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NIST
(NIST: Gaithersburg, MD) -- Life may be as unpredictable as a box of chocolates, but ideally, you always know what you’re going to get from a quantum dot. A quantum dot should produce one, and only one, photon—the smallest constituent of light—each time it is energized. This characteristic makes…
Mike Richman
Of all the tools in the lean toolkit, 5S is the one that has proven to be the most effective—and also the most elusive. It’s effective because the actions needed to sort, set in order, shine, standardize, and sustain mirror the deeper, critically important philosophy of thinking about value, waste…
Matt Kelland
In part one of this article, we looked at ways automation can increase quality and output while saving manufacturers money. Part two considers the ways engineers are developing production systems to take advantage of automation, which requires a different mindset than traditional mechanical…
Carlos Venegas, Gaurav Tamta
Quality goes beyond the purview of the quality professional. Quality, it has been said, is everybody’s business, but too many outside this discipline see it as something dry, bland, and boring—and perhaps for good reason.
For example, one of the authors of this article had the painful, all-too-…
In today’s hyper-competitive global economy, talent is often your most valuable weapon. If you’re like most business leaders, you’re not above engaging in a little employee-poaching to improve your position. After all, if you can entice an MVP from another company to enlist in your ranks, you’ll…
Matt Kelland
In the world’s largest ketchup processing plant, a robot fires a continuous stream of freshly picked tomatoes across the factory floor using compressed air. A plethora of cameras make minute observations of every tomato as it flies by, checking for ripeness and damage. As soon as a defective…
Patrick Stone
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…
Ryan E. Day
‘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…
Jack Dunigan
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.…
Dawn Bailey
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…
Annette Franz
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…
Kelly Graves
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…
Mika Javanainen
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…
Donald J. Wheeler
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…
American Customer Satisfaction Index ACSI
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…
Maxine Attong
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…
John Bell
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…
Grant Ramaley
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…
The Un-Comfort Zone With Robert Wilson
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…
Alex Lucas
Sponsored Content
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…
Mike Micklewright
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…
Jason Furness
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…
Arun Hariharan
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:…
NIST
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…
Bob Emiliani
As both a participant and witness to the practice of lean management in higher education, I’d like to point out methodological errors in relation to how lean is practiced in industry.
People in industry who practice lean management correctly provide us with a standard to which we can compare the…
