- Cost of Quality
- Customer Satisfaction and Value
- Data Quality
- Engineering
- Human Resources
- ISO 9000
- Leadership
- Metrics
- Problem Solving
- Process Management
- Quality Management
- Quality Tools
- Benchmarking
- Small Business
- Software Quality
- Teams
- Total Quality Management
- Economic Case for Quality
- Change Management
- Continuous Improvement
Extra Credit
Recent data from the Organization for Economic Cooperation and Development indicate the United States ranks 12th among major industrialized countries in higher education attainment....
Dare to Care
Healthcare is the third-largest area in the Standard & Poor’s 500, behind only financial services and IT. Considering the amount of knowledge, labor and materials devoted to the industry, there's no doubt healthcare is a major economic force in society....
Quality Goes to College
Higher education is seeing increased interest in quality management methods in response to the federal government's recommendation that they embrace the culture of continuous innovation and quality improvement. An overview is given of the types of...
Extending School Improvement Beyond Curriculum
Successful schools must meet the needs of multiple stakeholders - students, parents, teachers, administrators, taxpayers, and the community in general. And all this must be accomplished at different grade levels and divergent subject areas. Therefore,...
Improve Schools With Empowerment Based Models
Most school administrators have been slow to adopt the quality practices mandated by the No Child Left Behind (NCLB) Act. Only three school districts have received the Malcolm Baldrige Quality Award since the sector's entry. Top-down approaches for...
Print Perfect
Branch-Smith Inc., a fourth-generation printing company, had its origins in the unlikely success of a boy born without arms in 1868. The company as it exists today takes inspiration from founder Aaron Smith, who taught himself to type with his toes,...
Column: Career Corner: Be a Change Agent
The quality profession is no longer static but is in a state of unprecedented transition. Practitioners must begin to see themselves as change agents facilitating an ongoing organizational quality improvement process....
College and University Programs in Quality
A list is provided of more than 100 colleges and universities offering courses, programs, and degrees in quality related fields. The list is both alphabetical and geographical and indicates the type of institution and certificates or degrees offered....
Deming and Me
W H E A L T H C A R E Q U A L I T Y Q U A L I T Y P R O G R E S S I S E P T E M B E R 2 0 0 2 I 45 " Would you really make a decision about something as important as this with a single data point. Information's role University of Pennsylvania professor ...
Quality Approach Supports Engineering Education Reform
Currently in its ninth year of operation, SUCCEED has made substantial progress in producing this systemic reform on its member cam- Q U A L I T Y P R O G R E S S I J U L Y 2 0 0 1 I 75 Quality Approach Supports Engineering Education Reform This 10- step...
Column: Emerging Sectors: The Evolution of a Quality Culture
Pilot program leads to a major award for Kelly Services' Houston Region
Based on the Malcolm Baldrige National Quality Award criteria for performance excellence, the Kelly Quality Management System (KQMS) serves as Kelly's blueprint for strategically building and enhancing its quality practices. KQMS is comprised of seven...
Internet Services Start-up Gains ISO 9001 Certification
From the beginning, quality assurance is part of every
SiteROCK was founded in August 1999 to provide outsourced remote monitoring, measurement and management of Internet operations for companies with critical Internet presences. Results: a validation of principles We received our ISO 9001 certification just ...
Doing It Wrong: A Case Study
Q U A L I T Y P R O G R E S S I F E B R U A R Y 2 0 0 1 I 63 Doing It Wrong: A Case Study A look at why one company's improvement plan didn't work by William F. Roth and Marjorie Potts C O N T I N U O U S I M P R O V E M E N T OST CASE STUDIES CONCERNING...
Assessing the Quality Status of Research Organizations
Q U A L I T Y P R O G R E S S I A P R I L 2 0 0 0 I 51 Assessing the Quality Status Of Research Organizations How to measure, control and improve performance through R& D by Al Endres R E S E A R C H A N D D E V E L O P M E N T ITHOUT THE ESTABLISHMENT O...
Measuring Performance after Meeting Award Criteria
A survey and financial analysis of winners, applicants, and non-applicants of the Malcolm Baldrige National Quality Award (MBNQA) and state quality awards investigated the impact of the award criteria on company performance. This study built on a 1991...
Total Quality Management in Higher Education
A continuous quality improvement (CQI) team in the Admissions Office at Lamar University is using the plan-do-study-act (PDSA) cycle for improving its services. Total quality management (TQM) initiatives had been needed at Lamar, because of declining...
How a Team Can Grow
Q U A L I T Y P R O G R E S S I J U N E 1 9 9 9 I 53 How a Team Can Grow Goal is to become self- directed by D. Keith Denton EAM MANAGEMENT IS A BIG DEAL, WITH EVERY ORGANIZATION seeming to be implementing some form of it. Assembly workers, for instance...
Making the Pitch in the Executive Suite
Quality practitioners at six Baldrige Award winning companies have advice on helping senior executives buy into quality initiatives. At Texas Nameplate Company, Dale Crownover suggests documentation on monetary losses in areas like absenteeism,...
Quality You Can Bank On
Certification to ISO 9002 for the South Texas Blood and Tissue Center required four phases embedded in the plan-do-check-act (PDCA) cycle. Phase one, planning, included evaluating the Center's competitive and business needs; selecting the ISO 9002...
UPS: Its Long-Term Design Delivers Quality Millions of Times Each Day
Quality improvement at United Parcel Service (UPS) has been driven by: effective communication with its employees; superior work processes; and investment in technology. The most recent UPS improvement initiative has been a 36-month migration strategy...
It Takes More Than Sparkling Water
As a customer-focused organization, BHC Co. is a Connecticut utility that has earned many service and product initiative awards, including the 1997 Connecticut Small Organization Quality Award. Customer focus is especially needed in the highly...
Graphic Data Analysis to the Rescue
Exploratory data analysis (EDA) prepared an organization for control chart analysis. The EDA analysis used macro level examination of data plotted in a variety of formats to reveal the presence of assignable and common causes. In this case, the...
The Criteria: A Looking Glass to Americans' Understanding of Quality
Then, you have to create an environment Figure 1. New Category Order and Names 1997 Categories/ Items Point Values 1 Leadership 110 1.1 Leadership System 80 1.2 Company Responsibility and Citizenship 30 2 Strategic Planning 80 2.1 Strategy Development Pr...
COQ Systems: The Right Stuff
Cost of quality (COQ) is a performance measurement system that supports the implementation of quality improvement programs. Developed by J. M. Juran and others in the early 1950s, these measurements of poor quality were promoted by the ASQC Quality...
Multimedia as a Quality Solution
The multimedia package also should include support tools to assist learning, such as: � Standard Windows pull- down menus � Bookmarks to allow quick return to a location � A notebook so users can add their own comments � Course maps to guide new users � ...
Is This What's Really Going On?
Quality Progress readers respond to the Editorial Comment on "What's Going on at U.S. Universities" in the September 1996 issue. These 22 letters fall into three groups. Seven of the letters suggest that higher education responds to its markets by:...
The Journey Might Wander a Bit. . .
As winners of the 1995 Malcolm Baldrige National Quality Award (MBNQA), Armstrong World Industries' Building Products Operations (BPO) and Corning's Telecommunications Products Division (TPD) have much in common. Both have adopted quality principles...
Use Technology to Unleash the Potential of Your Quality Improvement Teams
More important, they showed that the addition of interaction further improves the success trend because individual judgment fosters objective evaluation: " The decision which results from group interaction may be considered emergent since it represents m...
The IRS and TVA Are Leading the Way
The Internal Revenue Service (IRS) and Tennessee Valley Authority (TVA) have been successful in reinventing government. This initiative, also known as the National Performance Review, is driven by political pressure, citizen concern, and the large...
A Failure of Methods, Not Philosophy
Total quality management (TQM) is a way of thinking, not a collection of tools. It is a philosophy, the implementation of which differs from organization to organization. Even within an organization, the implementation tools and methods should evolve...
But It Takes Too Long . . .
Quality improvement projects can consume too much time. The Juran Institute studied twenty projects of 10 clients in 5 industries. The average project took 68.1 weeks; 62.8% of that time could have been eliminated. Inadequate management preparation...
Pennsylvania Builds Tomorrow's Work Force
School-business partnerships have brought quality improvement to the Lehigh Valley. The eighteen partnerships use an enhanced version of the Koalaty Kid program. Cross-functional project teams and project-by-project improvement have built on the...
Quality Principles Are Key to Building Centennial Medical Center
Design and implementation of a construction project relied on teamwork, planning, and listening to users. Quality tools and concepts were the foundation of the new $134 million Centennial Medical Center. An expectations matrix helped firms working on...
Quality Management Benchmark Assessment
A series of task-oriented checklists with 253 requirements enable a firm to compare itself and its suppliers to the Malcolm Baldrige National Quality Award criteria and to the Q9000 standards of ANSI/ASQC (American National Standards Institute /...
Support Group Decisions Via Computer Systems
Therefore, idea generation Table 1. Modules Within Group Decision Support System Software Programs GroupSystems TeamFocus GroupForum Electronic Brainstorming Electronic Brainstorming Electronic Brainstorming Electronic Discussion System Topic Commenter V...
The Proper Distribution of TQM
Implementation of a quality program at Bearings, Inc. required the commitment of management and the teamwork of empowered employees. Management gave the 12 employees the time and leadership needed for long-term dedication to total quality management...
When Murphy Speaks--Listen
When he reported the loss at the airline's lost baggage claim, the clerk said, " Ohyes, you were on that flight where you have to change planes in St. Louis. People are always losing luggage on that connection because the time between planes is. Such se...
