Watershed Moment
Cargill Corn Milling North America approached its Baldrige site visit in 2008 with the same level of preparation any organization would, but with the unique perspective that comes with rebuilding your operation after surviving a natural disaster....
Quality and Economics: Five Key Issues
Insufficient attention has been paid to the importance of quality as a factor in determining the state of the economy, yet improvements in product quality can be a catalyst in the betterment of national economies and the lives of people. Five economic...
Column: Measure for Measure: By Their Measures Shall Ye Know Them
Measurement results can cause undesired behaviors
When people are measured, they tend to operate in a way that optimizes the measurement result, even though to do so may be counterproductive or even silly. When this happens, the measurement system is distorted and doesn't drive the...
Maximizing the Value of Customer Feedback
The voice of the customer (VOC) is vital, but too many companies analyze this information inefficiently. Studies of over 100 companies by Technical Assistance Research Programs, Inc. (TARP) show how to improve customer feedback programs. Measures of...
