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Expert Answers: May 2014

by QP Staff

Starting a career in quality ... Testing traceability...


Open Access

Quality in the First Person: Purpose and Principle

by Vora, Manu K.

Lifelong volunteer and teacher reflects on the value of giving back....


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....


Quality in the First Person: Street Smarts

by Haley, Edward B.

When I was 18, I started my career on a production line at my father’s place of employment. Up to that point, my father, an engineer, had always shown me how things were made and how they could be better....


Building Task Cohesion to Bring Teams Together

by Knouse, Stephen B.

Traditional, homogeneous teams made up of members of the same gender, race, and age tend to be more cohesive and more successful and effective in problem solving, but such sameness can produce bland and predictable solutions. On the other hand, a team...


Project Teams: How Good Are They?

by Guttman, Howard M.; Longman, Andrew

Project teams have become the basic work units for most enterprises, but there are tough challenges, as illustrated by notable project failures featured in the media in recent years. A recent Quality Progress survey revealed a conflicting picture of...


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...


Total Quality Requires Serious Training

by Oppenheim, Bohdan W.; Przasnyski, Zbigniew H.

Simultaneous training of line workers and their direct supervisors is a key to successful implementation of total quality (TQ). A three-module training system is suggested. Module A covers a variety of topics that must be well integrated: an...


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...


The Emancipation of Quality: Building Bridges and Closing Gaps

by Watson, Gregory H.

The recent name change of the American Society for Quality (ASQ) is indicative of the future of the quality profession. Quality goes beyond quality control in manufacturing. It extends to all organizations and to all work. Quality is not only for...


Bringing Quality to the Masses: The Miracle of Loaves and Fishes

by Watson, Gregory H.

A comprehensive learning system supported by information technology will enable quality practitioners of the future to transfer their knowledge to entire organizations. The American Society for Quality Futures Team envisions the sharing of knowledge so...


Open Access

What Higher Education Should Be Teaching About Quality - But Is Not

by Weinstein, Larry B.; Petrick, Joseph A.; Saunders, Paula M.

A survey of colleges and universities revealed inadequate correlation between quality-related topics taught in schools and topics identified as important by winners of the Malcolm Baldrige National Quality Award. The teaching of quality is vital in...


Insights Into Improving Organizational Performance

by Roland, Christopher; Cronin, Kate; Guberman, Candace; Morgan, Rose

The continuous quality improvement (CQI) implementation at Cheshire Medical Center has produced its share of lessons learned. It is important for senior and middle management to buy into and lead the initiative. They can communicate by displaying...


COQ Systems: The Right Stuff

by Bottorff, Dean L.

Cost of quality (COQ) is a performance measurement system that supports the implementation of quality improvement programs. Developed by J. M. Juran and others in the early 1950s, these measurements of poor quality were promoted by the ASQC Quality...


Open Access

What Should Higher Education Be Teaching About Quality?

by Evans, James R.

Customer-supplier relationships, continuous process improvement, interpersonal skills, and teamwork are keys for those who plan to work in quality organizations. These are among the survey findings from seven 1988-1994 Malcolm Baldrige National Quality...


Quality, the Future, and You

by Luther, David B.

The American Society for Quality Control (ASQC) Futures Team recommends that now is the time for ASQC, quality professionals, and all organizations to prepare for rapid change. The 17-person team identified nine key forces and developed four scenarios...


Self-Directed Work Teams: A Guide to Implementation

by Piczak, Michael W.; Hauser, Reuben Z.

Highly trained members, more resources and cross-functional skills, greater decision-making power, and improved information access can raise the level of teamwork. Self-directed work teams (SDWTs) have these characteristics. Implementations of SDWTs...


Customer Loyalty: Playing for Keeps

by Struebing, Laura

Going beyond customer satisfaction means paying attention to lifetime customers, finding out what customers want, solving their problems, managing their moments of truth, rewarding them, and encouraging involvement from both customers and frontline...


Leadership and Human Motivation in the Workplace

by Wilsey, Michael D.

An effective employee grows in maturity and self control within an organization that nurtures trust, support, and interdependency. Management can foster such an atmosphere by using leadership and motivation to replace the manipulative culture of...


The "Walk the Talk" Model: A Classroom Model that Works in Education

by Leigh, David E.

Teaching TQM (total quality management) concepts is an objective of the TQM/Tech-Prep Curriculum Development Project in Texas. A key element of the project is the Walk the Talk model, which teaches teachers how to introduce TQM to their students. The 22...


The Gentle Art of Chartering a Team

by Cupello, James M.

Establishing a problem solving team comprises six steps. This chartering process is overseen by a quality council. First, the quality council identifies a total quality management (TQM) executive to create the team. A team facilitator, who may be the...


Leading the Duck at Mission Control

by Landes, Les

At Wainwright Industries, quality comes from the heart and the head. Symbolic of the emotion that drives the company is its stuffed duck mascot. It represents passion, teamwork, and market anticipation. Factual information is in Mission Control. On...


Using QFD Becomes an Educational Experience for Students and Faculty

by Ermer, Donald S.

Correlating customer requirements with system design elements leads to quality improvement. A key tool in this process is quality function deployment (QFD). At the University of Wisconsin-Madison, the Mechanical Engineering Department used QFD to...


People: The Imperfect Communicators

by Scully, John P.

Employees should have free and ready access to the information their jobs require. However, people and their organization can be barriers to this communication. Employees need information about: the values of their organization; the needs and...


Preparing the Front Line

by Jeffrey, Jaclyn R.

Companies that value customer service make it a part of the organizational culture. In particular, customer service employees are the target of a three-part strategy of hiring, development, and motivation. These are the findings of a survey of five...



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