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The corner drug store isn’t currently affected by many drug shortages; instead, the pain is being inflicted on a vulnerable group of patients in hospitals today. The U.S. Food and Drug Administration (FDA) “officially” list the shortage of drug products as less than 200; however, the pharma…
‘Would you care to participate in a quick survey to help us serve you better?” I suppose many people enjoy filling out surveys—their chance to sound off and all that. Personally, it’s not my favorite part of any transaction. Ford’s recent Customer Clinic in Irvine, California, though, was a…
His name is Danny, and he owns “Danny’s Fashion Shoppe, bespoke tailors, Hong Kong.” His store is tiny, tucked into one of the many arcades that line Kowloon’s streets. The walls are stacked high with bolts of cloth, interrupted three or four times by mirrors.
I used to get my suits made there.…
(PQ Systems: Dayton, OH) -- The Ohio Academy of Science has named Hanen Alkhafaji, a PQ Systems software development team member, as one of 58 Ohio’s “Believe in Ohio” STEM Exemplars. She was one of only two Daytonians named.
Exemplars are named for their science, technology, engineering, and…
As a writer for the Baldrige Program, I have a lot of fun learning about how various people and organizations use the Baldrige Excellence Framework to guide, focus, and improve their operations.
I recently had the pleasure of conversing with Shannon Block, the president and CEO of the Denver Zoo…
Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth, you must first know what that means.
So, like I usually like to do, I'll start by defining the concept.
BusinessDictionary.com defines…
(HEIDENHAIN: Schaumburg, IL) -- HEIDENHAIN’s RENCO brand of encoders are well-suited and available for use within a variety of mobile robot applications. Specifically, the modular RENCO R35i and RCML15 rotary encoders (new brochure available) have proven to be essential for motion and speed…
What lasts longer, an expensive motivational speaker or a cup of espresso? It’s about the same, but the espresso provides a much better return on investment. You see, from a behavioral standpoint, you can’t motivate me, and I can’t motivate you. However, people can and do motivate themselves, and…
The recently released final draft of the ISO 9001:2015 standard for quality management systems has now been voted on by members of both the ISO and CEN standards bodies. The latest version still targets the same goal—to help organizations improve overall performance—while addressing the profound…
FDA will be taking applications starting Sept 1, 2015, looking for makers of class I and suitable class II medical devices to participate in a pilot program to file malfunction reports in summary form quarterly. Get on the stick, though, if you are interested: there are only nine slots.
Under FDA…
Story update 9/8/2015: There was an error in the data set for columns "Skew" and "Kurt" in figure 7. The error has been corrected.
Clear thinking and simplicity of analysis require concise, clear, and correct notions about probability models and how to use them. Last month in part one we looked…
Car buyer satisfaction is down for a third straight year as prices rise and recalls continue, according to new data from the American Customer Satisfaction Index (ACSI). Customer satisfaction with automobiles falls 3.7 percent to 79 on ACSI’s 100-point scale.
“While it’s true that all cars are…
Manufacturers know the high cost of defects—the direct and indirect costs of manufacturing the recalled items, the cost to restock, the unquantifiable loss of consumers, and (at times) the need for a publicity campaign to rebuild product confidence and brand reputation. These costs provide a…
From as far back as my days in brand management, I have held a deep affection for strategy. This might have something to do with the fact that I can be stubborn. Good strategists are also stubborn, even pigheaded. Why is that?
Because without strategic stubbornness, the hard barrier lines that…
The European Cooperation for Accreditation (EA), an association of national accreditation bodies in Europe, has implemented the accreditation requirements of the International Accreditation Forum (IAF) and has signed up for the IAF Multilateral Recognition Arrangement (MLA) extension to cover ISO…
(Marposs: Auburn Hills, MI) -- Marposs Corp. will introduce its new iWave2 wireless manual gauge at the Quality Show, in booth No. 619.
The innovative iWave2 gauge features a durable, ergonomically designed handle with a rechargeable Li-ion battery that incorporates a computer with a 1.8-in. TFT…
A few years ago, a friend of mine returned from visiting her family in Greece. Knowing that I loved to try new wines, she brought me a bottle that she said was her parents’ favorite. She told me it was called retsina.
It was a white wine and I was anxious to try it. After letting it chill, I…
(inTEST Thermal Solutions: Mansfield, MA) -- An environmentally friendly series of Temptronic ThermoStream temperature forcing systems that use one-third less energy with very low audible noise has been introduced by inTEST Thermal Solutions. The ECO Series temperature test systems operate on a…
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Has your business ever dealt with a bottleneck caused by your inability to check parts quickly? Have you ever missed a shipment deadline because your coordinate measuring machine (CMM) couldn’t measure a production batch in a timely manner? Could you manufacture more parts if you…
You’ve heard of Bam Bam, Duran Duran, Zsa Zsa, so-so, tutu, and Reverend Tutu. And now we have... Gemba Gemba! But what is Gemba Gemba?
Quite simply, Gemba Gemba means going to the gemba for the purpose of observing others going to the gemba to ask, teach, learn, coach, and challenge. In this way…
(Fowler: Newton, MA) --Fowler High Precision, a leading supplier of high-quality inspection, leveling, control, and calibration equipment, has introduced the zCAT, the world’s first truly portable direct computer control coordinate measuring machine (DCC CMM). Weighing only 30 lbs., the zCAT is…
(Hexagon Metrology: North Kingstown, RI) -- Hexagon Metrology has announced that registration is now open at hxgnlive.com for the Metrology/Manufacturing track at the forthcoming HxGN LIVE event being held at the Asia World Expo, Nov. 18–20, 2015, in Hong Kong. HxGN LIVE is Hexagon’s international…
Customers want more value from you as a supplier. They want it with shorter lead times. They want your innovation in the product, and they don’t want to pay for any of it.
I often hear the declaration, “We can’t reduce costs anymore!” from manufacturers (similar statements come from other…
My last article took a look at the new Clause 7.1.6 in ISO 9001:2015, which concerns organizational knowledge and its management. The article also introduced the strategic knowledge management framework. A detailed explanation of each of the framework’s eight elements is given here.
Element 1:…
A newly released study comparing 34 U.S. healthcare organizations that received the Baldrige National Quality Award with their 153 geographically closest competitors found that the Baldrige Award recipients matched or exceeded their competitors’ measures of healthcare quality and outperformed them…
