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Performing a Short-Term MSA Study
Steven Ouellette
In the past couple of articles, we have been having fun together testing whether a measurement device is usable for the crazy purpose of determining if we are actually making product in or out of specification. Last month, we performed a measurement systems analysis (MSA) “potential study” using a…
Is Anybody Listening?
A new book from the Advertising Research Foundation (ARF) bemoans, at least in part, marketers’ continued reliance on traditional consumer surveys (termed “asking”) in spite of the ready abundance of relatively inexpensive consumer buzz tracking (called “listening”). Written by Steve Rappaport,…
Flexing Its Muscle: Why Manufacturing Is Bouncing Back
Knowledge at Wharton
Is the manufacturing sector getting more respect? Although it represents a declining share of the U.S. economy, signs of a manufacturing rebound in the nation and around the world seem to be another indication that the global recession is coming to an end. At the same time, the near-collapse of…
Understanding Variation
Barbara A. Cleary
What is known as “point mentality” is a knee-jerk response to what appears to be a problem. We may learn this when we take our child’s temperature and find that it’s high; we are inclined to do something right away—give ibuprofen, orange juice, and bed rest—rather than waiting to see if this is a…
3-D Measurement of Large Wind Turbine Hubs
FARO
The U.S. Department of Energy (DOE) has set a goal of obtaining at least 5 percent of U.S. electricity needs from wind power by the year 2020. This means that the demand for “green energy,” such as wind power, is growing. One company that has taken full advantage of wind power’s exploding growth…
The Truth About Sales and Quality
Miriam Boudreaux
When a quality management system (QMS) is implemented, results are evident immediately: reduction in warranty cost, reduction in rework, reduction in scrap, higher profit margins, etc. Would you agree that ISO  9001 and other quality initiatives such as lean, Six Sigma, and 5S can significantly…
The Hidden Costs and Dangers of the Shortcut
Michelle LaBrosse
We live in a world where we are often pressured to take shortcuts to save time and cut costs as much as possible. However, the wrong shortcut could end up costing a lot more. Here’s an anecdote to think about: Let’s say you are running a project and the goal is to upgrade a road to a remote…
TL 9000 and Risk Management
Jennifer Simcox
One of the key additions to the R5 version of the telecommunications quality management system standard, TL 9000, is the addition of a risk management requirement. While the requirement is only a single sentence, it is followed by a bulleted note that adds guidance as to the intent. Managing risks…
Assess How You Are as a Manager
Denis Leonard
So much is written in the field of business and management about leadership, strategy, dynamic change, Six Sigma, and improving our skills and abilities. But let’s face facts—in the majority of cases we by no means measure up to these levels of achievement. Do you ever read these books and journal…
3-D scanning Technology Answers Forensics Questions
GKS Global Services
        Litigating in the aftermath of accidents is big business in the United States today. The costs of the lawsuit system are estimated to be several billion dollars a year. With such large sums of money riding on the outcomes of lawsuits every year, tools are…
Toyota: There Are Always Limits to Growth
Stewart Anderson
The latest Toyota recall, announced just last week, has sent analysts and pundits alike scurrying for explanations about what is wrong with one of the world’s largest automakers. The recall, ostensibly for sticking accelerator pedals, affects some 2.3 million vehicles in Canada and the United…
3-D Scans of Matisse Sculptures Reveals Artist’s Methods
Michael Raphael
3-D digitizing technologies have been utilized in the industrial world for the last 20 years but are increasingly used in many other fields. One of the exciting, but unanticipated, uses of 3-D measurement tools has been their adoption by museums for sculpture conservation, research, and…
Building Trust and Customer Loyalty
At a time when the world banking system is still fragile and most global companies are cutting costs in customer service, one UK company is investing seriously in its customers. In an article that appeared in the Times on Jan. 16, in London, Andrew Higgins, CEO of Tesco Personal Finance,…
Former Toyota Quality Manager’s Thoughts on Historic Recall
Jon Miller
Editor's note: At the time this interview was published by Gemba Research LLC, Toyota hadn't announced a fix to the sticky accelerator issue that caused the company to recall approximately 2.3 million select vehicles. On Feb. 1, the company announced that its engineers have developed a solution…
ISO 9004:2009 Is Out and It Sure Looks Different
Denise Robitaille
The new revision to ISO 9004 came off the press in the last quarter of 2009. It is significantly different from its predecessor. ISO 9004:2009 embodies the quality management principle relating to continual improvement. The technical experts made bold strides in their quest to address market…
AS9100:2009: Managing Risk in Manufacturing
Stephen J. Marshall
Printed circuite board (PCB) manufacturing is moving rapidly up the technology ladder. Keeping internal processes current (and compliant) with new requirements, without disrupting existing customer demands, presents ongoing risks. To minimize potential failures, it is necessary to identify and…
Just Wondering
Bill Kalmar
Every now and then I like to relax in my comfortable Lazy Boy chair and contemplate what’s going on in the world and how it affects my life. Being retired gives people that option. Obviously it is beyond me to change any of the following thoughts, but perhaps there is someone reading this who has…
Individual Charts Done Right and Wrong
Donald J. Wheeler
In my column of Jan. 7, “The Right and Wrong Ways of Computing Limits,” I looked at the problems in computing limits for average charts. This column will consider the right and wrong ways of computing limits for charts for individual values. As before, a data set will be given that you can use to…
Will Toyota’s Recall Severely Impact Customer Satisfaction?
Raissa Carey
As in any good relationship, open communication is vital and Toyota Motor Corp., which recently suspended production and sales of eight models suspected of having sticky accelerator pedal problems, now has the perfect chance to show the world how healthy a relationship it has with its customers…
We’re Teaching Future Leaders How to Fail
Tom Pyzdek
While we work to improve quality and efficiency, our leaders manage our organizations into oblivion. Literally. Something is terribly wrong. Leaders of major corporations in virtually all industries do things that cause them to, either accidentally or deliberately, destroy billions of dollars in…
Caring As a Leader
Denis Leonard
A key aspect of quality management is the importance we place on employees, i.e., valuing people. We spend a significant amount of time and money officially sending this message to our team, espousing this pillar of quality. Yet, while doing this, we often directly contradict this by sending a…
Seven Ways to Foster Positive Change in Health Care
Jane Martinsons
With or without health care reform, health care quality professionals know that change is already a new reality for U.S. health care, transforming the industry, their own organizations, and their professional roles on what seems a daily basis. “With all the changes that we’re facing in health…
Precise Pipetting Helps Set Standards for Molecular Diagnostics
Jennifer Sprance
The molecular diagnostics industry is a relatively new territory that offers much promise for early disease detection and personalized patient care. When analyzing samples at the molecular level, there are serious consequences for errors, and tests must be highly accurate and precise. For example…
The Quincunx as an Educational Tool
Steve Moore
The purpose of this article is to give you an appreciation of the Quincunx as an educational tool for teaching some of the theory behind the tools and concepts of so-called modern quality management. The Quincunx is often seen in the possession of organizations practicing in-house education of…
Practicing Preventive Management
Florence Stone
Problem solving can take up a lot of managerial time. So it makes sense for you to resolve problems before they develop, let alone grow to affect the bottom line. As a manager, you practice preventive management for just this reason. You understand how problems often can be identified in their…

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