Quality Progress - June 2014 - (Page 12)
Mr. Pareto Head
BY MIKE CROSSEN
WITH UTILITIES FALLS
Energy utilities failed to improve customer satisfaction for the first
time in eight years, according to a report released last month by the
American Customer Satisfaction Index (ACSI).
Following an unusually harsh winter, customer satisfaction with gas
and electric service providers was down 1.8% to an ACSI score of 76
on a 0 - 100 scale, ending a seven-year streak of consecutive gains for
"Unexpected higher cost tends to weaken customer satisfaction,
but it is not the sole problem facing energy providers and their customers," said Claes Fornell, ACSI chairman and founder. "Customers
not only paid more for energy this winter, but they also received less
For more information on the rating, visit http://tinyurl.com/l2cuyu2.
ASQ JOURNAL SPOTLIGHT
QP occasionally highlights an open-access article from one of ASQ's
seven other journals.
This month, read "Insights From the
Baldrige Award Item-Level Blinded Applicant
Scoring Data," which appeared in April's edition of Quality Management Journal (QMJ).
In the article, James R. Evans and Feng
Mai provide further evidence for the validity
of the theoretical Baldrige framework. To access the article, click on the "Current Issue"
link on QMJ's website: http://asq.org/pub/
V O L U M E
2 1 ,
I S S U E
Do Quality and Innovation Compete Against or Complement Each Other?
The Moderating Role of an Information Exchange Climate
QUALITY MANAGEMENT JOURNAL
Tali-hadasa Blank and Eitan Naveh
A Content Analysis of Research in Quality Management
and a Proposed Agenda for Future Research
James R. Evans, S. Thomas Foster, and Kevin Linderman
Insights From the Baldrige Award Item-Level Applicant Scoring Data
James R. Evans and Feng Mai
Does the Rationale for Implementing Quality Management Practices Matter?
Dongli Zhang, Kevin Linderman, and Roger G. Schroeder
Announcing Special Issue on Ramp-Up Management
12 QP * www.qualityprogress.com
SR REPORT ASQ has published its sixth issue of Pathways to Social Responsibility. The 2014 issue explores
how quality helps organizations integrate social responsibility (SR) into their business strategies. Eleven
international organizations are profiled in the issue.
Additional content includes articles on integrative SR,
ASQ's SR body of knowledge project and integration
guide, and a profile of the 2014 Spencer Hutchens
Medalist. For more details, visit www.thesro.org.
TRANSLATORS NEEDED ASQ Quality Press is looking
for members who can translate books, case studies
and articles from English to another language, as well
as reviewers to check the translations. Translators
and reviewers will be compensated for their work. If
you're interested, email Amber Boardman Martin of
ASQ Quality Press at email@example.com and include the
languages you are able to translate. Also indicate any
interest or expertise you have in quality, and include
your curriculum vitae or résumé.
ON-DEMAND PRESENTATIONS Three sessions from
May's ASQ World Conference on Quality and Improvement are available on demand for you to watch
from your computer, tablet or smartphone. Speakers
include Bob Pence, CEO of Freese and Nichols Inc.;
Alicia Boler-Davis, senior vice president, global quality
and customer experience at General Motors Co.; and
Simon T. Bailey, a leadership expert. Visit http://videos.
asq.org/on-demand-video-library for more details.
Table of Contents for the Digital Edition of Quality Progress - June 2014
Mr. Pareto Head
No Weak Links
Need for Speed
3.4 per Million
Quality in the First Person
2014 Software Showcase and Directory
Back to Basics
Quality Progress - June 2014