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Expert Answers: June 2014

by QP Staff

Driving service quality ... Evaluating equipment...


Need for Speed

by Spencer, Karen; Helfer, Steve

Organizations must focus on key indicators and achieve optimal performance levels. They must define quality as it relates to customers and modify quality to achieve and sustain quality levels that maximize supply chain performance and quality management....


Open Access

Will to Live

by Csikos, Brian

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


Open Access

One Good Idea: Standard of Living

by Ricker, David

Look to your life for ISO 9001 lessons....


Open Access

Back to Basics: Calculated Risk

by Sherman, Peter J.

A formula for balancing the cost of risk and uncertainty....


Hoist Help

by Chadha, Rajeev

Overall equipment effectiveness and waterfall analysis are proven continuous improvement analysis tools that have been used in the manufacturing world for many years....


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....


Open Access

One Good Idea: Bucket List

by Suedbeck, John G.

Categorize and control your risk management audit data....


Standards Outlook: Keep It Clean

by Schnoll, Les

Unfortunately, many organizations fail to adequately assess their overall facility environment, forget or are unaware of the need to ensure their buildings are clean and well-organized, and meet organizational and regulatory requirements....


Open Access

Perspectives: Relying on the Basics

by Diepstra, Keith

It’s difficult to improve a process that isn’t running. Equipment reliability from a manufacturing equipment perspective is typically the purview of maintenance teams and may include watch-over by the engineering team....


Open Access

Tangled Mess

by Schonberger, Richard J.

Many of the world's factories are designed in ways detrimental or unhealthy to product quality. The typically complex and lengthy flow times multiply process variables, which can obscure and delay the discovery of defects and nonconformities....


Measure for Measure: On Solid Ground

by Bucher, Jay L.

There are a few fundamentals every calibration or metrology department should know to get moving in the right direction....


Expert Answers: November 2010

by QP Staff

Significant vs. meaningful ... explaining mean time between failures ... the importance of preventive maintenance....


Open Access

Perspectives: Warning! Warning!

by Weisbrod, Stu

There are five warning signs that are indicators of a change in corporate attitudes toward quality. Some of these can occur naturally over time as corporations become enamored with their progress....


Statistics Roundtable: Poisson Power

by Hare, Lynne B.

The Poisson distribution may be the Rodney Dangerfield of statistics. It doesn’t get the use—and respect—it deserves. Yet, when applied properly, it can aid the decision-making process considerably....


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....


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....


Open Access

Gimme Five

by Harkins, Ray

By integrating 5S into the culture of your lab, you will see landmark improvements in the performance of those who work there, while setting an example of excellence for your entire organization to follow....


Open Access

All Ears

by Sherman, Peter; Vono, Jim

Imagine you are presenting the analysis and findings of a critical operational issue or proposed improvement project to senior management. You feel confident because you’ve thoroughly measured and analyzed the data....


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....


Expert Answers: August 2008

by QP Staff

Flushing out flatness ... Corrective vs. preventive actions....


Who's Keeping Score?

by Neenan, Rebecca

There’s one tool you won’t find for sale at Sears. One of the retail giant’s divisions has started using a quality management tool extensively to maintain and improve its own quality management system....


Who's Keeping Score? Scorecard Example

by Nennan, Rebecca M.

Period: 1st Quarter 2008 Sears Home Services QMS Compliance Status for Region XXX ( r0) 48406- HOF, rev 2 Effective QMS Indicators Graded Categories Last Third Party Audit Mgmt Review C/ PARs CIP Internal Audit Equipment CFC License Complete MRMs MRM Con...


Open Access

A Framework for Business Ethics

by Andersen, Bjorn

Profit maximization is, of course, the main and foremost objective for any commercial organization. Most modern organizations realize that to survive in today’s competitive arena, customers have to be satisfied....


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...


Use SPC for Everyday Work Processes

by Gruska, Greg; Kymal, Chad

Despite the advantages of statistical process control (SPC), many organizational implementation efforts have not been successful or self-sustaining. This has nothing to do with the methodology, but is a case of using the right toolbox but the wrong...


Improve Profits With Standards

by Dawes, Edgar

The goal of CEOs and business managers is to make products that please customers and produce a profit. The International Organization for Standardization (ISO) provides a roadmap for profit gains through its standards and technical reports. Used in...


Where's the Money?

by Russell, J.P.

Proving system and process auditing is a value added service has been a topic of considerable interest recently....


Open Access

A Recipe For Excellence

by Daniels, Susan E.

The roots of the Bama Companies' 2004 Malcolm Baldrige National Quality Award go back to a Texas kitchen in 1927. Today the third-generation family owned business makes frozen baked goods for fast food and casual dining restaurants using the same...


Craft a Meaningful Quality Policy

by Owens, Dennis R.

One way to align a quality management system policy with its objectives is to use the Ishikawa cause and effect (CE) method. These five steps will help management effectively structure a meaningful and integrated quality policy....


Make Work Cells Work for You

by Schonberger, Richard J.

The standard practice of dispersing production processes among geographically separate shops creates a potential for quality problems. These problems and their root causes are lost between intra-shop inventories and the number of potential flow...


Open Access

Get Staff Involved in Quality Initiatives

by Bolton, Mike

A case study in which a company in the public transportation services industry took on the issue of how a lean quality improvement staff could help the CEO aspire to new levels of business performance without a typical Six Sigma level budget....


Top 10 Tips for Shop Floor Audit Readiness

by Pylipow, Peter E.

Wendy, a shift supervisor at fictitious Skyko Industries, was notified her manufacturing area was going to be added to the scope of Skyko’s ISO 9001 registration....


5S for Suppliers

by Bullington, Kimball E.

Lean supply implies that the supply chain is appropriate for lean production. The 5S program, derived from the Japanese words for sort, set in order, shine, standardize, and sustain, provides a proven model for organizing and maintaining a production...


Column: Standards Outlook: Purchaser and Supplier Quality

by Reid, R. Dan

Going beyond ISO 9001, QS-9000 and TS 16949

For quality to happen, quality control from the supplier's perspective is necessary. But evidence indicates suppliers do not always pursue the actions needed for quality improvement. Quality practitioners...


The Role of Repair Stations

by Tarach, Ron

In order to ensure quality, safety, and security, aviation repair stations rely on a manual detailing regulations and guidelines encompassing quality, operations, materials management, and human resources. Aviation Product Support (APS) has internal...


Open Access

Simplify Your Quality System

by Godwin, Pat



It is usual in the automotive industry for companies to coordinate their quality management standards to the QS-9000 manual, the automotive sector derivative of the ISO 9000 series. The organization of ISO 9000:2000 is different, however, and...


Column: Standards Outlook: Corrective and Preventive Action In Medical Device Manufacturing

by Schnoll, Les

ISO 9000 made more rigorous to ensure a robust system

21 CFR (Code of Federal Regulations) 820 was revised in 1995 to more closely resemble ISO 9001:1994, and what had been known as "Good Manufacturing Practices" became a Quality System Regulation...


Demystifying ISO 9001:2000 (Part 2)

by Ketola, Jeanne; Roberts, Kathy

Three sections of the new ISO 9001:2000 standard, not examined in Part I of this article, are reviewed. Section 6.1 covers provision of resources, section 6.3, infrastructure, and section 6.4, work environment. Section 6.1 requires an organization to...


7 Steps to Improved Safety for Medical Devices

by Rooney, James J.

In medical devices, Hazard Analysis and Critical Control Point (HACCP) is a quality control process that covers every production phase from raw material procurement through distribution of the finished product. HACCP is a standalone program that...


Learning From Mistakes

by Lathin, Drew; Mitchell, Ron

As U.S. companies strive to compete globally, they face increasingly rigorous quality standards that are difficult to meet, even for the most able companies. As a result, more firms are seeking to implement the lean production system developed at the...


Understanding the Hierarchy of Process Control

by Pylipow, Peter E.

Managers often want to implement process control, but may be confused about what constitutes a state of process control, how they want their manufacturing systems to operate, and what the current state of the operating system may be. The current...


Old Tools - New Uses: Equipment FMEA

by Cotnareanu, Teodore

A preventive maintenance program can benefit from the modification of process FMEA (failure mode effects analysis) into maintenance FMEA. Before implementing the FMEA itself, it is necessary to: assemble an FMEA team well represented and led by...


India's Quality Movement

by Chandra, Mahesh; Adur, Vasanth

Awards and standards lead the way to significant achievements

To meet the product and service quality challenges of multinational companies operating in India and to realize export potential, both private and public sector Indian companies must resolve quality and quality management issues. The CMM model has been de...


Benchmarking Your Plant Against TQM Best-Practices Plants: Part 4 of 4

by Rogers, Hank

The Yamaha Motor Manufacturing Company of America plant in Newnan, GA is the fourth and final world-class operation described in a series of articles on quality practices. The quality organization at Newnan includes a quality manager who is a liaison...


Work Design for Self-control in Financial Services

by Shirley, Britt M.; Gryna, Frank M.

Interviews with employees of four financial services companies provided information from which to develop self-control checklists. The checklists cover the three criteria that determine if a person is in a state of self-control. The criteria are:...


Benchmarking Your Plant Against TQM Best-Practices Plants: Part 1 of 4

by Rogers, Hank

The Ford Ranger Truck Plant is the first of four world-class operations described in a series of articles on quality practices. A visit to this assembly plant consisted of: discussions with the quality manager; observation of quality review at the end...


Preventive Action vs. Corrective Action: The Horse, the Barn Door, and the Apple

by Taylor, C. Michael

Preventive action is more valuable than corrective action. The best approaches to preventive action are ongoing, systematic, deliberate, proactive, analytical, investigative, and predictive. A story about missed opportunities for prevention tells of...


Continuous Process Improvement the Quick Step Way

by Schroer, Bernard J.; Adams, Mel; Stewart, Steve; Componation, Paul J.

Eliminating waste and reducing the time between order receipt and payment receipt characterize the Quick Step method of continuous process improvement. Quick Step principles include: implementation of simple, small projects via quick and creative...


Product Assurance Structure and Management

by Bieda, John

The main components of product assurance are: cost-of-quality management; just-in-time training; product assurance planning; and quality and reliability tool application. Product assurance applies simultaneously to hardware and software aspects of...


The Criteria: A Looking Glass to Americans' Understanding of Quality

by Best, Kenneth G.

Business Results is Category 7 in the 1997 criteria of the Malcolm Baldrige National Quality Award (MBNQA). As the last of seven installments on the Baldrige criteria, this article notes the distinction between ingrained core values and superficial...


Reengineering and Dumbsizing: Mismanagement of the Knowledge Resource

by Einsenberg, Howard

The information economy is based on intellectual capital, but radical redesigns of organizations can harm the people who supply this capital. Harm is most dramatic in reengineering, a term sometimes used synonymously with "downsizing." When positions...


Keys to a Successful Internal Audit

by Burr, John T.

An objective, businesslike approach makes internal audits fair and useful. Planning the audit includes making decisions on scope (full or partial), scheme (downstream, upstream, or horizontal), and checklist content. The checklist is a single sheet...


The Deming View of a Business

by Roehm, Harper A.; Castellano, Joseph F.

Management's commitment to employees and their focus on customers are keys to the organizational change that improves business systems. These concepts pervade the views of W. Edwards Deming, as expressed in his system of profound knowledge and his 14...


Seven Ways to Make Money from ISO 9000

by Scotto, Michael J.

There are bottom-line benefits to preparing for ISO 9000 registration. Tools for these money-making opportunities include information for increasing organizational efficiency and for understanding and subsequently improving processes. Improvements in...


The Bossless Performance Review

by Fitzsimmons, Charles F.

Evaluations of professionals provide feedback from their customers. In the Baltimore, MD archdiocese a performance assessment of clerics included a survey distributed to the congregation and staff of each individual under review. The survey's 51 items...


Open Access

15 Years and Still Going . . .

by Rau, Herbert

At National Semiconductor, the total quality effort is in its third stage. The first stage started about 15 years ago. Programs introduced during this stage included: quality circles, total preventive maintenance, statistical process control, design...


Quality Costs: A Report Card on Business

by Gray, Janet

Measuring the results of quality efforts is important at the corporate level. An important monetary measurement is cost of quality. Both service and manufacturing organizations can have quality costs systems. In service companies, rework is the major...


Japan's New Advantage: Total Productive Maintenance

by Turbide, David A.

Employee ownership of equipment and work areas can lead to reduced equipment downtime, abuse, and accidents. Total productive maintenance (TPM) programs encourage teams of workers to do preventive maintenance and minor repairs of their own machinery....



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