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To Measure Is to Know

by Leister, Susan; Tran, Suzanne;

Quality is often perceived as a qualitative attribute—“I know it when I see it”—rather than expressed as a quantitative one....

Open Access

Quality in the First Person: Contextual Divide

by van Kemenade, Everard

Effective quality management will differ depending on the context of an organization and determine its approach to leadership. Learn why different circumstances require organizations to use different quality approaches....

Open Access

Quality in the First Person: Pursuit of Happiness

by Chowdhary, Rai

Inspired by the plan-do-check-act cycle and define, measure, analyze, improve and control, this author developed a method that uses quality tools to help lead a more fulfilled life....

Change in Flow

by Patel, Raj C.

“The customer deserves to receive exactly what we have promised to produce,” Philip B. Crosby wrote in his classic work, Quality is Free. But how do organizations ensure this happens?...

Open Access

What's Your Next Move?

by Hansen, David

We want to solve problems, but how should we? Continuous improvement initiatives are deployed everywhere, and we use all types of improvement methods based on the scientific method to identify and solve problems, and resolve conflict and issues....

Quality Bulldogs

by Weinberg, Ken

I learned about quality in sports by accident. In 2002, my boss and I were talking about family and after-hours fun. I mentioned I was thinking about getting involved in coaching recreational soccer....

Lean Learning

by Krehbiel, Timothy C.; Ryan, Alfred W. Jr.; Miller, Dana P.

The economic downturn of 2008 placed many public universities in a financially unsustainable position....

Expert Answers: October 2014

by Rico, David F.; Aston, Bill

Cost of quality of agile methods ... Employee qualification audits...

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....

Insurance Policy

by Minckler, William

Using a quality-centric approach, the Ohio Department of Job and Family Services in 2012 embarked on an initiative to create an enterprise content management system to manage, safeguard and accelerate the use of key informational assets....

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....

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....

Open Access

Feeling Connected

by Port, Jonathan D.

Each of us desires to be heard and understood, affirmed, blessed, safe, touched, chosen and included. Understanding these desires in each person can lead to high-performing work relationships, motivated employees and better quality....

Open Access

Back to Basics: Breaking It Down

by Ayulo, Alberto

A3 thinking is based on the plan-do-check-act cycle. This powerful way of thinking is transcribed on a piece of paper (the A3 report) a team of employees can use to produce a desired outcome for a proposed process....

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....

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....

Open Access

40 New Voices of Quality

by QP Staff

When QP set out to find the individuals who will give a voice to the new generation of quality professionals, one of the hopes was that the group’s makeup would lend insight into what the future holds....

The Secret to Sustainment

by Lindquist, Russell

Of all the problems and projects encountered by most continuous improvement professionals, the most challenging is making change last. In fact, sustaining change tends to be an afterthought for many....

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....

Open Access

Jersey Score

by Krzykowski, Brett

For most, it takes years to reach a point at which an organization can expect to be seriously considered for the Baldrige award. But that didn’t deter New Jersey-based healthcare provider AtlantiCare, one of five award recipients for 2009....

Past Is Prologue

by van Kemenade, Everard

Although it’s tempting to look ahead, it’s wise to look back and learn from the past. This axiom holds true for quality management, which is why the history of the discipline is worth closer examination....

High Marks

by Esqueda, Paul; D'Allegro, Mary Lou

The public is demanding more accountability of many private organizations, corporations and institutions of higher education. In response, the Department of Education instituted changes to the process of accreditation of higher education institutions....

Moving Right Along

by Cartia, Robert

Art is knowledge kept in the artist’s mind. Science is knowledge that is documented. The goal of any lean organization is to transfer art to science: tacit knowledge to explicit knowledge. Applying lean to aid in the process of control is vital....

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....

Open Access

Small Business, Big Feat

by Adrian, Nicole

Efforts to continuously improve employee and customer satisfaction, and business practices led PRO-TEC to a Baldrige award. The company has incorporated many best management practices, including lean manufacturing and continuous improvement, and relied on...

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....

Standards Outlook: Product vs. System Quality

by Gordon, Dale K.

We live in an era in which complex and technologically advanced products are produced on a regular basis. Little concern is given to the engineering and advanced process capabilities that are required to produce them....

Exercise a Process Improvement Approach for Your Own Personal Wellness

by Harvey, Jean

The human body can be viewed as a system of processes in which the output of one process is an input to another. One quality practitioner applied the concepts of systems thinking, process thinking and process management to improve his own health,...

Open Access

Agency Files Away Inefficiency, Saves Taxpayers a Bundle

by Daniels, Susan

Caseworkers for the SunCoast Region of the Florida Department of Children and Families won a silver medal in the 2007 International Team Excellence Competition by redesigning its paper based document filing and retrieval system and bringing it into...

Six Sigma and Baldrige: A Quality Alliance

by Mellat-Parast, Mahour; Jones, Erick C.; Adams, Stephanie G.

The Malcolm Baldrige National Quality Award has evolved from a way to recognize the best quality management practices to a comprehensive framework for world-class performance....

Open Access

Avoid Random Acts of Improvement With Baldrige

by Werner, John

Organizations can use the best project execution methods, such as Six Sigma and lean, but be disappointed with the results if key strategic goals are not addressed. Improvement efforts should begin by first considering the characteristics of the...

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...

Open Access

10 Quality Basics

by Duffy, Grace; Payne, Graeme; Rooney, James; Hare, Lynne; West, John E. "Jack"; Borawski, Paul; Westcott, Russ; Okes, Duke; Guttman, Howard; Foster, S. Thomas; Conklin, Joe

In an overview designed to give quality newcomers a glimpse of the knowledge they need to succeed, ten regular Quality Progress contributors write on 10 basic quality topics that are fundamentals essential to surviving in a quality role. Topics covered...

Open Access

Quality Focus Good for Business

by Nelsen, Dave

Premier Inc., a San Diego-based healthcare alliance, is a 2006 recipient of the Malcolm Baldrige National Quality Award (MBNQA) in the service category. The firm credits employee involvement, experience gained while earning a state quality award, and...

Open Access

ASQ Certification Board Puts Quality Tools to Work

by Laman, Scott A.; Burns, Elizabeth; Lynn, Kathy L.

Recognizing the importance of customer satisfaction in strategic planning, the ASQ certification board recently used quality tools to develop customer requirements. To begin the process, a SIPOC (suppliers, inputs, outputs, and customers) diagram was...

Standards Outlook: New Ideas and Expanded Use

by West, John E. "Jack"

With more than a half million organizations certified or registered to ISO 9001 and 14001, many say the development of management system standards (MSSs) has ended. But wait; is this really where things end? I would say the answer is no....

New Standard Guides Internal and Supplier Audits

by Johnson, Gary L.

A supplement to enhance ISO 19011:2002, Guidelines on Quality and/or Environmental Management Systems Auditing, has been developed by U.S. experts. The supplement provides guidance for internal and supplier programs and the use of the standard by small...

Help Has Arrived

by Russell, J.P.

Change or pay a price for remaining the same. This saying applies to life in general and the auditing profession in particular....

Open Access

Corral Your Organization's Knowledge

by Okes, Duke

One useful method of determining organizational performance is to assess how well it manages critical knowledge. Definitions of knowledge management may vary, but they generally fit into one of four categories: Information technology, organizational...

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....

Better Teaching with Deming and Bloom

by Hills, James A.

The quality management concepts of W. Edwards Deming can be combined with Benjamin Bloom’s cognitive taxonomy to improve teaching methods. To integrate these concepts, a quality control sheet is developed to monitor improvement, integrate subject...

Open Access

Match the Change Vehicle and Method to the Job

by Harvey, Jean

Processes are at the core of continuous improvement, and improvement happens when a process is changed in one way or another....

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,...

Column: Standards Outlook: Continual Improvement Using ISO 9001

by Liebesman, Sandford

One of the key additions to ISO 9001:2000 is a subclause 8.5.1 requirement for continual improvement. This requirement is a definite advance over ISO 9001:1994...

Column: World View: Hungary Adopts Quality Tools For Public Education

by Molnár-Stadler, Katalin

National government funds consultants, provides training and monitoring

The future position and role of Hungary in the new, continuously enlarging European community will depend to a significant degree on the quality of education in the former Soviet bloc country. Both the Hungarian Parliament and...

The Status Quo's Failure in Problem Solving

by Palady, Paul; Olyai, Nikki

In their quest to create and implement the newest initiatives, organizational leaders frequently fail to notice that simple changes in the existing system can ensure the success of future efforts. Problem solving is a critical link shared by all quality...

Open Access

Quality Glossary

by ASQ

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...

Column: World View: Samsung Uses Quality To Grow

by Daniels, Susan E.

Korean giant draws on just about everything in the toolbox to reach its goals

The Samsung Quality Award was established in 1993 to recognize business divisions by using criteria developed from the Baldrige Award, ISO 9000 quality management standards and the company's own business operation standards. Nearly 70% of Samsung's qualit...

Open Access

The Essential Six Sigma

by Lucas, James M.

The disciplined quality improvement features of Six Sigma methodology offers companies nearly all of the elements of Total Quality Management (TQM), and it is much easier to incorporate into a business system. In addition, Six Sigma utilizes technical...

Quality Approach Supports Engineering Education Reform

by Brawner, Catherine E.; Anderson, Timothy J.; Zorowski, Carl F.; Serow, Robert C.

Working under a 10-year directive to create and sustain systemic reform of engineering education, the Southeastern Universities and Colleges Coalition for Engineering Education (SUCCEED) has developed a comprehensive model for assessing and improving...

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...

Resolving The Process Paradox: A strategy for launching meaningful process improvement

by Gardner, Robert A.

Continuous Process Improvement (CPI) is critical to business strategy. To improve its value creating abilities, organizations must continuously improve their value creating processes. Before implementing process improvement, organizations should...

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...

Beyond Compliance

by Arter, Dennis

Most quality auditors perform compliance audits to verify the implementation of written procedures. Compliance audits can be second party audits used to review the activities of suppliers, or they can be third party audits performed by independent...

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...

Aftermath of Battle

by Kedzie, Dan; Lantzer, Norrell; Wernsman, Robert; Sieber, Ellen; Bond, Thomas

The removal of unexploded ordnance (UXO) is a critical problem deserving of quality assurance. UXO causes some 20,000 civilian casualties annually, while UXO sites in the United States are found on over 11 millions acres. However, there is no one...

Quality You Can Bank On

by Kalmin, Norman D.; Myers, Linda; Fisk, Mary Beth

Certification to ISO 9002 for the South Texas Blood and Tissue Center required four phases embedded in the plan-do-check-act (PDCA) cycle. Phase one, planning, included evaluating the Center's competitive and business needs; selecting the ISO 9002...

At the Crossroads of Computing and Quality

by Cortada, James W.

Information technology has and will continue to influence quality management. The early days of quality management, in the 1930s to early 1960s, focused on statistical process control. During that time, the computer eventually became one of several...

Creating More Effective Meeting Facilitators

by Buchel, Mary

Ten recommendations for trainers cover the planning and implementation of meetings. First, trainers should be aware of the meeting style of the organization and thereby help facilitators increase the productivity of meetings. Second, the training...

Aesop on Quality Systems

by Robitaille, Denise E.

Quality fundamentals and common sense found in millennia-old fables are applicable to today's business and auditing activities. Aesop's tales about the goat and the goatherd as well as the farmer and the stork both demonstrate how objective evidence...

How to Teach Others to Apply Statistical Thinking

by Britz, Galen; Emerling, Don; Hare, Lynne; Hoerl, Roger; Shade, Janice

An interactive session on statistical thinking involved realistic scenarios worked on by teams of conference attendees and a panel of experts. Unlike statistical methods, statistical thinking is a learning and action philosophy. It is based on...

Scientific Method: The Generation of Knowledge and Quality

by Box, George

Deductive-inductive problem solving and democratization of the scientific method are key to the future of the quality profession. Knowledge generation must be efficient and less fractionated, while making the most of human learning powers. Therefore,...

Sharing the Wealth: TQM Spreads from Business to Education

by Manley, Robert; Manley, John

The 14 points of W. Edwards Deming have applications for total quality education (TQE) in the West Babylon, NY, School District. This student-focused TQE initiative relies on the commitment of the superintendent and board of education as well as the...

Teams in the Age of Systems

by Scholtes, Peter R.

Customer focus and systems thinking affect the implementation of teamwork. Without attention to these factors, teams can proliferate and become disconnected. A customer-in mentality means that customers drive the formation, activity, and evaluation of...

Focus the Strategy to Achieve Results

by Bohan, George P..

Successful total quality management (TQM) depends on leadership commitment. Important expressions of this commitment are vision and goals. Vision statements should be vivid, action-oriented sentiments that force an organization and its members to make...

What Does "Employee Involvement" Mean?

by Moe, Jeffrey L.

Cultural revolution takes time. It can occur efficiently if there is a balance between management style and employee involvement. This was a lesson learned at Glaxo Inc. during implementation of TQM (total quality management). An impediment to TQM...

Overcoming the Real Issues of Implementation

by Feinberg, Samuel

Total quality management (TQM) initiatives encounter problems of language, measurement, focus, infrastructure, time, and cultural change. The language of TQM implementation at GEC Plessey Semiconductors (GPS) emphasizes customers, teamwork, and...

Naval Station Mayport Jump-Starts Quality

by Ryan, Bobbie

Although fundamental change takes time, a quality improvement program can have a successful impact in only a couple of years. At Naval Station Mayport, the first two years (1992-1994) of its TQL (total quality leadership) initiative have been fruitful....

Pennsylvania Builds Tomorrow's Work Force

by Faylor, Connie R.

School-business partnerships have brought quality improvement to the Lehigh Valley. The eighteen partnerships use an enhanced version of the Koalaty Kid program. Cross-functional project teams and project-by-project improvement have built on the...

How to Become a Quality Person

by Cary, Mark S.

You are your own primary customer. Your personal improvement is the most important factor in kaizen or continuous improvement. A five-step plan for personal improvement is based on the plan-do-check-act cycle. First, identify what is important. Do...

The Role of Statistical Thinking in Management

by Hare, Lynne B.; Hoerl, Roger W.; Hromi, John D.; Snee, Ronald D.

Managers, as well as statisticians, can employ process thinking, an understanding of variation, and data analysis. This mindset of statistical thinking has four requirements. First, managers must know why statistical knowledge is important. For...

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