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Open Access

Perspectives: Restaurant Day

by Kachoui, David

To celebrate "Restaurant Week,” my daughter’s first-grade class recently turned its classroom into a restaurant for a day. Parents were the patrons. Students ran operations. Upon arrival, we were greeted by 6-year-old host with a white shirt and bowtie....


Open Access

Career Corner: Career Compass

by Whitacre, Teresa

Use basic quality tools to avoid navigating professional development blindly....


Expert Answers: August 2014

by QP Staff

Achieving division quality ... Clarifying calibration...


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

Back to Basics Online Table 1: August 2014

by Bautista Smith, Janet

Online Table for "Checks and Balances," a technique to sync organizational vision and strategies....


Open Access

Back to Basics Online Figure 1: August 2014

by Bautista Smith, Janet

Figures for "Checks and Balances," a technique to sync organizational vision and strategies....


Open Access

Blog Boom

by Calfa, Jimena; Graban, Mark; Hunter, John; Stepniowski, Jennifer J.; and Zrymiak, Daniel

Back in the late 1990s—well before 140-character Tweets, before Facebook posts and before LinkedIn discussions—there was the blog. Register at any number of blogging sites and you could set up your own personal or professional website....


Expert Answers: July 2014

by QP Staff

Building an effective QMS ... understanding medians...


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....


First Things First

by Arendall, C. Steven; Tiger, Andrew A.; Westbrook, Kevin W.;

Quality management literature has devoted considerable effort to the task of understanding and measuring process capability. Process capability is defined as the best distribution a process can produce given its present design at a given point in time....


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....


July 2014 Standards Outlook - Online Figure

by Cressionnie, L.L. "Buddy"

Reject SMS will be covered by sub- team X 323 EAQG Title Title is more biased towards Aerospace than inclusive of Defense Amend wording from Aerospace Standard to Defense Standard Inclusive of all sectors Reject X 187 AAQG Foreword verbiage confusing ( n...


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: June 2014

by QP Staff

Driving service quality ... Evaluating equipment...


Insurance Policy

by Minckler, William

Using a quality-centric approach, the Ohio Department of Job and Family Services in 2012 embarked on an initiative to create an enterprise content management system to manage, safeguard and accelerate the use of key informational assets....


Solid Base

by Ahmed, Afaq;

A petroleum and petrochemical plant consists of equipment such as pumps, valves, motors, flanges, pipes, turbines, tanks and pressure vessels. Typically, such plants rely on a global supplier base to procure such equipment....


Statistics Roundtable: Solving Jigsaw Puzzles

by DiBenedetto, Alexa; Hoerl, Roger W.; and Snee, Ronald D.

We all face problems in business, as well as in our personal lives and relationships. Despite the need for effective ways to address problems, there is surprisingly little agreement in quality or scientific literature on approaching problems in general....


Need for Speed

by Spencer, Karen; Helfer, Steve

Organizations must focus on key indicators and achieve optimal performance levels. They must define quality as it relates to customers and modify quality to achieve and sustain quality levels that maximize supply chain performance and quality management....


Open Access

No Weak Links

by Bailey, Bill D.; Alter, Howard

A global telecommunications organization decided to use the lean tool value stream mapping, along with the eight rights and seven supply chain wastes to better understand its complete supply chain and to help avoid suboptimization....


Plan of Attack

by Machado, H.F.

Every important business project has a logical starting set of conditions, followed by a set of events that lead to a logical completion of defined objectives....


Virtual Voices

by Wigent, Dave; Sinn, John W.; Adams, Mike

Social services departments in seven Ohio counties and a university banded together to serve an influx of applicants and improve service by implementing a virtual call center....


Expert Answers: May 2014

by QP Staff

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


Innovation Imperative: Team Sports

by Merrill, Peter

The spikes in knowledge that have occurred throughout history all have leaders associated with them. The myth that surrounds these leaders is they all were lone geniuses. In truth, the most famous leaders worked with teams of highly skilled people....


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

Quality in the First Person: Pay It Forward

by Ramu, Govind

Helping professionals on their ASQ certification journeys and improving their careers gives this ASQ member a sense of fulfillment....


Open Access

Catching Fire

by Liu, Shu

Teams can use the seven creativity strategies and their related tools to develop creativity to solve quality improvement problems....


Standards Outlook: Consulting Quandaries

by Schnoll, Les

As a consultant, you sometimes must walk the fine line of being (appropriately) assertive and going too far, thus alienating your difficult clients. You must learn to deal with occasional idiosyncratic behaviors—thus, the consultant’s quandary....


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

Back to Basics: Take Note

by Hart, Vicki

Tips to perfect your note-taking techniques....


Standards Outlook: Do You Really Understand?

by Russell, J.P.

The challenge for quality professionals for the next decade is to achieve a deeper understanding of our profession and its purpose....


Safety in the Skies

by Odigie, Michael; Martin, Royce A.; Courbat, Michael; Sinn, John W.

Embracing the notion of continuous improvement, the aviation industry is endeavoring to redefine and fine-tune the way safety is managed....


Open Access

Looping in Quality

by Awofala, Dele

The quality loop framework provides organizations with a structured approach to integrating quality throughout the product assembly process—from the workstation to the customer....


Speaking in Code

by Kaiser, Randy

Manufacturers spend time and money creating products for market, yet all of that hard work can be wasted if coding errors affect product quality....


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....


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

Career Corner: Penny-Wise Planning

by ReVelle, Jack B.

Find your financial footing before your golden years....


Expert Answers: March 2014

by QP Staff

Defining the customer ... incoming inspections...


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

Back to Basics: Calculated Risk

by Sherman, Peter J.

A formula for balancing the cost of risk and uncertainty....


Open Access

Career Corner: Bounce Back

by Whitacre, Teresa

Perseverance pays off for boomer after brutal job search....


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....


Choose Wisely

by Sharma, Mohit

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


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....


Statistics Roundtable: Listening to Sentiment

by Seaman, Julia E.; Allen, I. Elaine

What do you do if you just bought a new computer and it now makes some weird clicking sounds? Or if the airline lost your luggage, but representatives refuse to help recover it or provide compensation?...


Expert Answers: February 2014

by QP Staff

Controlling documents ... Showing resources in an audit...


Open Access

Breaking Down Barriers

by Liu, Shu

To leverage the benefits and prepare for the challenges big data present, quality professionals must change their mindset, get more data, upgrade their skills and expand their roles in the big data universe....


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....


Open Access

Online Figures Keeping Current

by QP Staff

com 1 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% Quality metrics are not effectively measured. 0% 5 % 10% 15% 20% 25% 30% 35% 40% 45% 55% No plans. EQMS = enterprise quality management software EQMS adoption rates / ONLINE FIGURE 2 Top quality manag...


Innovation Imperative: The New Revolution

by Merrill, Peter

3-D printing is one of the most exciting new technologies since the transistor of the last century, and since the steam engine two centuries before that....


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

Career Corner: Putting Pen to Paper

by Conklin, Joseph D.

Task management tips for the digitally unhip....


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

One Good Idea: Bucket List

by Suedbeck, John G.

Categorize and control your risk management audit data....


Expert Answers: January 2014

by QP Staff

Selecting KPIs ... Controlling multiple processes...


Standards Outlook: Common Ground

by Gordon, Dale K.

Accreditation by a recognized accreditation board ensures the impartiality and competence of the certification board (CB), and fosters confidence and acceptance of the CB’s certifications by end users in public and private sectors....


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....


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....


Open Access

Career Corner: Switch Gears

by Westcott, Russell

Beat job boredom and burnout with reinvention....


Open Access

Quality in the First Person: Be the Change

by Stepniowski, Jennifer

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


Open Access

Salary Survey 2013: Behind the Results

by Hansen, Max Christian

The 2013 Salary Survey was sent to ASQ 44,945 members. There were 7,504 individual responses, for a response rate of 16.7%....


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

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....


2013 Salary Survey: Part 2, Section 23. Base Earnings by Education and Training

by Hansen, Max Christian

The independent consultants who respond to QP’s Salary Survey are, of course, a smaller group than the regular employees. This year in the United States, 62 consultants reported working part-time and 109 full-time....


2013 Salary Survey: Part 1, Section 18. Salary by Exemplar Global Certification

by Hansen, Max Christian

Worldwide, 14.2% of the surveyed quality professionals have at least one Exemplar Global certification. Canadian and U.S. respondents held 49 of the 72 certifications listed as choices in the salary survey, which are divided into two tables....


2013 Salary Survey: Part 1, Section 15. Salary by Extent of Quality Responsibilities

by Hansen, Max Christian

In QP’s quality survey, respondents are asked: “In your company, how many people do you think have quality responsibilities stated in their job descriptions?” In 2009, a majority noted a figure of 25% or less....


2013 Salary Survey: Part 1, Section 12. Salary by Industry

by Hansen, Max Christian

Year after year, respondents from North America are more likely to work in the manufacturing sector than the service sector. But, also perennially, the workers in service industries bring home, on average, bigger paychecks....


2013 Salary Survey: Part 1, Section 4. Salary by ASQ and Exemplar Global Certification

by Hansen, Max Christian

In North America, 58.2% of respondents to QP’s salary survey held at least one ASQ certification. As Table 1 shows, the two certifications held by most respondents are certified quality auditor (23.9% of respondents) and certified quality engineer (22%)....


Open Access

Words to Work By

by QP Staff

Readers shared their favorite quality quotes and reflected on the wisdom of the words....


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....


Open Access

Quality in the First Person: Career Traveler

by Hermenitt, Chris

Determination helps machine operator soar to the top....


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....


Show of Hands

by Liu, Shu

“How many think this process is capable of meeting the specification?” Students sitting in a basic quality class in Asia were asked this question while they looked at a long-term normal process variation curve well within the specification range....


Measure for Measure: Careful Comparison

by Bucher, Jay L.

Starting a calibration program from the ground floor can be a daunting task. But it also can help an organization realize it has taken only the first steps in ensuring a quality program....


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....


Expert Answers: November 2013

by Laman, Scott A.

Sampling plans for reliability testing...


Open Access

Career Corner: Know Your Worth

by Christopher, Rosemarie

Successful professionals know what they want and how to get it....


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....


Turned On

by Scriabina, Natalia; Cort, Gary

Quality can be defined in many ways. In technical usage, quality can have two meanings: the characteristics of a product or service that influence its ability to satisfy stated or implied needs; or a product or service free of deficiencies....


Expert Answers: October 2013

by QP Staff

Handling incoming inspections ... identifying special processes during an audit...


Open Access

Back to Basics: Tell Me About It

by Radziwill, Nicole

Plan-do-study-act-export (PDSA-X) supports the collaborative pursuit of excellence across organizational boundaries, geography and time....


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

Volviendo a los Fundamentos: Intensifique el Ritmo

by Radziwill, Nicole

Comparta sus lecciones aprendidas....


Open Access

Career Corner: The Dilbert Syndrome

by Lindborg, Henry

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


Standards Outlook: Regulatory Nightmares

by Schnoll, Les

“Do it right the first time” is a mantra often used by quality professionals. In the associated world of regulatory affairs and compliance, this adage also represents an appropriate mindset....


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...


Ready, Set, Go

by Lawson, Edward

Organizational progress is generally driven by the identification of goals and objectives. Strategic planning, which defines goals and objectives, is a formal process in organizations, regardless of size....


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....



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