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Open Access

Brought Into Focus

by Liebesman, Sandford

For the first time, the word “risk” is being incorporated into the new version of ISO 9001. Using risk-based thinking and tools such as risk analysis and risk control matrixes can enhance an organization’s risk management approach...


Who Do You Trust?

by Hacker, Stephen K.

The world has been changing since the beginning, but many people don’t grasp that change is accelerating....


Open Access

Blog Boom

by Calfa, Jimena; Graban, Mark; Hunter, John; Stepniowski, Jennifer J.; and Zrymiak, Daniel

Back in the late 1990s—well before 140-character Tweets, before Facebook posts and before LinkedIn discussions—there was the blog. Register at any number of blogging sites and you could set up your own personal or professional website....


Open Access

Catching Fire

by Liu, Shu

Teams can use the seven creativity strategies and their related tools to develop creativity to solve quality improvement problems....


Open Access

Will to Live

by Csikos, Brian

How one quality professional confronted a life-threatening diagnosis....


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....


Innovation Imperative: The New Revolution

by Merrill, Peter

3-D printing is one of the most exciting new technologies since the transistor of the last century, and since the steam engine two centuries before that....


Open Access

Career Corner: Putting Pen to Paper

by Conklin, Joseph D.

Task management tips for the digitally unhip....


Standards Outlook: Common Ground

by Gordon, Dale K.

Accreditation by a recognized accreditation board ensures the impartiality and competence of the certification board (CB), and fosters confidence and acceptance of the CB’s certifications by end users in public and private sectors....


Expert Answers: December 2013

by Wagoner, Keith; Pylipow, Peter E.

Measuring customer experience ... SPC for low-volume assembly....


Open Access

Career Corner: Know Your Worth

by Christopher, Rosemarie

Successful professionals know what they want and how to get it....


Open Access

Volviendo a los Fundamentos: Intensifique el Ritmo

by Radziwill, Nicole

Comparta sus lecciones aprendidas....


Standards Outlook: Checking the Checkers

by Russell, J. P.

ISO 19011:2011—Guidelines for auditing management systems provides guidance for managing audit programs. Clause 5.6 provides guidance on improving an audit program, just as other departments in an organization are expected to continue to improve....


Open Access

Career Corner: The Gift of Growth

by ReVelle, Jack

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


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....


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....


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....


Five at the Forefront

by Scriabina, Natalia

ISO 19011:2011 is an international standard that provides guidance on auditing management systems. Using ISO 19011 is not mandatory, and organizations are not required to reference this standard in their auditing procedures....


Salary Survey 2012: Part 1, Section 6: Salary by Number of Work Hours

by Hansen, Max Christian

117,746 105,228 99,432 93,146 80,680 72,965 56,449 0 $ 20,000 $ 40,000 $ 60,000 $ 80,000 $ 100,000 $ 120,000 More than 60 hours ( 1.8%) 56- 60 hours ( 6%) 51- 55 hours ( 10%) 46- 50 hours ( 26%) 41- 45 hours ( 39.9%) 36- 40 hours ( 15.2%) 35 or fewer hou...


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....


Measure for Measure: Measuring Your Worth

by Bucher, Jay L.

I’ve run across this type of situation in which a calibration technician might feel he or she is not as important as others in the organization. Nothing could be further from the truth....


The Brand Named You

by Breitbarth, Wayne

An all-expense paid week in Cancun, Mexico. An extravagant home entertainment system. Professional sports team season tickets. And, of course, a gold watch. These are all expensive luxuries, but what do they have in common?...


Open Access

Statistics Roundtable: Words of Caution

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

Suppose you have a study with one identified response. Take QP’s salary survey, for instance, and the many predictors, such as age, sex, education, years of experience, type of employment and number of people supervised....


Open Access

Perspectives: Theory of Evolution

by Gojanovic, Tony

Thumbing through W. Edward Deming’s timeless classic Out of the Crisis, it’s striking to see how the current economic crisis can be attributed to the factors he pointed out so many years ago as roadblocks to quality and productivity....


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

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....


Practice Makes Perfect

by Rich, David

Significant problems can occur during full-scale production when new manufacturing processes are poorly conceived. Therefore, it is incumbent on R&D organizations to employ effective procedures that ensure sound manufacturing process development....


Expert Answers: December 2011

by QP Staff

Survey struggles ... ISO 9001 vs. ISO 22000....


Surf's Up

by Edmund, Mark

In essence, a disconnect within the Telefónica Group was throwing off and disconnecting its customers from the internet....


Open Access

Around the Bend

by Krzykowski, Brett

While the eight forces found in the 2011 ASQ Future of Quality Study are unique, what ties the group together is the theme of emergence—the idea that, in many cases, these forces rose quickly and seemingly out of nowhere....


A Change in Focus

by Lokas, Karim

It is ironic that the life-sciences industry’s approach to quality management systems has been lagging rather than leading due to a fundamental focus on compliance with regulation versus a holistic process for improving quality....


Open Access

LinkedIn or Lose Out

by Breitbarth, Wayne

WHICH OF THESE statements applies to your current situation? •I am tired of people asking me to join their LinkedIn network. • I have no idea what to do after I connect with someone....


Survey Says

by Wise, Thomas P.

To make software quality assurance less taxing, one organization used online survey tools as a creative means of addressing and resolving the difficulties inherent in performing process review data collection with limited resources....


Measure for Measure: Military-Grade Advice

by Niemann, Craig A.

In 1990, the new chief of the U.S. Air Force's laboratory certification office offered a few words of advice to the managers of the USAF calibration laboratories on how to set themselves up for success—advice still applicable today....


Quality in the First Person: A Winding Career Path

by Behr, Tim

Career paths can sometimes alter quite unexpectedly. Some people take great care in steering their career development, only to learn that factors beyond their control can have a greater influence on life....


3.4 per Million: We Are Different

by Carnell, Mike

A few months ago, I was speaking with a prospective client about continuous improvement, and I mentioned another organization that I helped. “I can see how it worked for them,” he said. “But, we are different.”...


Open Access

Get Your Ducks in a Row

by Orthaber, John

The ISO 9001 quality management system has been around since 1987, and it is generally acknowledged that the system produces some fairly significant benefits, including improved profitability, higher sales and better employee morale....


Expert Answers: October 2010

by QP Staff

Assessing your audit ... control charts and process capability ... keeping lab instruments in check....


Handle With Care

by Evans, Marilyn

An internal auditor walks into a drug manufacturer’s production area and sees three containers staged outside the weighing room of the formulation section. She asks the first container, “Where are you from, stranger?”...


On the Mark

by Adrian, Nicole

It’s really no wonder that an organization that subscribes to the vision “To be the best-run business in American for the benefit of its customers” received a 2009 Malcolm Baldrige National Quality Award. MidwayUSA, a 2008 Missouri Quality...


Quality in the First Person: Seek and You Shall Find

by Knapp, Gary

In March 2009, I joined a small computer numerical control (CNC) job shop’s management team as quality manager. I started there after having worked for 11 years in quality management and having had experience developing new projects, launching new...


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....


Quality 3.0

by Kukor, Kreg

Two quality leaders weigh in on the current direction of quality management, sustainable quality improvements and their visions of what “Quality 3.0” will bring....


Open Access

Safe Landing

by Jeppsen, Bryan

Paramount to improving customer service is better understanding what the customer deems to be important and implementing the changes. To meet that challenge, JetBlue Airways used text analytics software....


High Priority

by Caruso, Bob; Hamilton, Marc

ASQ DEFINES voice of the customer (VOC) as “the expressed requirements and expectations of customers relative to products or services, as documented and disseminated to the providing organization’s members.”...


Open Access

Career Climb

by Kulisek, Diane G.; Whitacre, Teresa; Westcott, Russell T.; Lindborg, Hank; Hutchins, Greg

You don’t need to be jobless in today’s economy to feel stressed and apprehensive about your current situation. You don’t need to be reminded there aren’t any guarantees in today’s world....


Social Graces

by Burdick, Babette

Social networking is old hat by now, and most people dabble in it or participate with little impact. But social networking is an important means of branding yourself, your skill set and your company’s capabilities, products and services....


Starting Line

by Cooper, Jill

So, you’ve volunteered (or, as one of my coworkers says, you’ve been “volun-told”) to lead your company through the implementation of ISO 9001. Now what do you do?...


Open Access

Career Corner: A Step at a Time

by Conklin, Joe

Based on a quick perusal of the business press headlines and the top 10 best seller lists of business books, I have concluded two things are absolutely essential for the move from employee to consultant....


In a Perfect World

by Krzykowski, Brett

During an interview with QP, former U.S. Treasury Secretary Paul O'Neill speaks about the U.S. healthcare system, the signs of economic calamity everyone ignored, and the U.S. government's resistance to the quality way of thinking....


Open Access

Can Do

by Wilson, Steven

Executing a food-systems audit brings with it a series of specific issues to consider. When performing an audit in a country that is not their own, however, auditors face additional challenges. With proper planning, those challenges can be overcome....


Open Access

Back to Basics: Sample Wise

by Niles, Kim

Selecting the correct sample size is often the most difficult aspect of any project. Rules of thumb are important because they promote discussion that facilitates the selection of a more optimum sample size....


Volviendo a los Fundamentos: Muestreo Sensato

by Niles, Kim

La selección del tamaño correcto de la muestra es a menudo el aspecto más difícil de cualquier proyecto....


Open Access

Career Corner: Make Your Own Luck

by Kulisek, Diane

A colleague mentioned that he thought of me as the most successful person he knew and asked for advice. Ironically, I don’t ever feel successful and am always trying to improve, but I told my friend I was probably just lucky....


A Simple Plan

by Kukor, Kreg

For more than 100 years, U.S. manufacturers have advanced equipment and manufacturing technologies to constantly monitor progress and drive process improvement....


Open Access

One Good Idea: Chart Smart

by Gojanovic, Tony

One of the greatest challenges with consumer data is to make sense of it. A particularly useful way to summarize consumer call-in information is the control chart, which can transform data into a time-series graph, along with an estimate of noise....


Open Access

Out of Sight ... Out of Mind

by Schultz, Bill

The purpose in sharing this story is to publicize a growing gap in quality-system coverage caused by outsourcing and to share some of the challenges of fixing it. The story is true. The names have been changed to protect the innocent....


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....


Open Access

Career Corner: How to Get Hired

by Conklin, Joe

As an employee, I have tons of insight on what the job hunt looks like from the seeker’s point of view. But I’ve often wondered what the process is like for the person on the other side of the hiring desk....


Open Access

What's Up?

by Sanders, Seiche

Study participants outlined the forces, four scenarios in which they might play out, and the implications to quality, organizations and the profession. Study participants were asked to envision the implications of the key forces and scenarios for quality ...


Open Access

Online Sidebars Sanders

by Sanders, Seiche

Increasing movement from quality of product to quality of management and the organization. The systems approaches the quality profession has evolved through ISO 9000 and other management system standards will be valued by organizations looking to bring qu...


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...


Starting From Scratch

by Radziwill, Nicole; Olson, Diane; Vollmar, Andrew; Lippert, Ted; Mattis, Ted; Van Dewark, Kevin; Sinn, John W.

Graduate students studying quality developed the Quality Systems Development Roadmap to help organizations do this, using application templates from the Lean Six Sigma Quality Transformation Toolkit. However, new companies, organizations without an enterp...


Quality in the First Person: Rocky Start

by Payne, Tamara

The early part of my life was filled with mistakes, one after the other. When I was 15, my family moved to a new town, and I was in a new school. By 16, I quit school. By 17, I was married, and at 18, I was divorced with a baby....


Open Access

Career Corner: Turn Trauma Into Triumph

by Whitacre, Teresa

The stress of job loss affects each person differently, both physically and emotionally. The site pulls in jobs from other job boards such as Monster, CareerBuilder, Yahoo Hot Jobs, USA Jobs, and local or regional newspapers, depending on the ZIP code ent...


Blurred Vision

by Wood, Douglas C.

Many quality professionals have noticed that business leaders still consider quality and business improvement to be separate topics. While this isn’t the case everywhere, it appears to have become more common....


Open Access

Raising the Bar

by Feigenbaum, A.V.

Now more than ever, companies must measure and manage their quality costs to compete at a high level in today’s global marketplace....


Open Access

Career Corner: A Ready Résumé

by Conklin, Joe

Using performance review notes is the best way to keep your résumé ready. Any notes you prepare before a performance review are fodder for updating the current job section of your résumé. After 10 minutes of cutting, pasting and editing, the part of Kostu...


Standards Outlook: Off to a Good Start

by Russell, J.P.

Clause 6.2.6 of the U.S. supplement for the International Organization for Standardization's (ISO) auditing standard provides guidelines for establishing initial contact with the auditee....


Open Access

Career Corner: Don't Settle for Shortcuts

by Noble, Tim

Although they have been around for years, diploma mills are increasingly gaining exposure in the internet age, using technology to bombard us with offers for quick degrees that can be obtained with little or no academic effort. People who obtain degrees f...


Standards Outlook: How to Manage Risk in a Global Economy

by Liebesman, Sandford

The global economy has provided opportunities that didn’t exist just 10 years ago. But the flattening of the Earth via the internet and extensive outsourcing to countries such as China and Mexico have also presented organizations with many risks....


Open Access

Back to Basics: An Appreciation for Documentation

by Domalik, Dan

Isn’t completing the task more important than completing the paperwork? Why do organizations spend valuable time and resources generating and maintaining paperwork systems?...


Volviendo a los Fundamentos: Una Reconocimiento a la Documentacion

by Domalik, Dan

¿No es más importante completar la tarea que completar el papeleo? ¿Por qué las organizaciones gastan tiempo y valiosos recursos en generar y mantener el papeleo de sus sistemas?...


A Gold Medal Solution

by Adrian, Nicole

By using quality tools, a team from Boeing came up with solutions that eliminated the unsafe conditions that occurred during installation of the details in aircrafts' tailcones....


A Less Costly Billing Process

by Tatikonda, Lakshmi U.

Applying lean Six Sigma techniques can identify root causes, streamline the billing process and reduce errors. After describing the concepts of lean and Six Sigma, this article illustrates how companies can apply lean Six Sigma techniques to identify root...


Standards Outlook: TL 9000 Measurements Handbook Release 4.0

by Liebesman, Sandford

The Quality Excellence for Suppliers of Telecommunications (QuEST) Forum is the global society dedicated to the quality of telecom products and services. The forum has developed and maintained a single common set of telecom...


Open Access

Career Corner: The Making of a Knowledge Worker

by Hutchins, Greg

Add value, become indispensable, be willing to be itinerant, and you will prosper.

This is the story of Dan Sawyer. Sawyer is an expert in the emerging areas of engineering and technology governance and the application of the Sarbanes-Oxley Act to technology....


Reach for the Stars

by Van Loon, Han

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


Open Access

Quality Goes to College

by Dew, John

Higher education is seeing increased interest in quality management methods in response to the federal government's recommendation that they embrace the culture of continuous innovation and quality improvement. An overview is given of the types of...


The International Growth of Quality

by Feigenbaum, A.V.

Human, economic, and technological changes in the international arena require that businesses deliver high quality value to customers. Fundamental to any business's competitive strength is its ability to understand and implement the language of quality....


Quality in the First Person: Quality on the Front Lines

by Furr, Joseph P.

"Always remain in a rigid state of flexibility" is the one thing about quality that has definitely stuck with me all these years. After checking the internet and finding no information on who might have coined that phrase, I shall claim it as mine....


Switching From Improvement to Innovation on the Fly

by Harvey, Jean

Proceeding with an improvement methodology when it becomes obvious the process lacks the potential to achieve the desired capability can be damaging to an organization's continuous improvement initiatives. Goals will not be reached, and the resulting...


Challenges in RFID Enabled Supply Chain Management

by RFID study group at Pennsylvania State University

Supply chain management is the fastest growing application of radio frequency identification devices (RFID), but few organizations are equipped to deal with the accompanying flood of information. Most definitions of RFID emphasize the technological...


Open Access

Shifting Quality Into High Gear

by Edmund, Mark

Park Place Lexus (PPL), located in the Dallas metropolitan area, is the first automobile dealership to win the Malcolm Baldrige National Quality Award. Determined not to be just another car dealership, PPL leaders looked outside the industry to...


Quality in the First Person: A Perfect Corrective Action

by Franklin, Jim

Not long ago, my 15-year-old daughter, who has type one diabetes, became severely ill and needed to go to the emergency room. To help determine the cause, I used a standard fishbone analysis....


Promoting Quality In Your Organization

by Okes, Duke

A 2004 survey of industry executives showed that while nearly all agreed that quality favorably influences profits, few had actually used quality methods. Quality professionals can play a significant role in supporting performance management initiatives...


Open Access

Making Social Responsibility the Standard

by Bowers, Dorothy

In 2003 the International Organization for Standardization (ISO) responded to pressure from large multinational enterprises by forming an advisory group to consider the need for a corporate social responsibility (CSR) standard. The result is ISO 26000:...


What Are Quality Reputations Worth?

by Freiesleben, Johannes

The practical successes of Six Sigma have shown that quality initiatives have a substantial effect on an organization's bottom line. Yet quality professionals may experience difficulty convincing managers to keep up the efforts once a quality objective...


Open Access

Rapid Knowledge Transfer: The Key to Success

by English, Michael J.; Baker, William H. Jr.

Rapid knowledge transfer (RKT) involves the discovery, learning, creation, and reuse of knowledge that becomes intellectual capital that can be converted into value and profits. The concepts of RKT are applicable to quality management because its four...


TRIZ: A Creative Breeze for Quality Professionals

by Dew, John

TRIZ, a systematic approach to creative thinking originating in Russia, can help quality professionals develop new approaches and solutions to quality problems. Its creator, Genrich Altshuller, wanted a systematic approach based on the rules of...


After Six Sigma - What's Next?

by Bisgaard, Soren; De Mast, Jeroen

A systematic scientific approach is fundamental to dealing with problems of variability that cause costly defects and quality problems. This idea has remained the foundation of numerous incarnations of quality management and is the basis of the current...


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...


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...


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...


Open Access

So You Want To Write?

by Westcott, Russ

Do you ever think you have something important to say or know how something could be done better and want others to hear you? Your colleagues, friends and relatives tend to tune you out....


The Power of Dynamic Illustrations

by Levin, Wayne J.

As more organizations embrace statistical methods and thinking, a useful new tool can help quality professionals and their students meet the challenges of learning statistical methods. Dynamic illustrations are software applications that combine...


Open Access

Next Level Leadership

by Johnson, Kristen

Soon after the Texas Nameplate Co. (TNC) won its first Baldrige Award in 1998, president and CEO Dale Crownover was already discussing how to improve TNC in a Baldrige way so the company could reapply for the award as soon as it was eligible. Now, not...


What Do Online Customers Value?

by Tamimi, Nabil; Sebastianelli, Rose; Rajan, Murli

Burgeoning e-commerce sales point to the pivotal role of the Internet as an effective marketing tool. An online survey was used to determine which website design features have the strongest consumer appeal. One section of the survey gathered background...


A Foundation of Trust

by Kingsley, Kimberly

Relational based quality teaches organizations to build a foundation of trust based on core values, human dignity and environmental consciousness. Five guiding principles offer a strategy for organizations to enhance their business processes, corporate...


Opportunities Are Everywhere

by Sayle, Allan J.

As the distinction between quality management and business management fades, an unprecedented confluence of trends and forces offers unique opportunities for quality professionals. Sporadic cost cutting campaigns are being replaced by business...



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