Case Study: Integrating Strategic Planning and Quality improvement Methods to Create Sustainably High Performance
- Journal for Quality and Participation
- July 2016
- Volume 39 Issue 2
- pp. 23-32
- Grover, Soma; Kovach, Jamison V.; Cudney, Elizabeth;
- University of Houston, Houston, TX, Missouri University of Science and Technology, Rolla, MO
ASQ’s Education Division sought to improve the value of its offerings within limits imposed by strictly volunteer effort, scarce resources, and a short timeframe. Goals included higher performance from the division’s publications and educational services, better balance for target market segments, and use of low cost alternative products and services. The division used project management and Lean Six Sigma methodologies to examine strategic directions and realign processes to better serve its primary markets: K-12, higher education, and workforce. Applying the five phases of problem solving—define, measure, analyze, improve, control (DMAIC)—researchers gathered essential information through surveys and interviews, carefully incorporating diverse perspectives. Through this disciplined approach, recommendations were made to consolidate separate publications, integrating the three market segments into one periodical, to improve division performance and to place greater emphasis on partnerships and resource sharing. Supplemental tools and data available online.