Quality Progress - December 2013 - (Page 17)

Mr. Pareto Head By Mike Crossen gLoBAL StAte oF QuALitY reSeArcH REPORT PUTS THE SPOTLIGHT SQUARELY 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 benefit from." to download the Qustomer spotlight report, visit http://asq.org/global-state-of-quality/index.aspx. the report is free to ASQ members and $29 for nonmembers. ASQNEWS 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/ your-benefits.html. December 2013 * QP 17 http://www.asq.org/conferences/six-sigma http://visit http://asq.org/membership/members/your-benefits.html http://www.asq.org/global-state-of-quality/index.aspx http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - December 2013

Up Front
LogOn
Expert Answers
Perspectives
Keeping Current
Read Their Minds
Mr. Pareto Head
Behind the Results
Overview of the Money
Regional Variations
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
Career Corner
ASQ Enterprise and Site Members
QP Toolbox
QP Reviews
Back to Basics

Quality Progress - December 2013

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