The Spring 2022 Quality Management Forum Is Here!

Sandy L. Furterer, PhD, MBA, is an associate professor in the Engineering Management, Systems, and Technology Department at the University of Dayton. She holds ASQ certifications, which include the ASQ Certified Quality Manager / Organizational Excellence, Certified Quality Engineer, and the Certified Six Sigma Black Belt, and is an ASQ Fellow. She is a Certified Master Black Belt by the Harrington Institute,

Furterer resides in her home state of Ohio, near Dayton, with her husband Dan, three children, and their pets, Demi, their Beagle-Jack Russell Terrier rescue dog; the slightly crazy Lily, their hound-lab rescue dog; and an orange tabby cat rescue, Louis. There is also a new friend for Louis, Bella, a rescue cat, and her grand kittens, Thalia, Sasha and Anya, plus the memories of Katia and Gypsy whom we lost recently. Contact Sandy at
Editor’s Notes | Sandy L. Furterer

Welcome to the Spring 2022 issue of QMF. Happy spring! We’ve almost made it through the winter; in fact, some of us are already there, depending upon where you live. We’re moving into Spring Break at my university, giving the faculty and students a chance to catch their breath. I hope that each of you can take a few moments to spend with the QMD Forum. We have some great articles with interesting and applicable ideas that we can apply in our work and our professional lives. We have three featured articles in this issue. The first article, “A Tactical Approach to Retaining Clients in a COVID-19 World,” by Susan Gorveatte provides insights into how to treat our customers better in service organizations to achieve consistent quality customer service (QCS) delivery. Our second article, “A Metaphor for the Society and Active Citizenship Model: The Apple Tree,” by Yves Van Nuland and Grace L. Duffy provides an apple tree metaphor to describe their groundbreaking work of the Society and Active Citizenship Model, originally published here in the QMF. The third article, “A New Tool Making Meetings More Efficient,” also by Van Nuland and Duffy, provides ideas to make meetings--where we spend so much of our workdays--more efficient and perhaps more enjoyable.

We have our new QMD chair, Denis DeVos’ inaugural Chair’s Message. Denis provides his insights on the state of our Quality Management Division.

We have a special feature in this issue, “Book Clubs: Of Books and Penguins,” by W. Frazier Pruitt, that talks about the impact reading with an eye on critical thinking has had on his life and provides information on how you can join ASQ’s NextGen Book Club.

We have a book review by Dan Zrymiak, originally published in the Quality Management Journal, which tells us about Customer Experience Excellence through a Quality Management System, by Alka Jarvis, Luis Morales, and Ulka Ranadive. This book provides an overview of how customer experience (CX) measures, impacts, and life cycles can be integrated within the framework of a quality management system (QMS) within an organization. And last, but not least, we are blessed with a Coach’s Corner, “Navigating a Successful Path in Life,” by J.R. McGee, who once again provides powerful and thought-provoking insights for us to apply to our lives and our careers.

As always, please feel free to provide feedback on this issue of the Forum, as well as any ideas for enhancing QMD publications for our division. I can be reached at

News Quality Management Division 05/05/2022 9:57am CDT


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