- Cost of Quality
- Customer Satisfaction and Value
- Data Quality
- Engineering
- Global Quality
- Human Resources
- Baldrige National Quality Program
- ISO 14000
- ISO 9000
- Leadership
- Lean
- Metrics
- Problem Solving
- Process Management
- Product Development and Recall
- Quality Assurance
- Quality Control
- Quality Management
- Quality Tools
- Six Sigma
- Small Business
- Social Responsibility
- Software Quality
- Standards
- Statistical Process Control (SPC)
- Supplier Quality
- Teams
- Total Quality Management
- Information Management
- Customer Requirements
- Economic Case for Quality
Futures Study
Forces of Change From All ASQ Futures Studies Table 1 1996 1999 2002 2005 2008 Changing values Partnering Quality must deliver bottom- line results Globalization Globalization Globalization Learning systems Management systems will increasingly absorb the...
Building Quality at Veridian Homes
Veridian Homes in Madison, Wisconsin uses several quality methods to improve productivity while reducing impact on the environment. To achieve its goal of promoting and coordinating quality throughout the company, the company employed the National...
Applying an Excellence Model to Schools
Students, parents and society are demanding much more of schools as education becomes more and more important for national economic competitiveness, growth and even survival....
Column: Standards Outlook: Strategies for Improving Business Performance
Most organizations face dozens of extraordinary conditions in today's business environment, including aggressive competitive strategies from their opposition, daunting regulatory situations and the pressures of...
Quality's Six Life Cycle Stages
A tool referred to as “quality life cycle” provides a strategic mechanism to chart and sustain quality while proactively countering shortcomings of its implementation, such as stagnation and limited application, which can ultimately result in failure....
ISO 9000 Makes Integrated Systems User Friendly
Organizations need management systems that are based on processes or activities that help personnel understand what is essential to achieving continual improvement on a consistent basis....
Lean and Six Sigma – Synergy Made in Heaven
The combination of Six Sigma and lean enterprise work can enhance the production experience. Workers have the empowerment and skill to recognize a problem and, if it cannot be resolved, shut down the line to eliminate the root cause. Six Sigma and lean...
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,...
An Integrated Approach System
What’s the best quality system? How would you answer this question? How would your colleagues?...
Baldrige: It’s Easy, Free and It Works
While many people consider the Malcolm Baldrige National Quality Award criteria to be difficult, a harder task is learning how to manage opportunities for improvements instead of managing known strengths. While Baldrige may not have the answers, it...
Systems Thinking – An Uncommon Answer
Some of the common problems to be found in many business failures include too much focus on short-term gains, too much focus on quarterly profit statements, and a prevalence of long-term losses. One possible solution to these problems is systems...
Complexity Theory Simplifies Choices
Many business management and improvement methodologies provide finite structures for achieving success. Examples include the Malcolm Baldrige National Quality Award; the ISO 9001 standard; W. Edward Deming, who provided 14 points; and Six Sigma....
Quality Management Multiple Choice: What’s the best quality system?
Monitoring and recording the extent of transition experienced within a designated area assure Procedure ( general) Priority Reviewed Completed Record control Document control Internal audits Management review Corrective action Preventive action Monitorin...
QOS – A Simple Method for Big or Small
Although there are many quality initiatives in the marketplace, many of them involve a degree of hype. Ford Motor Company’s quality operating system (QOS) is recommended as one offering the most value for the money. A QOS assessment looks at...
AQP Awards Promote Business Results
QUALITY PROGRESS I JUNE 2003 I 31 AQP Awards Promote Business Results by Glenn Bodinson and Raymond Bunch he Association for Quality and Participation ( AQP), now an ASQ affiliate organization, launched its National Team Excellence Award competition in 1...
ASQ's World Partners
One of ASQ's objectives is to become a global advocate for excellence and a provider of information and learning opportunities about quality. Having decided to take a more active role in collaborating with existing national quality associations, ASQ is...
Hungary's Journey To Business Excellence
Hungary has emerged as a major European success story, its economy thriving despite the recent worldwide recession. Four Hungarian companies illustrate how quality has led to business success. Using total quality management techniques tailored to fit...
First to the Top
A small, scattered school district in a remote part of Alaska, a suburban school district near New York City, and a mid-sized public university have become the first winners of the Malcolm Baldrige National Quality Award in the education category. The...
Simplify Your Quality System
It is usual in the automotive industry for companies to coordinate their quality management standards to the QS-9000 manual, the automotive sector derivative of the ISO 9000 series. The organization of ISO 9000:2000 is different, however, and...
Balance Your Balanced Scorecard
O R G B A L A N C E Y O U R B A L A N C E D S C O R E C A R D What We Fear About Measures FIGURE 2 � May be used as weapons � May waste time � Are irrelevant � Are too difficult to create � Do not lead to improvement Good Measures Are FIGURE 3 � Aligned ...
Annual Quality Awards Listing
Annual Quality Awards Listing compiled by Corinne N. Johnson, Editorial Assistant he annual Quality Awards Listing is Quality Progress' resource guide to automotive, government, international, national, regional and state quality related awards and award...
10 Steps to a Baldrige Award Application
Q U A L I T Y P R O G R E S S I A U G U S T 2 0 0 1 I 49 10 Steps To a Baldrige Award Application Even if you don't win, the feedback is invaluable; and even if you don't apply, the self- assessment will do wonders for your organization by C. W. Russ Rus...
Capturing Financial Benefits From Six Sigma
As the team moves from the define to the control stage of the DMAIC methodology, the accounting and finance SME plays an influential role, as shown in Table 1. 40 I Q U A L I T Y P R O G R E S S I M A Y 2 0 0 1 C A P T U R I N G F I N A N C I A L B E N E...
Excellence in Our Communities
If the model is to succeed, it must be simple and based on 1. Forming 2. Growing 4. Maturing 3. Consolidating 5. Terminating Voluntary Sector Excellence Model FIGURE 1 Q U A L I T Y P R O G R E S S I A P R I L 2 0 0 1 I 59 Excellence In Our Communities H...
A World of Opportunity
Q U A L I T Y P R O G R E S S I D E C E M B E R 2 0 0 0 I 57 ASQ and other quality societies adapt to changing times by Spencer Hutchens Jr., chair, ASQ International Task Force I N T E R N A T I O N A L Q U A L I T Y UALITY PROFESSIONALS THE WORLD over ...
Implementation Can Benefit from Quality Experience
Knowledge management is beginning to be recognized as a quality tool that will change the standards of competition. Knowledge management decreases waste and rework by focusing on shared solutions, ideas, and best practices. The concept of knowledge...
Teach What You Preach
To assess the demands of business and industry in Belgium, the Netherlands, Finland, and Great Britain, European researchers identified eight important quality concept and skill categories. These included customer orientation, the practical knowledge...
Roll Quality Roll
The University of Alabama is using the Baldrige Award criteria to measure its continuous improvement. As part of its effort, the university is raising its expectations of strategic quality plans to provide guidelines for improvements within colleges,...
President's Quality Program Honors Government Organizations
The President's Quality Award Program recognizes federal organizations for their accomplishments in continuous improvement via quality management principles and practices. The award was created in 1989 and is administered by the Office of Personnel...
Quality Awards Listing
The list includes national, international, state and regional quality awards and award programs and industry-specific quality awards programs. The listed awards are related to the practice of quality, do not limit eligibility to members of the...
Quality Awards Make Winners Of Us All
The Malcolm Baldrige National Quality Improvement Act can be viewed as a way to understand the purpose of most quality awards programs. According to the act, the Baldrige Award seeks to encourage companies to improve their quality and productivity...
Building a Better Doctor
The leadership of the faculty, with support from the majority of members, deliberately chose to make a Q U A L I T Y P R O G R E S S I J U N E 2 0 0 0 I 47 Content review group Associate deans, HoD, DEDE Block chair Case coordinators problems 1- 69 Depar...
21 Voices for the 21st Century
The interplay of quality, e-quality, and equality in the comments of 21 individuals provide a preview of the future of quality in the new century. The editors of Quality Progress, with input from many sources, have selected 21 original thinkers...
On Leaders and Leadership
Systemic leadership is based on core values and competencies as well as on more tangible elements of business excellence. Systemic leadership requires that everyone be responsible for leadership. However, the models embedded in international quality...
Quality in Banking Starts with Four Assessments
Assessments help banks learn how to improve customer and employee satisfaction, internal quality, company culture, and operating cost systems. One large assessment area covers the four components of the cost of poor quality. Internal failure costs...
Measuring Up in a Cincinnati Suburb
The Indian Hill public school system has used the framework of the Malcolm Baldrige National Quality Award (MBNQA) to improve itself. Indian Hill participated in a 1995 Baldrige Award pilot program for educational organizations. Only 19 applications...
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...
Insights into Organizational Self-Assessments
Baldrige Award-based self-evaluations of management systems and organizational performance include: full-length and short written narratives; the Likert scale survey; and the behaviorally anchored survey. A full-length narrative has a maximum of 50...
The Barriers to Total Quality Management
A survey of quality control managers and quality managers provided rankings for 25 potential impediments to TQM (total quality management). The 25 items were identified by interviewing managers and searching the literature. Then they were sent to 872...
Bringing Quality to the Masses: The Miracle of Loaves and Fishes
As Scott Adams, the creator of Dilbert, observed: " All the technology that surrounds us, all the management theories, the economic models that predict and guide our behavior, the science that helps us live to 80. it's all created by a tiny percentage of...
Benchmarking Your Plant Against TQM Best-Practices Plants: Part 4 of 4
The Yamaha Motor Manufacturing Company of America plant in Newnan, GA is the fourth and final world-class operation described in a series of articles on quality practices. The quality organization at Newnan includes a quality manager who is a liaison...
Technology and Performance Improvement: Intellectual Partners?
The intellectual capital of an organization's people can increase in usefulness and value when there are computerized tools that manage and streamline performance. This technology supports improvement initiatives while building an organizational...
Making Multirater Feedback Systems Work
Assessment through multirater feedback is an exciting and effective tool, and its users should pay attention to implementation issues. Multirater feedback increases self-awareness in the focal individual, thus leading to improved performance and...
The Quality Auditor: Helping Beans Take Root
Awareness of corporate culture enables the quality auditor to go beyond bean counting and become an agent of cultural change. This broader view of quality auditing fits well with the TQM (total quality management) view that behavioral factors are...
The Criteria: A Looking Glass to Americans' Understanding of Quality
Business Results is Category 7 in the 1997 criteria of the Malcolm Baldrige National Quality Award (MBNQA). As the last of seven installments on the Baldrige criteria, this article notes the distinction between ingrained core values and superficial...
The Criteria: A Looking Glass to Americans' Understanding of Quality
Process Management is Category 6 in the 1997 criteria of the Malcolm Baldrige National Quality Award (MBNQA). As the sixth of seven installments on the Baldrige criteria, this article notes that the MBNQA is driven by values for which the criteria are...
Conducting an Organizational Self-Assessment Using the 1997 Baldrige Award Criteria
36. How well does the company recognize Figure 1. Scoring Sheet Assessment Category Weighting MBNQA Rating Totals Scores ( Your Score) Points Questions 1 through 5 110 Leadership Leadership Multiply score Total: 5 Score: by 11 Questions 6 through 11 Stra...
The Criteria: A Looking Glass to Americans' Understanding of Quality
Information and Analysis is Category 4 in the 1997 criteria of the Malcolm Baldrige National Quality Award. As the fourth of seven installments on the Baldrige criteria, this article describes the linking role of information and analysis. This...
The Criteria: A Looking Glass to Americans' Understanding of Quality
Customer and Market Focus is Category 3 in the 1997 criteria of the Malcolm Baldrige National Quality Award. As the third of seven installments on the Baldrige criteria, this article describes the evolution of Category 3 and the need to understand...
The Baldrige Award: One Step in Xerox's Quest for Excellence
An assessment report of 51 recommendations has driven recent improvement efforts at Xerox. The recommendations emerged from the Malcolm Baldrige National Quality Award process. Xerox won the Award in 1989. The recommendations have led, for example,...
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...
Using the Baldrige Award Criteria in College Classrooms
Customer focus and continual improvement are applicable to higher education. Support for such concepts comes from education-adapted Malcolm Baldrige National Quality Award criteria. Distractions to using these criteria in colleges and universities...
Research for the Next Generation of Quality
In this, the first far- reaching study of quality practices undertaken in the concrete pipe industry, a research team from the University of Arkansas that includes principal investigator John E. Delery and co- investigators Kevin D. Hall, G. Douglas Jenk...
The Next Generation of School Reform
School restructuring in Georgia is founded on total quality management (TQM). The Next Generation School Project (NGSP) reforms schools from within. W. Edwards Deming's 14 points are the basis for NGSP's ten-point template, which includes: community...
Quality, the Future, and You
The American Society for Quality Control (ASQC) Futures Team recommends that now is the time for ASQC, quality professionals, and all organizations to prepare for rapid change. The 17-person team identified nine key forces and developed four scenarios...
Rethinking Traditional Quality Assurance
Quality professionals should support the transition of business from mass production and traditional services to mass customization and niche services. They should find new roles that accept quality as a value rather than a department. The profession...
Seven Ways to Make Money from ISO 9000
There are bottom-line benefits to preparing for ISO 9000 registration. Tools for these money-making opportunities include information for increasing organizational efficiency and for understanding and subsequently improving processes. Improvements in...
And the Award Goes To. . .
State quality awards and other programs increase the interest of schools and colleges in quality principles and tools. Twenty-four states, as of 1995, accept applications from educational institutions for quality awards based on the Malcolm Baldrige...
The Bossless Performance Review
78 Quality Progress/ June 1996 The Assessed Behaviors Leader of prayer In the role of preacher, the pastor: � Is challenging in preaching � Is effective in delivery � Chooses themes and subjects that are relevant and timely In the role of spiritual guide...
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...
Xerox 2000: From Survival to Opportunity
At Xerox, a new Management Model and a Managing for Results process are helping to transform its Leadership Through Quality program into the Xerox 2000 Leadership Through Quality program. The updated initiative integrates the organization's many...
The Zealots and the Old Guard
Fundamental changes to the content and process of undergraduate engineering education are occurring at Arizona State University and a consortium of six other institutions. The changes come about because traditional graduates enter the workplace with...
The Continuing Quest for Excellence
Panel member Patrick Mene, vice president of quality, Ritz- Carlton Hotel Company, a 1992 Baldrige Award winner, said, " Even after receiving the Baldrige Award, the examiners' feedback and the criteria have played major roles in cutting cycle time by 50...
Quality Progress 1995 Report to Our Readers
A Malcolm Baldrige National Quality Award self-assessment in 1995 at Quality Progress led to quality improvement lists for three ASQC (American Society for Quality Control) units. The advertising sales staff aimed for improvements in: strategic...
Quality Quest: One Company's Successful Attempt at Implementing TQM
The facilitator training was an intense four- day program focusing on the following: � Quality, including Crosby's four absolutes and 14 steps ( day 1) � The customer- supplier process and the facilitator's role in it ( day 1) � Problem- solving methodol...
Quality and Business Practices: Essential Ingredients for Success
Integrating quality improvement into daily operations is the philosophy of Merix Corporation. The firm won the 1994 Oregon Quality Governor's Award and received a 1994 Malcolm Baldrige National Quality Award (MBNQA) site visit. Elements of its...
Overcoming the Real Issues of Implementation
Total quality management (TQM) initiatives encounter problems of language, measurement, focus, infrastructure, time, and cultural change. The language of TQM implementation at GEC Plessey Semiconductors (GPS) emphasizes customers, teamwork, and...
How Do People Use the Baldrige Award Criteria?
The Malcolm Baldrige National Award Quality Award is useful, even to the many companies that have not applied for the Award. Only 546 companies have applied, and yet about 1 million copies of the Baldrige criteria have been distributed. A Quality...
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 U. S. Semiconductor Industry's Wild Ride
SEMATECH (SEmiconductor MAnufacturing TECHnology) has improved its industry's research and development activities and its supplier infrastructure. This consortium of U. S. semiconductor manufacturers was established in 1987 to revive an industry whose...
Transformations to Quality Organizations: 1994-95 Awardees
Sixteen grants from the National Science Foundation will support research based on the criteria of the Malcolm Baldrige National Quality Award. For 1994-95, these Transformations to Quality Organizations awards total $2.6 million. They rely on...
Total Quality Forum VI Speakers Focus on Change
Education for change and diversity can lead to quality improvements. So said the speakers at Total Quality Forum VI. Some were concerned that slow rates of educational improvement in the U. S. have caused the country to become less competitive in the...
The Dual Role of AT&T's Self-Assessment Process
Evaluations of business performance allow units of a company to share strengths and opportunities for improvement. Eighty percent of the organizations within AT&T have used the Chairman's Quality Award (CQA) to assess each other. Based on the Malcolm...
