Quality Progress - June 2014 - (Page 12)

KEEPINGCURRENT Mr. Pareto Head BY MIKE CROSSEN ACSI INDEX CUSTOMER SATISFACTION 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 the sector. "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 reliable service." For more information on the rating, visit http://tinyurl.com/l2cuyu2. ASQ JOURNAL SPOTLIGHT 21 2 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/ qmj/past/vol21_issue2/index.html. Quality Management Journal V O L U M E 2 1 , I S S U E 2 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 2014 www.asq.org 12 QP * www.qualityprogress.com ASQNEWS 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 amartin@asq.org 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. http://www.thesro.org http://www.tinyurl.com/l2cuyu2 http://videos http://asq.org/pub/qmj/past/vol21_issue2/index.html http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - June 2014

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
No Weak Links
Need for Speed
Solid Base
Insurance Policy
3.4 per Million
Quality in the First Person
Career Corner
Statistics Roundtable
2014 Software Showcase and Directory
QP Toolbox
QP Reviews
Back to Basics

Quality Progress - June 2014

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