In this interview, JoAnn Sternke, superintendent of the Pewaukee School District (PSD), reflects on PSD’s road to receiving the prestigious 2013 Malcolm Baldrige National Quality Award—the United States’ highest honor for quality and performance excellence. This recognition is rare in education and has only been doled to six other public school districts. Sternke explains how the systematic approach made the school district more innovative, agile and data driven. PSD’s use of the Baldrige criteria has had a tangible impact on the success of its students: PSD holds the highest graduation rate in Wisconsin at 97.4%; its ACT composite scores of 23.4 outperform state (22) and national (20.9) averages; and 91.9% of PSD graduates attended a two or four-year college in 2011-2012, an increase from 78.8% in 2006-2007.
Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior.... [more]
Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your... [more]
In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]
Quality Progress author Govind Ramu, who is also the chair of the U.S. Technical Advisory Group to... [more]
Whether you work in manufacturing, government, education, healthcare, or (of course) the service sector,... [more]
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
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]
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]
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]
In this episode, learn why less is more! We cover all things lean: What it is and what makes lean... [more]
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]