The Face of Quality

Vickie Ford

When Vickie Ford was a presenter to an annual quality conference sponsored by ASQ's Rochester, NY, section last March, she told them they were making history because she was the first ever massage therapist to speak at a quality conference.

"The goal of my clients is wellness or improvement," she says. "A quality program partners employees and a company for improvement and profitable growth. I believe by inspiring the whole person you inspire the whole organization."

In the late 1970s, Ford was a 19-year-old power brake unit inspector in South Bend, IN, with a solid foundation in the philosophy of W. Edwards Deming. "Everything about quality was learned on the job except for hints of theory in vocational school classes," she says. "I wanted both quality and a four-year degree, but eventually completed a general studies degree from Indiana University."

During a visit to Florida in 1984, Ford learned Manatee Community College had a two-year quality degree program. When she was later laid off, Ford decided to enroll, earning a degree in quality and industrial management.

But after being through a plant shutdown, a defense cut, a corporate restructuring and a few layoffs, Ford wanted to make her own career choices and not have economic conditions or fear management keep her on an unstable roller coaster ride. She saw an ad for a massage school, attended and loved it. Eventually she opened a therapeutic center in Sarasota, FL.

In December 2001, Ford was one of eight poster presenters at Harvard Medical School's spirituality and healing in medicine conference.

Soon to be published is her book, A Spiritual Approach to Quality by Inspiring the Mind, Body and Spirit.

Four 2001 ASQ Fellows Have Connections to 'QP'

Four of the 27 new Fellows named by ASQ in 2001 have close connections to Quality Progress magazine.

Jane Campanizzi-Mook is chair of QP's Editorial Review Board; Ralph D. "Dan" Reid is a regular columnist for "Standards Outlook" ; James J. Rooney authored a cover feature on hazard analysis and critical control points (HACCP) and medical device safety for our September 2001 issue and wrote the cover article on HACCP and food safety in this issue; and Geoff Vining is vice chair of ASQ's Publications Management Board.

Other new Fellows, joining nearly 600 colleagues previously so honored, are Ron M. Adib, Ralph W. Arnott, Soren Bisgaard, Zigmund Bluvband, Stephen Caffrey, Barry W. Colby, James E. Cooper, Ashok Vasant Dandekar, Bryan Dodson, Thong Goh, Jad G.B. Jadunath, Gary L. Johnson, Elizabeth M. Keim, Mohammad A.H. Khan, George P. Laszlo, David B. Luther, E. Michael Malcos, Mary Jo Mercier, Robert J. Nash, Jay P. Patel, James O. Spichiger, G. Timothy Surratt and Casimir M. Welch.

Fellows are recognized for their established record of contribution to the quality profession or the allied arts and sciences and to the Society.

Green Belt Training Starts Feb. 4; Other Courses Online

ASQ's first Six Sigma Green Belt (GB) training will begin Feb. 4 in Kansas City, MO. GB training is carried out in two five-day sessions, with a two-month period between the sessions.

Potential GBs will learn to build on Black Belt (BB) efforts through Six Sigma problem solving and statistical tools.

For more information, call 800-248-1946 (United States and Canada only) or 414-272-8575 or visit www.asq.org/six-sigma-training.

The E-Learning Center has also added two new Six Sigma courses.

Online Six Sigma Black Belt Certification Review is designed to provide an understanding of the BB body of knowledge as preparation for the ASQ BB certification exam. Online Six Sigma Green Belt provides an understanding of the Six Sigma GB body of knowledge.

Each course has a heavy practice orientation, with as much as half of the student's time spent working through interactive practice exercises and online assessments.

 

IRS No Longer Rated Worst In Customer Service

According to the most recent quarterly American Customer Satisfaction Index (ACSI), the Internal Revenue Service is no longer rated as the worst government organization. That distinction, likely in response to the Sept. 11 terrorist attacks, now goes to the Federal Aviation Administration.

The ACSI survey is produced by ASQ, the University of Michigan Business School and CFI Group, an Ann Arbor, MI, based consulting firm.

Overall ratings in the survey results for government agencies were up in 2001. Out of a possible score of 100, the IRS rose nearly 11 points, and the Centers for Medicare & Medicaid Services and the Office of Personnel Management went up nearly seven points.

ASQ and Two Divisions Advise Congress on Three Major Issues

ASQ and two of its divisions (Health Care and Food, Drug and Cosmetic) presented a position paper, "Using Quality Methods To Reduce Prescription Drug Errors," to Congressional health policy staff in late 2001.

That paper draws on ideas presented in another position paper, "Quality and Quality Improvement in Health Care Services," which was prepared earlier in 2001 by the Health Care Quality Special Interest Group of the Health Care Division and the Society for Health Care Epidemiology of America.

In addition, ASQ representatives met with the healthcare policy advisor to Congressman Michael Bilirakis of Florida earlier in 2001. Bilirakis is chair of the House's health and environment subcommittee.

Baggage screener certification

In other government relations activity, Tom Mosgaller, ASQ president, recently authored an op/ed article promoting third-party certification of baggage screeners. It was released to the 100 largest U.S. newspapers, and a video news release on the topic was distributed to hundreds of television stations and national networks. Both the article and the video can be accessed at www.asq.org.

ASQ representatives also met with Department of Transportation officials in mid-December to present the Society's position.

Election reform

Regarding the continuing discussion of need for election reform legislation, ASQ recently received a request for input from Bob Barr, a Georgia congressman.

This followed ASQ's input into legislation introduced by Connecticut Senator Christopher Dodd, who is principal sponsor of the Senate version of the election reform bill approved by the Senate.

ASQ and Testing Organization Enter Into Agreement

ASQ has entered into an agreement with the International Standardized Testing Organization (ISTO) to be the North American distributor of its ISO 9000:2000 test for understanding.

The test will not be for one of ASQ's certifications, but is simply being administered by the Society.

The next opportunity to sit for this exam will be at the Quality Audit Conference Feb. 14-15 in St. Louis. Other 2002 exam dates can be found at www.isto.ch.

For additional information, contact Greg Weiler at 800-248-1946 (United States and Canada only) or 414-272-8575, ext. 8668, or gweiler@asq.org.

Mayo Foundation CEO To Keynote AQC Opening

Michael B. Wood, M.D., president and CEO of the Mayo Foundation, will give the opening keynote address at this year's Annual Quality Congress (AQC) May 20-22 in Denver.

The Mayo Clinic is in the 12th year of a multiphase continuous improvement evolution. Wood will describe that quality journey in his address.

Wood has served on the board of the Institute for Healthcare Improvement and as 2000 president of the board of the Malcolm Baldrige National Quality Award Foundation.

Nominating Committee Names Candidates for Officer And Board Posts

ASQ's nominating committee has named the following candidates to be elected at the Annual Quality Congress May 19.

Nominees are Ken Case, president-elect; Jad Jadunath, vice president; Gary Floss, treasurer; and Ron Fitzgerald and Hope Gonzales, national directors.

Current president Tom Mosgaller will move to the office of board chair, and president-elect Liz Keim will become president. Danny Duhan will continue as a vice chair, completing the second year of his term.

Presentations Call Issued For Fall Service Conference

A call for presentations has been issued for the Service Quality Conference Sept. 23-24 in Las Vegas. Deadline is Feb. 12.

Abstracts should include a problem statement, actions taken, methods used and evidence of impact.

Abstracts and biographies should be submitted to Keith S. Joy at 865-574-0795, 865-576-8346 (fax) or ksj@ornl.gov.

Management Division Conference To Be Feb. 25-27

Steven Brant, David Hutton and Alan Robbins will be keynote speakers at the Quality Management Conference Feb. 27-March 1 at the Hyatt Regency in New Orleans.

ISO/EED Conference Offers Special One-Day Rates

A special one day only rate is being offered for the annual ISO 9000/ISO 14000 conference March 12-15 at the Indianapolis Marriott Hotel.

The ISO 9000 conference is on March 12 and 13, while the ISO 14000 event is March 14-16.

For information or to register, visit www.asq.org and click on the "conferences" link. Or call 800-248-1946 (United States and Canada only) or 414-272-8575.

Aviation/Space & Defense Division Conference March 3-4

The Aviation/Space & Defense Division's annual conference March 3-4 in Cape Canaveral, FL.

Education Division Conducts Membership Survey

The ASQ Education Division is conducting a survey on what motivates people to join the division and what value they hope to gain.

The goal is to provide guidance on improving communication with members and providing benefits that will make a difference.

Stats Division Conference To Be Held April 26-27

The Statistics Division will hold its conference April 26-27 at the Hotel Roanoke in Roanoke, VA.

The conference will feature responses of senior business leaders, CEOs and other executives who were interviewed earlier about how statisticians can make a greater impact.

For additional information, visit www.conted.vt.edu/quality.htm or contact Van Bowen, division chair, at 804-399-9830 or vbowen@Richmond.edu. You can also register online.

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Excellence Ireland signed a world partnership agreement with ASQ in December 2001 in a ceremony at the residence of the U.S. ambassador in Ireland.

Two Texas sections recently celebrated anniversaries. ASQ President Tom Mosgaller attended the occasion marking the Dallas section's 50th year. The Fort Worth section celebrated its 20th year.

Did you know? Brazil, with 344, has more members of ASQ's international chapter (excluding Canada and Mexico) than any other country. Following Brazil are Israel, 264; Singapore, 241; Hong Kong, 236; and Malaysia, 221.