May 2001

QUALITY AND THE BOTTOM LINE

• How To Manage for Quality In Today's Economy (PDF, 49 KB)
  Quantifying the costs of quality--including failure costs--is the key to profitability and sales growth.
  A.V. Feigenbaum
  President and CEO, General Systems Co.
• The Tip of the Iceberg (PDF, 157 KB)
  When accounting for quality, don't forget the often hidden costs of poor quality.
  Joseph A. Defeo
  President and CEO, Juran Institute
• Capturing Financial Benefits From Six Sigma (PDF, 80 KB)
  Five lessons learned will resonate with top management.
  Debbie Neuscheler-Fritsch and Robert Norris
  Principal consultants, PricewaterhouseCoopers LLP

CHANGE MANAGEMENT

• Intentional Change by Design (PDF, 260 KB)
  Two models help stakeholders implement change.
  Gregory S. Shinn
  Project manager, Rocky Mountain Materials and Asphalt, and business excellence consultant

CONTINUOUS IMPROVEMENT

• Making Managers More Effective Agents of Change (PDF, 87 KB)
  * FREE ARTICLE *
  Strategic use of Baldrige criteria stimulates continuous improvement.
  Brad D. Miller
  Senior manufacturing engineer, Medeco High Security Locks

CUSTOMER SATISFACTION

• How To Make Surveys Simpler and More Focused (PDF, 82 KB)
  Apply multivariate statistical procedures.
  Larry R. Vinson
  Associate professor of communication, NcNeese State University

DEPARTMENTS

• Up Front
  It's the quality, stupid.
• QP Mailbag
  Readers discuss root causes, auditing, Mr. Pareto Head, more.
• Mr. Pareto Head
• Comments on Quality
  The Ease--and E's--in excellence.
• ASQ News
  ASQ and AQP announce affiliation...QuEST Forum plans July 10-12 meeting...Higher ed quality workshop May 17-18...Regional directors announced.
• Keeping Current
  Competitive Council cites U.S. vulnerabilities...NIST announces diagnostic test database...Engineers Week responds to shortages...more.
• Standards Outlook
  Jack West on implementing ISO 9001:2000.
• Measure for Measure
  By their measures shall ye know them.
• Frontiers of Quality
  Bottom-line success with Six Sigma.
• Emerging Sectors
  The evolution of a quality culture.
• QP Toolbox
• Career Corner
  So you want to go solo?
• QP Reviews
• QP Calendar
• One Good Idea
  It's attitude that counts.