All Features
American Customer Satisfaction Index ACSI
(ACSI: Ann Arbor, MI) -- Passenger satisfaction increased 2.9 percent for airlines, historically one of the lowest-scoring tracked categories, in the recent American Customer Satisfaction Index (ACSI) Travel Report 2015. Airlines reach an ACSI benchmark of 71 on a scale of 0 to 100 for 2015—…
John Keyser
Strong leadership and kindness are not mutually exclusive. In fact, they fit together effectively. The most successful leaders treat their team members with kindness. They realize that kindness is motivating. As Bob Kerrey has said, “Unexpected kindness is the most powerful, least costly, and most…
ASQ
(ASQ: Milwaukee, WI) -- The ASQ Inspection Division received a record number of applications for its scholarship in 2015 and it is pleased to announce that it has awarded $1,125 to both Timothy Spichiger of Granville, OH, and Haukio (Kevin) Yin of Thousand Oaks, CA, and it has also awarded $750 to…
Patrick Stone
The U.S. Food and Drug Administration (FDA) has a “Plain Jane” version of its Pharmaceuticals FY 2015 Action Plan. In this article, however, let’s look at some interesting wrinkles not necessarily contained in the document.
This “Plain Jane” action plan, taken straight from the document, reads as…
Matthew E. May
I am nothing if not a consumerist. Meaning, I am constantly impressing upon the companies with which I work the importance of a deep and empathic understanding of customers past, present, and future. This is especially true if a company is contemplating a strategic shift that entails repositioning…
Nicola Wilson
With quality the driving force behind innovation and operational improvements in the vast majority of organizations, it’s no surprise that every industry sector has embraced it, from manufacturing to the service. For some sectors, however, quality improvements can be the difference between life…
American National Standards Institute ANSI
(ANSI: Washington, DC) -- The American National Standards Institute (ANSI) is pleased to announce the redesign of its Standards Portal, an online resource and educational tool for global trade which provides answers to critical standards, conformance, market access, and trade-related questions…
Jack Dunigan
What is the real value of those who work for your company? For that matter, what is your real value?
As employers and/or potential employers, it’s our responsibility to evaluate those who work for us. It isn’t by chance that the term “evaluate” is used here, because evaluate means to form an idea…
Benjamin Mack
Suppliers play a major role in bringing products to market. This means that the product received from suppliers must be safe and of the highest possible quality, which is a must because stakeholders not only rely on their suppliers to help bring products to market—they also rely on them to help…
Bruno Scibilia
The Cp and Cpk are well-known capability indices commonly used to ensure that a process spread is as small as possible compared to the tolerance interval (Cp), or that it stays well within specifications (Cpk). Yet another type of capability index exists: the Cpm, which is much less known and used…
Jim Benson
Risk mitigation, risk assessment, risk management: We insure ourselves against risk, put buffers in our estimates to compensate for risk, and we make decisions based on risk. Or do we?
We think risk is a thing. It’s rarely a thing. Risk is part of the system we’re creating. It’s the variation,…
John Keyser
When I previously wrote about earning trust with co-workers, a friend, a true leader in the public policy field, called to suggest that a closely related and equally important subject is restoring corporate trust.
I immediately went to sit on my front porch and think about his observation. I…
Mahr Inc.
(Mahr Federal: Providence, RI) -- Mahr Federal has issued a new catalog in print, pdf and online editions, covering the full range of its dimensional metrology products and systems. The full-color print edition contains 612 pages, while the Mahr Digital Catalog is in an easily navigated digital…
Quality Transformation With David Schwinn
Let’s begin with yet another example of a lack of understanding of the Perversity Principle, this one from a recent The Times of India report.
“Authorities in India have reportedly arrested some 300 people and expelled 600 students in connection with a massive cheating scandal in the northeastern…
InnovMetric
(InnovMetric: Quebec, QC, Canada) -- InnovMetric Software Inc. is proud to announce that its annual 2015 release of the PolyWorks universal 3D metrology software platform is focused on enhancing measurement quality, repeatability, and productivity. Key new functionalities of PolyWorks 2015 include…
Perceptron Inc.
(Perceptron: Plymouth, MI) -- When Robert Howard formed Carolina Metrology in Duncan, South Carolina, he knew the level of core measuring capability that was required to compete as a contract dimensional metrology service. Howard has spent more than 15 years in the metrology, quality, and…
Mike Figliuolo
Erin joined your team about a year ago. She came in with many other candidates for a job opening, and she impressed you during the interview. She was far and away the best candidate.
She has lived up to the high expectations she set in her interviews. She reduced the time it takes to deliver her…
Christine Schaefer
During the recent leadership plenary of the Baldrige Program’s Quest for Excellence Conference, senior leaders of the 2014 Baldrige Award recipients shared their insights and lessons learned.
Scott McIntyre, the U.S. leader of PricewaterhouseCoopers’ (PwC) Public Sector Practice, said, “If we’re…
Phil Wiseman
All the technical journals are abuzz with the changes to ISO 9001:2015. One significant paradigm shift is to a risk-based management approach. Most companies already apply risk-based thinking in their planning process for organizational management. This article will take a narrowly focused…
Mark Troppe
Spring has always been my favorite time of year. The flowers are out again in full bloom, it’s time to plant the garden, and baseball season is here again. Go Nationals!
My absolute favorite thing to do is spring cleaning, which provides the perfect opportunity to address all of the chores punted…
Dianna Booher
Leaders who empower their team members get better results. They make faster decisions, have the ability to act, and create dramatically better experiences for customers. Read on to learn how you can empower your teams.
“Happy families are all alike; each unhappy family is unhappy in its own way…
(Dynapar: Gurnee, Illinois) -- Announced today and effective immediately, Dynapar is offering a free 30-day beta test trial to all interested and qualified parties, for its key product families of incremental and absolute encoders, with thousands of configurations available. According to North…
The Un-Comfort Zone With Robert Wilson
Years ago, while in a traveling sales job that I hated, I stopped at a gas station and used the restroom. Someone, annoyed by the wet floors, had scrawled above the urinal, “We aim to please. You aim too, please.”
It was a classic bit of latrinalia that I’d seen a dozen times before. Written…
Davis Balestracci
Welcome to baseball season! I always do a baseball-themed article around this time, and I found my topic after stumbling on this article recently: How accurate are umpires when calling balls and strikes?
From what I understand, since 2008, home plate umpires have been electronically monitored…
Michael Causey
Informed consent (IC) is more than getting a quick signature from a clinical trial participant, the FDA gently reminds industry in a new guidance addressing increasingly complicated electronic IC (eIC) issues. Issued almost simultaneously with Apple’s new ResearchKit tool, which promises faster,…