Quality Progress - December 2013 - (Page 17)
Mr. Pareto Head
By Mike Crossen
gLoBAL StAte oF QuALitY reSeArcH
REPORT PUTS THE
ON THE 'QUSTOMER'
A balance between quality and customer engagement is
needed to increase the value of products and services
organizations provide to both internal and external customers, according to the first of four reports that complement ASQ's global State of Quality research.
the five-page "spotlight" report highlights an ASQcoined term-Qustomer-and says 67.4% of respondents
share some quality performance information with customers, but a delicate balance is critical to success: too
much interaction with customers can be costly, but too
little won't yield adequate information to improve quality.
in addition to striking a balance, the report concludes
there are other challenges to incorporating the customer
into the quality process, including cultural differences,
intellectual property issues and regulatory standards.
the report also describes how organizations such as
Airbus, ABF Freight and Booz Allen Hamilton share information within their organizations about the role of customers.
"these spotlight reports take a close look at the data
presented in the global State of Quality research, providing real-world examples of the impact of quality," said
ASQ chair John timmerman. "the Qustomer spotlight
offers examples of how organizations are engaging
customers to improve product performance and services,
and offers approaches that all companies can use and
to download the Qustomer spotlight report, visit
report is free to ASQ members and $29 for nonmembers.
SECOND kEYNOTE ANNOUNCED tony kern, the
founding partner and ceo of convergent Performance LLc, a think tank based in colorado Springs,
co. has been announced as the second keynote
speaker for ASQ's 14th annual Lean and Six Sigma
conference-to be held Feb. 24-25 in Phoenix. kern
has authored seven books on human performance,
including the Plane of excellence trilogy (Redefining Airmanship, Flight Discipline and Darker Shades of Blue). He is
also a featured columnist for Canadian Skies, Vertical and Vertical 911
magazines. kern joins Shane A. Yount, the previously announced keynote
speaker for the lean and Six Sigma event. Yount is a nationally recognized
author, speaker and principal of competitive Solutions inc., an international
business transformation consulting firm. Watch for more updates on the
conference at http://asq.org/conferences/six-sigma. early-bird registration pricing runs through Jan. 13.
PITTSBURGH SECTION HONORED ASQ's Pittsburgh Section has received the keystone Alliance for Performance excellence (kAPe) Award.
kAPe helps Pennsylvania organizations achieve performance excellence
using the Baldrige criteria as a framework for improvement. Five other
award recipients were recognized along with the ASQ section at a banquet and conference in november in Harrisburg, PA.
STUDENT MEMBERSHIP UPGRADE Student members of ASQ can now
select to participate in one of ASQ's 25 forums and divisions as a way
to further network with those in the quality community and learn best
practices. the upgrade is one way to enhance this level of membership
and improve the experience of student members. For more information
about membership levels, visit http://asq.org/membership/members/
December 2013 * QP 17
Table of Contents for the Digital Edition of Quality Progress - December 2013
Read Their Minds
Mr. Pareto Head
Behind the Results
Overview of the Money
Earnings Rise With Experience
Certifi ably Valuable
Rewards for Master Black Belts
The Service Quality Platform
3.4 per Million
Quality in the First Person
ASQ Enterprise and Site Members
Back to Basics
Quality Progress - December 2013