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At Your Fingertips

by Cartia, Robert A.

Troubleshooting is defined as a form of problem solving most often applied to the repair of failed products or processes. It is a logical, systematic search for the source of a problem so it can be solved and so the product or process can operate again....


Open Access

Learning to Fish

by Bullington, Kimball

The career excellence diagram, a modified version of the fishbone diagram, can be used to create desired results in career development by identifying causes that will ultimately lead to success....


Open Access

Back to Basics: Turning 'Who' Into 'How'

by Thomas, Kenneth

When things go wrong, the goal should be to move away from trying to determine “who” was at fault and quickly transition into a problem-solving mindset of “how” to make things better....


Open Access

Guru Guide

by QP Staff

The quality world certainly has its game-changers, and as part of its annual quality basics issue, QP is highlighting six individuals who indelibly altered the course of quality....


Making the Connection

by ReVelle, Jack B.

Connectivity can refer to the predecessor-successor relationship existing between two or more tools for continuous improvement. The output from one tool, such as a Pareto analysis, can become the input to another, such as cause and effect analysis....


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

Lean Lessons: Lean Kaizen in the 21st Century

by Alukal, George

Adapted from a chapter of Lean Kaizen, the author offers key takeaways from the Toyota Production System (TPS). He describes how the kaizen method is the foundation of the The Toyota Way and how it emphasizes efficiency, problem solving and...


Quality Glossary

by Nelsen, Dave

Five years after it published its first glossary of quality terms, ASQ has revised that glossary with updated definitions and new entries, many from the lean glossary published in 2005. This reference of terms, acronyms, and prominent figures in the...


Beyond PDCA - A New Process Management

by Gupta, Praveen

The ISO 9001 quality management standard calls for the use of the plan-do-check-act (PDCA) model for managing processes. The author questions why check is included in the cycle when the goal is to reduce the need for verification activities. Current...


Quality in the First Person: Old Ideas Find a New Industry

by Hilgendorf, Alex

I work in the software industry. My world changes quickly, and it can be hard to keep up. As the software industry is still quite young, many of its employees are not yet as indoctrinated into the quality world as are people in other industries....


Quality in the First Person: Dead Man's Shoes

by Davis, Peter

The responsibility for quality assurance is sometimes bestowed upon reluctant recipients who don't really understand quality. However, basic quality assurance factors don't change between business sectors. The real issue is to get people to listen and...


Quality in the First Person: Quality Shots

by Fernandez, Heriberto

Quality tools that are vital to process management can be used in almost every field of activity, including sports. A player's performance in a basketball game is subject to variation that must be controlled and reduced. An example focusing on...


Curse of the Super-fish-al

by Hedley, Martin

Root cause analysis teaches us to ask, "Why?" five times, and from this I developed these five ways not to use a fishbone....


Scope Projects in 10 Steps

by Harvey, Jean

The manufacturing sector has long recognized that effective change must be managed in small increments without losing sight of the big picture. Professional services, however, present other factors that require a different approach to mitigating risks....


Open Access

100 Years of Juran

by Phillips-Donaldson, Debbie, Editor

An interview with Joseph M. Juran reveals an inspirational story of his struggle to overcome the challenges of emigration, childhood poverty, and the Great Depression to become one of quality’s leading gurus....


Open Access

Quality Glossary


A handy reference is provided of quality terms, acronyms, and key people in the history of quality. Information is derived from a variety of sources and compiled by the editorial staff of the American Society 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...


A New Use for Ishikawa Diagrams

by Hermens, Michael

The service sector has applications for modified Ishikawa diagrams, especially if used with customer focus groups. This method includes the following elements: mapping customer activities into processes; linking activity problems to the processes and...



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