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Craig Cochran
Training is profoundly strategic. It’s a process aimed at improving the single most important resource in the organization: people. Nothing affects customer loyalty more than the behaviors and competencies of employees.
Training is the most effective way to communicate the correct behaviors and…
A steel mill had a quality problem in the manufacture of cold-rolled steel for use in applications such as automobile hoods. Several hot-rolled coils were welded end-to-end to form a long continuous band. The band included the welds that were made to join the original coils together. Unfortunately…
Barbara A. Cleary
Donald Trump’s dramatic, “You’re fired!” on the reality show “The Apprentice” is just entertainment to most people. To teams of summer interns at PQ Systems Inc. in Dayton, Ohio, however, it meant a challenge for the ensuing work week. The young interns, faced with the tedious task of contacting…
Shellye Archambeau
"Quality is never an accident, it is always the result of an intelligent effort"—John Ruskin (1819-1900)
A manufacturing company had annual sales of $250 million. Its quality department calculated the total cost of repair, rework, scrap, service calls, warranty claims and write-offs from obsolete…
Robert Nix
My first experience with the word “culture” comes from my high school science class. We grew a living organism on a nutrient base, which the teacher called a culture. The girls in class described it using the medical term, “Eeewwwww!” Years later, in the business world, I find top…
Philip Crosby Associates
Ask employees at any financial institution to pick two words to describe a typical core system conversion, and "major headache" is likely the nicest description you’ll hear. Ask that question at $1 billion South Carolina Federal Credit Union, North Charleston, South Carolina, and prepare to hand…
Craig Cochran
Editor’s story update 6/15/2017: This article was originally published on our site in 2004. Although it references ISO 9001:2000 rather than the current version of the quality management standard, Cochran’s 10 questions remain useful for organizations preparing for an audit.
All experienced…
