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The Quality Management Division (QMD) is dedicated to advancing quality management concepts and principles through our myASQ website and our quarterly peer-reviewed journal The Quality Management Forum.

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V. B. 2 Customer Satisfaction and Loyalty

#f8f8f8 ;"> Description Excerpt From The Certified Manager of Quality/Organizational Excellence Handbook Customer satisfaction levels are impossible to assess unless customers’ expectations, priorities, and needs have been determined. This is known as “listening to the voice of the customer.” See Section 1 about QFD. Leading organizations ... more

Posted by Tonya Moore-Bouchard on Quality Management Division Sep 15, 2021 3:55 PM CDT

V.B.1 Customer Needs

#f8f8f8 ;"> Description Quality function deployment (QFD) , is a methodology that helps translate a customer voice input on needs / wants from qualitative constructs into operational requirements. Using a tool called House of Quality, we are able look into the relationships (correlations) between customer needs and product characteristics, and ... more

Posted by Tonya Moore-Bouchard on Quality Management Division Sep 15, 2021 3:33 PM CDT

New To Quality? Let ASQ's Quality Resources Help. Our Topic For This Week Is Cause Analysis Tools.

Cause analysis tools are helpful tools for conducting a root cause analysis for a problem or situation. They include: Fishbone Diagram, Pareto Chart & Scatter Diagram. Learn more at: https://asq.org/quality-resources/root-cause-analysis/tools more

Posted by David Woods on Quality Management Division Sep 11, 2021 10:51 AM CDT

Upcoming Events

Sep

Quality Management and Software Divisions' Virtual Conference

Date & Time

09/21/2021 9:00am CDT

Sep

The ABCs of Strategic Planning…Which method is right for you?

Date & Time

09/30/2021 5:00pm CDT

Oct

Improving Services for Children in Alternate Care Through the Principles of Excellence

Date & Time

10/07/2021 5:00pm CDT

Nov

Quality: People Before Process

Date & Time

11/03/2021 5:00pm CDT

Nov

Quality Management System Effectiveness in Consulting Engineering

Date & Time

11/17/2021 5:00pm CST

Recent Discussions

Control of documented information

9 40

Would anyone like to share with us your good practices on control of documented information? for instance, do you ...

Mingzhi Deng May '19

May '19

We have a small group of people who have write access to an otherwise protected shared drive. They place new ...

May '19

Hello Deng,
Regarding product and process development documents we use the Windchill PLM software from PTC Inc.
...

May '19

We use the same software that we sell to our clients. It includes automatic routing for collaboration on files, ...

May '19

The critical thing in document management is to decide what type of documents you have and how to manage each of the ...

Apr '20

I have a different kind of issue with document management. The organization I'm working with maintain the ...

Apr '20

Brian, the way our documents are set up, they have the original issue date in the document header, then the revision ...

Apr '20

Mingzhi - there is a lot of different practices around Document Control. I have managed both paper-based and eQMS ...

Apr '20

This is a very valuable thread. I am pleased to see the recommendations of the contributors. I am a strong fan of ...

Apr '20

With huge amount of documents we control, we allocated a dedicated team to receive, process and publish approved ...

Organizational Excellence through Psychological ...

31 145

If, as Quality Management Professionals, we are tasked with achieving Organizational Excellence, then I ...

Daniel Zrymiak Jul '20

Jul '20

Daniel Zrymiak ‍ , I totally agree. Psychological safety in the workplace is about providing a safe space for ...

Jul '20

Dear Daniel,
Interesting reference to the Google learning. It reflects what the early practitioners of the then ...

Jul '20

Dear Luigi,
I think that the question you posed is insightful: If employees are proclaimed by management to be the ...

Jul '20

Dear Daniel,
One further thought. When W. Edwards Deming proposed his "System of Profound Knowledge" (SPK) in his ...

Jul '20

Dear Gregory Watson ‍, thanks for the answer. That is what I figured out. It's the year 2020, and management ...

Jul '20

Dear Luigi,
You've got it exactly right - implications also!
Best regards,
Greg

Jul '20

A few (recurring) thoughts:

Don't compare where we/you work to Google (not that this is being done here, overtly, ...

Jul '20

"First, what is in first place? Without a doubt for most of the management teams, their first place consideration ...

Jul '20

It should be mentioned here that Deming advocated for this decades ago through his 14 points and SoPK.

Jul '20

Luigi Sille:
Daniel Zrymiak ‍ , I totally agree. Psychological safety in the workplace is about providing a safe ...

Improvements during this Pandemic?

Operational improvement/ Continuous improvements during this Pandemic. One thing we can agree on is that the ...

Luigi Sille Dec '20

Verifying color

10 34

I am looking for suggestions on inexpensive ways to verify color for paints and laminates in a production ...

Scott Lang Jun '21

Jun '21

Morning Scott,
At the plant I work at, we use a pantone colour book as a quick reference to ensure the colour is ...

Jun '21

Try using some of the paint store apps, like Project Color from Home Depot. Benjamin Moore and Pittsburgh Paint ...

Jun '21

In the past I have created "working standards" to use at the end of the production line. I added these reference ...

Jun '21

Make sure you use the standard that is defined in your internal or customer's spec. They be using AMS-STD-595 color ...

Jun '21

Pantone books could be used for verification. The pantone number could be included in the production paperwork ...

Jun '21

Your solution might come from an old astronomy technique. Before computers, astronomers made discoveries by ...

Jun '21

Thx everyone for your responses so far. I should have been more clear - we already use most of the manual methods you ...

Jun '21

If you're looking for a more standardized non-visual based check I would look into BYK instruments. They have ...

Jun '21

We use a Nix Colour Pro Sensor. It links to an app on a phone or tablet. It's super quick and compares against ...

Jun '21

The Nixsensor mentioned above looks like a good alternative. Just be aware that the sample you are comparing it to ...

Member Facility Tours?

12 28

I'm nearly 2 years into my QA career. It's a small company and a lot of room for Q improvements. I can only learn so much ...

Steven Carpenter 8d

Local ASQ sections in past years did attemptto schedule a company tour each year as part of their regularprogram. I ...

This is definitely something that varies by section. Our section (La Crosse/Winona) does mostly tours for ...

I encourage you to attend ASQ Meetings to enhance your knowledge. My experience at ASQ meetings and conferences ...

My experience as a member leader for many years is that tours were held annually in our section about 7 to 10 years ...

Steven

We offer tours - we are appx 110k sq ft facility with appx 160 employees, both ISO9001 and ISO14001 ...

Facility tours are refreshing and widen your perspective, but often not relevant to your needs. I stay most ...

Totally agree with Gary. While facility tour gives new perspective and workplace insight to quality ...

Steven, where are you located?

Hello Valued Contributors,
Good Day.

My 2 cents on the ASQ Member facility tours.
The idiom “ walk the talk” for the ...

What State do you live in? Our Section in Southern Ohio typically arranges to do facility tours each month in our ...

Organizational Structures

4 49

The current Quality Management Body of Knowledge includes the topic area Organizational Structures . The ...

Jerry Rice Apr '18

Jun '18

Hi Jerry

I do believe that the quality manager/professional should has a knowledge on organizational structures ...

Jun '18

I agree that organizational structure is a critical factor for systems level quality management. ...

Jun '18

The certification staff and member volunteers involved with the new BOK development are still working out the ...

Aug '18

This is a critical area. Organizations are constantly aligning and realigning, and it is important that quality ...

Calibration vs Verification of Measuring ...

10 96

Looking for collaboration on a standard that prescribes gauge management activities in our business Is anyone ...

Barbara Lynch Feb '20

Feb '20

I work in an industry where we have to meet NSF-14. What paragraph are you looking at?

Feb '20

Hi Ryan,
It is section 9.4.1 and 9.4.2. We are complying with the weekly verification, but it seems excessive. ...

Feb '20

7.1.5.2 of ISO9001:2015 talks about calibration, but very light compared to earlier versions of ISO. We treat ...

Mar '20

Hi Ryan,
It is section 9.4.1 and 9.4.2. We are complying with the weekly verification, but it seems excessive. ...

Mar '20

Barbara,

As I mentioned earlier - We treat the weekly verification like you described - one block per week. We ...

Mar '20

ISO 9001 does not address calibration. It tells us to control our monitoring and measuring resources and ensure ...

Mar '20

Debra,

You are absolutely correct that ISO9001 doesn't specify a frequency. I apologize if my earlier comments ...

Mar '20

A common 483 finding is "calibrated instrument used outside of it's calibrated range". It is best to calibrate ...

Mar '20

NIST requires that as a minimum you calibrate at 25%, 50% 75% and 100% of the range of the instrument. This covers the ...

Mar '20

Hi, Larry. Can you provide the source for the NIST requirement? Thanks!

Becoming a Certified Auditor

13 34

Calling on all Certified Auditors, I am currently in the process of getting my company AS 9100:2016 certified and I ...

Jose Barajas Sep '20

Sep '20

Good luck with your pursuits. ASQ has peer recognition in multiple types of auditing through the ...

Sep '20

Jose,

You may want to check out the ASQ Audit Division Community as well.

Regards,

Jerry

Sep '20

Jose Barajas, Prior to my certification exams I took a CQA and CMQOE Refresher Courses online with Tony DeMarinis ...

Sep '20

Hi Daniel,

Yes, eventually I want to have Lead Auditor credentials, but for now I'm just looking for Internal ...

Sep '20

Awesome, thanks for the resource, Jerry!

Sep '20

Hi Raul,

I will definitely look Tony up and see about those refresher courses. Thanks for the resource!

Sep '20

Joe,

I believe you hit on 2 key points, knowing how to audit and being a certified auditor. Those are 2 different ...

Sep '20

Hi Carlos,

Thanks so much for the information. I'm looking up the ASQ Auditing Handbook as we speak.

Thanks for the ...

Sep '20

Jose,

The study materials from Quality Council of Indiana have helped me get several certifications. (CQE,CQA)

...

Sep '20

I will look into this. Thanks Janet!

-Joe

The Problem with Quality Management

7 46

Hello All, You might be interested in a book called "The Problem with Quality Management: Process orientation, ...

Norm Howe Mar '21

Mar '21

Dear Norm,
I have read this book and believe that it represents "horribly inept" academic. First she constructs a ...

Mar '21

Greg,

Now I really want to read the book to understand the author and the comments on the book.

Thanks,

John

Mar '21

Well, Greg, I did read the book. Your comment sums up my views perfectly. I wanted to let people draw their own ...

Mar '21

Dear John and Norm,
Do you think it would be worth my time to provide a detailed rebuttal to Bettina Warzechna's ...

Mar '21

Norm,
I read the book with an open mind. I found the book to be valid and justified. I could relate to many of the ...

Mar '21

Hi John,
I think that Quality professionals should at least take a look at the book. Not because it's well written. ...

Mar '21

Hi Greg,
1) Nice webinar yesterday. 2) No, don't waste your time. I mentioned the book only because of the venom that ...

Quality Organization Size

6 85

Has anyone seen any survey data on the size of the quality department relative to the rest of the organization? For ...

Alex Tielker Feb '19

Feb '19

Excellent question Alex,one that I've been searching for an answer for some time. As a Quality Manager within a ...

Feb '19

Alex Tielker ‍, I am also interested in any information you receive on this subject. It seems like industry would ...

Feb '19

Alex,

You are absolutely right. There are a lot of factors that go into the size of a quality department. The trend ...

Feb '19

If Jerry Rice ‍ suggestion doesn't work. For a quick and dirty look up a few companies by Industry on LinkedIn, note ...

Feb '19

Thank you for all the suggestions, particularly Jerry Rice. The links you suggested are very close to what I need. ...

Feb '19

Thanks for the feedback!

Latest Resources

Webinar Speaker Submission Packet
The Quality Management Division of ASQ is always looking for webinar speakers. We have a robust 14 week process for ensuring relevant content that is marketed appropriately prior to the day of the webinar.

(Click to Enlarge)

Webinar ...
Date Created: 05/28/2020 01:42 PM
Managing for Quality
Webinar Series from Dr. Gregory H. Watson

This series of lectures sponsored by the Quality Management Division takes a deep look at the changing role of quality management professionals from the early days of modern management and ...
Date Created: 04/04/2020 09:57 AM
Quality Management Forum - Back Issues Quality Management Division Peer Reviewed Quarterly Journal

2021 Summer
2021 Spring
2020 Fall
2020 Summer
2020 Spring
2019 Winter
2019 Fal l
2019 Summer
2019 Spring
2018 Winter
2018 Fall
2018 Summer
2018 Spring
2017 Winter
2017 Fall
...
Date Created: 03/10/2020 12:16 PM
Quality Management Division Leadership Team (2020-2021) Elected Officers
Chair – Peggy Milz
Chair Elect – Denis Devos
Secretary – Michael Hirt
Immediate Past Chair – Jerry Rice

Appointed Officers
Vice Chair Finance – Karen Ambrosic-Tolf
Vice Chair Governance and Operations – Daniel ...
Date Created: 11/29/2019 06:29 PM

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