All Features
American Customer Satisfaction Index ACSI
Customer satisfaction with retail is down for the first time in four years, according to a report released by the American Customer Satisfaction Index (ACSI). All brick-and-mortar retail categories show weakening or flat customer satisfaction for the final quarter of 2014. Only Internet retail is…
Annette Franz
Have you ever wondered why customers say they buy your products based on price—and then in the end, they also stop buying because of price?
What’s that phenomenon all about?
In a nutshell, the answer lies in the value received: • for the price paid • relative to the competition or to alternative…
Robert Miller
Principle: “Embrace scientific thinking.”
On first glance this seems like a strange thing to say. How does one “embrace” scientific thinking? Furthermore, why would they? To answer these questions let’s first remind ourselves that innovation and improvement are the consequence of repeated cycles…
Arun Hariharan
Ask employees what is most important to their company and its CEO and they’ll commonly claim it’s the functions that are reported directly to the CEO. However, from my interactions, it seems undeniable that the organization chart plays a significant role in revealing what is important to the…
Jeff Mazik
No matter how good your written policies are, or how clean a facility you operate, or how successful you are in the marketplace, it can all fall apart without a strong handle on your organization’s training needs and ability to effectively manage a training program.
Ensuring that your staff is…
Quality Transformation With David Schwinn
‘From laughing tots in Haitian preschools to inner-city gang members to top executives in global corporations, people everywhere are gathering in circles. These circles are generating trusting relationships among people with long histories of antagonism; promoting healing among people suffering…
Matthew Barsalou
A list of quality gurus can range from just a few individuals to 50 or more. Several people make it onto most lists: W. Edwards Deming, Joseph Juran, Armand Feigenbaum, Phil Crosby, and Walter Shewhart, all from the United States; and Japanese quality practitioners Karou Ishikawa and Genichi…
Jeffrey Phillips
During the last five years or so I’ve been asked many, many times for my opinion about corporate innovation. Why is there so much demand for corporate innovation, yet so little practical result?
One could stipulate a number of reasons, including: • Lack of time or bandwidth • Focus on efficiency…
Carrie Van Daele
My phone wasn’t working, so I got in touch with my phone-line provider. Two technicians came to my house expecting to fix my line, but they worked for more than an hour until they admitted they had no idea how to correct the problem. These technicians were maybe 25 years old. I heard one of them…
Taran March @ Quality Digest
Lately the momentum to outdistance a nagging sense of being left behind has accelerated for businesses. So many predictions about the digital workplace come tinged with a sense of urgency that it’s hard not to feel chivvied by time and circumstance. No matter that the future of doing business is…
Paula Oddy, Jeffrey Eves
In the years since ISO 9001 and ISO 14001 were first published, many organizations have followed the models of these standards in designing their own management systems. However, many of those systems haven’t been utilized to effectively manage risk. Many have been minimally developed to meet…
Patrick Beauchemin
There are several methods for inspecting laser-drilled and electrical discharge machined cooling holes on aircraft engine turbine blades, vanes, nozzles, heat shields, and other similar parts. These holes are essential features of the cooling systems that protect critical components against the…
Dan Nelson
The game of billiards offers a useful analogy to explain risk-based thinking and “risk to quality” (i.e., the risk to achieving quality objectives). Like any game, billiards involves navigating risk. Survival in an open global marketplace, like billiards, is also a game of risk.
The association…
Michelle LaBrosse
In their 2009 study, “Managing Cross-Cultural Differences,” Frank Anbari and his collaborators looked at different project management (PM) practices across the globe and noted that project managers in the United States, the United Kingdom, and Australia ranked as the most “individualistic” in…
Steve Moore
A rough draft of this column had been sitting in the “drafts” folder on my computer for several weeks. Rip Stauffer’s recent commentary, “Is Six Sigma Dead?” prompted me to dust it off and finish it.
In my not-so-humble opinion, Six Sigma is not dead but “management commitment” sure is—or maybe…
Clara Asmail
Additive manufacturing (AM), or 3D printing, provides cost-effective solutions to vexing industrial problems. The series of tests and evaluations against requirements can often be thought of as experiments. Those experiments could be considered R&D from the point of view of tax law. Wait. What…
Jennifer Hart Yim
With supply-chain industry leaders lamenting a growing talent gap, tapping the millennial generation may be key to filling that gap. But how, exactly? A closer look at the generational characteristics emerging from the influence of digital technology and pervasive interconnectedness allows us to…
Davis Balestracci
I have evolved to using fewer, simpler tools in my consulting and have never been more effective, as I commented upon in my last column. It made me ponder the relevance of much of what I learned in my master’s statistics program. Thinking of the most basic concepts, I decided to look up what the…
Mike Richman
The life of a man, especially a man like Quality Digest founder Don Dewar, is punctuated by a series of events that shape not only him, but those he touches as he moves through his life.
From his birth in Canada in 1928, to his emigration to the United States in his early twenties, through his…
Brenda Percy
When it comes to choosing quality management system (QMS) software for your organization, there is much to consider. Every QMS has nuances that may cause you to wonder what software will provide the most value and prove to be truly effective. Keep in mind there are basic quality management…
Nikon Metrology Inc.
Kiekert AG, the global leader for automobile door lock systems, now uses digital cross scanners by Nikon Metrology to test the positions and dimensions of sealing lips on door and rear compartment locks. Tactile inspection methods are unable to correctly measure these touch-sensitive and complex…
Masashi Sato
In the manufacturing industry, it is ideal to ensure high manufacturing accuracy without the need for inspection. In fact, however, the inspection and the measurement processes are performed for various reasons, such as to secure the product traceability, to visualize the quality of production,…
GE has introduced a metrology package for highly efficient, extremely precise 3D metrology performed with computed tomography (CT). The company states the enormous efficiency benefits, the use of industrial CT for nondestructive failure and structure analysis, and 3D metrology (especially for…
Annette Franz
I kicked off 2015 in a big way. Isn’t that what a new year is all about? Every year is a new year to get it right—on a personal or professional level and on an organizational improvement level, i.e., employee and customer experience.
For me it was about elevating my customer-experience thinking…
The purpose of this article is to point out a problem when using percentages for subgroups over time, or for members in a larger group, where the size of the denominator varies and probabilities are being estimated. Also to introduce a solution: adjusted p-chart scores (APC), a new way to score or…
