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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....


Statistics Roundtable: The Quality Practitioner’s Friend

by Borror, Connie M.

On Aug. 28, 2013, the quality and statistics communities lost one of their biggest champions: Lloyd S. Nelson. Nelson was an honorary member of ASQ, the founding editor of the Journal of Quality Technology and wrote the Technical Aids column for JQT....


Open Access

A Step Forward

by Hampton, Debra M. Hay;

The committee draft of ISO 9001:2015 is significantly different from ISO 9001:2008, and includes new terms and clause structure. It also focuses on reducing risk and applying the process approach....


Open Access

Career Corner: Penny-Wise Planning

by ReVelle, Jack B.

Find your financial footing before your golden years....


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....


Expert Answers: March 2014

by QP Staff

Defining the customer ... incoming inspections...


Standards Outlook: Into the Future

by Reid, R. Dan

During the past 30 years or so, there has been a lot of content in this column and in QP dealing with management system standards (MSS). Well, get ready. ISO MSSs as you know them are about to change, starting as soon as next year....


Open Access

Learning From Experience

by Behling, David

Seven thought leaders offer their take on lean’s impact, opportunities and challenges....


Expert Answers: February 2014

by QP Staff

Controlling documents ... Showing resources in an audit...


Statistics Roundtable: Assessing Analytical Equipment Accuracy

by Hare, Lynne B.

Much ink and training time have been devoted to measurement systems analysis (MSA)—the adopted child of Six Sigma—and other statistical training programs that continue to add great value through improvements in quality and productivity....


Open Access

Salary Survey 2013: Read Their Minds

by Hansen, Max Christian

The quality profession is helping the world economy pull out of its long slump. And the professionals who responded to this year’s QP Salary Survey seem to be experiencing their own recovery—be it ever so slight....


2013 Salary Survey: Part 2, Section 23. Base Earnings by Education and Training

by Hansen, Max Christian

The independent consultants who respond to QP’s Salary Survey are, of course, a smaller group than the regular employees. This year in the United States, 62 consultants reported working part-time and 109 full-time....


2013 Salary Survey: Part 2, Section 21. Consultants Overview

by Hansen, Max Christian

Slightly less than two-thirds of the self-employed consultants who responded to this year’s QP Salary Survey work full-time at their consulting activities....


2013 Salary Survey: Part 1, Section 12. Salary by Industry

by Hansen, Max Christian

Year after year, respondents from North America are more likely to work in the manufacturing sector than the service sector. But, also perennially, the workers in service industries bring home, on average, bigger paychecks....


2013 Salary Survey: Part 1, Section 1. Salary by Job Title

by Hansen, Max Christian

Of those who responded to this year’s salary survey, the vast majority are employees of a single organization, and of these, most work full time. Part 1 of this report, consisting of sections 1-19, address these respondents....


2013 Salary Survey: Part 2, Section 22. Base Earnings by Years of Experience

by Hansen, Max Christian

It seems an individual’s years of experience as a consultant are a poor predictor of individual earnings—at least that’s the picture presented by Figure 1, which shows income by consulting experience for our self-employed respondents worldwide....


Open Access

Words to Work By

by QP Staff

Readers shared their favorite quality quotes and reflected on the wisdom of the words....


Standards Outlook: Work in Progress

by Liebesman, Sandford

ISO 9001:2008 and ISO 14001:2004 are scheduled for major revisions by the end of 2015. Many of the revisions being considered are controversial. In this column, I will only discuss the changes to ISO 9001, but note that changes to ISO 14001 are similar....


Innovation Imperative: Changing Tides

by Merrill, Peter

We are currently in a perfect storm for global change. The global marketplace is changing and advances with technology are dramatically changing the way we complete even the simplest tasks. We are responding to change by innovating....


Turned On

by Scriabina, Natalia; Cort, Gary

Quality can be defined in many ways. In technical usage, quality can have two meanings: the characteristics of a product or service that influence its ability to satisfy stated or implied needs; or a product or service free of deficiencies....


Open Access

Career Corner: The Dilbert Syndrome

by Lindborg, Henry

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


Standards Outlook: Regulatory Nightmares

by Schnoll, Les

“Do it right the first time” is a mantra often used by quality professionals. In the associated world of regulatory affairs and compliance, this adage also represents an appropriate mindset....


Open Access

Expert Answers: September 2013

by QP Staff

Centralizing quality ... ISO 9001 cost of implementation...


Open Access

Quality in the First Person: Quality Couple

by Mouradian, George

Husband and wife use quality tools to sweeten union...


Open Access

Standard Wise

by Combs, Oscar

View ISO 9001 as more than a QMS standard to lift business performance to new heights....


Open Access

Career Corner: The Gift of Growth

by ReVelle, Jack

For both mentors and mentees, mentorship is an invaluable experience....


Open Access

Quality in the First Person: Broken Arrow

by ReVelle, Jack

One member’s role in preventing nuclear disaster....


3.4 per Million: Operational Definitions

by Kubiak, T.M.

If your organization is like most when it comes to data collection or metric development, little thought is actually given to these processes. I mean, after all, how difficult can it really be?...


Raising the Bar

by Bertels, Thomas; Buthmann, Arne

Many large organizations have invested in operational excellence initiatives. Some organizations are motivated by potential cost savings, while others are looking for culture change or a common language for solving problems....


Full View

by Richardson, Robb

As quality professionals, we are comfortable in discussing both the health of a process and how to improve it using the tools of our trade. Yet, when it comes to applying those same approaches to our own performances, many of us are far less comfortable....


Open Access

Expert Answers: July 2013

by QP Staff

Micrometers ... Quality indicators ......


Open Access

Career Corner: Stake Your Ground

by Lindborg, Henry

Stakeholder analysis has become standard practice among quality practitioners....


Mood Righting

by Thor, Scott

U.S. organizations face monumental challenges as a global economy has emerged. Arguably, the global economy is driving competitive forces to levels unimaginable only a few decades ago....


Standards Outlook: World View

by Liebesman, Sandford

The global economy has provided organizations with many opportunities that didn’t exist even 10 years ago. On the other hand, the internet and extensive outsourcing have “flattened” the Earth, presenting organizations with many new risks....


Tool Time

by Liu, Shu

“Does everybody know what time it is? It’s ‘Tool Time’!” On “Home Improvement,” one of the most watched TV sitcoms in the U.S. in the 1990s, Tim and his assistant, Al, demonstrated to their television audience what tools they had and how to use them....


Standards Outlook: What’s Cooking?

by Schnoll, Les

The U.S. Federal Drug Administration Food Safety Modernization Act is another milestone in food safety—the latest step to supplement hazard analysis and critical control point programs that have been mandated for a variety of commodities....


Expert Answers: April 2013

by QP Staff

Root cause analysis tools ... Calibration data for a fee ......


Open Access

Apples to Oranges?

by Surak, John G.;

Consumers around the world demand safe food. Through the years, retailers and food companies have pushed their suppliers to have food safety systems and improve on them. The drive started with suppliers being required to have third-party good GMP audits....


Open Access

Career Corner: Out of Hiding

by ReVelle, Jack B.

While I was the senior statistician for a manufacturing division of a major aerospace firm, I shared the concept of the hidden factory with a statistical quality control (SQC) training class composed entirely of senior and middle management....


3.4 per Million: Box Paradox

by Carnell, Mike

Without any data to support this, I’m willing to wager that anyone who has been employed in a manufacturing or transactional environment for five years has either been directed to or heard someone direct others to “think outside the box.”...


Open Access

Quality in the First Person: Failure of Inspection

by Austin, Alan L.

Inspection often occurs at the end of the production line. As a result, the information gained from identifying problem pieces comes too late to make adjustments in the process, let alone isolate places in the process that are causing the problem....


Open Access

Salary Survey 2012: Facing Tight Times

by Hansen, Max Christian

The more things stay the same, the more quality professionals must look for productive ways to change. For the first time since QP began its annual salary survey, the most important indicator—average salary—has become frustratingly stuck in place....


Open Access

Career Corner: Trade Your Expertise

by Westcott, Russell T.

Most readers have an idea of what a mentor is. Perhaps you have received counsel or knowledge from an experienced mentor or mentored a person seeking your advice. But there is a lesser-known mentoring relationship—a peer-to-peer relationship....


Salary Survey 2012: Part 1, Section 1: Salary by Job Title

by Hansen, Max Christian

Figure 1 includes results for: x Full- time employees, part- time employees, x U. S. employees, Canadian employees, International employees Salary by job title for U. S. respondents / FIgUre 1 46,884 50,558 53,970 56,246 57,718 69,279 70,094 72,261 74,13...


Salary Survey 2012: Part 1, Section 12: Salary by Industry

by Hansen, Max Christian

Transportation and aerospace products 12.8 80,965 24.7 79,706 other products 5.3 78,625 4.7 78,111 Service sector 28.5% $ 90,449 42.8 $ 93,453 Construction services 5.4 90,114 7.0% 85,600 Consulting and other professional, scientific and technical servic...


Salary Survey 2012: Part 2, Section 23: Base Earnings by Education and Training

by Hansen, Max Christian

1 28,000 28,000 Certified manager of quality/ organizational excellence 20,000 275,000 86,193 9 112,391 100,000 Certified quality auditor 12,000 180,000 56,553 17 87,066 96,521 Certified quality engineer 12,000 214,245 71,048 10 96,625 82,500 Certified q...


Salary Survey 2012: Part 2, Section 21: Consultants Overview

by Hansen, Max Christian

annual revenue for full vs. part- time consulting / Figure 2 88,160 130,405 35,024 146,750 0 $ 20,000 $ 40,000 $ 60,000 $ 80,000 $ 100,000 $ 120,000 $ 140,000 $ 160,000 Self- employed consultants who work part- time in the United States ( 44.2%) Self- em...


Salary Survey 2012: Part 2, Section 22: Base Earnings by Years of Experience

by Hansen, Max Christian

Qp 181 Base earnings by consulting experience for U. S. self- employed consultants / Figure 1 133,145 150,981 122,500 161,818 124,015 43,417 56,500 95,969 93,000 85,700 80,383 37,705 0 $ 20,000 $ 40,000 $ 60,000 $ 80,000 $ 100,000 $ 120,000 $ 140,000 $ 1...


Open Access

Quality Around the Clock

by QP Staff

It’s in your DNA. It’s how your mind works. It’s what you do. It’s who you are. When you work in quality, you see things differently. You approach problems and scenarios in certain ways. It happens after you’ve signed off....


Standards Outlook: From the Trenches

by Liebesman, Sandford

ISO 9001 and the COSO internal control guidance document used by financial organizations that must comply with the requirements of the Sarbanes-Oxley Act don’t have a lot in common, but one thing they share is the need to update the current version....


Open Access

Quality in the First Person: When Is a Cappucino Not a Cappucino?

by MacDonald, Diane

Understanding unspoken customer needs is a 10 on the Richter scale of customer satisfaction. How can we understand the unspoken needs of customers, when customers themselves are unaware?...


A Service Framework

by Tyagi, Rajesh; Piccotti, Jen

To help service quality professionals negotiate the unique challenges they encounter, the ASQ Service Quality Division envisaged the Service Quality Body of Knowledge as an umbrella framework....


Standards Outlook: Keep It Clean

by Schnoll, Les

Unfortunately, many organizations fail to adequately assess their overall facility environment, forget or are unaware of the need to ensure their buildings are clean and well-organized, and meet organizational and regulatory requirements....


Open Access

Career Corner: Risky Reputation

by Lindborg, Henry J.

Formerly the work of marketers, an organization's image and reputation are integral to quality and risk-based management systems. They are everyone's business in sustaining corporate integrity, and they deserve the attention of quality professionals....


Open Access

One Good Idea: Survey Fatigue

by Pecoraro, Joel

Who among us has not suffered the endless assault of satisfaction surveys? Society is surveyed out, but that doesn't mean the pursuit of meaningful customer feedback is a waste of time. It's just that the challenge is getting more difficult....


Open Access

Career Corner: Light Your Fire

by ReVelle, Jack B.

It takes the right team members to create an enabled, empowered, motivated, cross functional, self-directed team capable of selecting the most important tasks, and then efficiently and effectively solving the most critical problems....


Follow the Signs

by Palmer, Brien

Many change models have been proposed, but one stands out: the transtheoretical model, also known as the health behavior change model. The model originates from directly observing how people really did or didn’t change in response to urgent medical needs....


In the Trenches

by Tiwari, Anshuman

Deploying a quality change program is something every organization needs to do sooner or later, whether it involves lean, Six Sigma, the Baldrige criteria, kaizen or any other improvement effort. But managing a change program is a double-edged sword....


Expert Answers: July 2012

by QP Staff

Reigniting quality ... Going nuclear...


Open Access

Quality in the First Person: No Such Thing as Altruism?

by Davis, David

It was an argument that got people out of their chairs and yelling, a verbal war that pitted students’ basic moral principles against one another. The professor set the class up for this. At issue was the assertion that there’s no such thing as altruism....


Expert Answers: June 2012

by QP Staff

Continuous vs. discrete data ... Get IT under control ... You must measure ......


3.4 per Million: The Significance of Simulation

by Kubiak, T.M.

The certified Six Sigma Master Black Belt body of knowledge, introduced in 2010, included the subject of simulation and, specifically, digital process simulation. This is refreshing because this tool is often omitted from lean Six Sigma training....


On the Right Course

by Nejati, Mehran; Ghasemi, Sasan

In today's competitive business environment, organizations do not always limit their concerns to those of shareholders and customers....


Valuable Resource

by Zimmerman, Andrea

Talent development is addressed in three key components of sustainability management systems: international standards, social responsibility (SR) reporting and performance excellence frameworks....


Open Access

One Size Fits All

by Krzykowski, Brett; Hankel, Amanda

There’s a reason why simple tools endure: They work, regardless of the situation. That’s a characteristic shared by the Baldrige Criteria for Performance Excellence....


Open Access

Fair or Foul?

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

After Moneyball was published nine years ago, Oakland A’s GM Billy Beane was hailed as a genius for adopting analytics in baseball. His goal was to create a small-budget MLB team that could compete with big-spending teams in the American League....


Expert Answers: April 2012

by QP Staff

The right way to roll out Six Sigma ... Dealing with troublesome auditees....


Open Access

Career Corner: Should You Blow the Whistle?

by Lindborg, Henry J.

Becoming a whistle-blower is no easy choice, even for quality professionals knowledgeable of organizational behavior and accustomed to audit processes with clear guidelines for nonconformance and corrective action....


Standards Outlook: Revised Thinking

by Liebesman, Sandford

COSO developed the internal control integrated framework in 1992 in response to the savings and loan scandals of the 1980s. COSO is now 20 years old and is due for an upgrade to incorporate changes in the financial environment....


Rethinking Design

by Gattiker, Thomas

Design thinking offers several tools and concepts that can complement problem-solving approaches normally taught and used by quality professionals....


A Tangled Web

by Dougherty, Jim; Lengel, Wylene

In simple terms, software as a service is on-demand access to software via the internet. It seemingly eliminates the installation and testing of the software by the customer—or does it?...


Open Access

Email Matters

by Milton, Alec

It is commonly accepted that 80% of data within an organization is unstructured. Emails are considered a part of the definition of unstructured data. But with the right processes, it is possible to get email under control....


Statistics Roundtable: Right Answer, Wrong Query

by Anderson-Cook, Christine

Recently, I was reminded of one of my favorite statistics-related quotes from John W. Tukey: “Far better an approximate answer to the right question, which is often vague, than an exact answer to the wrong question, which can always be made precise.”...


Standards Outlook: Complex Relationship

by Schnoll, Les

In addition to being required to master a multitude of global requirements, regulatory professionals must address other issues that impede their ability to function expeditiously....


Open Access

The Power of Positive

by Johnston, Frank C.; Beck, Duane P.

In his 2006 book, The World is Flat, Thomas Freidman cites the many challenges globalization puts on corporate life: changing political realities, social entrepreneurship and the effects of the internet....


Expert Answers: February 2012

by QP Staff

The best way to eliminate errors ... Adjusting to a new auditor....


Open Access

Career Corner: Keep Your Toolbox Full

by ReVelle, Jack B.

Be aware of all the tools at your disposal to excel at your job. Your career as a quality professional depends on your ability to recall a specific quality tool and apply it when necessary....


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....


Lead On

by Liu, Shu; Ruegg, Stephen

In today's business environment, any organization that wishes to exceed customer expectations and stay competitive needs effective supplier management. Emotional intelligence plays an important role in dealing with suppliers....


Fail-Safe FMEA

by Rodríguez-Pérez, José; Peña-Rodríguez, Manuel E.

The appropriate use of quality risk management can help organizations comply with regulatory requirements, such as good manufacturing practices or good laboratory practices....


Open Access

Safe and Secure

by Scott, Bill; Krempley, Mark

Organizations everywhere are expected to do more with less in all areas of business. Safety and risk management are not necessarily immune when organizations must make difficult decisions about cuts in personnel and funding....


Online Conklin: The Road More Traveled

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

After being part of a great team that implemented process management at Plant Able in the XYZ division of Heavymet, I took the show on the road to our sister facility Plant Baker....


Expert Answers: January 2012

by QP Staff

Cost-of-quality reporting ... Auditing options ......


Salary Survey 2011: Part 2, Section 21: Consultant Overview

by Hansen, Max Christian

QP Salary Survey 2 0 1 1 Billing methods used by consultants / Figure 3 annual revenue for full vs. part- time consulting / Figure 2 74,648 166,927 27,667 137,500 0 $ 20,000 $ 40,000 $ 60,000 $ 80,000 $ 100,000 $ 120,000 $ 140,000 $ 160,000 $ 180,000 Sel...


Salary Survey 2011: Part 2, Section 23: Consultant Education and Training

by Hansen, Max Christian

Base earnings for U. S. self- employed consultants / Table 1 ( conTinueD) Minimum Maximum Standard deviation Count Average Median Part- time All consultants $ 10,000 $ 450,000 $ 82,437 87 $ 74,648 $ 54,000 Highest level of education High school diploma 6...


3.4 per Million: The Way to Fail

by Kubiak, T.M.

Several months ago, I received a call from a lean Six Sigma leader from a large multinational organization who was concerned because his organization was having great difficulty completing projects....


Open Access

Salary Survey 2011: Land the Big One

by Hansen, Max Christian; Wilde, Nancy J.; Kinch, Eileen R.;

Certification holders—or those thinking about obtaining certifications—should know that these assets make them more attractive to potential employers. In most cases, a certification offers the most value when it is held by a professional whose job duties ...


Salary Survey 2011: Part 1, Section 12: Salary by Industry

by Hansen, Max Christian

Nonelectronic measuring, analyzing and controlling instruments ( NAICS code 339): Balances, blood testing apparatus, Bunsen burners, centrifuges, distilling apparatus, laboratory incubators, SPonSoreD by Salary by industrial classification / Table 1 Unit...


Salary Survey 2011: Part 1, Section 14: Salary by Organization’s Quality Infrastructure

by Hansen, Max Christian;

com 144 SPonSoreD by Quality department size by organization size / Table 1 Number in quality department 1 to 9 10 to 19 20 to 29 30 to 39 40 to 49 More than 50 10 or fewer 33 11- 100 475 31 101- 500 528 192 52 13 501- 1,000 197 97 36 14 13 23 1,001- 5,0...


Salary Survey 2011: Part 1, Section 1: Salary by Job Title

by Hansen, Max Christian

QP 31 QP Salary Survey 2 0 1 1 Figure 1 includes results for: x Full- time employees, Part- time employees, x U. S. employees, Canadian employees, International employees Salary by job title for U. S. respondents / FIgUre 1 46,455 50,172 51,664 59,842 62...


Salary Survey 2011: Part 2, Section 24: Earnings and Rates by Age, Gender and Geographic Location

by Hansen, Max Christian

Part 2. Self- Employed Consultant Results Section 24. Earnings and Rates by Age, Gender and Geographic location Demographic Details For Consultants QP Salary Survey 2 0 1 1 Consultant earnings and rates by age and gender / Table 1 Average base earnings A...


Salary Survey 2011: Part 2, Section 22: Consultant Experience

by Hansen, Max Christian

2 10,000 10,000 6.1- 10 years 10,000 130,000 44,083 8 44,875 22,500 10.1- 20 years 10,000 400,000 81,604 26 86,346 65,000 More than 20 years 10,000 450,000 89,467 48 79,175 55,000 Full- time All consultants 15,000 700,000 124,507 112 166,927 140,000 Numb...


All Over the Map

by Merrill, Peter

Innovation can be rewarding, and it’s taking on greater importance worldwide. There’s no better proof of this than the recent World Economic Forum analysis of the innovative capability of countries from all parts of the globe....


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

40 New Voices of Quality

by QP Staff

When QP set out to find the individuals who will give a voice to the new generation of quality professionals, one of the hopes was that the group’s makeup would lend insight into what the future holds....


Is Six Sigma Dead?

by Weeks, J. Bruce;

There are reports from the field about the death of Six Sigma. The word is that it has been overused, has not brought its expected benefits and that newer methodologies, such as the theory of constraints and systems thinking, are replacing it....


Standards Outlook: The Missing Link

by Liebesman, Sandford

In most organizations, quality and finance behave like independent silos, resulting in excessive costs and unhappy customers and investors....


Open Access

Career Corner: Planning Ahead

by Lindborg, Henry J.

When TQM became a strategic imperative for competitive advantage, celebrity CEOs became cheerleaders, quality maturity was measured by more vice presidents for quality, and academics traced quality’s history from inspection to customer-focused strategy....


Statistics Roundtable: Taking Stock

by Anderson-Cook, Christine M.

Recently, there has been exciting discussion about statistical engineering and its potential to redefine the role of statisticians and increase our influence in business through expanded participation in decision-making for high-impact problems....


Standards Outlook: How Will You Manage

by Schnoll, Les

While the required skill sets of quality and regulatory professionals constantly change, and capability upgrades must be ongoing to ensure success, it was hard to predict that branching out into project management would be the next hurdle....



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