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Quality Digest
As China’s automotive suppliers rush to meet the demands of the world’s fastest-growing automotive market, an overcapacity problem already may be brewing, according to a new study written by Economist Corporate Network and released by the Automotive Industry Action Group and IBM Business…
Craig Cochran
Internal auditing is one of the most routine improvement tools available to organizations. In fact, it’s so ordinary that auditors sometimes forget the underlying principles of auditing. Auditors must be periodically reminded of these underlying truths or the entire audit process can begin to…
Ken Levine
Lean Six Sigma and other continuous improvement initiatives require effective teamwork, and effective teamwork requires good meetings. Ineffective meetings are the reason many organizations fail to improve continuously. Therefore, effective meeting management should be an integral and early part…
Bill Kalmar
You see and hear them everyday--signs and commercials heralding “Customer service is No.1,” “We treat you like family,” or “The customer is always right.” The other day I came across a particularly revealing motto: “We’re better than we used to be!” Whatever the slogan or motto is, people expect…
Craig Cochran
Customer focus doesn’t evolve on its own. It’s carefully cultivated over time through a variety of processes. At the forefront of this effort is leadership. The organization’s leadership has the primary responsibility of making every decision and every action based on customer focus.…
Russell T. Westcott
Early on you recognized the economic effect of shipping defective products to customers and/or providing inferior services. You countered this deficiency with elaborate inspection proceduresIn more recent times, you’ve focused on improving your organization’s processes and decreasing inspections.…
"Es ris!" (“It’s snapped!”) This apocalyptic line from Richard Wagner’s Götterdämmerung (Twilight of the Gods) referred to the thread of fate or destiny that the three Norns, or Fates, had woven since the dawn of time. This ill omen portended the opera’s inevitable tragic conclusion. This year’s…
Thomas R. Cutler
Many organizations are turning to outside operations-expense management companies due to the recognition of billing scrutiny as a key quality control and quality assurance issue. “When performing bill-auditing and rate-analysis services, many utilities in the United States have errors on at least…
Cheryl Ajluni
In today’s fast-paced electronics industry, original equipment manufacturers (OEMs) design, manufacture and service a broad range of products that include fuel cells, pacemakers and wireless devices. In addition to the technical challenges associated with designing such diverse and complex…
Thomas R. Cutler
In repetitive manufacturing, it’s possible to apply statistical process control (SPC) techniques to purchased components and manufacturing quality as well as scrap and yield. Statistical analysis is acceptable if a company mass-purchases or mass-manufactures the same product to the same standards…
Paul McNamara
Brutally competitive markets are driving companies to design, build and improve their products faster and at lower costs. Faced with this economic climate, companies are understandably intent on freeing up resources—capital, engineering time and even plant space—that can be reallocated to high-…
Joseph A. DeFeo
Once the transformations described in the first of this two-part series have occurred, all organizations should follow a roadmap to achieve and sustain major, organizationwide and beneficial change. The result is a series of separate, different types of breakthroughs in various functions and…
Joseph A. DeFeo
The challenges leaders face now are greater, increasingly complex and more difficult than ever before. Their response will decide the success or failure of their organizations in the future. The task is to achieve improved and sustainable results in the face of accelerating and unprecedented…
Craig Cochran
Training is profoundly strategic. It’s a process aimed at improving the single most important resource in the organization: people. Nothing affects customer loyalty more than the behaviors and competencies of employees.
Training is the most effective way to communicate the correct behaviors and…
A steel mill had a quality problem in the manufacture of cold-rolled steel for use in applications such as automobile hoods. Several hot-rolled coils were welded end-to-end to form a long continuous band. The band included the welds that were made to join the original coils together. Unfortunately…
Barbara A. Cleary
Donald Trump’s dramatic, “You’re fired!” on the reality show “The Apprentice” is just entertainment to most people. To teams of summer interns at PQ Systems Inc. in Dayton, Ohio, however, it meant a challenge for the ensuing work week. The young interns, faced with the tedious task of contacting…
Shellye Archambeau
"Quality is never an accident, it is always the result of an intelligent effort"—John Ruskin (1819-1900)
A manufacturing company had annual sales of $250 million. Its quality department calculated the total cost of repair, rework, scrap, service calls, warranty claims and write-offs from obsolete…
Robert Nix
My first experience with the word “culture” comes from my high school science class. We grew a living organism on a nutrient base, which the teacher called a culture. The girls in class described it using the medical term, “Eeewwwww!” Years later, in the business world, I find top…
Philip Crosby Associates
Ask employees at any financial institution to pick two words to describe a typical core system conversion, and "major headache" is likely the nicest description you’ll hear. Ask that question at $1 billion South Carolina Federal Credit Union, North Charleston, South Carolina, and prepare to hand…
Craig Cochran
Editor’s story update 6/15/2017: This article was originally published on our site in 2004. Although it references ISO 9001:2000 rather than the current version of the quality management standard, Cochran’s 10 questions remain useful for organizations preparing for an audit.
All experienced…
