At the 1992 Annual Quality Congress, Hollis R. Lipscomb and John R. Lipscomb presented the “Customer Satisfaction Determination Model” as a departure from the traditional complaint-driven approach to understanding customer satisfaction. Read about their blueprint for developing a continuous improvement strategy to determine and drive customer satisfaction.
Presented at the 1989 Annual Quality Congress, this paper offers a statistical approach for dealing with the fact that you can’t really reproduce testing results with destructive testing… because the sample is destroyed!
February 17 through 23 is National Engineers Week! Read a classic discussion of what it means to be a quality engineer. Bernard Ostle’s 1978 article explains that the quality engineer must have the ability to insist that people use proven disciplines in performing their jobs.
In a paper presented at ASQ’s 50th Annual Quality Congress, Elmer “Bud” Gookins discusses zero defect sampling and compares it to the obsolete Mil Std 105E sampling scheme previously used to accept or reject products.
From the January 1994 issue of Quality Progress —obeying 10 commandments can help you lead your business along the path of continuous improvement.
In a popular QP article from 1988, James M. Kenney points out the parallels between hypothesis testing and the criminal justice system.
In this 1994 article from Quality Progress, Craig M. Rice discusses how interpersonal skills, trust, and good communications can minimize the disruption and ill feelings surrounding an internal audit.
In his 1991 W. J. Youden Memorial Address, made available in the online library of the Statistics Division, William A. Golomski discusses the benefits of synthesis and how to apply it as a quality technology.
In a May 1946 article in Industrial Quality Control, George D. Edwards, director of quality assurance for Bell Telephone Laboratories, discusses the relative merits, costs, and benefits of different sampling techniques and how they might be applied in “the future.”
In remembrance of Dr. Stephen R. Covey, read one of his earlier articles in the Journal for Quality and Participation.“Principle-Centered Leadership” outlines the responsibility of leaders for establishing organizational identity, including the mission and vision of an enterprise.
In a 1985 article for Quality Progress, Hitoshi Kume explains that from a management perspective, quality economics is more important than quality cost.
John A. Cornell pays tribute to Jack Youden by summarizing his contributions in experimental design and statistical analysis. The Statistics Division makes this Youden Address from 1993 available open access in its online library.
METHODOLOGY FOR DEVELOPING A QUALITY PLAN WITHIN A MANUFACTURING COMPANY
A collection of “Statistics Corner” columns published in Quality Progress in 1989 examines process capability indexes, focusing on the properties and problems of Cpk.
Read this classic series and find more ASQ classics.
QUALITY CLASSIC: Accelerating Improvement
This QP article from 1991 describes two techniques that can help solve problems and educate managers: the Seven Step Method and the Project Team Review Process.