H. James Harrington’s picture

By H. James Harrington

I’m often asked, “Of all the stakeholders, which one is the most important? Which one is the most valuable resource that the organization must be sure is satisfied?” Let’s look at who the stakeholders are.

Investors

Management

Employees

Customers

Suppliers

Employees’ families

Community

Donald J. Wheeler’s picture

By Donald J. Wheeler

I recently received a data set consisting of the number of major hurricanes in the North Atlantic from 1940 to 2007. (Major hurricanes are those that reach Category 3 status or higher at some point during their existence.)

H. James Harrington’s picture

By H. James Harrington

I believe that most manufacturers have mistakenly focused on initial quality and reducing cost and cycle time during the production and delivery cycle. This has come at the expense of reliability.

Customers buy for the following reasons, listed by top priority:
Features
Cost
Availability
Quality

Tom Pyzdek’s picture

By Tom Pyzdek

We’ve heard it before: “______ won’t be around long. It’s the flavor of the month.” Fill in the blank with the latest management fad: zero defects, quality circles, SPC, TQM, systems thinking, balanced scorecards, reengineering, and most recently, Six Sigma and lean. What exactly is meant by tagging something the flavor of the month (FOM)? Should practitioners even care when their special initiative is the target of this unwelcome label?

Thomas Pyzdek’s default image

By Thomas Pyzdek

Denise Robitaille’s picture

By Denise Robitaille

As some of you know, quality “speak” and concepts have been known to bleed into my everyday life. This is not uncommon for quality professionals. The only difference between some of us and the rest of you is that many of you are still in denial. You won’t admit to the occasional slip of the quality tongue (e.g., “I need to see the objective evidence that you’ve done your homework.”)

Mike Richman’s picture

By Mike Richman

Well, well, well… 2009 is upon us. That sure happened fast. What happened to 2008? For that matter, what happened to 2007, or 1995, or 1978? It’s true what those Nationwide Insurance ads say: “Life comes at you fast.” (See how well advertising works?)

Scott M. Paton’s default image

By Scott M. Paton

Scott M. Paton

“It was the best of times, it was the worst of times…” So begins A Tale of Two Cities , Charles Dickens’ epic novel. Dickens’ words are just as apropos to today’s uncertain times as they were during the French Revolution, when the novel is set.

H. James Harrington’s picture

By H. James Harrington

The most important requirement for actuating the improvement process of your management system is to have your full management team participating before the nonmanagement employees become involved in the process. Management must be totally dedicated and actively participating in the improvement process before and after it is presented to the employees. If the process is to work, management must set the standards.

Jack E. West’s picture

By Jack E. West

Does ISO 9001 require controlled processes for improvement? By now, I think most users would agree that it does. The requirements for that controlled process are simple to describe. They start with planning.