newsdigest

by Dirk Dusharme and Alexander Karolyi
ANSI and RAB Renew Talks
RAB Elects New Chairman of the Board
RAB Selects EMS Registrars
Can You Read This?
Big Three Task Force and ASQC Release QS-9000 Database
Applying the CE Marking Correctly
Focus Your Attention!
FREE ISO 9000 Software
Middle Managers: Sink or Swim
Quality In, Quality Out
Seven Companies Awarded Shingo Prize
RIT/USA TODAY Award Honors Top Companies


ANSI and RAB Renew Talks The American National Standards Institute and the Registrar Accreditation Board may finally be in agreement regarding joint accreditation of ISO 14000 registrars. The two organizations, which already run a joint accreditation program for ISO 9000, broke off negotiations concerning a similar partnership for ISO 14000 accreditation last October. Since then, each organization has been at work developing separate accreditation programs.

Prodded by U.S. industry, John Donaldson, vice president for conformity assessment at ANSI, and Joseph Dunbeck, CEO for the RAB, recently renewed talks for a joint program.

"There is intense pressure for ANSI and RAB to either agree or to agree to disagree so that we can each get on with our activities," explains Dunbeck. "U.S. industry wants to have a U.S. program, and they want there to be just one. But if there isn't one, they at least want there to be a U.S. program-now."

U.S. industry is justifiably concerned, says Dunbeck. They are caught in an irony, where the aim of ISO 9000 and ISO 14000 standards-promoting international trade-is subverted by the confusion of having two accreditation bodies, he explains.

"It's an issue of credibility," observes Randy Daugharthy of Bureau Veritas Quality International, which is accredited by UKAS and RvA to perform both ISO 9000 and ISO 14000 registration. "Everywhere else in the world, they are combining accreditation into one body. Now all of a sudden the registrars and the companies around the United States are wondering: 'Which way are we going to go? Which one is more credible than the other?' "

Time is running out, says Donaldson. The ISO 14000 standards will probably be released before the end of the year, and a program needs to be in place before then.

"If this is going to work, it has to work soon," stresses Donaldson. "If we don't get all the points ironed out, and we both begin operating programs, then the whole point of avoiding having two programs will have been lost."

Although both men are optimistic that an agreement can be reached, they continue to hedge their bets by allowing their organizations to continue work on separate accreditation programs.

If and when ANSI and RAB form a joint ISO 14000 accreditation program, it will be similar to the existing ISO 9000 program, says Donaldson.

"Each organization has its strengths," observes Donaldson. "The RAB has a track record of running the operational program, as in ISO 9000. When we're talking about the policy and strategic management level, we think we have more to offer. We prefer not to be in operational programs. RAB does it well."

RAB Elects New Chairman of the Board

The Registrar Accreditation Board recently elected John Knappen- berger as chairman of the board of directors. Knappenberger succeeds Robert W. Peach, who chose to step down after serving two terms as chairman. Peach will continue as an RAB board member.

Knappenberger takes the helm during a transition period for both the RAB and its board. To meet the needs of members involved in ISO 14000 registration, the board is reconstituting its membership to provide equal representation from stakeholders of quality management systems and environmental management systems. That effort at the board level reflects RAB's push to provide added value to RAB-accredited registrars by developing accreditation criteria for registrars who will also be involved in ISO 14000 registration.

Knappenberger is optimistic regarding the transition.

"I believe we can strengthen our quality-management activities while at the same time introduce credible, robust environmental-management-systems programs," he comments.

Knappenberger is vice president for quality and materials at Dura Automotive Systems Inc. in Rochester Hills, Michigan.

RAB Selects EMS Registrars

The RAB recently announced their selection of five registrars to participate in its pilot environmental management systems registrar accreditation program. The pilot, to test and refine a program designed to help U.S. companies earn ISO 14001 registration, will culminate in accreditation of the five registrars:
Advanced Waste Management Systems, Chattanooga, Tennessee
DNV Certification Inc., Houston
International Approval Services, Cleveland
KEMA Registered Quality, Chalfont, Pennsylvania
SGS International Certification Services, Rutherford, New Jersey

Can You Read This?

If your empowerment, team and productivity improvement efforts are floundering, part of the problem could be your employees' reading proficiency. Embarking on a reading improvement program was a critical step for quality improvement efforts at one Massachusetts medical-devices manufacturer.

In 1994, Deknatel was gearing up to teach employees team and problem-solving techniques. But because many employees had poor reading skills or spoke English as their second language, the company recognized the need for an intermediate step, says Sharon Schuerfeld, manager of employee relations at the Fall River plant.

"We realized that we had to bring up the skill level so that people were capable of doing Pareto charts, fishbone diagrams and analytical thinking," says Schuerfeld.

The goal was to achieve a 12th-grade or better reading level. To accomplish this, about 20 percent of Deknatel's 500 employees participated in literacy training supplied by Shelton, Washington-based Read Right Systems. The tutoring-based training quickly improved employee reading skills-about one grade level for every eight hours of tutoring.

Following that training, 10 cross-functional teams underwent a 20-week product-training, interpersonal-skills and problem-solving course, and applied those skills to 10 reengineering projects that will save the company $500,000 annually. Those results were directly attributable to the increased reading and comprehension skills, says Bob Pelletier, vice president of operations.

"Because we gave them the skills to read and understand and problem-solve, they were better able to recognize problems within a process," explains Pelletier. "They started challenging the process and actually removed steps because they understood it better."

Because Deknatel employees provided the tutoring, the results went much deeper than purely monetary, he adds.

"I was a tutor," says Pelletier. "And when you work with people, you build bonds with them that last. It has helped us to communicate better."

Big Three Task Force and ASQC Release QS-9000 Database

The Big Three automakers recently signed an agreement with the American Society for Quality Control to produce and oversee a QS-9000 database of certified suppliers.

The QS-9000 Worldwide Database Directory captures and tracks information on QS-9000-certified companies worldwide, including their names, mailing and Web-site addresses, QS-9000 scope statements and current registrars' names and issuing locations. The information also includes companies' certificate numbers, their certificate's issue and expiration dates, the accreditation bodies shown on the certificate, and the SIC and NACE codes covered. The database also contains a current list of QS-9000 accreditation bodies and qualified registrars.

The first issue of QS-9000 Worldwide Database Directory came out May 1 and is available on disk, via the Internet or in printed form. The database is updated monthly, except for the printed version, which will be updated quarterly beginning July 1.

The domestic price for non-ASQC members is $169 for the printed edition, $149 for diskette and $109 for Internet access (subscribers receive access passwords). ASQC members pay $10 less.

For more information, contact the ASQC at (800) 248-1946, (414) 272-8575 or fax (414) 272-1734.

Applying the CE Marking Correctly

Some companies are a little confused as to how they affix the CE marking to their product. Where does the mark go? Do you need a separate mark for each directive the product meets? Do you need a date next to the mark? Here are a few answers found in Council Directive 93/68/EEC.

CE marking can be placed anywhere on the apparatus, its packaging, instruction documents or guarantee certificate.

You don't need more than one CE marking on a product, even if more than one directive applies. However, placing a CE marking on your product means that your product complies with all applicable directives.

The need for a date depends on the directive. The EMC directive does not require a date. The machinery directive requires a "year of construction" under the CE marking. The low-voltage directive requires that the EU Declaration of Conformity contain the last two digits of the year in which the CE marking was affixed.

In all cases, CE marking must be visible, legible and indelible. For most directives, the marking must have a height of at least 5 mm.

Source: Technology International, (800) 810-9000, (804) 560-5334 or fax (804) 560-5342.

Focus Your Attention!

Today's successful leaders focus on the concerns and issues that have the most leverage. That is, the issues, questions and circumstances where personal impact produces the best results. The easiest way to become an effective leader is to learn to leverage and multiply your attention, according to an essay issued by onpurpose inc., a Brookline, New Hampshire-based consulting company.

Leveraging attention means seeking the activities that have a large result compared to the effort expended. A CEO of a Fortune 500 high-technology firm wanted the company to focus on quality and looked for a simple way to emphasize his commitment to quality. So he made a rule that quality be the first agenda item of every company meeting.

How much effort did he invest in this? Perhaps five minutes to think of the idea and change the agenda structure. What benefits did he reap? Repeated reminders about quality for everyone at the meeting. That is leveraging attention: five minutes of effort to get continuous reiteration of commitment to quality.

Often, leveraging attention calls for simple actions. The messages and actions that other people see, sense and respond to are what leverage your attention. It may be that leadership consists of investing your attention in the symbols, acts and messages that have the most leverage to influence people.

If you invest attention in turf wars and politics, then those around you will be concerned with building empires and win/lose situations. In contrast, if you invest in acknowledging successes and reiterating your goals, then people will be encouraged to focus on goals and successes.

Source: "Making the Workplace Work." Obtain a complimentary copy from onpurpose inc., telephone (800) 526-2245, fax (603) 672-8256, e-mail coach@onpurpose.com or visit http://www.onpurpose.com.

FREE ISO 9000 Software

In your quest for ISO 9000 training and documentation software, you might want to check out what Texas A&M University is offering for free.

The Department of Mechanical and Industrial Engineering at the Kingsville, Texas, campus has developed a computer-based decision support system called Q-DOC to aid organizations involved in quality system documentation and implementation.

The Windows-based software provides an on-line reference to summaries of ISO 9000 elements and specifications, an explanation of the levels of quality system documentation and a brief discussion of the requirements for each level of quality system documentation. It also includes examples of documentation, general implementation steps for ISO 9000, practical hints for implementing and documenting quality systems, a list of third-party registrars and other reference sources related to ISO 9000.

It's not a full-blown documentation system or training package, but for the price (free), it is definitely worth checking out.

Q-DOC is available from your local library via an interlibrary loan. Have your library contact the Texas A&M University­p;Kingsville library at (512) 593-3416. The document title is "An ISO 9000 Implementation Decision Support System" by Kambiz Farahmand.

Middle Managers: Sink or Swim

While middle managers may not disappear completely, their functions are changing, and successful survivors need to be comfortable with the ambiguities and uncertainties of the current work environment, according to a study released by The Conference Board. Since 1990, 72 percent of organizations have reduced their middle-management ranks, including companies with some work-force growth.

To survive, the ideal middle manager must wear many hats and possess skills not emphasized in the past, says the report. The expected proficiency level is higher, there is more need to understand broad business issues, and everyone must operate in a team environment. Concurrently, senior management must exemplify the new desired behaviors and communicate concepts effectively. It's no longer enough to focus solely on outcomes.

In order of frequency, the following is a list of objectives study respondents provided for trimming middle management:
Cut costs
Speed decision making
Cut bureaucracy
Reduce headcount
Eliminate layers
Decentralize decision making
Improve customer relations
Encourage team involvement
Improve internal communications

Source: "HR Executive Review: Redefining the Middle Manager" by Helen Axel, The Conference Board, Vol.2, No. 2, 1995.

Quality In, Quality Out

It has been argued that a commitment to quality in the work force starts with a commitment to quality in education. Here are just a few ideas put together by the students and staff of the Edina School District in Edina, Minnesota.

If Education Were Truly a Priority . . .
n we would restrict classroom size to three times the number of children a parent could sanely supervise at home, or 19, whichever was less.
We would not do a little tinkering here and a quick-fix there, and then stand back and call it reform.
Competition for A B C D F would give way to cooperation for S U C C E S S.
Parents, educators and lawmakers would be far less concerned with what is, and much more excited about what can be.
Rather than focus so much on what students are getting out of their education, greater attention would be placed on what they are putting in.
Many parents would discontinue the practice of viewing their child's education from the position of bystander.
National laboratories of education would be created in the United States-similar to the scientific laboratories of Los Alamos, Sandia and Lawrence Livermore-and equivalent material, financial and human effort would be dedicated to the pursuit of educational excellence.
Instead of burgers and beer, every third billboard and one out of five advertisements would highlight the importance of education.
Never, under any circumstances, would teaching be a lifetime position or a refuge from which one could not be dislodged, even for glaring incompetence.
Recognizing that there is much to be learned in school, as student and teacher, the president would spend at least one day a month there.

Source: tqm.list Internet site. Posted by education consultant Myron Tribus with permission from Edina School District Superintendent Kenneth Dragseth. Edited for length.

Seven Companies Awarded Shingo Prize

Utah State University has announced this year's winners of the Shingo Prize for Excellence in Manufacturing. Shingo prizes are awarded annually to manufacturing companies that demonstrate outstanding achievements in manufacturing processes, quality enhancement, productivity improvement and customer satisfaction.

This year's winners are:
Eaton-Yale Ltd., St. Thomas, Ontario, Canada. Drier receivers and accumulators for auto and truck air-conditioning.
Ford Motor Co., Cleveland Engine Plant 2, Brookpark, Ohio. Manufacturers of 2.5-liter and 3-liter Duratec high-performance engines.
Ford Electronics and Refrigeration Corp., North Penn Electronics facility, Lansdale, Pennsylvania. Best-in-class automotive electronics, including body electronics, powertrain and vehicle-control products.
Harris Farinon Division, San Antonio, Texas. Microwave communication systems and products.
Johnson Controls, FoaMech Plant, Georgetown, Kentucky. Polyurethane foam and metal seat assemblies for Toyota, Ford and Honda motor companies.
Johnson Controls, Orangeville Plant, Orangeville, Ontario, Canada. Supplier of just-in-time/just-in-sequence finished seat sets for Toyota and Chrysler.
Merix Corp., Forest Grove, Oregon. Electronic interconnect solution, including rigid circuit boards, flexible and rigid-flex circuits, and high-performance circuits and backplanes.

RIT/USA TODAY Award Honors Top Companies

The winners of the 1996 RIT/USA TODAY Quality Cup Competition were announced recently, with National Security Agency, Praxair Inc., Harris Methodist, US WEST Cellular and Evans Clary Co. sharing the spotlight.

Sponsored by the Rochester Institute of Technology and USA TODAY and now in its fifth year, the national competition recognizes teams that successfully implement extraordinary quality-management improvements in products and services offered by their companies.
Awards are given annually to three teams or individuals in the categories of: manufacturing, service, government, not-for-profit and small organizations with fewer than 500 employees. The judges-including industry quality experts and academics-base their selections on significant improvements to the quality of products and/or services in an organization by utilizing total quality management criteria.

The Quality Cup Competition differs from other quality awards that recognize and reward entire companies or divisions.

"This award honors the specific individuals who use personal initiative to improve quality in the workplace," explains Tom Curley, president and publisher of USA TODAY. "It honors high standards of quality, both at the team and individual level of an organization."