Quality
Linking Voice of the Customer to the Voice of the Process

• Greasex Inc.: Process Control interactive Simulation (Requires IE).
• Flyrock
• Excel Logistics

    ISO Standards In Europe in 1987 the International Organization for Standardization (ISO), headquartered in Geneva, Switzerland, developed the ISOSeries of Standards. The Goal of the 96 member nations is to develop globally recognized quality standards for both products and services. Many types of organizations are interested in becoming ISO registered in order to accomplish one of the following: comply with external regulatory agencies, meet or exceed customer requirements or implement a quality improvement program. More information on ISO9000 and ISO14000 (standards for environmental quality management) at  http://www.iso.ch/.

    QS StandardsThe QS 9000 Standards are a set of standards and guidelines that provide foundation level requirements for Quality Management Systems, as applied within the automobile industry and supporting suppliers. This standard has two versions: QS 9000 with Design and QS 9000 without Design. The QS 9000 Standards have several objectives, particularly focused on reducing the number of external audits experienced by suppliers to the automobile manufacturers in the United States while simultaneously improving overall quality of output products and/or services.  For more information go to http://www.isogroup.simplenet.com

    The Malcom Baldrige National AwardThe Malcom Baldrige National Quality Award was introduced in 1987 to facilitate two primary objectives: to alert the U.S. business leaders to the issue of quality and to offer a comprehensive and standardized framework for measuring corporate quality efforts. With an eye toward improving the total health of the nation's businesses, the Baldrige criteria permits organizations to compare themselves against world-class standards in such categories as customer and employee satisfaction, defect prevention, and corporate leadership. For the most recent recipients of the award and more information , visit http://www.quality.nist.gov/

3. Suggested Readings

• Motorola Second Generation Six Sigma, Motorola Website  2004
• Underpressure to withstand an unforgivable beating, NYT August 2001
• The smart way to Making Pills, Business Week, May 3, 2004
• Quality isn't just for widgets, Business Week July 2002,
• Beyond The Tire Mess, Ford has a problem with Quality, WSJ May 25 2001
• GM takes advice from disease sleuths to debug cars.WSJ 1999.
• Starwood implements six sigma plan to enhance quality and boost cash flow. WSJ 2001.
• GM enforces QS-9000 mandate. Purchasing 1998.
• Kentucky plant workers are  cracking out good ideas. WSJ 1996.
• The Balanced Scorecard: Measures that Drive Performance by Robert Kaplan and David Norton *Broken Link*
• Why you can ignore six sigma. Fortune 2001.

4. Links

• Analog Devices
• Motorola
• GE