Without a profound shared understanding of the nature of value in our business and of the different demands it makes on our experts, our processes and performance will evolve randomly, as a result of actions made on the spur of the moment by a host of uncoordinated experts. CEO should stands for Chief Emotions Owner – meaning the emotions of the customer, and those of the employee. Nevertheless, as client, we must always assume the primary responsibility for results, that is, we are managing our way through the information flows and branching points of the service maze.
After teaching design of experiments for some time, Bill Hooper realized students weren’t remembering... [more]
Karen Chaudiere describes how she and her husband are building a tiny house and transitioning to an... [more]
In this informative segment, learn how the ASQ library is a great resource for your work and community ne... [more]
Pat La Londe and Liz Keim oversaw research into the future of the quality professional. In this episode,... [more]
Get tips and advice on smoothly implementing or transitioning to ISO 9001:2015. "Under the Wire", QP,... [more]
Paul Fjelsta and Patricia Floyd, President and Vice President, accomplir, Inc., discuss the ABC... [more]
Kemi Sorinmade, Performance Improvement and Leadership Development Coach and Trainer, The Growth Studio,... [more]
Six Sigma is a well-known quality method. But like most quality techniques, its use changes and evolves... [more]
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
Quality and the customer experience go hand-in-hand. Hear from electronics giant Siemens Industry on how... [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]
Recalls can be one of the most challenging aspects of the quality professional's job. In this episode,... [more]
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]
Organizations perceive risk management in three general ways. Carol Fox, Director, Strategic and... [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]