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July 2002

QUALITY 101


  • Organize Your Quality Tool Belt (PDF, 159 KB)
    These quality tools can help you understand, analyze and improve your organization's processes.
    Duke Okes, consultant and educator, Blountville, TN
  • Customers: A Love/Hate Relationship? (PDF, 86 KB)
    Focusing on customers means knowing what they need and how you affect them.
    Russ Westcott, president, R.T. Westcott & Associates, Old Saybrook, CT
  • Quality Glossary (PDF, 458 KB)
    * FREE ARTICLE *
    A handy reference of terms, acronyms and key
    people in the history of quality compiled by Quality Progress and other ASQ staff and volunteers.

CUSTOMER SATISFACTION


  • Mine Customer Experiences (PDF, 107 KB)
    An affinity diagram allows you to organize vast amounts of qualitative data to identify patterns or groupings.
    Edna M. White, associate professor of operations management, Florida Atlantic University, Boca Raton
    Ravi S. Behara, assistant professor of operations management, Florida Atlantic University, Jupiter campus
    Sunil Babbar, associate professor of operations management, Florida Atlantic University, Boca Raton

OPINION


  • Education and the Future of Quality (PDF, 75 KB)
    Student branches could become one of the profession's best resources.
    John W. Sinn, quality systems specialization professor,
    College of Technology, Bowling Green State University, OH

TIME TO QUALITY


  • Is Time Running Out for Quality? (PDF, 79 KB)
    When minimizing a schedule outweighs optimizing costs, quality methods that break the TQM mold are required.
    Jay H. Wilbur, director, systems engineering and validation, Texas Department of Human Resources

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