Successful management and leadership of the quality department for an organization involves an integrated approach that includes a communication network that extends both horizontally and vertically within the organization as well as outward to customers and suppliers.

John Jennings describes how he once had to deal with an unusual problem. A pregnant employee came to him and said that a coworker put a curse on her unborn child. He asked the other coworker, did you put a curse? When the coworker said yes, he told them, “You have to take it off.” So they did.

Voice of the Customer (VoC): Enhance Quality by Capturing Stated, Implied and Silent Needs is the first in a series of Insight Reports dedicated to helping you improve your quality management by mastering the Voice of the Customer methods.

Are you knowledgeable about the latest quality management technology trends?

There are three major triggers for new policy creation or policy amendment:

Almost 30 years ago the Construction Industry Institute (CII) researched the “Costs of Quality Deviations in Design and Construction,” and concluded that, “The average cost of rework on industrial projects exceeds 12%.” Design deviations accounted for about 80% of the increased cost and construction deviations only 20%.

Quality and job satisfaction seem to go hand in hand. Only 7% of respondents were not at all satisfied with their job, according to our 18th Annual State of the Profession Survey. 

Higgins, a 25-year APQC veteran, assumes reins.

What trends will the new year will bring in the quality management world?

Ideagen’s software to be rolled out into  Europe, North America and China.