This project focused on improving the ordering and payment process by introducing the "direct approve" payment method. By following PDCA, cost of quality was utilized for project selection. Process flow analysis, kaizen, Pareto diagram, pros and cons analysis, and ECRS were applied to identify root causes and final solution. As a result, direct approve increased customer satisfaction, eliminated credit risk, reduced processing time, and is saving up to US$2 million per year.
Willy Vandenbrande, founder and president, QS Consult, tells quality professionals they are in a perfect... [more]
Terry Jones, founder of Travelocity, discusses the importance of voice of customer in building quality... [more]
In this episode of ASQTV, we take a look at the concepts of Theory X and Theory Y, and learn about the... [more]
This episode of ASQ TV explores the culture of quality. Brien Palmer, author of Making Change Work,... [more]
Learn why ISO 9001:2008, one of the world's best known standards, is being revised. Then hear about the... [more]
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
Recalls can be one of the most challenging aspects of the quality professional's job. In this episode,... [more]
Organizations perceive risk management in three general ways. Carol Fox, Director, Strategic and... [more]
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]
In this episode, learn why less is more! We cover all things lean: What it is and what makes lean... [more]
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]