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Onward and Upward

by Thomas, Donna

Operational excellence has been a long-time focus for Xerox, the international document management corporation. Before joining Xerox, Affiliated Computer Services shared that same focus....


Open Access

Innovation Imperative: Embracing Change

by Merrill, Peter

The revised ISO 9001 provides some great opportunities for innovators, but you must look carefully for those opportunities....


Expert Answers: September 2014

by QP Staff

Leadership, culture and quality ... Traceability in calibration validation...


Open Access

Brought Into Focus

by Liebesman, Sandford

For the first time, the word “risk” is being incorporated into the new version of ISO 9001. Using risk-based thinking and tools such as risk analysis and risk control matrixes can enhance an organization’s risk management approach...


Open Access

Clues About Culture

by Hankel, Amanda

When it comes to building a culture of quality, each organization must develop its own approach. It can be helpful, however, to learn what other organizations around the world are doing and to see how your organization compares....


Open Access

Standards Outlook: Managing the System

by West, John E. “Jack”; Cianfrani, Charles A.

There is an apparent difference in focus in the ISO 9001:2015 draft international standard. Clause 4 of the draft introduces what seems to be a new concept, “context of the organization.”...


Journey to Excellence

by Bailey, Dawn Marie

Baldrige executive fellows embarked on capstone projects to address challenges within their organizations. They integrated feedback from other executive fellows and Baldrige award recipients, and applied the Baldrige criteria to find a solution....


Open Access

The Ripple Effect

by Schmidt, Megan

The 2013 Malcolm Baldrige National Quality Award recipients said their use of the Baldrige Criteria for Performance Excellence was their catalyst for achieving strategic goals and higher levels of quality....


Who Do You Trust?

by Hacker, Stephen K.

The world has been changing since the beginning, but many people don’t grasp that change is accelerating....


Open Access

One Good Idea: Steer Your Career

by Goffnett, Sean

An individual development plan (IDP) focuses on developing a quality talent pool by allowing each individual to create a systematic strategy to improve skills and overall performance....


Open Access

Quality in the First Person: Return to Roots

by Glover, Mike

Exposed to the manufacturing industry at a young age, the author reflects on career exploration and his eventual role in quality at his family's business....


Open Access

Making Connections

by Brown, Marshall

Whether you’re searching for a job or not, building a network of professional connections is important for career development....


Standards Outlook: Revision Runway

by Cressionnie, L.L. "Buddy"

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


Innovation Imperative: Making Choices

by Merrill, Peter

When you think about how to steer your career, it’s important not to steer too hard. Life presents many opportunities, and if you are trying to force your way through, you will miss the opportunities that come your way....


3.4 per Million: Conducting FMEAs for Results

by Kubiak, T.M.

Today’s world is fraught with risk. A failure mode and effects analysis (FMEA) is a prevention-based, risk management tool. Its real value is reflected in its use as a long-term, living document....


Expert Answers: May 2014

by QP Staff

Starting a career in quality ... Testing traceability...


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

Career Corner: Knowledge at Work

by Christopher, Rosemarie

There are numerous ways that knowledge workers can apply influential leadership principles and practices in their work to create stronger collaboration and better quality....


Open Access

A Place to Call Home

by Leonard, Denis; Zajicek, Gary

Builder leverages quality toolbox, culture to construct house for "Extreme Makeover" TV show....


Open Access

Career Corner: Serve and Learn

by Lindborg, Henry J.

Board membership is a meaningful way to grow....


Open Access

A Step Forward

by Hampton, Debra M. Hay;

The committee draft of ISO 9001:2015 is significantly different from ISO 9001:2008, and includes new terms and clause structure. It also focuses on reducing risk and applying the process approach....


Standards Outlook: Into the Future

by Reid, R. Dan

During the past 30 years or so, there has been a lot of content in this column and in QP dealing with management system standards (MSS). Well, get ready. ISO MSSs as you know them are about to change, starting as soon as next year....


Open Access

Learning From Experience

by Behling, David

Seven thought leaders offer their take on lean’s impact, opportunities and challenges....


Open Access

Standards Outlook: Change Ahead

by West, John E. “Jack”; Hunt, Lorri; Cianfrani, Charles

The revision of ISO 9001:2008 brings opportunities and challenges....


Open Access

A Pathway for Patients

by Dean, Mark L.

The clear success of lean in other sectors has stimulated its adoption in healthcare. Reaping its benefits are a growing number of progressive healthcare organizations, including the Mayo Clinic, ThedaCare, Jewish Hospital and Virginia Mason....


Hoist Help

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....


3.4 per Million: The ‘Initiative’ Olympic Games

by Carnell, Mike

It seems that the business world has experienced a fairly rapid transition in focus to “innovation” as the next initiative or the next big thing. Meanwhile, leadership teams wander the vast Serengeti Plain of performance improvement....


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....


Back in Service

by Chakravorty, Satya S.

Machines have evolved from prehistoric tools to sophisticated 21st century devices. Man has been and always will be fascinated by machines and will continue to dream about building something that does what everyone thinks is impossible....


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....


Open Access

Quality in the First Person: Purpose and Principle

by Vora, Manu K.

Lifelong volunteer and teacher reflects on the value of giving back....


Open Access

2013 QP Salary Survey Webcast Powerpoint Presentation

by Hansen, Max Christian

View a PowerPoint presentation to accompany the webcast summarizing and discussing the 2013 QP Salary Survey, featuring author Max Christian Hansen....


Open Access

Salary Survey 2013: Read Their Minds

by Hansen, Max Christian

The quality profession is helping the world economy pull out of its long slump. And the professionals who responded to this year’s QP Salary Survey seem to be experiencing their own recovery—be it ever so slight....


Open Access

Inside Job

by Seibert, Jerry H.; Schiemann, William A.

The relationship between business performance and internal service quality is well documented, as are changes in internal service levels over time and the impact of outsourcing on internal service quality....


Standards Outlook: Work in Progress

by Liebesman, Sandford

ISO 9001:2008 and ISO 14001:2004 are scheduled for major revisions by the end of 2015. Many of the revisions being considered are controversial. In this column, I will only discuss the changes to ISO 9001, but note that changes to ISO 14001 are similar....


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....


Innovation Imperative: Changing Tides

by Merrill, Peter

We are currently in a perfect storm for global change. The global marketplace is changing and advances with technology are dramatically changing the way we complete even the simplest tasks. We are responding to change by innovating....


Open Access

Perspectives: Action Required

by Veenstra, Cindy P.; Walters, Glenn

IN ITS EFFORT to advance ideas, research and practice in science, technology, engineering and mathematics (STEM) education and workforce, ASQ’s Education Division co-sponsored the third annual Advancing the STEM Agenda Conference earlier this year....


For the Greater Good

by Badrick, Tony; Kehrer, Sue; Reid, Elizabeth

When the Coffs Harbour Laboratory of Sullivan Nicolaides Pathology in Australia implemented an environmental management system, it realized financial savings, reduced waste and improved operational efficiencies, and saw increased staff engagement....


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

Quality in the First Person: Get a Job

by Cote, Murray

Professor encourages students to seek certification....


Open Access

Career Corner: The Dilbert Syndrome

by Lindborg, Henry

Ways managers can cure survey cynicism among employees....


Open Access

Quality vs. Safety

by Ghaleiw, Mustafa

In the oil and gas industries, quality can no longer be viewed as a nice-to-have feature. Today, quality must be considered a top priority to ensure safety throughout an organization’s operations and processes...


Innovation Imperative: The People Principle

by Merrill, Peter

Successful innovation does have a secret sauce—people. For successful innovation, we need to involve everyone in our organization....


Open Access

Standard Wise

by Combs, Oscar

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


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....


Raising the Bar

by Bertels, Thomas; Buthmann, Arne

Many large organizations have invested in operational excellence initiatives. Some organizations are motivated by potential cost savings, while others are looking for culture change or a common language for solving problems....


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....


Reinventing Excellence

by Buckman, Jim; Buckman, Mary Beth

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


Open Access

Feeling Connected

by Port, Jonathan D.

Each of us desires to be heard and understood, affirmed, blessed, safe, touched, chosen and included. Understanding these desires in each person can lead to high-performing work relationships, motivated employees and better quality....


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....


Open Access

Career Corner: An Age-old Problem

by Conklin, Joseph D.

When coaching younger generations in the workforce, one size does not fit all. Career Corner columnist Joseph Conklin provides tips for navigating a multigenerational workforce....


Open Access

One Good Idea: See If It Sticks

by Perdigao, Ramon

The strategy deployment intention-perception matrix is a tool to help management gauge how the workforce, the individuals who are responsible for getting the work done, perceive and respond to organizational strategies....


Open Access

Career Corner: Stake Your Ground

by Lindborg, Henry

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


Open Access

Career Corner: Boost Your Brand

by Christopher, Rosemarie

Your personal brand is your style. It is composed of your values, abilities, strengths and limitations. The most successful workers, knowingly or not, align their personal brands with their organizations’ cultures....


Mood Righting

by Thor, Scott

U.S. organizations face monumental challenges as a global economy has emerged. Arguably, the global economy is driving competitive forces to levels unimaginable only a few decades ago....


Statistics Roundtable: One Size Does Not Fit All

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

The need to improve is ever present in all endeavors and will continue to be so. We live in a dynamic world. As predicted in the second law of thermodynamic and entropy, the world will continue to change....


Tool Time

by Liu, Shu

“Does everybody know what time it is? It’s ‘Tool Time’!” On “Home Improvement,” one of the most watched TV sitcoms in the U.S. in the 1990s, Tim and his assistant, Al, demonstrated to their television audience what tools they had and how to use them....


Standards Outlook: Confidence Game

by Gordon, Dale K.

For the second time in my 55 years on this Earth, we are seeing a crisis of confidence. This stems from many factors, including the devastating recession of 2008 to 2009 and the slow and painful global economic recovery we are witnessing....


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

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...


Why Certify?

by Laman, Scott A.; Korkuch, Dana; Kohler, Rene; Drobnick, Rudy; Kramer, Robin; Gardner, Pete; DiPuppo, Janet G.; Krothapalli, Sowmya;

These stories are told by people at different stages of their careers. One of the things they have in common, however, is they’ve carefully considered the costs and benefits of ASQ certification....


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.”...


3.4 per Million: No Specification? No Problem

by Breyfogle, Forrest W. III

In a column earlier this year I referenced a nine-step approach for determining an organization’s long-lasting operational metrics and how to decide where to focus improvement efforts so the entire enterprise benefits....


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....


Salary Survey 2012: Part 1, Section 14: Salary by Organizational Quality Infrastructure

by Hansen, Max Christian

Salary by quality department membership for U. S. respondents / Table 3 Part of a quality department Not part of a quality department Percentage Average salary Percentage Average salary All respondents 80.7% $ 84,445 19.3% $ 96,346 analyst 63 64,330 37 7...


Open Access

Quality Around the Clock

by QP Staff

It’s in your DNA. It’s how your mind works. It’s what you do. It’s who you are. When you work in quality, you see things differently. You approach problems and scenarios in certain ways. It happens after you’ve signed off....


Standards Outlook: From the Trenches

by Liebesman, Sandford

ISO 9001 and the COSO internal control guidance document used by financial organizations that must comply with the requirements of the Sarbanes-Oxley Act don’t have a lot in common, but one thing they share is the need to update the current version....


Shift Into High Gear

by Hankel, Amanda

When customers of tgestiona began expressing dissatisfaction about the its inefficient service and delivery processes, it began a transport optimization project that earned gold-level status in the 2012 ASQ International Team Excellence Award process....


Lasting Impression

by Stauffer, Rip; Owens, Debra

A recent paper found that quality initiatives have made significant contributions to three primary indicators of economic well-being: gross domestic product, corporate tax revenues and employment....


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....


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

Back to Basics: Team Effort

by Cascella, Victor

By paying attention to these six critical success factors, process management teams can deliver value and earn a position of influence in any organization’s performance management and improvement efforts....


(Re)visionary Thinking

by Briggs, Susan L.K.

The preeminent ISO standard on environmental management, ISO 14001, is being revised to incorporate new approaches in the field of environmental management systems and meet stakeholder expectations that have evolved since it was first published in 1996....


Pick Your Spots

by Sherman, Peter J.

In the rush to achieve results, lean Six Sigma programs can get derailed because projects are pushed through the organization, leading to the selection of the wrong projects and suboptimizing the entire enterprise’s goals....


Open Access

Pointed in the Right Direction

by Dunmire, Thea; Johnson, Gary L.

Last November, ISO published a new edition of ISO 19011—Guidelines for Auditing Management Systems. This marks a further evolution in management system auditing and in ISO’s approach to the drafting of management system standards....


Expert Answers: September 2012

by QP Staff

Sustaining excellence ... Blood bank error...


Open Access

Career Corner: Light Your Fire

by ReVelle, Jack B.

It takes the right team members to create an enabled, empowered, motivated, cross functional, self-directed team capable of selecting the most important tasks, and then efficiently and effectively solving the most critical problems....


Innovation Imperative: A Question of Balance

by Merrill, Peter

Many people say that mentioning standards and innovation in the same breath is a contradiction in terms. Evidence from the real world says otherwise....


Rethinking Treatment

by Muzenjak, Diane; Carboneau, Clark; Galagan, Robert

Changing and improving complex processes in healthcare settings are no easy tasks. They require a systems approach using a variety of quality improvement methods and tools....


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....


In the Trenches

by Tiwari, Anshuman

Deploying a quality change program is something every organization needs to do sooner or later, whether it involves lean, Six Sigma, the Baldrige criteria, kaizen or any other improvement effort. But managing a change program is a double-edged sword....


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....


Open Access

Quality in the First Person: Know No Bounds

by Tingley, Craig

For me, the common denominator in optimal job satisfaction and employment progression nearly always relates to an organization’s people focus—or lack thereof. I began to develop a strategic plan that would prepare me for a major transition....


Innovation Imperative: Time for a Change

by Merrill, Peter

A quality manager’s career is far from predictable. It depends on the attitude of an organization’s leadership toward quality and, perhaps more importantly, leadership’s understanding of what quality is....


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....


Blaze Your Own Trail

by Hutchings, Richard

We used to put our careers into the hands of our organizations. If we worked diligently enough, they might reward our efforts with a series of promotions. This template for career advancement was a clean 45-degree line....


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....


Expert Answers: July 2012

by QP Staff

Reigniting quality ... Going nuclear...


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 Audit Answer

by Estrada, Angel; Sinn, John W.

Graduate students at Bowling Green State University studied the Quality Systems Educational Collaboration, a program that addresses workforce and technical assistance needs for organizations, and disclosed areas for improvement using Six Sigma methods....


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

Up and Away

by Owens, Tracy; Fritz, Caroline

Do you want to quickly test your creativity? Take a sheet of paper and draw a big circle on it. Draw a dot on the paper. This exercise is part of a test given to children entering kindergarten to find out their baseline levels of creativity....


Valuable Resource

by Zimmerman, Andrea

Talent development is addressed in three key components of sustainability management systems: international standards, social responsibility (SR) reporting and performance excellence frameworks....


Open Access

Career Corner: Survive and Thrive

by Christopher, Rosemarie

An understanding of how the entire workplace dynamic is changing and the ability to adapt to those changes with a united workforce comprised of multiple generations is critical not only to a company’s success, but also its survival....



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