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Standards Outlook: Revision Runway

by Cressionnie, L.L. "Buddy"

Revision activities on AS9100—Quality management systems—Requirements for aviation, space and defense organizations continue....


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

Will to Live

by Csikos, Brian

How one quality professional confronted a life-threatening diagnosis....


Open Access

One Good Idea: Standard of Living

by Ricker, David

Look to your life for ISO 9001 lessons....


Innovation Imperative: Innovation Toolbox

by Merrill, Peter

There is a core set of tools from which innovators can choose. Generally, innovators should select one primary tool and perhaps one secondary tool to use in each stage of the innovation process....


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....


Choose Wisely

by Sharma, Mohit

How to select the right metrics to ensure process improvement success....


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....


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....


3.4 per Million: The Best of Both Methods

by Breyfogle, Forrest W.

Many organizations have deployed both business process management and lean Six Sigma. The similarities and differences between these two methods could be illustrated using a Venn diagram, shown in Figure 1....


Expert Answers: December 2013

by Wagoner, Keith; Pylipow, Peter E.

Measuring customer experience ... SPC for low-volume assembly....


Open Access

Quality in the First Person: Be the Change

by Stepniowski, Jennifer

Applying the social responsibility standard to your life....


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

Volviendo a los Fundamentos: Esquema Piramidal

by Weeden, Marcia

Un marco estructural para crear procedimientos normalizados de trabajo más sólidos....


Open Access

At Your Service

by Schmidt, Megan

Servant leadership is a timeless concept that is especially relevant for quality organizations because of its relationship with continuous improvement. Organizations benefit from servant leadership because it creates more effective and innovative teams....


Open Access

5S Shakeup

by Casey, John

There are secrets about 5S that lean experts often overlook because nobody ever clued them in. Before revealing the secrets, however, there are a few questions to answer: What is 5S? Why is 5S important to implement?...


Open Access

Career Corner: The Gift of Growth

by ReVelle, Jack

For both mentors and mentees, mentorship is an invaluable experience....


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....


Reinventing Excellence

by Buckman, Jim; Buckman, Mary Beth

How Corning used quality to maintain its legacy of innovation for 160 years....


Innovation Imperative: Getting a Jump Start

by Merrill, Peter

In last year’s July issue of QP, I wrote about what a career in innovation might look like. In this column, I want to provide you with some ways to get there....


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)....


Open Access

Career Corner: Stake Your Ground

by Lindborg, Henry

Stakeholder analysis has become standard practice among quality practitioners....


The Power of Prediction

by Kruger, Gregory A.

Inconsistent supplier delivery can negatively impact an organization’s ability to serve its customers. Using quality and statistical methods can help predict demand and minimize the impact of supplier inconsistency....


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....


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

Know the Why

by Ramsay, Owen

One of the primary reasons improvement projects fail is a lack of alignment with an organization’s vision, mission, goals and objectives. In an attempt to avoid that issue, a government agency in Guyana deployed a multi-tool method for improvement....


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....


Open Access

Perspectives: The Unending Search

by Stuke, Kurt

Recently, Stephen K. Hacker wrote that “many of our organizations remain mired in their current states, frozen in old mindsets.”...


3.4 per Million: Box Paradox

by Carnell, Mike

Without any data to support this, I’m willing to wager that anyone who has been employed in a manufacturing or transactional environment for five years has either been directed to or heard someone direct others to “think outside the box.”...


Online Figures - Ramsay

by Ramsay, Owen

Year Verct( dys) # Rpts FinRpts InvTech #_ Staff 2003 296 31 13 1.00 216 2004 829 24 11 2.24 190 2005 309 22 12 1.65 210 2006 222 22 9 2.35 225 2007 171 17 5 3.58 247 Verct( dys) = verification of claims cycle time # rpts = number of reports for the boar...


Open Access

Career Corner: In Shape for Quality

by Conklin, Joseph D.

I first met A.H. when my personal growth shifted to a more horizontal direction. He has since gone solo, working as a self-employed personal trainer. When I learned he had gone solo, I wondered if his perspective on managing for quality had changed....


Standards Outlook: Corrective Action Challenge

by Reid, R. Dan

The purpose of corrective action is to prevent the recurrence of the problem. There are usually many actions that can be taken to address the problem, ranging from incremental changes to innovative solutions....


Open Access

Out in Front

by Schultz, John R.

“The job of management is not supervision, but leadership.” … “The aim of leadership should be to improve the performance of man and machine, to improve quality, to increase output, and to simultaneously bring pride of workmanship to people.”...


Get Them in the Game

by Walker, Carlotta S.

The key to developing a high-performance, quality-oriented workforce is maintaining a high level of employee engagement....


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 ...


Online Figure Volviendo a los Fundamentos

by Ayulo, Alberto

Acción POC Inicio Final Diagrama de espagueti y tiempo de proceso para desmontaje de A/ C Sr. Harrington Sr. Rowan 23 de enero 26 de enero C/ W X Diagrama de espagueti y tiempo de proceso para el proceso de TCI/ TCTO Sr. Harrington Sr. Rowan 23 de enero ...


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....


Open Access

Career Corner: Risky Reputation

by Lindborg, Henry J.

Formerly the work of marketers, an organization's image and reputation are integral to quality and risk-based management systems. They are everyone's business in sustaining corporate integrity, and they deserve the attention of quality professionals....


Open Access

Volviendo a los Fundamentos: Esfuerzo en Equipo

by Cascella, Victor

Los equipos de gestión de procesos desempeñan un papel vital al promover responsabilidad para procesos multifuncionales transversales, que estructuras tradicionales de gestión la organización basadas en modelos descentralizados silos luchan proporcionar....


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)....


Follow the Signs

by Palmer, Brien

Many change models have been proposed, but one stands out: the transtheoretical model, also known as the health behavior change model. The model originates from directly observing how people really did or didn’t change in response to urgent medical needs....


Open Access

Change Ability

by Hacker, Stephen K.

Building on the creative spirit of each individual joined with others is at the heart of transforming organizations so they don’t just weather forces of change, but also capitalize on the immense energy inherent in the surge....


Volviendo a los Fundamentos: Visión de Conjunto

by Bautista Smith, Janet

La competencia empresarial es una carrera sin fin con medidas multifacéticas de éxito. Un factor de éxito es la productividad: la proporción de valor añadido—tal como servicios prestados o productos elaborados—respecto al coste asociado....


Improving on Excellence

by Buckman, Jim; Buckman, Mary Beth

With the changing face of healthcare in the 1990s, the Mayo Clinic started to measure more thoroughly the results of its efforts to track quality. So it enlisted the help of the Juran Institute to begin a full-fledged quality improvement program....


Open Access

Learning to Fish

by Bullington, Kimball

The career excellence diagram, a modified version of the fishbone diagram, can be used to create desired results in career development by identifying causes that will ultimately lead to success....


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....


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?...


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

Career Corner: Waiting for the Phone to Ring?

by Westcott, Russell T.

Whether you're employed or unemployed, if you are waiting for the phone to ring or for an email to arrive inviting you to explore a new job opportunity, you are awaiting a miracle. And we all know how often a miracle occurs....


Make the Leap

by Harvey, Jean

Kaizen events, also called kaizen blitzes or workshops, are intensive drives by dedicated teams of workers to fix broken processes or design new ones. They are arguably the best change vehicles in the organizational change fleet....


On the Right Course

by Nejati, Mehran; Ghasemi, Sasan

In today's competitive business environment, organizations do not always limit their concerns to those of shareholders and customers....


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

One Size Fits All

by Krzykowski, Brett; Hankel, Amanda

There’s a reason why simple tools endure: They work, regardless of the situation. That’s a characteristic shared by the Baldrige Criteria for Performance Excellence....


Online Figure Baldrige

by QP Staff

com 1 Patient first pillars / online Figure 1 Quality of care Customer service Fiscal and operations Human resources Mission: To provide quality healthcare to all we serve. Values: Integrity, compassion, accountability, vision and excellence Vision: To ...


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....


Open Access

Perspectives: Theory of Evolution

by Gojanovic, Tony

Thumbing through W. Edward Deming’s timeless classic Out of the Crisis, it’s striking to see how the current economic crisis can be attributed to the factors he pointed out so many years ago as roadblocks to quality and productivity....


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....


Get on Board

by El Tigani, Omer Abdel Aziz

Although it is difficult to find a universally accepted definition of what it actually means, quality management is still the dream of every organization on the planet—or at least it should be....


3.4 per Million: Know What You Want

by Carnell, Mike

Having learned Six Sigma in the 1980s now creates an interesting box to live in today. Six Sigma was a strategy to achieve the corporate vision of total customer satisfaction....


3.4 per Million: Inputs Into Action

by Breyfogle, Forrest W.

A year ago, I wrote about the nine-step Integrated Enterprise Excellence (IEE) business management system and how it can be used to integrate voice of the customer (VOC) sources with other improvement efforts so an entire enterprise can benefit....


Lead On

by Liu, Shu; Ruegg, Stephen

In today's business environment, any organization that wishes to exceed customer expectations and stay competitive needs effective supplier management. Emotional intelligence plays an important role in dealing with suppliers....


How Do You Compare?

by Gupta, Pradeep; Nandiwada, Siva

Organizations often are unable to leverage benchmarking as a process to deliver excellence in business performance. This could be due to a lack of understanding of benchmarking as a process or lack of clarity on where it could add business value....


All Over the Map

by Merrill, Peter

Innovation can be rewarding, and it’s taking on greater importance worldwide. There’s no better proof of this than the recent World Economic Forum analysis of the innovative capability of countries from all parts of the globe....


Open Access

One Good Idea: On Purpose

by Port, Jonathan D.

When an organization has constancy of purpose with all members aligned with that purpose, productivity increases. A QMS that conforms to ISO 9001 can take advantage of requirements relating to constancy of purpose built into the standard....


Online Tables Olson

by Olson, Diane; Sinn, John W.

Globalization, as well as demands from people, business and technology, require organizations to deliver high-quality performance to remain competitive. Quality methods can allow alignment with rapidly changing and increasing customer expectations....


Open Access

Online Figures One Good Idea

by Port, Jonathan D.

Planning Execution Hierarchy Aim Quality manual Procedures Work instructions Forms Records Quality management system documentation pyramid / Online Figure 1 Transforming the document pyramid / Online Figure 2 Aim Quality manual Procedures Work instructio...


Standards Outlook: How Will You Manage

by Schnoll, Les

While the required skill sets of quality and regulatory professionals constantly change, and capability upgrades must be ongoing to ensure success, it was hard to predict that branching out into project management would be the next hurdle....


Open Access

Healthy Skepticism

by Grenuk, Julie

It’s important not to underestimate the intense, personal nature of change as each employee in the healthcare industry transitions from the familiar paper-driven world to an entirely electronic one....


The Secret to Sustainment

by Lindquist, Russell

Of all the problems and projects encountered by most continuous improvement professionals, the most challenging is making change last. In fact, sustaining change tends to be an afterthought for many....


Pushback Prevention

by Schultz, John R.

“Our quality program doesn’t seem to be working.” This statement, or a similar one, is frequently repeated by executives and managers who believe quality-focused projects are not meeting expectations. Such perceptions are often reinforced by published...


Get in Touch With Your Emotions

by Liu, Shu

Emotional intelligence is one of the key traits shared by organizations that succeed in a dynamic world characterized by innovative technology, a diversified workforce, easy access to information and economic globalization....


The First Step

by Gonnering, Russell S., M.D.

In his penetrating and perturbing 2009 New Yorker article, Atul Gawande explored the huge cost differential between care in McAllen, TX, and care at other spots in the country with similar demographics and medical sophistication. His conclusion was that...


Statistics Roundtable: Proper Blending

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

Since we proposed the idea and theory behind statistical engineering, we’re often asked: “Is it just another term for traditional applied statistics?” That’s a legitimate question....


Quality in the First Person: Not Turning a Blind Eye

by Tanweer, Imam

On Oct. 2, 2010, I took ASQ’s certified hazard analysis and critical control points (HACCP) auditor exam. I knew the results were e-mailed to candidates in about two weeks’ time, as this was not my first ASQ certification exam. In fact, it was my fifth....


Volviendo a los Fundamentos: Una Herramienta Para Todos

by Laman, Scott A.

El tablero de comando se utiliza para alinear las actividades comerciales de una organización a su estrategia y controlar el rendimiento organizacional versus los objetivos estratégicos. El tablero (scorecard) tradicionalmente contiene información...


Open Access

Back to Basics: A Tool for Anyone

by Laman, Scott A.

The balanced scorecard is used to align business activities to an organization’s strategy and monitor organizational performance versus strategic goals. The scorecard traditionally contains information related to four categories: learning and growth...


Climb to the Top

by QP Staff

Who said it’s lonely at the top? For only the second time since the Baldrige program began in 1988, seven organizations were recognized last year with the nation’s highest presidential honor for performance excellence—the Baldrige Award....


Open Access

Leveling the Playing Field

by Wawrzyniak, Linda

I would never have guessed I had something to offer professional athletes from a quality professional’s perspective. I was proven wrong, however, after a little experiment with a simple quality tool....


Open Access

Career Corner: The Missing Links

by Lindborg, Henry J.

The Baldrige Criteria for Performance Excellence presents an ideal pattern of values to which quality professionals can aspire. Tracking its development throughout close to a quarter century reveals shifts in the quality community’s thinking...


On the Clock

by Watson, Robert Q.; Leeson, Ken

Whatever the business, customers expect timely and efficient service. They expect their phone calls to be answered in two or fewer rings. They loath waiting in long lines and want transactions handled as quickly as possible....


If You Build It, They Will Come

by Levett, James M.; Andringa, Dale J.; Roberts, Peter W.

After decades of rising healthcare costs and individual stakeholder initiatives to cut expenses, annual medical cost trends continue to outpace all other employer economic indicators. The current economic crisis and federal healthcare reform discussions...


Open Access

Career Corner: Call a SPADE a SPADE

by ReVelle, Jack B.

When you think about your career, what do you do? Do you just sort of mull it over and maybe write down a note or two? Or do you start by writing down what you want out of your professional life (your long-term objectives) and then consider what...


Loud and Clear

by Aquino, Glynis; Nichols, Michael D.; Houry, Karim

An company's use of metrics to drive and measure success can help it maintain a leadership position in its industry. A commitment to applying performance management tools has increased efficiencies, reduced cost and improved customer satisfaction scores....


Expert Answers: February 2011

by QP Staff

Knowing what to document ... prediction vs. tolerance ... Breaking down ANOVA....


Doomed to Fail

by Caffrey, Noel G.; Medina, Candace G.

Ben looked around his new office, happy to still have a job but apprehensive about his new position. He had just been reassigned after his boss’s boss, the CEO, decided the continuous improvement initiative he had been leading was just not working out....


Shining on the World Stage

by Harding, Paul

With nearly 30 billion people turning their eyes to South Africa during the 2010 FIFA World Cup, the South African Quality Institute (SAQI) took steps to help ensure those eyes would see the best South Africa had to offer....


Open Access

Tip of the Iceberg

by Ellifson, Valerie

HEALTHCARE PROVIDERS KNOW it’s not enough to treat a patients’ conditions and send them on their way. Often, the patient’s condition and symptoms are simply the tip of the iceberg. Many other factors—including human behaviors and societal conditions...


Open Access

Online Figures Ellifson

by Ellifson, Valerie

Customer relationship management model / ONLINE FIgurE 1 Evaluation and improvement Strategic planning process ( SPP) step 1: Review customer inputs and analyze processes to refine feedback mechanisms, customer relationship strategies, and action plans (...


On the Map

by Boudreaux, Miriam

Process mapping is an essential technique for identifying all the processes that take place in an organization, as well as their interrelation. This visual tool makes it easy to understand the sequence in which these processes take place....


Open Access

Career Corner: Curbing Career Fears

by Lindborg, Henry J.

Books on careers usually contain some advice on strategic thinking. They counsel getting the big picture, sometimes by applying the tools and techniques of business planning. This can be done, for example, by conducting a strengths, weaknesses...


Open Access

Online Sidebars: Keeping Current: October 2010

by QP Staff

In addition, BS 5750 and Z2999, similar series of quality assurance standards, were published in the U.K. and Canada and the quality management system (QMS) standard ANSI-ASQ Z1.15 was published in the United States. Eventually, the ISO 9000 series had bo...


Dealing With Disconnect

by Conklin, Joseph D., Mazu, Michael J.

"Tips" was retiring. He was smiling, and with good reason. I was not, and with equally good reason. As the company’s senior auditor, his leaving meant things would never quite be the same....


No-Hanging Fruit

by Conklin, Joseph D., Mazu, Michael J.

I first met the “no-hanging fruit” problem back in the day when ultrasonic impulse meters (like some quality problems now) were as big as a bread box—or bigger....


More Than Words

by Conklin, Joseph D., Mazu, Michael J.

Mr. Lenz, the CEO of Acme Film was very excited—and contagiously so. “My whole career,” he exclaimed, “has been a rehearsal for this one big moment. The company and my work are riding on whether 3-D photos succeed!”...


Open Access

Jersey Score

by Krzykowski, Brett

For most, it takes years to reach a point at which an organization can expect to be seriously considered for the Baldrige award. But that didn’t deter New Jersey-based healthcare provider AtlantiCare, one of five award recipients for 2009....


Proof Positive

by Tiwari, Anshuman; Nandiwada, Siva

Implementing change is challenging. Implementing change while driving growth and profitability is even more difficult. But when growth and profitability are at a premium, the need to accelerate positive change becomes even more critical....


On the Plus Side

by Edmund, Mark

Without a doubt, quality at Honeywell Federal Manufacturing & Technologies (FM&T) is built in, not bolted on. Given the sensitive and serious nature of FM&T’s business, there can be no other way....


Time to Align

by Pietenpol, David

Culture drives leadership behavior and expectations. It can knock down barriers to prosperity or create obstacles that threaten future success. It defines whether an organization embraces or resists change....



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