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Expert Answers: October 2014

by Rico, David F.; Aston, Bill

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


Open Access

Quality in the First Person: Alternative Route

by Johnson, Stephen

An unexpected detour on the career path led probation agent to quality career....


Expert Answers: October 2014

by Rico, David F.; Aston, Bill

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


Strength in Numbers

by Clark, Peter

To refresh his résumé after a job loss, the author sought ASQ certifications because of their reputation for relevance and rigor....


Onward and Upward

by Thomas, Donna

Operational excellence has been a long-time focus for Xerox, the international document management corporation. Before joining Xerox, Affiliated Computer Services shared that same focus....


Expert Answers: August 2014

by QP Staff

Achieving division quality ... Clarifying calibration...


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....


Expert Answers: July 2014

by QP Staff

Building an effective QMS ... understanding medians...


Open Access

Quality in the First Person: Return to Roots

by Glover, Mike

Exposed to the manufacturing industry at a young age, the author reflects on career exploration and his eventual role in quality at his family's business....


Open Access

No Weak Links

by Bailey, Bill D.; Alter, Howard

A global telecommunications organization decided to use the lean tool value stream mapping, along with the eight rights and seven supply chain wastes to better understand its complete supply chain and to help avoid suboptimization....


Expert Answers: May 2014

by QP Staff

Starting a career in quality ... Testing traceability...


Open Access

Making the Rounds

by Volland, Jennifer

Executive leader rounding helps organization leaders connect with the voice of the customer and understand day-to-day procedures to identify needs or shortcomings in service delivery....


Open Access

Quality in the First Person: Pay It Forward

by Ramu, Govind

Helping professionals on their ASQ certification journeys and improving their careers gives this ASQ member a sense of fulfillment....


Open Access

A Place to Call Home

by Leonard, Denis; Zajicek, Gary

Builder leverages quality toolbox, culture to construct house for "Extreme Makeover" TV show....


Safety in the Skies

by Odigie, Michael; Martin, Royce A.; Courbat, Michael; Sinn, John W.

Embracing the notion of continuous improvement, the aviation industry is endeavoring to redefine and fine-tune the way safety is managed....


Open Access

Quality in the First Person: The 'Write' Fit

by Wrestler, Denise

Writing and the ability to effectively communicate are foundational skills of good quality engineers....


Open Access

Quality in the First Person: Super Powers

by Schmidt, Megan

In honor of National Engineers Week, QP took a closer look at what makes engineers and the profession super by asking the global engineering community to weigh in with its thoughts....


Open Access

One Good Idea: Bucket List

by Suedbeck, John G.

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


Expert Answers: January 2014

by QP Staff

Selecting KPIs ... Controlling multiple processes...


Open Access

Salary Survey 2013: Behind the Results

by Hansen, Max Christian

The 2013 Salary Survey was sent to ASQ 44,945 members. There were 7,504 individual responses, for a response rate of 16.7%....


Open Access

Back to Basics: Pyramid Scheme

by Weeden, Marcia

A framework for stronger standard operating procedures....


2013 Salary Survey: Part 2, Section 23. Base Earnings by Education and Training

by Hansen, Max Christian

The independent consultants who respond to QP’s Salary Survey are, of course, a smaller group than the regular employees. This year in the United States, 62 consultants reported working part-time and 109 full-time....


2013 Salary Survey: Part 1, Section 18. Salary by Exemplar Global Certification

by Hansen, Max Christian

Worldwide, 14.2% of the surveyed quality professionals have at least one Exemplar Global certification. Canadian and U.S. respondents held 49 of the 72 certifications listed as choices in the salary survey, which are divided into two tables....


2013 Salary Survey: Part 1, Section 6. Salary by Number of Work Hours

by Hansen, Max Christian

If you’re from the United States, it’s likely you work a lot of hours. Each year, QP’s salary survey shows that more than 40% of U.S. respondents work on average more than 45 hours per week....


2013 Salary Survey: Part 1, Section 4. Salary by ASQ and Exemplar Global Certification

by Hansen, Max Christian

In North America, 58.2% of respondents to QP’s salary survey held at least one ASQ certification. As Table 1 shows, the two certifications held by most respondents are certified quality auditor (23.9% of respondents) and certified quality engineer (22%)....


2013 Salary Survey: Part 2, Section 22. Base Earnings by Years of Experience

by Hansen, Max Christian

It seems an individual’s years of experience as a consultant are a poor predictor of individual earnings—at least that’s the picture presented by Figure 1, which shows income by consulting experience for our self-employed respondents worldwide....


Open Access

Words to Work By

by QP Staff

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


Turned On

by Scriabina, Natalia; Cort, Gary

Quality can be defined in many ways. In technical usage, quality can have two meanings: the characteristics of a product or service that influence its ability to satisfy stated or implied needs; or a product or service free of deficiencies....


Expert Answers: October 2013

by QP Staff

Handling incoming inspections ... identifying special processes during an audit...


Open Access

Expert Answers: September 2013

by QP Staff

Centralizing quality ... ISO 9001 cost of implementation...


Open Access

Career Corner: Put Yourself in the Hot Seat

by Whitacre, Teresa

Auditing is a big part of many quality professionals’ careers. We audit our suppliers and we perform internal audits. Some of us even participate in third-party audits. How many of us, though, have audited our career paths?...


Open Access

Expert Answers: August 2013

by QP Staff

Correction vs. corrective action ... Identifying and eliminating waste...


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)....


Expert Answers: June 2013

by Ramu, Govind; Kubiak, T.M.

Auditee refuses nonconformance report ... Customer service quality in the banking industry...


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....


Open Access

Balancing Act

by Montgomery, Eda Ross; Neway, Justin

With common quality methods and standards in place, manufacturing organizations share a daunting challenge: an increased volume of electronic and paper-based data collected during process development and manufacturing....


Heart of the Matter

by Aba, Eli Kofi; Hayden, Michael A.

The goal of most processes in the manufacturing and service industries is to produce products or services that exhibit little to no variation. Variation is defined as “where no two items or services are exactly the same.”...


Open Access

Perspectives: Survey Overload

by Purdy, Derek

Some years ago, I was presented the bill at a restaurant. In addition to the itemized list of charges, the little billfold contained a customer comment card. “Wow,” I thought, “what a great idea. This place is really on the ball.”...


Expert Answers: March 2013

by QP Staff

Supplier audits ... Requiring ISO certification...


Open Access

One Good Idea: Form by Design

by Coleman, Lance B.

Filling out simple forms should be easy, right? Yet, how many of us have had the experience in which a simple and easy-to-follow form took more than one time to fill out 100% correctly?...


Open Access

The Right Ingredients

by Zaidi, Syed Wasi Asghar;

In Out of the Crisis, W. Edwards Deming writes, “Everyone doing his best is not the answer. It is first necessary that people know what to do.” To ensure people know exactly what to do, all activities within the organization should be system oriented....


Open Access

March 2013 One Good Idea - online figures

by Coleman, Lance B.

CAPA process swim lane diagram / online Figure 1 Phase 1: Initiation Phase 2 and 3: Investigation and Corrective Action Issue CAPA number Enter CAPA info into log Notify quality manager CAT investigation CAT investigation Identify issue Meet with process...


Open Access

Lessons in Labeling

by Braswell, Nina; Koroseta, Jill; Grogan, Amy

What kind of care would you want for a loved one fighting cancer? This is the question the experts at Cancer Treatment Centers of America ask themselves every day and motivates employees to create a culture where continuous improvement becomes a habit....


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....


Salary Survey 2012: Crunching the Numbers

by Hansen, Max Christian

The 2012 survey was sent to 54,337 members. Of the 6,857 individuals who started the survey, 6,857 completed the questionnaire for a response rate of 11.2%....


Salary Survey 2012: Part 1, Section 4: Salary by ASQ and RABQSA International Certification

by Hansen, Max Christian

Percentage of respondents holding aSQ certifications / Table 1 2012 2010 2008 Certified quality auditor 22.9% 24.1% 24.2% Certified quality engineer 20.4 23.7 21.6 Certified manager of quality/ organizational excellence 12.6 13.7 12.6 Certified Six Sigma...


Expert Answers: December 2012

by QP Staff

A better supplier scorecard ... Inspecting your suppliers ......


Open Access

Online Figures - December Back to Basics

by Ayulo, Alberto

alt section Remove engine Critical inspections Hydro cks Adjust 2410 Adjust 2410 TCI/ TCTO Supply Get topics E/ E AFG Fuels A/ V A/ R Egress B/ M NDI Looks Tools Egress Egress flow cks M/ T AFG & lube Remove elevators Weigh elevators AFI Props RFLTS TCR ...


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....


Standards Outlook: From the Trenches

by Liebesman, Sandford

ISO 9001 and the COSO internal control guidance document used by financial organizations that must comply with the requirements of the Sarbanes-Oxley Act don’t have a lot in common, but one thing they share is the need to update the current version....


Law and Order

by Schrunk, David G.

The laws created and enforced by government are among the most important works of humankind. They address the most significant societal problems and have a direct impact on human rights, living standards and the quality of life of every person....


Lasting Impression

by Stauffer, Rip; Owens, Debra

A recent paper found that quality initiatives have made significant contributions to three primary indicators of economic well-being: gross domestic product, corporate tax revenues and employment....


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....


Expert Answers: October 2012

by QP Staff

Finding the right role ... Audit mismatches ... Accuracy in calibration...


(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

One Good Idea: Put on Your Business Hat

by Raina, Vikas

During a software testing project, teams are consistently faced with constraints that may affect how business requirements are met, but as quality professionals, we have the ability to ensure any project is delivered with acceptable quality level (AQL)....


Expert Answers: September 2012

by QP Staff

Sustaining excellence ... Blood bank error...


Innovation Imperative: A Question of Balance

by Merrill, Peter

Many people say that mentioning standards and innovation in the same breath is a contradiction in terms. Evidence from the real world says otherwise....


Open Access

Career Corner: Mapping the Future

by Whitacre, Teresa

As quality professionals, one technique we are all taught is change management. But how we learn to embrace and manage change doesn’t just apply to our job tasks and duties. Career development also requires applying a change management process....


Expert Answers: July 2012

by QP Staff

Reigniting quality ... Going nuclear...


Open Access

Career Corner: Turn, Turn, Turn

by Conklin, Joseph D.

In the quality world, I have seen my share of heated conversation about why (fill in the quality technique of your choice) works or doesn’t. The passion usually does not run as deeply as on a soap opera, but it comes close on occasion....


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?...


The Audit Answer

by Estrada, Angel; Sinn, John W.

Graduate students at Bowling Green State University studied the Quality Systems Educational Collaboration, a program that addresses workforce and technical assistance needs for organizations, and disclosed areas for improvement using Six Sigma methods....


Quality for Tomorrow

by Merrill, Peter

The work of the quality profession has evolved over the years from quality control to quality assurance to quality management. But what is the next stage of evolution from quality management?...


Open Access

Back to Basics: Solid Proof

by Suedbeck, John G.

In general, the audit process is similar across most industries. To effectively evaluate risk, we need an understanding of the reliability of the audit evidence obtained. But how do we best assess the reliability of audit evidence?...


Open Access

Quality in the First Person: Character and Passion

by Stephens, Duane

When the entire goal of the pharmaceutical industry is to improve, prolong or possibly save lives, the character and passion we exhibit every day are just as critical as the specialized skills and training that brought us here....


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....


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....


Expert Answers: May 2012

by QP Staff

Defining quality ... Consolidating certifications ......


Open Access

Beyond the Basics

by Duffy, Grace; Laman, Scott A.; Mehta, Pradip; Ramu, Govind; Scriabina, Natalia; Wagoner, Keith

A movie sequel often can be as, if not more, captivating than the original. Essentially, a sequel builds on the original, continuing a journey with familiar characters and settings, developing ideas and unveiling more insight....


Open Access

Quality in the First Person: Quality Assurance at Home

by Moon, Lula

Quality assurance 5S principles—sort, set in order, shine, standardize and sustain—benefit my home life in the same ways that quality assurance principles benefit the workplace....


3.4 per Million: Next in Line

by Conklin, Joseph D.

In quality, the sequel is what usually makes things better. Who knows how often savings have been left on the table because organizations failed to look ahead to the next project?...


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....


A Tangled Web

by Dougherty, Jim; Lengel, Wylene

In simple terms, software as a service is on-demand access to software via the internet. It seemingly eliminates the installation and testing of the software by the customer—or does it?...


Open Access

Email Matters

by Milton, Alec

It is commonly accepted that 80% of data within an organization is unstructured. Emails are considered a part of the definition of unstructured data. But with the right processes, it is possible to get email under control....


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....


Open Access

Career Corner: Survival Kit for Success

by Whitacre, Teresa

The employment process is a two-way street. By understanding the basic needs of an employer, we can determine how to fulfill our needs at the same time....


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....


Online Figures Udell

by Udell, Mark; Buffington, Mike

QP 1 Quality assurance audit workbook / Online figure 1 Branch name: Region #: Date: 08/ 30/ 10 Administrative review results Possible exceptions Total exceptions Standard weight factor Weighted rating Total branch rating Percentage exceptions Commercial...


Open Access

Quality in the First Person: Quality at Its Core

by Coleman, Lance

After leaving the manufacturing sector for 12 years and then returning, I found quality was still what drew me to the industry. Quality has carried me through my professional life, as well as my personal life, in ways I never realized were possible....


Salary Survey 2011: Part 2, Section 23: Consultant Education and Training

by Hansen, Max Christian

Base earnings for U. S. self- employed consultants / Table 1 ( conTinueD) Minimum Maximum Standard deviation Count Average Median Part- time All consultants $ 10,000 $ 450,000 $ 82,437 87 $ 74,648 $ 54,000 Highest level of education High school diploma 6...


Open Access

Salary Survey 2011: Slow and Steady

by Hansen, Max Christian; Wilde, Nancy J.; Kinch, Eileen R.;

A single organization’s actions may be reported several times if multiple employees of that organization responded to the survey. Director: Oversees all aspects of an organization’s quality or business improvement efforts, such as developing and administr...


Open Access

Quality in the First Person: A Bad Sign

by Moeeni, Farhad

I kept my head down as I played hopscotch with the puddles on the mall parking lot. I started the engine, wiped some fog from the windows and started to back out, looking behind for cars. Suddenly—what was that?...


Salary Survey 2011: Part 1, Section 9: Salary by No. of Years in Current Position and Quality Field

by Hansen, Max Christian

Part 1. Regular Employee Results Section 9. Salary by Number of Years in Current Position and in the Quality Field Comings and Goings Cross- tabulation of the number of years in current position and in the quality field / Table 1 Less than 1 year 1- 3 ye...


Salary Survey 2011: Part 1, Section 2: Salary by U.S. Regions and Canadian Provinces

by Hansen, Max Christian

South Carolina 1.6% 96.8 North Carolina 3.6% 95.7 Tennessee 2.4% 90.5 Kentucky 1.2% 91.6 WV 0.2% 99 Virginia 2.9% 96.9 Maryland 2.1% 123.7 Delaware 0.4% 106.9 D. C. 0.1% 144.4 New Jersey 2.4% 129.1 Connecticut 1.6% 133 RI 0.5% 124.6 MA 3.9% 139.7 Maine 0...


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....


A Decade of Distinction

by Thompson, Matias Gadda; Rosanó, Verónica

In the first six months of 2010, Telefónica Group launched 60 simultaneous quality improvement projects. These 60 projects represent nearly 30% of the total number of improvement projects conducted in the company during the last decade....


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....


Standards Outlook: The Missing Link

by Liebesman, Sandford

In most organizations, quality and finance behave like independent silos, resulting in excessive costs and unhappy customers and investors....


Open Access

Quality in the First Person: Chili Topped With Statistics

by Stepan, Paul

My daughter calls me a data nerd, as I am always using Microsoft Excel to document my life. I maintain data on the time my wife’s van arrives in the carpool lot, data on the performance of my investments and data on my various collections....


Measure for Measure: Under the Microscope

by Bucher, Jay L.

Audits are chances to see where improvements can be made and to find areas that can be improved upon. If you approach an audit with the right mindset, it can be a great opportunity for all parties involved....


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....


Reaching Out

by Blumenthal, Cynthia

In his Pulitzer Prize-winning novel Middlesex, Jeffery Eugenides describes life at Ford Motor Co. in the 1920s, detailing how unskilled workers tried to match the calculated pace of assembly lines and a manufacturer that made almost every part itself....


Open Access

Quality in the First Person: Quality Helps Kick Cancer

by Roberson, Russell L.

As a quality professional, I can’t help but look for ways to use quality tools in anything from correction to prevention, from work to everyday life. I have two examples of how quality tools and processes can help people overcome life-changing challenges....


Open Access

Career Corner: Timing Is Everything

by Whitacre, Teresa

The last few years have been a struggle for those seeking employment as well as those seeking to make a change. The employment market has been difficult to judge. Many folks have shared their stories with me, especially during ASQ’s recent World...



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