Patricia Morrill’s picture

By: Patricia Morrill

Do all employees in healthcare understand how their jobs link to patients in some way? If they do, then they are more likely to know the importance of service excellence.

American Customer Satisfaction Index ACSI’s picture

By: American Customer Satisfaction Index ACSI

Dirk Dusharme @ Quality Digest’s picture

By: Dirk Dusharme @ Quality Digest


Our Sept. 22, 2017, episode of QDL was decidely techie, covering artifical intelligence, the internet of things, Manufacturing Day, and a cool color-matching tool that uses your smart phone.

Manufacturing Day preview

Steven Brand’s picture

By: Steven Brand

Quality management in manufacturing significantly contributes to a manufacturer's brand and bottom line. However, persistent challenges to quality management continue to trouble small and medium-sized manufacturing companies alike. The issues, of course, vary depending on the existing management culture of the company.

Here are some issues on quality management in manufacturing that are getting in the way of increasing effectiveness:

GBMP’s picture

By: GBMP

American Rheinmetall Systems (ARS) LLC, formerly Vingtech, is located in Biddeford, Maine. Established in January 2007, as part of a Norwegian company that had received a supplier contract for the U.S. Army’s CROWS remote weapon station program, the company was acquired by the Rheinmetall Group in June 2010. In 2016, the company changed its name to American Rheinmetall Systems to better associate itself with its parent company in Germany, Rheinmetall Defence.

Peter Merrill’s picture

By: Peter Merrill

ISO 9001:2015 has significant structural changes that differentiate it from the previous standard. The new high-level structure is common to all ISO management system standards (i.e., quality, environmental,  IT security) and enables us to start looking at integration of these systems. There is a standard core text and structure and, important for ISO 9001, there is now the inclusion of services.

Sangeet Paul Choudary’s picture

By: Sangeet Paul Choudary

User-centric firms should identify and track the core actions that can make or break their businesses.

Traditionally, executives have used standard metrics, such as cash flow, inventory turns, and operating income, to get a broad sense of the health of their firm. However, the game has changed with the rise of digital business models centered on the user. New metrics need to be devised based on the core user actions that drive value creation in such models.

John Flaig’s picture

By: John Flaig

Story update 9/26/2017: The words "distribution of" were inadvertently left out of the last sentence of the second paragraph.

Some practitioners think that if data from a process have a “bell-shaped” histogram, then the system is experiencing only common cause variation (i.e., random variation). This is incorrect and reflects a fundamental misunderstanding about the relationship between distribution shape and the variation in a system. However, even knowledgeable people sometime make this mistake.

Joe Bollard’s picture

By: Joe Bollard

As of Sept. 14, 2018, ISO/TS 16949 certificates are longer valid, which means automotive suppliers must certify to the new version, IATF 16949. Transition audits are underway and will continue into next year, but many companies still have a long way to go to prepare.

Let’s look at some of the biggest challenges companies are facing, including new requirements that could trip you up and how to efficiently document compliance.

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