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The Service Quality Platform

by Swersey, Arthur J.

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


Open Access

Standard Wise

by Combs, Oscar

View ISO 9001 as more than a QMS standard to lift business performance to new heights....


Open Access

Measuring Up

by Hankel, Amanda

What is, and what does it mean to your organization and your industry? What does continuous improvement mean for your country, region and community, now and in the future? These are questions that, until recently, hadn’t been answered on a global level....


Open Access

Apples to Oranges?

by Surak, John G.;

Consumers around the world demand safe food. Through the years, retailers and food companies have pushed their suppliers to have food safety systems and improve on them. The drive started with suppliers being required to have third-party good GMP audits....


Salary Survey 2012: Part 1, Section 12: Salary by Industry

by Hansen, Max Christian

Transportation and aerospace products 12.8 80,965 24.7 79,706 other products 5.3 78,625 4.7 78,111 Service sector 28.5% $ 90,449 42.8 $ 93,453 Construction services 5.4 90,114 7.0% 85,600 Consulting and other professional, scientific and technical servic...


Healthy Returns

by Kennedy, Denise; Caselli, Richard J.; Berry, Leonard L.

The future of any enterprise depends on the quality of its customer service. All organizations—even those manufacturing products—are service organizations because all create value for customers by performing services....


3.4 per Million: After the Low-Hanging Fruit

by Mader, Douglas P.

There are four major approaches for organization-wide improvement efforts that fall under the label “lean Six Sigma,” as evidenced by current practices at many industrial organizations, service organizations and consulting firms....


The Remedy for a Data Dilemma

by O'Brien, Colleen; Jennings, Sue

In 1994, Bellin Health volunteered for a pilot assessment managed jointly by the Baldrige National Quality Program and the Joint Commission. This assessment helped Bellin focus on developing an integrated measurement system....


Lean Six Sigma's Evolution

by Mader, Doug

When Motorola rolled out its initial Six Sigma system in 1987, there were no Green Belts, Black Belts, Master Black Belts, Champions or any of the infrastructure or focused training we have come to associate with modern practices in Six Sigma....


Open Access

One Good Idea: Process Optimization for Service Organizations Isn't Rocket Science

by Scott, John

The following is intended for service industry people who are mostly clueless about quality improvement. (You manufacturing people can skip the page because you already get this, right?)...


A Recipe for Safe Food: ISO 22000 and HACCP

by Surak, John G.

Although food safety experts maintain that the U.S. food supply is one of the safest in the world, three recent food recalls raise the question of how food supplies can remain safe in a global environment. Hazard Analysis and Critical Control Point...


Open Access

Lean Lessons: In the Office: Where Lean and Six Sigma Converge

by Locher, Drew

When focused on the reduction in process variability, Lean Six Sigma efforts can improve the predictability of the office environment and improve the flow of information....


Open Access

From One-Man Show to Baldrige Recipient

by Daniels, Susan

Mesa Products Inc., which manufactures and installs cathodic protection systems for underground piping and other metal structures, was the recipient of the Malcolm Baldrige National Quality award in the small business category in 2006. Mesa’s quality...


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...


Quality in the First Person: 5S for Families

by Filipusic, Davorka

Many articles have been written about 5S programs and their applications in the business environment. When I started, it didn't occur to me that these principles would one day have such a significant impact on my personal life....


Open Access

Internal Customer Service: Has It Improved?

by Seibert, Jerry; Lingle, John

A recent survey of organizations conducted by the Metrus Group shows a dramatic improvement in internal customer service (ICS) since a similar survey conducted in 1993. Respondents to the survey believe that high levels of ICS are important to their...


Deliver Great Service By Listening and Adapting

by Goodman, John; Collier, Crystal D.

The customer service systems of most companies worldwide are seldom adaptable enough to handle diverse situations. To avoid giving customers the impression that their contacts are a waste of time, an organization must have an actionable voice of the...


Standards Outlook: New Version of TL 9000 Released

by Liebesman, Sandford; Walz, John

The global telecommunications industry, an important part of the global economy, will reach $1.3 trillion in revenues by the close of 2007....


Standards Outlook: Standards and the Knowledge Age

by West, John E. "Jack"

Things are moving so fast these days that some are questioning the long-term viability of standards, particularly management systems standards (MSSs)....


Using a FMEA in a Service Setting

by McCain, Cecelia

ISO 9001 requires organizations to take preventative action to avoid the occurrence and reoccurrence of nonconformities. A failure mode and effects analysis (FMEA) is a tool that allows users to predict potential for failure and plan for control through...


Open Access

Annual Quality Awards

by Funk, Valerie

The Annual Quality Awards Listing is a guide to automotive, government, international, national, and state quality related awards. The list is organized by type, the award's name and sponsor, criteria, contact information, and notes. To be included in...


Promoting Quality In Your Organization

by Okes, Duke

A 2004 survey of industry executives showed that while nearly all agreed that quality favorably influences profits, few had actually used quality methods. Quality professionals can play a significant role in supporting performance management initiatives...


Open Access

Lean Lessons: Building Blocks

by Alukal, George

Is your organization wasting its valuable resources? Waste can directly impact your organization’s costs, quality and delivery, and may lead to excess inventory, unnecessary movement, unintentional waiting time, untapped......


Open Access

Lean Lessons: All About Lean

by Alukal, George

Lately, lean has been receiving a lot of attention from quality professionals, management and the media. After getting its start in manufacturing, it has now migrated to nonshop floor activities in sales, customer service, accounting, HR......


How Do You Begin?

by McCain, Cecelia

So, how did I begin in quality? I began knowing basically nothing about it and evolved my knowledge over 13 years....


Calibration: Why It's Important

by Payne, Graeme

In my July 2005 installment in this series of articles on calibration, I talked about the trilogy of fast service, high quality and low price....


Does Six Sigma Work in Service Industries?

by Patton, Fred

Service and manufacturing organizations have much to learn from one another when it comes to serving customers. While in manufacturing the focus on product quality distracts employees from customer service quality requirements, in the service sector the...


What's Wrong With Six Sigma?

by Goodman, John; Theuerkauf, Jon

Many organizations experience disappointment with the results of their Six Sigma deployment efforts. This is because they may be applying Six Sigma on too grand a scale, when, in fact, its tools may be used separately or combined with other techniques....


Open Access

Annual Quality Awards Listing

by Funk, Valerie, Compiler

The annual Quality Awards guide to automotive, government, international, national, and state quality awards lists the type of award, award name and sponsor, criteria, contact information, and notes. To be listed, awards must be quality related, must...


Open Access

At Your Service

by Daniels, Susan

"Boeing Aerospace Support (AS) and Caterpillar Financial Services Corp. (CFSC), 2003 winners of Malcolm Baldrige National Quality Awards in the service industry, have proven once again that quality pays rather than costs. As Baldrige award applicants,...


Open Access

Corporate Social Responsibility

by Leonard, Denis; McAdam, Rodney

Corporate scandals such as those involving Enron and WorldCom may finally be awakening corporate America to its social responsibilities. Such scandals are creating concern about business ethics and governance....


Open Access

The Message Is Clear

by Hopen, Deborah

This abstract is based on the ]In 2002, the CGISS division of Motorola won the Baldrige award in the manufacturing category. Through strict process improvement measures, the division was able to increase its direct customer loyalty, customer...


Column: Frontiers of Quality: DFSS and Your Current Design Process

by Mader, Douglas P.

Design for Six Sigma (DFSS) is not intended to replace an organization's current design process. Instead, DFSS methodology should be used as a framework at the macro level for deliverables and performance criteria for the design process already in...


Quality and Economics: Five Key Issues

by Brust, Peter J.; Gryna, Frank M.

Insufficient attention has been paid to the importance of quality as a factor in determining the state of the economy, yet improvements in product quality can be a catalyst in the betterment of national economies and the lives of people. Five economic...


Open Access

Reduce Human Error

by Rooney, James J.; Vanden Heuvel, Lee N.; Lorenzo, Donald K.


Human error is most often determined to be the cause of events leading to death or serious injury at healthcare facilities. When the responsible person is coached, disciplined, or perhaps even fired, managers and team leaders feel fairly confident...


Open Access

Annual Quality Awards Listing

by Johnson, Corinne N.


Quality Progress' Quality Awards Listing is a guide to automotive, government, international, national, regional, and state quality related awards and awards programs. Awards listed must be quality related, eligibility cannot be limited to members...


Open Access

ISO 9001 and 9004: A Framework for Disaster Preparedness

by Kolka, James W.


The terrorist attacks of September 11 forced many to examine their personal and professional preparedness for catastrophe. Those businesses that were able to pull their employees, equipment, and data together after the tragedies had highly...


Open Access

Column: World View: Quality Movement Continues Growth in Brazil

by Miguel, Paulo A. Cauchick

Future expansion expected in small organizations and nonindustrial sector

Since the 1980s, Brazil has gone through profound social, economic and political change. To meet product and service quality demands and to compete globally, both private and public sector Brazilian companies had to make quality a top priority. ISO 9000...


Column: Standards Outlook: Automotive Quality Management System Evolves

by Reid, R. Dan

ISO Technical Specification (TS) 16949, based on ISO 9000, is an international fundamental quality management system specification for the automotive industry. The author looks at the second edition's significant changes from...


Open Access

Become a Baldrige Examiner

by Hoisington, Steve

The Malcolm Baldrige National Quality Award (MBNQA), created by Congress in 1987 as a national initiative to help industry and service organizations improve performance and become more efficient and competitive, is administered by the Baldrige National...


A Road Map to Six Sigma Quality

by Gross, John M.

Many business executives interested in trying Six Sigma Breakthrough Strategies fail to realize that to be successful Six Sigma programs must become cultural revolutions that involve every member of the organization. What is needed is a road map that...


Annual Quality Awards Listing

by Johnson, Corinne N., Compiler

The annual resource guide is provided for automotive, government, international, national, regional, and state quality related awards and award programs. Awards are organized by type, the award's name and sponsor, criteria, contact information, and...


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...


Quality Awards Listing

by Hagen, Mark R.

The list includes national, international, state and regional quality awards and award programs and industry-specific quality awards programs. The listed awards are related to the practice of quality, do not limit eligibility to members of the...


Service Organizations Increasingly Adopt Baldrige Model

by Blodgett, Nancy

Both continuous improvement and marketing benefits

Service-based organizations, such as schools, hospitals and government agencies, are adopting the Malcolm Baldrige National Quality Award (MBNQA) criteria model of high performance for many reasons: to gain a competitive advantage, enhance their image, im...


Quality in Nonprofits: No Longer Uncharted Territory

by Oosterhoff, Renee

Anixter Center is a nonprofit human-service organization that has experienced the 11 challenges faced by nonprofits. As a large rehabilitation agency serving people with disabilities through more than fifty programs, Anixter Center received a...


Complacency - the Enemy of Quality

by Hagen, Mark R.

Continuous improvement is necessary even for the best of organizations. Interviews by ASQ and Quality Progress demonstrate how three successful companies do not give into complacency. Manpower Inc. is the leader in the staffing services industry. To...


Quality System Harmonization for Clinical Laboratories

by White, William I.

Clinical laboratories would benefit from a rewriting of CLIA (Clinical Laboratory Improvement Amendments of 1988) regulations into a better fit with the ISO 9000 structure. Differences between CLIA and ISO structure include CLIA's inclusion of seven...


Use Customer Input for Improvement and Corrective Action Plans

by Spehar, Deb

Satisfaction measures improve quality and help meet ISO 9000 requirements

Since Kenmar's product is the development and management of service, customer assessment can be subjective; however, the organization believed customer satisfaction would be the best measure of the quality of its performance. To obtain satisfaction data a...


Profiting from Quality in the Service Arena

by ASQ Quality Costs Committee

Analyzing the cost impact of internal and external failures is an excellent foundation for cost-of-quality measurement in the service sector. Costs have a different profile in services than in manufacturing, most noticeably in total labor costs, which...


Applying QFD to Internal Service System Design

by Natarajan, R. Nat; Martz, Ralph E.; Kurosaka, Kyosuke

Listening to the voice of the internal customer leads to the meeting of customer needs. A QFD (quality function deployment) project at the RRC (Research Resources Center) of the Tennessee Technological University College of Business Administration...


Measuring People and Performance: Closing the Gaps

by Morgan, Brian S.; Schiemann, William A.

Quality Progress and Metrus Group surveyed a sample of ASQ members about people metrics and management at their companies. Findings from more than 800 respondents indicate that even though people measures are used in many companies, only about 30% of...


A Practical Approach to Service-Supplier Certification

by Brown, John O.

Definition and measurement are key elements toward certification of service suppliers. Service organizations are characterized by the intangibility and heterogeneity of their services as well as by the link between consumption and production of a given...


Improving the Quality of Family Life

by Cook, Laura L.; Cook, Jack S.

Quality principles and tools have helped the parents and children in this family. Even though families differ from business organizations in how individuals become members and in the nature of leadership, many quality concepts are applicable to both...


What a Wonderful World It Could Be

by Schulz, Dan

A community quality council (CQC) brings the principles of total quality management (TQM) into daily community life. It is a forum through which all elements of the community can use TQM principles to maintain leadership, create a vision, establish a...


Communities as Systems

by Scholtes, Peter R.

Community improvement requires systems thinking. W. Edwards Deming urged leaders of Japan and the former Soviet Union to think of their countries as systems. Americans also should think of their communities as systems. For example, a systemic...


Open Access

Measuring for Excellence

by Struebing, Laura

Measurement is a key to continuous improvement at four winners of the Malcolm Baldrige National Quality Award. Federal Express Corp. systematically collects large amounts of data for immediate and potential use. Its customer satisfaction measures...


Another Look at "A Graphical Exploration of SPC"

by Hoyer, Robert W.; Ellis, Wayne C.

The authors of "A Graphical Exploration of SPC" (May and June 1996 issues of Quality Progress) comment on readers' letters about their two-part article. Among the responses by Hoyer and Ellis are the following. Their examples using the normal...


A Nation Reconstructed

by Hart, Roger D.; Cooley, Sheryl L.

Rebuilding America's cities requires a quality system supported by quality champions and cross-functional teams. It will take a root cause analysis that acknowledges the American people and the U.S. Constitution as vital elements in the rebuilding....


A Look at the Past to Predict the Future

by Gershon, Mark

From the industrial revolution to the era of total quality management (TQM) and beyond, the quality profession continues to evolve. The quality function developed out of the industrial revolution and scientific management either because of natural...


Quality, the Future, and You

by Luther, David B.

The American Society for Quality Control (ASQC) Futures Team recommends that now is the time for ASQC, quality professionals, and all organizations to prepare for rapid change. The 17-person team identified nine key forces and developed four scenarios...


Quality, Innovation, and Spontaneous Democracy

by Joiner, Brian L.

Attention to latent needs, creation of attractive new products, innovation, and spontaneous initiatives are keys to the ongoing quality revolution. In the first two stages of the quality revolution, inspection and process improvement had been...


Math Programming's Potential to Aid TQM Implementation

by Lawrence, John J.

Communication, problem solving, and employee morale can benefit from mathematical programming techniques. Improvements in these three behavioral areas support total quality management (TQM). This is a bonus of math programming, the usual function of...


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...


Open Access

Quality Management Benchmark Assessment

by Russell, J. P.

A series of task-oriented checklists with 253 requirements enable a firm to compare itself and its suppliers to the Malcolm Baldrige National Quality Award criteria and to the Q9000 standards of ANSI/ASQC (American National Standards Institute /...


People: The Imperfect Communicators

by Scully, John P.

Employees should have free and ready access to the information their jobs require. However, people and their organization can be barriers to this communication. Employees need information about: the values of their organization; the needs and...


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...


Finding and Implementing Best Practices in Higher Education

by Fram, Eugene H.; Camp, Robert C.

Benchmarking of course content is a method for improving the quality of higher education. A survey of 26 business school administrators suggests that the practice is rare. Educators feel that a multitude of variables makes it difficult if not...


Preparing the Front Line

by Jeffrey, Jaclyn R.

Companies that value customer service make it a part of the organizational culture. In particular, customer service employees are the target of a three-part strategy of hiring, development, and motivation. These are the findings of a survey of five...


What's Up Down Under?

by Orsini, Joseph L.

Queensland, Australia requires ISO (International Standards Organization) 9000 registration for its suppliers. The requirement includes manufacturers, construction firms, and service organizations. The purpose of the requirement is to encourage...


Open Access

When Murphy Speaks--Listen

by Box, George

When he reported the loss at the airline's lost baggage claim, the clerk said, " Ohyes, you were on that flight where you have to change planes in St. Louis. People are always losing luggage on that connection because the time between planes is. Such se...



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