Don’t Waste Money on Extended WarrantiesA basic reliability engineering principle shows why extended warranties are a waste of money
Wed, 06/01/2011 - 13:18
Many appliance, big box, and other stores recommend the purchase of extended warranties to go with consumer electronics. They are available for automobiles as well, but they are rarely if ever cost effective. The bathtub curve (figure 1), a model… Affinity Diagrams Support Cause-and-Effect DiagramsEspecially in an electronic format
Mon, 05/16/2011 - 10:26
The cause-and-effect diagram is one of the seven basic quality improvement tools, and this article will illustrate its synergy with the affinity diagram. The article will then discuss how modern computer technology can enhance both techniques to… When the Bell Curve Doesn’t Fit, Part 2Few SPC textbooks address the non-normality issue in depth
Thu, 04/21/2011 - 05:30
The first part of this article illustrated the kinds of problems that can happen when data from non-normal processes are plotted on traditional control charts, and when traditional process capability assessments are applied to these data. This… When the Bell Curve Doesn’t Fit, Part 1Not all manufacturing processes follow the normal distribution
Tue, 04/19/2011 - 05:30
A normal distribution is far more common in statistical textbooks than it is in real-world processes, and untold grief results from the unquestioning assumption that all manufacturing processes follow the bell curve. The grief consists… Corrective Action Is the Only Acceptable ExcuseRecurrence of service failures makes it difficult to envision most airlines’ certification to ISO 9001
Thu, 03/10/2011 - 16:03
Last May I wrote in “Airline Companies Are Driving Customers Away” that the U.S. Military Academy allows cadets only four responses to questions as to whether a specific duty or responsibility was carried out: “Yes, sir,” “No, sir,” “I don’t… Customer Focus: A Goat in the Herd Is Worth Two in the Wild... or SomethingDon’t be shortsighted about cost accounting and customer relationships
Mon, 02/28/2011 - 05:00
A Google search of the phrase “new customers only” reveals more than 3 million web pages. Radio ads for what look like exceptional deals often include the modifier, “new customers only;” existing customers are not eligible. We therefore advise our… Six Sigma SoupSix Sigma works best when it works synergistically
Wed, 01/26/2011 - 07:55
Six Sigma has been credited with six- or even seven-figure returns in single projects, but it has not kept the manufacturing jobs of its principal exponents—Motorola, General Electric, and Maytag—in the United States. Henry Ford, on the other hand,… Airline Companies Are Driving Customers AwayWhen quality is poor, we should take flight and find another way.
Wed, 05/05/2010 - 07:30
The airline industry’s complete disregard for service quality and total contempt for its customers has changed little since Quality Digest columnist H. James Harrington called out American Airlines for diverting his luggage on an international… Treat Carbon as the Symptom, not the DiseaseReducing greenhouse gas emissions can be misleading.
Mon, 02/09/2009 - 14:02
Carbon dioxide emissions are symptomatic of energy consumption in manufacturing, especially in transportation. Therefore initiatives to reduce them often cut supply chain costs as well. However, the exaggerated focus on carbon emissions is… American Airlines’ FiascoAn inevitable result of its attitude toward quality
Mon, 03/19/2007 - 22:00
On December 29, 2006, passengers of American Airlines’ Flight 1348 were confined in a parked aircraft for eight hours. By this time, “The toilets on the American Airlines jet were overflowing. There was no water to be found and no food…
