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Follow the Fundamentals

by Snee, Ronald D. ; DeVeaux, Richard D.; Hoerl, Roger W.

New technology for acquiring, storing and processing data is being introduced at an ever-increasing pace. In 2012, the White House launched a national “Big Data Initiative.” According to IBM, 1.6 zettabytes of digital data are now available....


Getting a Good Read

by Bruns, Todd; Bai, Rendong

The internet has forced libraries to focus on enhancing customer service through quality management. LibQUAL+ is a tool to evaluate library customer service and engage patrons as partners to close the gap between experienced and expected service....


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

Crosby's 14 Steps to Improvement

by Crosby, Philip B.

In order to be successful, a company quality improvement effort must be well thought out and implemented according to plan over a long period of time. It requires management to stay at it constantly. Philip Crosby's 14-step quality improvement program...


Offense and Defense

by Land, Thomas T.

To improve its quality, an enterprise must fight two battles. It must prevent new problems, such as wear and tear on equipment, increasingly stringent customer requirements, new product introductions and employee turnover, from affecting its processes....


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...


Open Access

Developing a New Kind of Certification

by Hartman, Melissa G.


One of ASQ's newest certification exams, the certified quality improvement associate (CQIA), is a unique example of process management and response to customer needs. While most certifications are geared toward quality practitioners, CQIA...


ISO 9001:2000 and Customer Satisfaction

by Vavra, Terry G.

One of the most important changes in ISO 9001:2000 is the inclusion of customer satisfaction data as an indicator of the value of processes adopted by an organization. Three of the most significant improvements are provisions that: Require registrants...


Incorporating the Tools of Creativity into Quality Management

by Plsek, Paul E.

Innovation and creativity are keys to the changes needed for business success. Research indicates that innovation is linked with financial performance, customer demands, competitor strategies, and change itself. Directed creativity is creativity based...


Is Your Satisfaction Survey Creating Dissatisfied Customers?

by Vavra, Terry G.

Customer satisfaction measurement (CSM), may be causing dissatisfaction, especially when compared to marketing research and opinion measurement techniques. Reasons for the dissatisfaction include customer anonymity and inadequate follow-through. CSM...


The New Pragmatism: Going Beyond Shewhart and Deming

by Lovitt, Michael R.

The pragmatism of Walter A. Shewhart and W. Edwards Deming is contrasted with that of Richard Rorty. Shewhart and Deming were influenced by the work of C. I. Lewis, who based his conceptual pragmatism on ideas of Charles S. Peirce, William James, and...


Law Firm Pioneers Explore New Territory

by Blodgett, Nancy

Attorneys who participate in total quality management (TQM) initiatives can improve customer satisfaction as well as their own work environment. Three law firms have done especially well in managing the cultural changes of TQM, in an industry that can...


Small Groups Bring Big Results

by Gyani, Girdhar J.

Employee participation in quality circles and the leadership of executives as team facilitators enabled an oil refinery to implement total quality management (TQM) at the shop-floor level. This is a labor-intensive, continuous-cycle process industry,...


Open Access

A Not-So-Secret Recipe for Successful TQM

by Nadkarni, R. A.

Companies that successfully implement TQM (total quality management) share ten characteristics. These characteristics are often seen in Malcolm Baldrige National Quality Award winners, though the Baldrige Award is no guarantee of continued success....


Use Technology to Unleash the Potential of Your Quality Improvement Teams

by Teegarden, James W.

Group decision support systems (GDSS) can increase the effectiveness of problem-solving teams. Teamwork is important because groups create better decisions than do individuals, especially if the groups are cross functional. However, power, status, and...


Maintaining Focus Within Your Organization

by Parr, William C.; Hild, Cheryl

Vision brings common understanding to the stakeholders of a company. But they must be wary of the seven deadly distractions. First, employment involvement is ineffective if it does not include senior management. Second, training becomes wasteful when it...


Quality Quest: One Company's Successful Attempt at Implementing TQM

by Drensek, Robert A.; Grubb, Fred B.

Introduction of total quality management (TQM) by a manufacturer of more than 2,000 products relied on training, involvement, and a pilot run of the problem solving process. Crosby's four absolutes of quality provided the foundation for this successful...


What Went Wrong in U. S. Business's Attempt to Rescue Its Competitiveness?

by Hoover, Herbert W., Jr.

Appropriate application of TQM (total quality management) and realistic expectations of its effects can prevent implementation failures. Definitions of TQM from the U. S. General Accounting Office and Department of Defense emphasize: employee...



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