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Open Access

Standards Outlook: Managing the System

by West, John E. “Jack”; Cianfrani, Charles A.

There is an apparent difference in focus in the ISO 9001:2015 draft international standard. Clause 4 of the draft introduces what seems to be a new concept, “context of the organization.”...


Journey to Excellence

by Bailey, Dawn Marie

Baldrige executive fellows embarked on capstone projects to address challenges within their organizations. They integrated feedback from other executive fellows and Baldrige award recipients, and applied the Baldrige criteria to find a solution....


Open Access

The Ripple Effect

by Schmidt, Megan

The 2013 Malcolm Baldrige National Quality Award recipients said their use of the Baldrige Criteria for Performance Excellence was their catalyst for achieving strategic goals and higher levels of quality....


Standards Outlook: Revision Runway

by Cressionnie, L.L. "Buddy"

Revision activities on AS9100—Quality management systems—Requirements for aviation, space and defense organizations continue....


Innovation Imperative: Team Sports

by Merrill, Peter

The spikes in knowledge that have occurred throughout history all have leaders associated with them. The myth that surrounds these leaders is they all were lone geniuses. In truth, the most famous leaders worked with teams of highly skilled people....


Open Access

Career Corner: Serve and Learn

by Lindborg, Henry J.

Board membership is a meaningful way to grow....


Open Access

Will to Live

by Csikos, Brian

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


Back in Service

by Chakravorty, Satya S.

Machines have evolved from prehistoric tools to sophisticated 21st century devices. Man has been and always will be fascinated by machines and will continue to dream about building something that does what everyone thinks is impossible....


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....


3.4 per Million: The Best of Both Methods

by Breyfogle, Forrest W.

Many organizations have deployed both business process management and lean Six Sigma. The similarities and differences between these two methods could be illustrated using a Venn diagram, shown in Figure 1....


The Service Quality Platform

by Swersey, Arthur J.

A five-step framework helps service organizations lay the foundation for building a service quality program....


Open Access

Words to Work By

by QP Staff

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


Open Access

Inside Job

by Seibert, Jerry H.; Schiemann, William A.

The relationship between business performance and internal service quality is well documented, as are changes in internal service levels over time and the impact of outsourcing on internal service quality....


Open Access

At Your Service

by Schmidt, Megan

Servant leadership is a timeless concept that is especially relevant for quality organizations because of its relationship with continuous improvement. Organizations benefit from servant leadership because it creates more effective and innovative teams....


Open Access

5S Shakeup

by Casey, John

There are secrets about 5S that lean experts often overlook because nobody ever clued them in. Before revealing the secrets, however, there are a few questions to answer: What is 5S? Why is 5S important to implement?...


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....


On the Map

by Schmidt, Megan

The City of Irving, TX, engages the hearts and minds of its employees to drive world-class performance. It became the second municipality to receive a Baldrige award in the program’s 25 year history in 2012....


Standards Outlook: Road to Revision

by Cressionnie, L.L. “Buddy"

The flagship aviation, space and defense quality management system (QMS) standard has started revision activities. AS9100 is the foundation standard of the International Aerospace Quality Group (IAQG)....


Open Access

To All Corners of Kenya

by Darabi, Tiffany

Effective supply chains deliver products on schedule and within budget to customers. Those customers shouldn’t have to think about the behind-the-scenes process or worry about whether the goods will be delivered on time....


What Makes You Tick?

by Machado, H.F. Ken

Uncoordinated internal operations create organizational inefficiencies, a lower level of customer service and unnecessary delays in management decisions, resulting in increased costs....


Open Access

Career Corner: Build Your Economic Case

by Westcott, Russell T.

Do you realize that one of the greatest means for professional development is attending a quality industry conference? But first, you need to get there....


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

Know the Why

by Ramsay, Owen

One of the primary reasons improvement projects fail is a lack of alignment with an organization’s vision, mission, goals and objectives. In an attempt to avoid that issue, a government agency in Guyana deployed a multi-tool method for improvement....


Online Figures - Ramsay

by Ramsay, Owen

Year Verct( dys) # Rpts FinRpts InvTech #_ Staff 2003 296 31 13 1.00 216 2004 829 24 11 2.24 190 2005 309 22 12 1.65 210 2006 222 22 9 2.35 225 2007 171 17 5 3.58 247 Verct( dys) = verification of claims cycle time # rpts = number of reports for the boar...


Why Certify?

by Laman, Scott A.; Korkuch, Dana; Kohler, Rene; Drobnick, Rudy; Kramer, Robin; Gardner, Pete; DiPuppo, Janet G.; Krothapalli, Sowmya;

These stories are told by people at different stages of their careers. One of the things they have in common, however, is they’ve carefully considered the costs and benefits of ASQ certification....


Standards Outlook: Get in Front of the Problem

by West, John E. "Jack"

Considering the unfortunate fact that product recalls and their disastrous results seem relatively common, it’s curious why so many organizations resist formal efforts to address preventive action....


Get Them in the Game

by Walker, Carlotta S.

The key to developing a high-performance, quality-oriented workforce is maintaining a high level of employee engagement....


Healthy Returns

by Kennedy, Denise; Caselli, Richard J.; Berry, Leonard L.

The future of any enterprise depends on the quality of its customer service. All organizations—even those manufacturing products—are service organizations because all create value for customers by performing services....


Open Access

Perspectives: Added Structure

by Trotter, A. Mark; Calabrese, Rick; Huang, Li-Chung; Krumenaker, Alice; Palm, Ulo

Global good manufacturing practices (GMP) and regulatory guidelines ensure the “safety, identity, strength, quality (and) purity of drug(s).” Manufacturing and quality control testing of approved drugs fall under these GMP regulations....


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....


Open Access

Back to Basics: Team Effort

by Cascella, Victor

By paying attention to these six critical success factors, process management teams can deliver value and earn a position of influence in any organization’s performance management and improvement efforts....


(Re)visionary Thinking

by Briggs, Susan L.K.

The preeminent ISO standard on environmental management, ISO 14001, is being revised to incorporate new approaches in the field of environmental management systems and meet stakeholder expectations that have evolved since it was first published in 1996....


Clever Combination

by Flori, Albert

As software use increases in safety-critical applications, we must implement quality improvement tools and techniques to identify software failures before they have a critical effect on the completed system or a fatal effect on the end user....


Open Access

Back to Basics: Good to Great

by Al-Sabbali, Wail A.

Quality systems audits provide a great opportunity for an organization to reinforce its strengths and minimize its weaknesses. Throughout the process, auditors play the major role in maximizing the value of the audit....


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....


Measure for Measure: According to Specifications

by Shah, Dilip

My previous column discussed the averages and computation of different standard deviations. On the heels of that, it makes sense to discuss basic measurement considerations and specifications....


Improving on Excellence

by Buckman, Jim; Buckman, Mary Beth

With the changing face of healthcare in the 1990s, the Mayo Clinic started to measure more thoroughly the results of its efforts to track quality. So it enlisted the help of the Juran Institute to begin a full-fledged quality improvement program....


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....


Standards Outlook: Group Effort

by Cressionnie, L.L. "Buddy"

When users think about AS9100, they typically think only of the AS9100 quality management system standard and not about the other products and services the International Aerospace Quality Group provides to the aviation, space and defense industry....


In the Spotlight

by Keathley, Jane

Based on what we know about the skills needed for innovation management, what quality management functions, responsibilities and skills can be applied to manage innovation?...


Open Access

Standards Outlook: What's Old Is New Again

by West, John E. "Jack"; Hunt, Lorri; Croft, Nigel H.; Jarvis, Alka

The time appears to have finally come to start another major revision of ISO 9001. But before moving forward, it’s a good idea to look back at where we’ve been....


Online Figure Baldrige

by QP Staff

com 1 Patient first pillars / online Figure 1 Quality of care Customer service Fiscal and operations Human resources Mission: To provide quality healthcare to all we serve. Values: Integrity, compassion, accountability, vision and excellence Vision: To ...


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....


Eradicating Inconsistency

by Udell, Mark; Buffington, Mike

When most people imagine the Orkin man, they visualize a uniformed technician driving a white truck from house to house. What’s probably not as widely known is that the technicians stop at many places other than homes....


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....


Innovation Imperative: Unplugged

by Merrill, Peter

Many people think technology drives innovation. In fact, the opposite is true....


Get on Board

by El Tigani, Omer Abdel Aziz

Although it is difficult to find a universally accepted definition of what it actually means, quality management is still the dream of every organization on the planet—or at least it should be....


3.4 per Million: Inputs Into Action

by Breyfogle, Forrest W.

A year ago, I wrote about the nine-step Integrated Enterprise Excellence (IEE) business management system and how it can be used to integrate voice of the customer (VOC) sources with other improvement efforts so an entire enterprise can benefit....


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....


Open Access

One Good Idea: On Purpose

by Port, Jonathan D.

When an organization has constancy of purpose with all members aligned with that purpose, productivity increases. A QMS that conforms to ISO 9001 can take advantage of requirements relating to constancy of purpose built into the standard....


Open Access

Online Figures One Good Idea

by Port, Jonathan D.

Planning Execution Hierarchy Aim Quality manual Procedures Work instructions Forms Records Quality management system documentation pyramid / Online Figure 1 Transforming the document pyramid / Online Figure 2 Aim Quality manual Procedures Work instructio...


Supporting Role

by Stimson, William A.

The ANSI/ISO/ASQ Q9000 Series of Quality Management Standards consists of three component standards. Taken together, the standards are components because they form a complete tactical approach to quality management....


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....


Standards Outlook: Hand in Hand

by Cressionnie, L.L. "Buddy"

Beginning July 1, all aviation, space and defense (AS&D) quality management system (QMS) certification body audits were required to be conducted according to a newly released AS&D QMS standard....


Get in Touch With Your Emotions

by Liu, Shu

Emotional intelligence is one of the key traits shared by organizations that succeed in a dynamic world characterized by innovative technology, a diversified workforce, easy access to information and economic globalization....


Quality in the First Person: Not Turning a Blind Eye

by Tanweer, Imam

On Oct. 2, 2010, I took ASQ’s certified hazard analysis and critical control points (HACCP) auditor exam. I knew the results were e-mailed to candidates in about two weeks’ time, as this was not my first ASQ certification exam. In fact, it was my fifth....


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....


Open Access

Back to Basics: A Tool for Anyone

by Laman, Scott A.

The balanced scorecard is used to align business activities to an organization’s strategy and monitor organizational performance versus strategic goals. The scorecard traditionally contains information related to four categories: learning and growth...


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....


Standards Outlook: Spring Into Action

by West, John E. "Jack"

In a lot of organizations, quality is relegated to the status of a long-forgotten initiative the organization “finished.” In these cases, what should a quality professional do?...


Open Access

Career Corner: The Missing Links

by Lindborg, Henry J.

The Baldrige Criteria for Performance Excellence presents an ideal pattern of values to which quality professionals can aspire. Tracking its development throughout close to a quarter century reveals shifts in the quality community’s thinking...


On the Clock

by Watson, Robert Q.; Leeson, Ken

Whatever the business, customers expect timely and efficient service. They expect their phone calls to be answered in two or fewer rings. They loath waiting in long lines and want transactions handled as quickly as possible....


Open Access

Career Corner: Call a SPADE a SPADE

by ReVelle, Jack B.

When you think about your career, what do you do? Do you just sort of mull it over and maybe write down a note or two? Or do you start by writing down what you want out of your professional life (your long-term objectives) and then consider what...


Know More, Do More

by Chang, Nancy S.Q.; Gagliardi, Frank A.

If organizations want to take advantage of a changing landscape dotted with new opportunities, products and services, they need to make a substantial investment in educating and retaining a competent labor force....


Shining on the World Stage

by Harding, Paul

With nearly 30 billion people turning their eyes to South Africa during the 2010 FIFA World Cup, the South African Quality Institute (SAQI) took steps to help ensure those eyes would see the best South Africa had to offer....


Statistics Roundtable: Further Explanation

by Snee, Ronald D., Hoerl, Roger W.

The purpose of a roundtable is to facilitate discussion. Here, we want to facilitate discussion on statistical engineering....


Open Access

Tip of the Iceberg

by Ellifson, Valerie

HEALTHCARE PROVIDERS KNOW it’s not enough to treat a patients’ conditions and send them on their way. Often, the patient’s condition and symptoms are simply the tip of the iceberg. Many other factors—including human behaviors and societal conditions...


Open Access

Online Figures Ellifson

by Ellifson, Valerie

Customer relationship management model / ONLINE FIgurE 1 Evaluation and improvement Strategic planning process ( SPP) step 1: Review customer inputs and analyze processes to refine feedback mechanisms, customer relationship strategies, and action plans (...


Dealing With Disconnect

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

"Tips" was retiring. He was smiling, and with good reason. I was not, and with equally good reason. As the company’s senior auditor, his leaving meant things would never quite be the same....


No-Hanging Fruit

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

I first met the “no-hanging fruit” problem back in the day when ultrasonic impulse meters (like some quality problems now) were as big as a bread box—or bigger....


More Than Words

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

Mr. Lenz, the CEO of Acme Film was very excited—and contagiously so. “My whole career,” he exclaimed, “has been a rehearsal for this one big moment. The company and my work are riding on whether 3-D photos succeed!”...


Standards Outlook: The Bottom Line

by Liebesman, Sandford

Quality and environmental managers need to understand the language of finance and the effect of operations on the bottom line, while financial managers need to know how quality and environmental managers can help improve results....


Open Access

Two in One

by Razzetti, Eugene “Gene” A.

The terms risk analysis, risk assessment and risk management—often used interchangeably—can mean a variety of different concepts and metrics. There is no one single approach to risk management....


Open Access

Career Corner: Playing the Hiring Game

by Conklin, Joseph D.

When organizations conduct job searches and look for new employees to fill open positions, it’s likely hiring personnel feel the job market is in their favor and that there are plenty of job candidates looking for positions. Companies do, however, have...


Standard Outlook: In Transition

by Cressionnie, L.L. "Buddy"

The 30-month transition period for the aviation, space and defense (AS&D) quality management system (QMS) standard began Jan. 1. With plenty of time to get familiar with the QMS documents, organizations are striving to meet their requirements....


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....


Open Access

Career Corner: School of Hard Knocks

by Hutchins, Greg

The first thing that came to mind as I was thinking about this column was that I’d share my experiences in launching a new product and some of the hard lessons I’ve learned on pitching, almost daily, projects and solutions to customers....


Open Access

Bull's-eye

by Murphy, William H.

All companies want to build a stronger brand by ensuring customer satisfaction. Along the way, of course, the companies want to make a profit....


Added Traction

by Fedotowsky, Alex

The balanced scorecard (BSC) has been accepted in the business world as a valid instrument with which to translate and deploy an organization’s business strategy throughout its infrastructure....


Waste Management

by Prevette, Steven

With the assistance of statistical process control and other quality methods, Fluor Hanford helped ensure all tasks were carried out safely during what has been called the world’s largest environmental cleanup project....


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....


Open Access

Power to the People

by Seibert, Jerry H.; Schiemann, William A.

The economic environment is so profoundly different from the beginning of this millennium, it begs the question of whether organizations’ primary relationships have changed, including those with customers and their employees....


Window of Opportunity

by Chadha, Rajeev; Kalra, Jay

By employing lean Six Sigma, a supplier for one of the Big Three automakers met its goals and developed technology that is projected to be applicable to any and every automobile—from two-door coupes to full-size vans—within five years....


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....


Open Access

Career Corner: Continuous Learning

by Conklin, Joseph D.

Since the first one was published, I have followed ASQ’s Futures Studies with great interest. In considering the speculation about the different ways in which the quality world might move, I am reminded about the usefulness of training and retraining...


Think Again

by Sahi, Sonny

If we stop and contemplate why we think of audit results as pass or fail, we may become more aware of how our mentality affects the way we behave during an audit and how that mind-set influences others....


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

PDSA Leads to Top Accolades

by Adrian, Nicole

Force field analysis. Two-way communication. SWOT analysis. These terms are likely familiar to quality professionals in the manufacturing, service and possibly even healthcare fields. But to those in education? It’s unlikely....


Open Access

Back to Basics: Testing, Testing, 1, 2, 3

by Carrico, Robert J.

Just as it is important that a product function properly, the product manual must also work. Owners or product users must be able to easily find the information they need to use an item effectively. To achieve this objective, the content and organization...


Open Access

Extra Credit

by Mattis, Ted; Sinn, John

Recent data from the Organization for Economic Cooperation and Development indicate the United States ranks 12th among major industrialized countries in higher education attainment....


Open Access

Tune Up

by Allen, I. Elaine; Davenport, Thomas H.

Six Sigma has many meanings. In its simplest context, Six Sigma can be defined statistically as the attempt to achieve near-perfection by having no more than 3.4 errors per million opportunities, or being 99.997% correct (or defect-free)....


Standards Outlook: Revised AS&D Standards Take Flight

by Cressionnie, L.L. “Buddy”

The International Aerospace Quality Group has released the IAQG 9100:2009 aviation, space and defense standards in all three of its sectors....


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....


Standards Outlook: Effective Audit Programs

by Russell, J.P.

Today's organizations need to be agile and responsive to the changing requirements in private and public business sectors. Properly directed, internal audit program resources can help an organization stay focused and uncover improvement opportunities....


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....


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

Change That Sticks

by Spackman, Leon

Process improvement is gaining more attention as organizations face budget cuts, competition from developing markets overseas and a challenging economy....


Off the Ground

by Edmund, Mark

None of the 4,000 fasteners that were hand drilled into the fuselage of any C-17 cargo plane was misaligned or had gone missing. For years, Boeing has been building these top-notch planes. It just wanted to build them better....



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