There is much confusion about the constructs of quality and customer satisfaction (Q/CS). “Quality is doing the right things right,” say some experts, but how can we be assured that a service provider is doing the right things? Here’s an example: “I recognize that the opera singer has a tremendous vocal range [high quality], but I hate opera [dissatisfaction].” In other words, if service providers are interested in quality as a means of achieving customer satisfaction, the cognitive model of quality is inadequate.

The most important requirement for actuating the improvement process of your management system is to have your full management team participating before the nonmanagement employees become involved in the process. Management must be totally dedicated and actively participating in the improvement process before and after it is presented to the employees. If the process is to work, management must set the standards.

Error-Proofing Oil-Cap Assembly

Two vision sensors are used at the station where caps are pressed onto the O-ring loaded on the assembly dial.

Don’t let the calculation scare you; it looks worse than it is.

Given the data in my June column, “Percentage Deceptiveness,” suppose I wanted to compare the performance of months 1-33 (survival rate of 98.6%) vs. months 34-51 (survival rate of 98.1%). I could use a p-chart analysis of means (ANOM), but because of only one decision being made, the three standard deviation limits would be very conservative.

Rooting for Analysis

Would somebody please ask Mike Micklewright to stop making sense (“Why Root Cause Analysis Sucks in the United States,” http://qualitydigest.com/IQedit/
QDarticle_text.lasso?articleid=12753 )? He’s at risk of exposing a vast cottage industry of what Deming called “hacks,” and that could have incredible repercussions thereunto.

Pick up any newspaper ([nüz´ pa p r], n. A roughly cylindrical, folded sheaf of paper imprinted with black marks, usually found in a moldering cobwebbed stack behind the hydrangeas), and you will most likely find a story of yet another print media group going through consolidation, layoffs, or just quietly passing on. McClatchy Co., which owns approximately 30 newspapers and just two years ago purchased Knight Ridder, recently announced that it was laying off 1,400 people.

Welcome to Quality Digest’s 2008 ISO Standards Software Directory. The software that these companies create or distribute will help you to achieve or maintain registration to various quality standards of the International Organization for Standardization (ISO).