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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....


Standards Outlook: Corrective Action Challenge

by Reid, R. Dan

The purpose of corrective action is to prevent the recurrence of the problem. There are usually many actions that can be taken to address the problem, ranging from incremental changes to innovative solutions....


Quality Curriculum

by Taylor, James B.; Sinn, John W.; Lightfoot, William S.

Does quality exist as an entity independent of business? Are the business of quality and the quality of business simply two sides of the same coin? No matter—the quality discipline has become inextricably woven into business....


Standards Outlook: Know Your Future

by Reid, R. Dan

The future is a subject of great interest to quality practitioners. So let’s look for initiatives that may be right around the corner. Armed with the right information, you should be able to get a head start on the competition....


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....


Open Access

What Have We Learned?

by Reid, R. Dan

In a general way, the disaster in Japan provides us with a good context to see what lessons can be learned from fundamental quality management science....


Climb to the Top

by QP Staff

Who said it’s lonely at the top? For only the second time since the Baldrige program began in 1988, seven organizations were recognized last year with the nation’s highest presidential honor for performance excellence—the Baldrige Award....


Statistics Roundtable: Knowing There Are Unknowns

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

DO THE ITEMS that people carry in their pockets or purses make them more likely to develop cancer? In an epidemiological study on the development of lung cancer in the population, is carrying matches an important variable?...


Standards Outlook: Benefit Without a Doubt

by Bucher, Jay

In the typical executive reward system, bonuses are based, in part, on implementing creative solutions to complex problems rather than using standardization. for strategic advantage....


Open Access

3.4 per Million: Firefighting With DMAIC

by Snee, Ronald D., Gardner, Edgar C.

As quality professionals, we like to solve problems by finding root causes and putting fixes in place. As a rule, we don’t like to fight fires, but sometimes we have to....


Open Access

Reviving Healthcare

by Kenney, Charles

As a child in rural Connecticut, Don Berwick often was awakened in the dead of night by the piercing ring of a telephone coming from down the hall....


Standards Outlook: Knowledge Is Power

by Reid, R. Dan

In most systems, executives are rewarded for coming up with creative solutions to complex problems rather than for standardization work. Yet, there is tremendous value in standardization....


Open Access

Get the Whole Picture

by Sherman, Peter

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


Online Figures Sherman

by Sherman, Peter

Episode Type Issue ( People, technology or process) QA vs. QC Controllable or Uncontrollable Potential Impact 1 Not reviewing medical binder for prescription medications Adverse health implications; lawsuits Not performing two procedures backtoback to re...


Open Access

Narrow Healthcare's Quality Chasm

by Denney, William; St. John, Cynthia; Youngblood, Liz

Today's healthcare leaders face the need to effectively manage not only the clinical but also the business side of their operations. This includes demonstrating cost reductions, overall organizational improvement and long-term sustainability....


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....


Standards Outlook: Major Upgrades

by Reid, R. Dan

The new fourth edition of the Chrysler, Ford and General Motors (GM) Potential Failure Mode and Effects Analysis (FMEA) Reference Manual, which was released last year, is a significant upgrade from the third edition published in 2001....


Statistics Roundtable: Grab the Brass Ring

by Snee, Ronald D.

Remember going to the amusement park and riding the carousel or merry-go-round? During the ride, there was sometimes a brass ring you could grab from a dispenser.It took some dexterity to snatch the ring from the dispenser as the carousel rotated....


Know Thyself

by Warda, Robert P.

There are two schools of thought when it comes to improvement: project-centric improvement and culture-centric improvement. Traditional thought says these approaches have their separate places. But PCI and CCI are inextricably linked....


Open Access

Perspectives: First, Do No Harm

by Cichowicz, Judith A.

Healthcare costs in the United States are increasing at staggering rates. In fact, last year’s employer health insurance premiums increased by 5%, which is two times the rate of inflation....


Open Access

Building From the Basics

by Rooney, James J.; Kubiak, T.M; Westcott, Russ; Reid, R. Dan; Wagoner, Keith; Pylipow, Peter E.; Plsek, Paul

Quality control is about models, methods, measuring and managing. It’s about uncovering a problem and finding the solution. It’s about using the right techniques at the right time to make things better....


Standards Outlook: Automakers Shift Manual Into Another Gear

by Reid, R. Dan

The Automotive Industry Action Group (AIAG) published the second edition of the Advanced Product Quality Planning (APQP) and Control Plan Reference Manual this summer....


3.4 per Million: Putting It All Together

by Snee, Ronald D.; Gardner, Edgar C.

For companies that have been asking themselves how to achieve even more improvement, the answer lies in developing a comprehensive process management system that integrates three critical components....


Statistics Roundtable: The Trusty Jackknife

by Allen, I. Elaine; Seaman, Christopher A.

Outliers are a continual source of problems when analyzing data. A few questionable data points can skew your distribution, make significant results seem insignificant and generally ruin your day....


Standards Outlook: Hazardous to Your Health

by Reid, R. Dan

One hospital chain in my area has a snappy ad saying your selection of a hospital could be the most important choice you will ever make. This might be true—going into the hospital these days can be hazardous to your health....


Statistics Roundtable: More is Better

by Anderson-Cook, Christine M.

Central to the core goals of Six Sigma and other quality improvement initiatives is the idea that reducing variation in processes is a vital part of successfully enhancing customer satisfaction and bottom-line results....


The Remedy for a Data Dilemma

by O'Brien, Colleen; Jennings, Sue

In 1994, Bellin Health volunteered for a pilot assessment managed jointly by the Baldrige National Quality Program and the Joint Commission. This assessment helped Bellin focus on developing an integrated measurement system....


Open Access

Expert Answers: February 2008

by QP Staff

ISO standards outlines ... The benefits of kaizen blitzes....


Standards Outlook: Auto Industry Drives to Improve Healthcare

by Reid, R. Dan

The U.S. auto industry has been challenged by its need to compete in a global marketplace while burdened by healthcare expenses for workers and retirees....


3.4 per Million: Use DMAIC to Make Improvement Part of the Way We Work

by Snee, Ronald D.

Faster, better, cheaper. That’s what organizations across almost all major industries must now do to remain competitive....


Benchmarking in Hospitals: More Than a Scorecard

by Sower, Victor

The term “benchmarking” as mentioned in hospital quality literature is not true benchmarking, but simply a comparison of outcome measures with industry averages. Benchmarking is an improvement process that measures an organization’s performance...


Statistics Roundtable: Turning Shewhart?s Challenge Into Opportunity

by Snee, Ronald

Statisticians must step forward and lead management to become more statistically minded.

Nearly 70 years ago, quality pioneer Walter Shewhart threw down the gauntlet: "The long-range contribution of statistics depends not so much on getting a lot of highly trained statisticians into industry as it does...


Open Access

Career Corner: Has Information About Quality Become a Liability?

by Kulisek, Diane

While having lunch with a good friend not long ago, I gained unique insight into a very real concern for those of us in the quality profession and the organizations we work with....


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...


Statistics Roundtable: Process Variation: Enemy and Opportunity

by Snee, Ronald D.

As the giants of scientific management and the quality movement long ago pointed out, work takes place in a series of interconnected processes....


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...


Open Access

Empowering Employees to Pull the Quality Trigger

by Miscikowski, Douglas K.; Stein, Eric W.

The successful implementation of a quality management system calls for a shift in decision making from quality managers to shop floor operators empowered to initiate a corrective action in the event of a quality event. While the widespread use of data...


3.4 Per Million: The Hard Part: Holding Improvement Gains

by Snee, Ronald D.

You've overcome the obstacles to launch your latest improvement initiative: scarce resources, time pressure, unforeseen glitches at every turn. Now comes the hard part--sustaining the gains....


Open Access

Make Healthcare Lean

by Manos, Anthony; Sattler, Mark; Alukal, George

The principles of lean manufacturing are as applicable to healthcare as they are to the automobile industry. However, unlike manufacturing, healthcare management structures are not usually hierarchical, and hospitals generally are not-for-profit. Value...


Statistics Roundtable: If You're Not Keeping Score, It's Just Practice

by Snee, Ronald D.

Despite the fundamental importance of measurement and measurement systems, statisticians and quality professionals engaged in process improvement and quality studies frequently find numerous gaps, including:...


Open Access

A Quest For Quality

by Zimmerman, Roseanne; Smith, Rhonda; Fernandes, Christopher M.B.; Smith, Teresa; Al darrab, Ayad

Hamilton Health Services, a Canadian healthcare organization with a multi-site emergency room program, used quality facilitators in six continuous quality improvement projects over a period of one year. Quality facilitators provide resources needed to...


Good News - If You're Ready

by Phillips-Donaldson, Debbie

Futuring is a structured look ahead aimed at enhancing anticipatory skills. ASQ's most recent futures study, conducted in 2005, identified six key forces of change: globalization, innovation, outsourcing, consumer sophistication, value creation, and...


Open Access

Change Healthcare Organizations From Good to Great

by Bodinson, Glenn W.

The Institute of Medicine estimates that the cost of the medical errors resulting in thousands of deaths each year and injury to thousands more is over $20 billion annually. While these figures are unacceptable, the good news is that the application of...


QFD in a Managed Care Organization

by Omachonu, Vincent; Barach, Paul

The application of quality function deployment (QFD) in the healthcare industry has been limited because the healthcare product is intangible and ill defined. Recently, however, a managed care organization used QFD to redesign its member handbook. QFD's...


Cumulative Meta-Analysis

by Allen, I. Elaine; Seaman, Christopher A.

Meta-analysis is a set of statistical procedures designed to integrate and synthesize experimental results across independent studies into an overall summary statistic....


Healthcare Agreement Revision Nears Release

by Reid, R. Dan

The first revision of the International Organization for Standardization (ISO) International Workshop Agreement (IWA 1) should be released this month if all goes according to plan....


Open Access

Simplify Baldrige for Healthcare

by Leonard, Denis; Reller, M. Katherine

The growing number of applicants for the Baldrige award in healthcare points to the need for a set of tools to help organizations assess themselves. A healthcare self-assessment matrix and opportunity for improvement worksheets are provided to help...


Open Access

Can the Gurus' Concepts Cure Healthcare?

by Nielsen, Don M.; Merry, Martin D.; Schyve, Paul M.; Bisognano, Maureen

Representatives of the movement for quality in healthcare present the views of four quality gurus as they apply to managing cost and improving the quality of healthcare. Don M. Nielsen says Philip Crosby's emphasis on prevention and zero defects has led...


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

Effective White-Collar Teams: The New Quality Imperative

by Guttman, Howard M.


In nonmanufacturing environments, quality has not had the impact that it has had in production environments because the input, process, output equation is less visible and more difficult to measure. In today’s competitive environment,...


Beyond Standards

by Mroz, Jim; Berglund, Ronald

A quality management system model for the healthcare industry based on ISO 9000 is preventing bureaucratic barriers from channeling resources away from customer service. The Sparrow Health System’s Sparrow Adult Outpatient Rehabilitation Services...


Improving Healthcare Quality Measurement

by Ilminen, Gary R.

In November 2002, the Institute of Medicine (IOM) released a major report on healthcare quality. Leadership by Example: Coordinating Government Roles in Improving Healthcare Quality...


Column: Standards Outlook: Characteristic Management

by Reid, R. Dan

Executives sometimes wonder why their organizations still have quality problems, despite their best efforts to eliminate them. There are many possible causes and you've probably heard of some of them, such as lack of resources and lack of leadership or...


Handling the Human Side of Change

by Balestracci, David

Quality efforts and their accompanying flurry of training activities continue unabated in many organizations. Many have morphed to adapt to the current crazes of Six Sigma and lean....


Open Access

Applying an Excellence Model to Schools

by Saraiva, Pedro M.; Da Rosa, Maria Joao Pires; D’Orey, Joao Lagoa

Students, parents and society are demanding much more of schools as education becomes more and more important for national economic competitiveness, growth and even survival....


Healthcare's Need For Revolutionary Change

by Merry, Martin D.

The United States medical system is obsolete, inefficient, prone to error, and ready for a paradigm shift. Its systems infrastructure is overwhelmingly complex and fragmented, primed to evolve to the next level. Clinical excellence was the focus of the...


Column: Career Corner: Be a Change Agent

by Balestracci, Davis

The quality profession is no longer static but is in a state of unprecedented transition. Practitioners must begin to see themselves as change agents facilitating an ongoing organizational quality improvement process....


Open Access

Rx for Excellence

by Daniels, Susan E.

SSM Health Care (SSMHC), the first healthcare winner of the Malcolm Baldrige Award, has been showing the world that a focus on continuous improvement can help the ailing healthcare sector. SSMHC operates as a private, not-for-profit system that owns,...


Running Like a Bottled Tornado

by Stegall, M. Scott

Many experts have extolled the benefits of transforming hierarchical, autocratic organizations into adaptive, self-organizing learning organizations. Their descriptions of these organizations are often complex and confusing, calling for a new analogy...


College and University Programs in Quality

by Johnson, Corinne, Compiler

A list is provided of more than 100 colleges and universities offering courses, programs, and degrees in quality related fields. The list is both alphabetical and geographical and indicates the type of institution and certificates or degrees offered....


Open Access

A Thing of the Past?

by Collier, David A.; Goldstein, Susan Meyer; Wilson, Darryl D.

The Malcolm Baldrige National Quality Award (MBNQA), the most widely adopted framework for an interdisciplinary approach to total quality management and organizational performance, has evolved from the original model in 1988 to the 1992 model and the...


Open Access

Reduce Human Error

by Rooney, James J.; Vanden Heuvel, Lee N.; Lorenzo, Donald K.


Human error is most often determined to be the cause of events leading to death or serious injury at healthcare facilities. When the responsible person is coached, disciplined, or perhaps even fired, managers and team leaders feel fairly confident...


Meeting Patient Expectations

by Crago, Michael G.

Nearly 100,000 patients die every year in U.S. hospitals due to medical errors, confronting both clinicians and professional healthcare managers with some challenging realities and questions. Could medical error be caused by operational disconnects...


Open Access

Developing a New Kind of Certification

by Hartman, Melissa G.


One of ASQ's newest certification exams, the certified quality improvement associate (CQIA), is a unique example of process management and response to customer needs. While most certifications are geared toward quality practitioners, CQIA...


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...


Open Access

Column: Emerging Sectors: Linking Strategic and Quality Plans

by Leggitt, Mark S.; Anderson, Rhonda

Baldrige assessment helps a Connecticut hospital overcome barriers to success, meet challenges and play on its strengths

The results were impressive when Hartford Hospital in Connecticut used a Baldrige assessment to guide it through improvement efforts. In the mid-1990s, the 845-bed urban teaching institution was going through major change and challenge. A new...


Annual Quality Awards Listing

by Johnson, Corinne N., Compiler

The annual resource guide is provided for automotive, government, international, national, regional, and state quality related awards and award programs. Awards are organized by type, the award's name and sponsor, criteria, contact information, and...


Open Access

10 Steps to a Baldrige Award Application

by Russo, C. W. Russ

Organizations participating in quality award programs based on the Malcolm Baldrige National Quality Award (MBNQA) criteria are discovering that writing a Baldrige application is a valuable self-assessment benchmark process and a relatively inexpensive...


How Do You Know the Change Worked?

by Kelley, D. Lynn; Morath, Paul

While Walter Shewhart's Plan Do Study Act (PDSA) cycle has been much used to assist organizations in continuous improvement in areas involving materials, methods, and machines, there has been little effort to use the cycle in areas involving human...


A Quick, Accurate Way to Determine Customer Needs

by Afors, Cristina; Michaels, Marilyn Zuckerman

Never before has so much attention been focused on the importance of understanding the customer, but business people encounter a discontinuity between market research and actual market performance. Customers tend to say one thing during research and...


Column: Standards Outlook: From Deming to ISO 9000:2000

by Reid, R. Dan

Lip service isn't enough; management must understand and carry out its obligations to achieve sustainability and growth

For quality programs to be successful, management must take an active role in their implementation. Plenty of guidelines are available in the work of quality leaders such as W. Edwards Deming and in more recently developed standards and programs such...


Doing It Wrong: A Case Study

by Roth, William; Potts, Marjorie

This case study looks at steps an insurance company took toward quality improvement, and how and why their efforts failed to achieve the desired results. Each step taken produced suspicion of upper management's motives, competition among middle...


Developing a Learning Organization In the Public Sector

by Hassounah, Jamil

Juran Trilogy used as project model

The combination of those statements motivated the deployment of a quality improvement project within the Health Care Department (HCD) of the city of Campinas in Brazil. The need for this is strengthened by the World Health Organization's recent report on ...


Open Access

Implementing Quality Programs in the Not-for-Profit Sector

by Lowery, Daniel

The success of quality programs at non-profit organizations often depends on intermediary organizations. These organizations may act as catalysts and include elements of encouragement, support, cajoling, and mandate. United Way organizations are in a...


Quality Professionals Around the World Share Similar Concerns, Experiences

by Dedhia, Navin Shamji

The International Chapter of ASQ has grown from about 25 members in 1956 to more than 5,000 members in about 90 countries by 2000. Quality professionals worldwide want to hold on to a core set of principles, and similar challenges face the quality...


Quality health care--a path forward.

by Reid, R. Dan

ASQ Division, AIAG and accreditation bodies develop guidance document based on ISO 9004

This document is the result of intensified efforts this year by the ASQ Health Care Division, more than 2,000 health care practitioners and the Automotive Industry Action Group (AIAG), including GM, Ford, DaimlerChrysler and the United Auto Workers, with ...


Salary Survey – 2000

by ASQ

Regular Employee Page - Section 4. Salary by Industrial Classification - Table C

Due to space considerations, the survey could not include all of the North American Industry Classification System (NAICS) categories. Thus, only the NAICS categories populated by at least 2% of ASQ members were listed. In the following, you'll find examp...


Salary Survey – 2000

by Bemowski, Karen

New information, new methodology

Other changes were also made to the salary survey that weren't related to the surveying of quality professionals in Canada. In the traditional mailing campaign, salary survey packets were mailed to 2,500 randomly selected ASQ members in the United States....


Making Informed Decisions In the Face of Uncertainty

by Ganley, Helen E.; Moxey, Jillian

A health care provider uses control charts to analyze data

Royal North Shore Hospital and Community Health Services (RNSH & CHS), a 650-bed government referral teaching hospital and trauma center in Sydney, Australia, recognized this and recently turned to such reporting mechanisms as a way to analyze patient sat...


Open Access

Will Quality Find a Home in the White House?

by ASQ

Identical questionnaires were sent to the campaign headquarters of both Governor George W. Bush and Vice President Al Gore to determine how each administration would use quality methods to improve governmental efficiency. The questionnaires also asked...


Teach What You Preach

by van Kemenade, Everard; Garre, Paul

To assess the demands of business and industry in Belgium, the Netherlands, Finland, and Great Britain, European researchers identified eight important quality concept and skill categories. These included customer orientation, the practical knowledge...


Open Access

Roll Quality Roll

by Dew, John R.

The University of Alabama is using the Baldrige Award criteria to measure its continuous improvement. As part of its effort, the university is raising its expectations of strategic quality plans to provide guidelines for improvements within colleges,...


Quality Awards Listing

by Hagen, Mark R.

The list includes national, international, state and regional quality awards and award programs and industry-specific quality awards programs. The listed awards are related to the practice of quality, do not limit eligibility to members of the...


Open Access

President's Quality Program Honors Government Organizations

by Mehta, Pradip V.

The President's Quality Award Program recognizes federal organizations for their accomplishments in continuous improvement via quality management principles and practices. The award was created in 1989 and is administered by the Office of Personnel...


Open Access

Integrating ISO 9001:2000 and the Baldrige Criteria

by Tonk, Hampton Scott

No single quality system, criterion, or philosophy will provide the solution to an organization's quality problems. A sound quality program can be implemented by an organization using ISO 9001:2000, the Baldrige Award and its criteria, and total...


Open Access

Quality Awards Make Winners Of Us All

by Hagen, Mark R.

The Malcolm Baldrige National Quality Improvement Act can be viewed as a way to understand the purpose of most quality awards programs. According to the act, the Baldrige Award seeks to encourage companies to improve their quality and productivity...


Open Access

A Trio for Quality

by Schyve, Paul, M.D.

Health care organizations can use quality approaches developed for other industries. Accreditation standards developed by the Joint Commission on Accreditations of Healthcare Organizations can be used in combination with criteria of the Malcolm...


Building a Better Doctor

by Murti, Gene; Sefton, Ann Jervie

Both the content and delivery of the medical education program at the University of Sydney in Australia changed in fundamental ways due to the application of quality tools. With the participation of staff and students, the Faculty of Medicine initiated...


New Skills Needed in Medical Leadership

by Bisognano, Maureen

Three leadership processes can aid improvement efforts in the health care field. These are supporting front-line efforts to reduce defects and improve outcomes, aggregating the effects of quality improvement activities, and integrating quality...


Column: Emerging Sectors: A Transformation To Quality Government

by Clark, Timothy J.

[Abstract from article]

The Government Performance and Results Act (GPRA), introduced into law in 1993, requires federal departments and independent agencies to improve the quality of their operations through the development of 5-year strategic plans...


Different Roads to Auto Quality: The Experts Speak Out

by Owens, George; Casey, John; Taguchi, Shin; Goeser, Louise; Mitchell, Scott; Bransky, Joseph R.

Product quality has become increasingly important in the automotive industry, but the definition of the term and the best ways to achieve product quality remain subjects of debate. Quality has been defined in a number of ways in the rapidly changing...


A Transformation To Quality Government

by Clark, Timothy J.

Spend a few hours a year applying 10 steps to a national issue or problem

Given this bipartisan commitment to continuous improvement, GPRA provides the foundation for a unique quality transformation that will be unprecedented in the history of the United States. First, the president and Congress must apply the framework of GPRA...


ASQ Certification Program Gains Wider Recognition

by Moran, John W.; La Londe, Patricia C.

Certification represents peer recognition of the proficiency and comprehension an individual has shown in regard to a particular quality area at a specific time. Certification through the American Society for Quality is offered to individuals who...


SSM Health Care is first to earn Baldrige site visit

by Ryan, Sister Mary Jean

Momentum to Improve Patient Care Grows

Last year, during one of the most challenging years ever faced by health care organizations, SSM Health Care (SSMHC) employees devoted considerable time and effort to applying for the Malcolm Baldrige National Quality Award (MBNQA), as well as the Missour...


Interpretive features of a T2 chart in multivariate SPC.

by Mason, Robert L.; Young, John C.

The ball is rolling down the hill and gains momentum as it moves

84 I Q U A L I T Y P R O G R E S S I A P R I L 2 0 0 0 Interpretive Features of a T2 Chart In Multivariate SPC The ball is rolling down the hill and gains momentum as it moves by Robert L. Mason and John C. Young Statistics Roundtable Typical T2 Chart of...


Why QS-9000 was developed and what's in its future.

by Reid, Dan R.

Auto suppliers were troubled by multiple specifications and standards

Chrysler, Ford and GM elected to use the ISO 9001 standard as the base requirements for the automotive sector document called QS-9000. Suppliers with numerous automotive customers requiring third-party certification to their own requirements document can ...


Management System Standards Poised for Momentum Boost

by Daniels, Susan E.

Growth in the standards industry is driven by: the ISO 9000 revision; proliferation of sector specific standards; the importance of environmental management; and the future of health and safety management standards. ISO 9000:2000 will be completed...


Quality for the Long Haul at Gerber

by Hagen, Mark R.

For the Gerber Products Co., quality has been a major part of the company's history of trust, commitment, and goodness. Even as early as the original efforts of Daniel and Dorothy Gerber in the 1920s, attention was paid to manufacturing processes and...


Customer Satisfaction Measurement Instruments

by Jeffries, Rella D.; Sells, Patrick R.

In health care, does one size fit none?

The health care industry should be commended for its efforts to measure customer satisfaction with the services provided. Market researchers develop a customer satisfaction measurement instrument for the first identifiable segment within the industry. For...


21 Voices for the 21st Century

The interplay of quality, e-quality, and equality in the comments of 21 individuals provide a preview of the future of quality in the new century. The editors of Quality Progress, with input from many sources, have selected 21 original thinkers...



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