February 2010 Issue
Safe Landing
In an effort to improve its service to customers, JetBlue implemented a software program to improve how it analyzes and acts on passenger feedback.
by Bryan Jeppsen
Voice of the Customer
High Priority
Improve relationships with your clients and partners with voice of the customer analysis and the Kano model.
Healthcare
Get the Whole Picture
By applying systems thinking, two healthcare programs identified where process breakdowns occurred and were able to focus on improving operations, saving money and treating patients better.
Quality Management
Quality 3.0
Two industry leaders discuss their views on quality’s future and how the profession must adapt.
Teams
In It for the Long Haul
A voice of the customer project at HD Supply enhanced customer loyalty and saved the company $3 million.
- Up Front
- Perspectives [Open Access]
- Quality in the First Person
- Career Corner [Open Access]
- Standards Outlook
- Statistics Roundtable
- Measure For Measure
- 3.4 Per Million
- Back to Basics [Open Access]
- Volviendo a los Fundamentos
- One Good Idea [Open Access]
Lean and Six Sigma Conference
March 8-9 | Phoenix, AZ
Visit http://sixsigma.asq.org.
SAE 2010 World Conference
April 13-15 | Detroit, MI
Visit the Society of Automotive Engineers’ website at www.sae.org/congress.
ASQ members exchange comments, suggestions, questions and ideas inspired by articles or letters in Quality Progress.
