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Open Access

Fresh Perspective

by Radziwill, Nicole M.; Owens, Tracy;

The relationships among technology, innovation and quality are based on creating new value and sustaining the ability to continue creating it. Leveraging these relationships can help in releasing your creative spirit....


The Service Quality Platform

by Swersey, Arthur J.

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


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....


Tribal Quest

by Dew, John

The continuing abundance of news stories about quality failures in the manufacturing, food, pharmaceutical, healthcare and education sectors is a reminder that award-winning organizations are islands in a sea of quality indifference....


Ford's Focus

by Levinson, William A.

“Triple bottom line” refers to the measurement of a business’s impact on people, planet and profits. These metrics may seem aggressive, but Henry Ford proved their intelligent interpretation and application makes them synergistic and mutually supporting....


Breaking From the Pack

by Watson, Gregory H.

Russ Ackoff's life story is instructive for quality professionals as they trace the development of systems thinking during its 60-year migration....


Open Access

Total Quality, Total Commitment

by Watson, Gregory H.

An innovative approach to quality helped A.V. Feigenbaum create the concept of total quality management. Indeed, Feigenbaum’s quality contributions have been praised by U.S. business leaders and quality professionals around the globe. Armand V. Feigenbaum...


Open Access

Futures Study

by QP Staff

Forces of Change From All ASQ Futures Studies Table 1 1996 1999 2002 2005 2008 Changing values Partnering Quality must deliver bottom- line results Globalization Globalization Globalization Learning systems Management systems will increasingly absorb the...


Blurred Vision

by Wood, Douglas C.

Many quality professionals have noticed that business leaders still consider quality and business improvement to be separate topics. While this isn’t the case everywhere, it appears to have become more common....


Standards Outlook: Hazardous to Your Health

by Reid, R. Dan

One hospital chain in my area has a snappy ad saying your selection of a hospital could be the most important choice you will ever make. This might be true—going into the hospital these days can be hazardous to your health....


12 Keys to Career Success

by Oltesvig, John

As the number of manufacturing jobs continues to decline in the United States, many quality professionals have become concerned about job security and opportunities to attain career success. But like Joseph Juran and W. Edwards Deming before them, each...


One Size Does Not Fit All

by Foster, S. Thomas Jr.

It has been said that academia has lagged behind practice in the development of quality management methods and philosophies, yet academia has done a good job of propagating these concepts. Now academic research has developed two new concepts that will...


Feigenbaum's Enduring Influence

by Watson, Gregory

Armand V. Feigenbaum was one of the first engineers to recognize financial performance as an indicator of poor quality. Together with W. Edwards Deming and Joseph Juran, he established the intellectual framework for quality as a discipline worthy of...


Open Access

Lead To Succeed

by Prevette, Steven S.

It seems at times that the quality profession is not as valued as it once was. The solution is to offer a unique service the corporation and its managers are willing to pay for. To sell yourself and your product, people must notice that you are...


A Tribute To Phil Stein

by Pearson, Tom

ASQ and the metrology community lost a powerful champion and a wonderful friend with the passing of Philip G. Stein....


Open Access

Your Gateway to Quality Knowledge

by Nelsen, Dave

For the past decade, the Quality Information Center (QIC) at ASQ’s Milwaukee headquarters has collected and compiled material from quality professionals in academics, manufacturing and service to create a definitive quality body of knowledge....


Open Access

The Seven Deadly Sins of Quality Management

by Dew, John


Root cause analysis is the structured investigation of basic causal factors leading to quality failure. When the root cause resides in the fundamental values of an organization, eradication can be extremely challenging. Problems ascribed to...


Is Time Running Out for Quality?

by Wilbur, Jay H.

Fifty years ago W. Edwards Deming and other researchers recognized the benefits that can be gained by applying scientific methods to production-oriented business systems. Their methodology is broadly referred to as total quality management (TQM). The...


Education and the Future of Quality

by Sinn, John W.

As education goes, so goes quality, since the leadership derived from the educational process provides direction for the future. How ASQ can use student branches and other key resources more effectively to improve quality and education systems for the...


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...


Champions of Quality: The New Breed

by Phillips-Donaldson, Debbie

Joseph M. Juran notes that champions, or sponsors, leading specific improvement projects taken on by quality councils provide project teams direct access to a high level in the organization's hierarchy. Six Sigma has its own version of a Champion,...



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