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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....


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 Next Chapter?

by Reidenbach, R. Eric

A new version of Six Sigma shifts focus from reducing defects and cutting costs to growing an organization’s market share by identifying targeted products and markets and creating customer value....


Driven to Succeed

by Bullington, Kimball

Strategic planning is an important element in quality management, as evidenced by the Malcolm Baldrige National Quality Award criteria. A strategic plan is the aim of an organization that helps to reduce variation related to possible strategic outcomes....


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...


Lean Glossary

by Rooney, Steven A.; Rooney, James J.

A glossary defines terms commonly associated with lean...


Simple Quality for Smaller Organizations

by Townsend, Pat; Gebhardt, Joan

Involving everyone in an organization in a sustainable quality process requires that management understand that the process is both simple and difficult. Paul Revere Insurance Group and UICI Insurance Company each began their quality efforts with the...


Peter F. Drucker: Delivering Value to Customers

by Watson, Gregory H.

Before Peter F. Drucker published his seminal book defining management as a formal discipline, there was no coherent body of knowledge addressing management issues. Drucker rejects the commonly held belief that the purpose of business is to make a...


Resolving The Process Paradox: A strategy for launching meaningful process improvement

by Gardner, Robert A.

Continuous Process Improvement (CPI) is critical to business strategy. To improve its value creating abilities, organizations must continuously improve their value creating processes. Before implementing process improvement, organizations should...


Reliability Sample Testing - A Case History

by Scovronek, Jay

It is difficult to convince management that reliability testing is a worthwhile investment, so when an effort makes an obvious impact on net profits, it's wise to let management hear about it. A case history follows steps the Burroughs Corporation's...


Managing Customer Value

by Saliba, Michael T.; Fisher, Caroline M.

In order to manage organizations toward value, a definition of customer value is needed. No clear framework for thinking about customer value or for constructing a definition has yet been developed, however. A useful way to conceptualize customer...


Open Access

Too Many Types of Quality Problems

by Smith, Gerald F.

Categorizing problem types can help practitioners in the quality field to focus their attention on relevant past experiences and problem solving techniques. This approach requires the definition of appropriate problem categories and communicating them...


Customer-Value Analysis Helps Hone Strategy

by Stahl, Michael J.; Barnes, William K.; Gardial, Sarah F.; Parr, William C.; Woodruff, Robert B.

Customer-value models include the customer-value hierarchy and the net present value of customers (NPVC). These illustrate the importance of high customer value to targeting long term, sustainable, and loyal customers, who help increase profitability...


It's Time for Quality

by Feather, John J.

Reengineering of the individual medical underwriting unit at Time Insurance Company involved teamwork and the redesign of key business processes. A reengineering team consisting of two consultants and nine Time employees led the way through this...



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