 1 Evaluation and improvement Strategic planning process ( SPP) step 1: Review customer inputs and analyze processes to refine feedback mechanisms, customer relationship strategies, and action plans (...


Open Access

Jersey Score

by Krzykowski, Brett

For most, it takes years to reach a point at which an organization can expect to be seriously considered for the Baldrige award. But that didn’t deter New Jersey-based healthcare provider AtlantiCare, one of five award recipients for 2009....


Open Access

Career Corner: Words of Wisdom

by Whitacre, Teresa

The deadline for this column coincided with my son’s high school graduation. The advice I gave him about starting his career is applicable to everyone, no matter the stage of their career....


High Marks

by Esqueda, Paul; D'Allegro, Mary Lou

The public is demanding more accountability of many private organizations, corporations and institutions of higher education. In response, the Department of Education instituted changes to the process of accreditation of higher education institutions....


Open Access

Where to Start

by Hayes, Bob E.; Goodden, Randall; Atkinson, Ron; Murdock, Frank; Smith, Don

Companies are viewing the Toyota situation as a cautionary tale rife with lessons that can benefit all organizations. To help drive those lessons home, QP recruited five quality experts, each of whom broke down one aspect of the fallout....


Open Access

Power to the People

by Seibert, Jerry H.; Schiemann, William A.

The economic environment is so profoundly different from the beginning of this millennium, it begs the question of whether organizations’ primary relationships have changed, including those with customers and their employees....


Statistics Roundtable: Player Rankings

by Seaman, Julia E.; Allen, I. Elaine

The coefficient of variation, sometimes called the relative standard deviation, is often used to assess the quality of an assay, the diversity in organizations or as a benchmark for ranking....


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....


Open Access

Human Touch

by Nelson, John; Lemarquis, Jean-Paul

“No job is so important, nor service so urgent, that we cannot take the time to perform our work safely.” Those familiar with the old Bell System will remember this safety creed. It helped guide many decisions in potentially dangerous situations....


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....


Talent Show

by Leatherbury, Jon

When an HR team determined it could save its company millions of dollars through stronger retention of customer service (representatives, leadership raised a collective eyebrow and quickly asked HR to make it happen....


Open Access

Futures Study

by QP Staff

Forces of Change From All ASQ Futures Studies Table 1 1996 1999 2002 2005 2008 Changing values Partnering Quality must deliver bottom- line results Globalization Globalization Globalization Learning systems Management systems will increasingly absorb the...


Driven by Metrics

by Okes, Duke

Performance metrics are a necessary part of managing an organization. However, they have good and bad impacts on individual behavior, so organizations need to find ways to maximize the good while minimizing the potential damage....


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....


Open Access

Career Corner: Do You Deserve a Raise?

by Westcott, Russell T.

Do your homework: Know what metrics your boss is measured by, the financial status of your company, the factors in the external environment that are impacting the company, your personal worth to the company (past, present and future) and how your personal...


Navigate Your Career Path With QP’s Annual Salary Survey

by Lindborg, Hank

45 Section 6 Salary by Number of Work Hours Online Section 7 Salary by Nonexempt vs. Exempt Status Online Section 8 Salary by Number of Years of Quality Experience and Highest Level of Education Online Section 9 Salary by Number of Years in Current Posit...


Career Corner: Managing a Multigenerational Workforce

by Whitacre, Teresa

Those who manage staff know how difficult it can be. People bring their different personalities to a group, along with varied personal, educational and professional backgrounds....


Salary Survey-Regular Employee and Self-Employed Consultants Results

by QP Staff

45 Section 6 Salary by Number of Work Hours Online Section 7 Salary by Nonexempt vs. Exempt Status Online Section 8 Salary by Number of Years of Quality Experience and Highest Level of Education Online Section 9 Salary by Number of Years in Current Posit...


Eight Steps to Sustain Change

by Schultz, John R.

Improvement projects often focus on a problem, its measurement, analysis, and eventual solution, but fail to consider how improvements will be permanently integrated into the daily routine. Resistance is a natural response to change, but it can be...


Deployment: Start Off on the Right Foot

by Gates, Robin

Deploying lean Six Sigma can produce fantastic results that are worth all the hard work of deployment. Managing change, securing leadership commitment, managing talent, and getting the right accountability will make the difference between a...


Conformity or Sustainability? That Is the Question

by Watkins, David

Sustainability is an enterprise’s ability to survive and prosper in a rapidly evolving environment, and the essence of sustainability is performance results. Any expenditure of resources that does not generate value produces a net loss and impaired...


Open Access

Career Corner: Map Your Career Through Value Streams

by Whitacre, Teresa

When we embark on our chosen career paths, we are often told to map where we see ourselves five or 10 years down the line. By mapping our talents, knowledge base and training, we might get a clear picture of what our future careers hold....


Open Access

Linking the Supply Chain to TQM

by Matthews, Charles R.

In today's environment of global outsourcing, supplier quality management must transform itself from simply measuring supplier compliance to gathering knowledge, managing risk, and executing project management. Total quality management (TQM) ensures...


12 Keys to Career Success

by Oltesvig, John

As the number of manufacturing jobs continues to decline in the United States, many quality professionals have become concerned about job security and opportunities to attain career success. But like Joseph Juran and W. Edwards Deming before them, each...


Quality in the First Person: What Comes First--People or Process?

by Mathias, John F.

The respective roles of people and processes form one of the more intriguing relationships in quality work: Quality improvement efforts frequently reveal viewpoints emphasizing either people or processes, which can be challenging to......


Open Access

8 Dimensions of Excellence

by Lawton, Robin

Despite a stated desire to be customer focused, most companies tend to measure process performance more intensely than the outcomes customers experience. The 8 Dimensions of Excellence expand and balance the definition of success, beginning with the...


Manage Complaints To Enhance Loyalty

by Goodman, John

Every customer complaint represents a chance to correct a flawed process, educate a customer, and strengthen loyalty. But unless management can quantify the return on investment of complaint handling, they won't see the link between complaint handling...


Big Improvements for Small Parts

by Dudman, Lorena

National Semiconductor Corporation is a process-driven manufacturer looking for additional ways to cut costs. Having experienced dissatisfaction with an earlier continuous improvement program, it became clear that reducing costs while maintaining...


Feigenbaum on Quality: Past, Present, Future

by Kubiak, T.M.

In an interview held at the ASQ World Conference on Quality and Improvement in Seattle this year, quality pioneer Armand V. Feigenbaum shared his views on the current status and future of quality. Feigenbaum notes that quality has always been a cyclic...


Open Access

The Dark Side of Process Measurement

by Stankard, Martin F.

The analysis of measurement data allows process operators to detect and control unwanted variation and enables process breakthroughs. However, without careful introduction, process measurement can cause widespread damage in an organization. Human nature...


Open Access

A Recipe For Excellence

by Daniels, Susan E.

The roots of the Bama Companies' 2004 Malcolm Baldrige National Quality Award go back to a Texas kitchen in 1927. Today the third-generation family owned business makes frozen baked goods for fast food and casual dining restaurants using the same...


Quality Management's Role in Global Sourcing

by Watkins, David K.

Globalization and the evolution of quality management systems from a focus on controlling product conformity to a much broader focus on overall enterprise capability have resulted in the need to redefine the role of quality management in dealing with...


What's Wrong With Six Sigma?

by Goodman, John; Theuerkauf, Jon

Many organizations experience disappointment with the results of their Six Sigma deployment efforts. This is because they may be applying Six Sigma on too grand a scale, when, in fact, its tools may be used separately or combined with other techniques....


A Roadmap For Change

by DeFeo, Joseph A.; Barnard, William W.

This excerpt is from the book Juran Institute's Six Sigma Breakthrough and Beyond. The book is available from Quality Press, item P1089. Copyright restrictions do not allow its individual sale or its placement on My ASQ....


Open Access

Try Some Introspection

by Whitacre, Teresa

Don't just look for a job that fits what you have always been doing - especially if you are frustrated in your search for a job in the same field or particular geographic area....


Quality Problems and Their Real Costs

by Freiesleben, Johannes

When considering the cost of poor quality, it is important to consider the hidden cost of managerial transactions. If management is distracted from its normal responsibilities, these activities require additional resources. Quality problems respond only...


The Metamorphosis of the Quality Professional

by Westcott, Russ

Over the next decade, quality professionals can expect to see their roles increasingly absorbed into project management and other areas. To survive in this environment, quality professionals will have to acquire new competencies....


Open Access

Two Hospitals Prescribe Performance Excellence

by Johnson, Kristen

Florida's Baptist Hospital Inc. (BHI) and Saint Luke's Hospital (SLH) in Kansas City, Missouri were recipients of the 2003 Malcolm Baldrige National Quality Award in the healthcare category. In addition to its new mission to provide world-class patient...


Open Access

At Your Service

by Daniels, Susan

"Boeing Aerospace Support (AS) and Caterpillar Financial Services Corp. (CFSC), 2003 winners of Malcolm Baldrige National Quality Awards in the service industry, have proven once again that quality pays rather than costs. As Baldrige award applicants,...


Outsourcing and Jobs

by Hutchins, Greg

Jim (name changed) had been looking for a quality director or manager position with a pharmaceutical company in the Northwest. We'd met at one of my Value Added Auditing workshops, where he'd been upgrading his risk management skills....


Making Stakeholders a Strategic Asset

by Conti, Tito

Employees and business partners have an important role to play in organizational improvement. Quality models indicate that managing stakeholders to enhance their value generation capability can be a winning strategy....


Management System Integration: Can It Be Done?

by McDonald, Mary; Mors, Terry A.; Phillips, Ann

In October 1996, the International Organization for Standardization, known as ISO, issued the final version of ISO 14001, an international standard for environmental management systems (EMS)....


Open Access

Corporate Social Responsibility

by Leonard, Denis; McAdam, Rodney

Corporate scandals such as those involving Enron and WorldCom may finally be awakening corporate America to its social responsibilities. Such scandals are creating concern about business ethics and governance....


Open Access

The Message Is Clear

by Hopen, Deborah

This abstract is based on the ]In 2002, the CGISS division of Motorola won the Baldrige award in the manufacturing category. Through strict process improvement measures, the division was able to increase its direct customer loyalty, customer...


Quality's Path to the Boardroom

by Palmes, Paul; Liebesman, Sandford

Combining the Sarbanes-Oxley Act of 20021 and elements of ISO 9001 and ISO 14001 quality and environmental management standards may provide a powerful tool for elevating the quality assurance function status in many U.S. companies....


Better Public Schools With ISO 9000:2000

by Stimson, William A.

Formal standards for learning in public schools are being implemented in the majority of states. The ISO 9000:2000 quality management standards provide a useful structure that can be successfully adapted for the education sector. The National...


Best Practices in Process Management

by Dolan, Tom

Process improvement tools have been used to evaluate business processes ranging from employee satisfaction to customer help desk support....


Open Access

Print Perfect

by Johnson, Kristen

Branch-Smith Inc., a fourth-generation printing company, had its origins in the unlikely success of a boy born without arms in 1868. The company as it exists today takes inspiration from founder Aaron Smith, who taught himself to type with his toes,...


How to Speak the Language of Senior Management

by George, Stephen

Quality professionals and senior management have a serious communication problem. To get around the “Fix it. Don’t bother me with the details” mindset of management, quality professionals need to align what they do with what’s...


Open Access

Better Supply Chains with Baldrige

by Vokurka, Robert J.; Lummus, Rhonda R.

Demand for customized products with shorter life cycles requires companies to develop supply chain management concepts to help them maintain competitive advantages. The traditional competitive model that favored mass production has give way to a model...


Open Access

Get Your Shop Measurements Right

by Cox, Hilliard

Many measurement problems in the shop are due to basic metrology’s being ignored or unknown, and this transforms into what I call bad data disease....


Hungary's Journey To Business Excellence

by Molnar, Pal

Hungary has emerged as a major European success story, its economy thriving despite the recent worldwide recession. Four Hungarian companies illustrate how quality has led to business success. Using total quality management techniques tailored to fit...


Open Access

Toe the Line: No More WorldComs

by Faltin, Donna M.; Faltin, Frederick

Revelation of mismanagement at WorldCom, Enron, Adelphia and other companies have led to an unprecedented erosion of confidence in corporate America....


Column: Measure for Measure: Mass Measurements

by Stein, Philip

Consumers don't need to know about buoyancy

How to measure mass while allowing for water or air...


Do Performance Appraisals Work?

by Juncaj, Tony

Since 1989 when Glenroy Inc., a small Wisconsin manufacturing firm, abandoned its performance appraisal and merit pay system in favor of market based pay grades and company-wide noncompetitive bonuses, few organizations have followed suit. Some quality...


Open Access

Effective Strategic Planning

by Cascella, Victor

Many business leaders have difficulty translating their strategic planning strategies into business results. One reason is that carefully devised strategies are often poorly deployed and implemented. To successfully launch a business strategy, an...


Design for Six Sigma: 15 Lessons Learned

by Treichler, David; Carmichael, Ronald; Kusmanoff, Antone; Lewis, John; Berthiez, Gwendolyn

Despite its growing popularity, Design for Six Sigma (DFSS) is a difficult transition for most companies. Six Sigma professionals from a number of major corporations share their experiences switching from a deterministic to a probabilistic design...


2001 Quality Progress Salary Survey

by Phillips-Donaldson, Debbie; Bemowski, Karen

Reflecting the slow steadying of the economy since mid-2000, the 2001 annual survey shows quality professionals in most areas making modest gains, while those in some job functions even saw large salary increases. Although future gains may well be...


Salary Survey – 2001

by Phillips-Donaldson, Debbie

Quality Professionals Stand the Test

This was only the second year Canadian quality professionals were surveyed, and the job title of engineer was broken down into four separate categories: product, quality, reliability and software quality engineer. Despite the slight fall for U.S. vice pre...


Salary Survey – 2001

by ASQ

Regular Employee - Section 1. Salary by Job Title

This year, the salary survey included a new job title: associate. Consultants, directors, managers, reliability engineers, software quality engineers and vice presidents have a higher average salary than the national average salary. Analysts, associates, ...


Intentional Change By Design

by Shinn, Gregory S.

Quality initiatives and other organizational changes often disrupt normal internal functions. Many stakeholders, especially executive managers, aren't fully aware of the consequences of a "quality system of the month" approach, and they frequently...


Capturing Financial Benefits From Six Sigma

by Neuscheler-Fritsch, Debbie; Norris, Robert

Six Sigma is a disciplined approach that helps organizations consistently meet customer requirements and drive continuous improvement through process-focused management. First and foremost, Six Sigma is about delivering value to the shareholder. What...


How Well Does Your Reward System Support TQM?

by Allen, Richard S.; Kilmann, Ralph H.

Many organizations' attempts to implement a total quality management (TQM) program fail because they are reluctant to make changes to their reward practices in support of TQM. Traditional reward systems focus on individual performance and do little to...


Salary Survey – 2000

by ASQ

Inspectors See Big Increases; Ahead of Technicians

According to the 2000 Quality Progress salary survey, quality inspectors in the United States earn an average of $37,795, up nearly 9% from the $34,802 reported in last year's survey. At the top of the salary heap, quality vice presidents responding to th...


Obstacles to Implementing Quality

by Salegna, Gary; Fazel, Farzaneh

Organizational performance improves when quality management systems are implemented appropriately. Inconsistencies in the records of companies using Total Quality Management have given rise to debate about the usefulness of TQM programs, however....


Questions Lead, Answers Follow

by Harry, Mikel J.

Six Sigma performance metrics help point the way

In the language of Six Sigma, these questions are shown in Figure 1. As a business leader, I can guide my organization to answer each of the 384 possible questions represented by the chart. In summary, it can be said that Six Sigma is a quest for the qual...


Linking Six Sigma with QS-9000

by Munro, Roderick A.

Six Sigma is changing the way the automotive industry approaches quality improvement. Ford Motor Company is the first automaker to use Six Sigma to focus on customer satisfaction, and several other automotive suppliers plan to use the approach as well....


Tapping into People

by Palmer, Brien; Ziemianski, Mike

Respironics, Inc., a manufacturer of medical equipment, wanted to assess the general well-being of its employees by surveying them. The development of the survey and the survey process led to the coverage of topics and the identification of uses for...


Using Calibration in an Office Environment

by Kydoniefs, Leda; Lindblom, Carl

The United States Bureau of Labor Statistics applies industry's concept of calibration to the production of cognitive activities rather than tangible products in an office environment. Data collected by the BLS must satisfy various criteria for...


TQM's Human Resource Component

by Lowery, Christopher M.; Beadles, Nicholas A. II; Carpenter, James B.

A survey of manufacturing firms in Georgia examined human resource (HR) factors and outcomes of implementing total quality management (TQM). Of about 350 firms receiving the survey, 91 produced usable results, 35 of these being from firms using TQM....


Baldrige and the Human Equation In Health Care Mergers

by Lipson, Fran; Riddell, Andrew

This preliminary research was used to create a draft survey that was presented to an employee opinion survey team, which was responsible for the entire survey process. The ECI uses the results of multiple questions about employee loyalty to the organizati...


Salary Survey – 1999

by ASQ

Full Survey

22 I Q U A L I T Y P R O G R E S S I N O V E M B E R 1 9 9 9 Table of Contents PART 1 Regular Employee Results Section 1. Salary by Job Title and Nonexempt vs. Exempt Status* 25 Section 2. Salary by Number of Work Hours* 27 Section 3. Salary by Nonexempt...


Cowboy Quality

by Maguire, Miles

Mikel J. Harry is the acknowledged leader in the theory and application of Six Sigma. Although Six Sigma is related to the concepts of variation and standard deviation, it goes beyond these ideas. While allowing for some uncontrollable fluctuation...


Measurements and the Knowledge Revolution

by Pearson, Thomas A.

Real-time delivery of valued knowledge provides strong support for enterprise operations. In the knowledge revolution, organizations can improve knowledge delivery with the right measurement and information systems. Successful organizations must use...


Open Access

The Call of Quality: Doing Right Things Right

by Jacques, March Laree

Models of excellence and doing the right thing are found in codes of ethics, certification programs, and award criteria. In this era of competitiveness and complexity, people and their organizations are challenged to understand the multiple aspects of...


More, Better, Faster from Total Quality Effort

by McCamey, David A.; Boggs, Robert W.; Bayuk, Linda M.

The plan-do-check-act (PDCA) cycle facilitated breakthrough improvement at Procter & Gamble's (P&G) health care over-the-counter (OTC) clinical division. The Plan step had four components. First, apply the principles of total quality. These included:...


Implementing the Six Sigma Solution

by Blakeslee, Jerome A., Jr.

Six sigma initiatives rely on quantitative, root-cause analyses and the comparison of customer requirements to business performance. Any business can use this method to solve its process problems. To do so, it must have good information about its...


How a Team Can Grow

by Denton, D. Keith

Team growth relies on: planning; communication; a well defined target; performance measurement; and a goal to establish self-directed work teams (SDWTs). Only 10% of employees at Fortune 1000 companies are in work teams, perhaps due to poor development...


Aftermath of Battle

by Kedzie, Dan; Lantzer, Norrell; Wernsman, Robert; Sieber, Ellen; Bond, Thomas

The removal of unexploded ordnance (UXO) is a critical problem deserving of quality assurance. UXO causes some 20,000 civilian casualties annually, while UXO sites in the United States are found on over 11 millions acres. However, there is no one...


When Culture Resists Change

by Huggett, James F.

Organizational change requires the alignment of behaviors and thoughts to a clear and well communicated vision. Resistance to change is really resistance to personal loss of control. Such resistance can be thwarted by helping all understand their...


Putting Quality in Knowledge Management

by Wilson, Larry Todd; Asay, Diane

Rapid access to expertise within an organization is a purpose of knowledge management. Quality professionals have critical leadership and educational roles in the harvesting of that knowledge and in the management of corporate memory. Knowledge is...


ASQ's Accelerating Change Collaborative Series: A Challenge for Industry

by Nolan, Kevin

Cooperation and learning are fostered by sharing knowledge and focusing on subject matter. The ASQ ACCS (American Society for Quality Accelerating Change Collaborative Series) initiative encourages organizations to spread knowledge and learn from each...



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