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The Power of Dynamic Illustrations

by Levin, Wayne J.

As more organizations embrace statistical methods and thinking, a useful new tool can help quality professionals and their students meet the challenges of learning statistical methods. Dynamic illustrations are software applications that combine...


Column: Measure for Measure: Measuring the Internet

by Stein, Philip

Properly analyzing good data can help you improve your Web site

The author discusses problems, possible solutions, and some tools in measuring the use of specific Internet web pages....


21 Voices for the 21st Century

The interplay of quality, e-quality, and equality in the comments of 21 individuals provide a preview of the future of quality in the new century. The editors of Quality Progress, with input from many sources, have selected 21 original thinkers...


Quality in Commercial Food Processing

by Surak, John G.

Functions of food processing include improvement of taste, reduction in ingredient variation effects, and the inhibition or prevention of deterioration and hazards. The food processing industry in America serves the biological, psychological and social...


Putting Quality in Knowledge Management

by Wilson, Larry Todd; Asay, Diane

Rapid access to expertise within an organization is a purpose of knowledge management. Quality professionals have critical leadership and educational roles in the harvesting of that knowledge and in the management of corporate memory. Knowledge is...


Digital Hammers and Electronic Nails - Tools of the Next Generation

by Watson, Gregory H.

In the knowledge age, quality professionals and their organizations must welcome the change that is driven by technological innovations. Successful organizations in this era will be customer focused, process controlled, quality engineered, results...


How Technology Enhances the Quality of Student-Centered Learning

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

Properly used technology enables teachers in higher education to move from the traditional paradigm of teaching as a transfer of knowledge into passive students to the new paradigm of student-centered learning and continuous improvement for faculty....


Intelligence Everywhere: How Technology Can Enlighten and Empower

by Daughtrey, Taz

Automation linked with human insight enhances quality deployment. Information technology and quality are means to pursuing organizational goals. They support evolution of the workplace toward the ideal of a paperless environment in which wisdom and...


Quality in the Age of the Networked Society

by Chandler, Kurt

At Forum '97, the 13th year of this national quality improvement symposium, participants and speakers examined the future of information technology. A basic conclusion was that change pervades the workplace, and new rules and new techniques like...


TI Has Eye on Alignment

by Stratton, Brad

Business excellence through total quality at Texas Instruments (TI) is the product of organizational strengths that include: customer focus, supplier relationships, teams, and policy deployment. Interviews with president and chief executive officer...


Open Access

Motorola Brings Fairy Tales to Life

by Klaus, Leigh Ann

Celebration, motivation, empowerment, and dollar savings are keys to Motorola's worldwide Total Customer Satisfaction (TCS) competition. Held annually for the past seven years, it has built on the firm's 1988 Malcolm Baldrige National Quality Award....


A New Way to Listen to the Customer

by Finch, Byron J.

The Internet is a source of customer feedback, especially in the conversations in Usenet newsgroups and mailing lists. World Wide Web pages might also be useful, as when individuals use their pages to describe sport and hobby interests. To find...


Mitsubishi Seeks to Create a Model U.S. Workplace

by Martin, Lynn

Change in the work environment at the Normal, IL site of Mitsubishi Motor Manufacturing of America Inc. (MMMA) is being structured by 34 recommendations from former U.S. Labor Secretary Lynn Martin and her task force. The Martin analysis grew out of...


What to Do When All of Your Company's Experts Have Been Downsized

by Brown, John O.

External consultants become ever more important to organizations that lose internal specialists to downsizing. Early steps in the consultant selection process include solving internal trust problems and defining needs. The needs may be expressed as...


Four More Years of Reinventing Government

by Stratton, Brad

The National Performance Review (NPR) introduced by President Bill Clinton and Vice President Al Gore in March 1993 will continue to reinvent government. An interview with Director Bob Stone indicated that NPR has helped transform the Federal Emergency...


A New Twist to a Quality Classic

by Sackmary, Michael

Using the World Wide Web (WWW) to track customer returns helps both customers and employees. At one company, it took three weeks to set up the WWW project for hardware/software product returns. First, they identified system requirements, including the...


Open Access

How Did They Do That?

by Bemowski, Karen

The winners of the 1996 Malcolm Baldrige National Quality Award were celebrated by President Bill Clinton and others at the annual Baldrige Award ceremony. ADAC Laboratories has tripled its revenue between 1990 and 1996, while customer retention has...


Presidential Candidates Tackle Today's Quality Issues

by Stratton, Brad

President Bill Clinton and Senator Bob Dole respond to questions on five quality issues. On health care, Clinton cites the Health Insurance Reform Act; his support for Medicare, Medicaid, and the Women, Infants, and Children Program; research funding...


Quality and Its Environment in 2010

by ASQC Futures Team

Four scenarios of the year 2010 have been developed by the American Society for Quality Control Futures Team. First, the global reality scenario is one of worldwide wealth and technological revolution. The information society of 2010 is surrounded by...


Trends and Key Forces Shaping the Future of Quality

by Dighe, Atul; Bezold, Clement

The American Society for Quality Control Futures Team and Alternative Futures Associates identified nine key forces for the 1995-2010 era. Globilization may lead to demands for multicultural quality training and assistance for countries like China and...


Open Access

The Journey Might Wander a Bit. . .

by Bemowski, Karen

As winners of the 1995 Malcolm Baldrige National Quality Award (MBNQA), Armstrong World Industries' Building Products Operations (BPO) and Corning's Telecommunications Products Division (TPD) have much in common. Both have adopted quality principles...


Making the Big U-Turn

by National Performance Review staff

Listening to customers is part of the revolution in how the U.S. government does business. This reinventing of government has been overseen by the National Performance Review, which in 1995 published the customer service standards of 214 federal...


Behind the Stars and Stripes: Quality in the USA

by Hilary, Rachel

Standards evolution in the U.S. is viewed from the United Kingdom (U.K.). The American Society for Quality Control established the Registrar Accreditation Board (RAB), which has registered 3,600 auditors and accredited 30 registrars. To simplify the...


Renewing American Civilization, Pillar Five: Quality as Defined by Deming

by Gingrich, Newt

Empowerment is a key to societal quality. W. Edwards Deming has encouraged this by codifying the decency, hard work, integrity, and sincerity found in America. Other communicators who have increased the awareness of quality include Philip B. Crosby,...


Open Access

The Continuing Quest for Excellence

by Frank, Cap

Malcolm Baldrige National Quality Award (MBNQA) winners at the 1995 Quest for Excellence Conference shared their learning experiences. Representatives from the 1994 MBNQA recipients -- AT&T Consumer Communications Services, GTE Directories Corporation,...


Open Access

Mixing Mediums Is the Message

by Rubach, Laura; Stratton, Brad

Effective communication within an organization relies on face-to-face interactions and a variety of techniques that match organizational needs. The overriding need is to provide useful information to employees. So it is in Malcolm Baldrige National...


To Boldly Go Where So Many Have Gone Before

by Bemowski, Karen

Saturn Corporation focuses on selling the company instead of its car and satisfying its customers. This strategy has been crucial when many competitors go after the same customers. To sell its company, Saturn's advertisements emphasize the pride and...


Cyberquality: Quality Resources on the Internet

by Clauson, Jim

Online discussion lists, information sites, and news groups have information on quality topics. Discussion lists that cover quality topics include these forums: TQM-L (for discussions of total quality management in higher education); QUALITY (quality...



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