I was pleasantly surprised by the article "The Devil's in the Details" ("Last Word," Scott M. Paton, August 2005). There are a lot of conscientious people out there that do their jobs to the best of their ability (including myself) and take pride in their work and that of their co-workers. We appreciate the patience that our customers (internal and external) show us when we try to set things right.
--William Jackson, CQE
I look forward to your articles every month as they make me think about service and our ability to influence how it is performed. In relation to your comment about the dents, I feel that the person drying the car should have pointed them out to you. I was a prep man for an American Motors dealership in 1969, and our responsibility was to look over the vehicles. As you pointed out, hand drying is a great way to get a full review of a vehicle. We would hand-prep a car before delivery to a customer. The ability to put one's self in the position of a customer is important, but that seems to be a lost art today. I would like to see an article named "The Angel is in the Attention." Wouldn't that be a nice change of pace?
--Robert J. Causley
The article titled "Real Common Cause" (Davis Balestracci, August 2005) was very well written. It clearly demonstrated how stratifying data can help you see beyond the chart. I am teaching a Six Sigma class, and found the article to be so effective that I read it in class during our module on data analysis.
I was delighted to read the recent article, "Using Lean and Six Sigma in Project Management" (Derrell S. James, August 2005). I've been reading your magazine for many years and found this to be one of the most profound and true representations of how project management has evolved. I will quote this article for many years to come as I begin new projects with new team members. Thank you for a great piece of work.
H. James Harrington is clearly one of today's quality leaders. His most recent article ("Six Sigma: Quality's Viagra?" August 2005) hits another home run.