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Contents
Putting Best Practices to Work | July 2014 | www.qualityprogress.com
FEATURES
16
24
SOCIAL MEDIA
Blog Boom
24
CAREERS
Making Connections
by Marshall Brown
28
PROCESS CAPABILITY
ONLY @
Google+ Hangout
www.qualityprogress.com
34
METROLOGY
Necessary Measures
34
Innovation Insight
SIPOC Supplement
Free Template
See an example of an individual
QP
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6
LogOn
Expert Answers
12
Supplier or customer?
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Keeping Current
14
58
QP Toolbox
60
QP Reviews
12
Article Submissions
Quality Progress is a peer-reviewed publication with 85% of its feature articles written
by quality professionals. For information
about submitting an article, call Valerie
Ellifson at 800-248-1946 x7373, or email
manuscripts@asq.org.
COLUMNS
5
39
Author Guidelines
Up Front
Social cues.
Innovation Imperative
Recognizing good career
opportunities.
48
41
Statistics Roundtable
44
46
48
Career Corner
50
Standards Outlook
64
SPECIAL SECTION
ASQS CONTINUING EDUCATION
AND PROFESSIONAL
DEVELOPMENT DIRECTORY p. 54
NEXT MONTH
- EYE ON IMPROVEMENT
- QUALITY-DRIVEN CULTURES
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Photocopying Authorization
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QUALITY PROGRESS
Social Cues
Be true, be you; get it right in social media
ASSOCIATE EDITOR
Mark Edmund
ASSISTANT EDITOR
Amanda Hankel
IT USED TO BE that you only had one reputation to uphold. Social media has turned
that concept on its ear. Now, its prudent to be conscious of your reputation on the internet, because the medium and its contents can be that much more far-reaching. To some,
this age of increased visibility and the availability of what some consider to be private or
at least protected information is alarming.
Yet, the wide net the digital age casts can be a beautiful thing, particularly when it
comes to growing personal and professional networks, opening up career prospects and
getting your name in front of the right peoplejob recruiters or hiring managers, for
instance.
MANUSCRIPT COORDINATOR
Valerie Ellifson
CONTRIBUTING EDITOR
Megan Schmidt
COPY EDITOR
Susan E. Daniels
ART DIRECTOR
Mary Uttech
GRAPHIC DESIGNER
Sandy Wyss
Often, people join or are a part of a professional association to help further their
PRODUCTION
Cathy Milquet
career advancement is a perennial interest area for readers. This months issue is
ADVERTISING PRODUCTION
Barbara Mitrovic
MEDIA SALES
tive and engaging bloggers in the quality community. Whether you just want some fresh
Naylor LLC
Lou Brandow
Krys DAntonio
Norbert Musial
reading material, or youre interested in the possibility of blogging yourself, youll find
Blog Boom, p. 16, showcases this popular medium and introduces you to some ac-
Kathy Thomas
MARKETING ADMINISTRATOR
Matt Meinholz
EDITORIAL OFFICES
Phone: 414-272-8575
Fax: 414-272-1734
ADVERTISING OFFICES
Phone: 866-277-5666
ASQ ADMINISTRATION
CEO
Bill Troy
Managing Directors
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Editor
Ajoy Bose
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July 2014 QP
LOGON
Seen&Heard
Tune In
Customized QMS
In response to Solid Base (June 2014, pp.
customization.
FMEA refresher
customer.
More to add
QP www.qualityprogress.com
James D. Werner
Raritan, NJ
StayConnected
Find the latest news, quips and targeted
content from QP staff.
www.linkedin.com/groups/qualityprogress-magazine-asq-1878386
QP
ONLINE
EXTRAS@
QP
QUALITY PROGRESS
www.qualityprogress.com
Watch a live Google+ Hangout with some of the bloggers featured in Blog Boom (pp.
16-23) as they discuss the value of social media and how to get involved. The event takes
place at 12 p.m. CST on July 23. You can also watch a recording of the discussion later.
Illustrated progress
See an example of a quality tool used to improve skills and performance, as described in
this months One Good Idea column, Steer Your Career, p. 64.
Each month at www.qualityprogress.com, visitors can take an informal survey. Here are
the numbers from last months Quick Poll:
Which aspect of supply chain optimization would most benefit your organization?
Identifying and partnering with the right suppliers.
36.6%
Managing processes effectively.
28.1%
Eliminating waste within the chain.
19.7%
Auditing suppliers accurately. 15.4%
Visit www.qualityprogress.com for the latest question:
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KEEPINGCURRE
GOVERNMENT
hypertension.8
come a problem?
1,200.9
pointment scheduling.5
Preliminary audit results sent to President Barack Obama pointed to an overarching environment and culture which allowed
Backtracking on progress
12 QP www.qualityprogress.com
NT
to address the issue, honest reporting wasnt enforced.
Because of the fact that the gaming [manipulating the system] is so
prevalent, as soon as something is put out, it is torn apart to look to see
what the workaround is, said William Schoenhard, who was working as
the deputy undersecretary for health for operations and management in
2005. Theres no feedback loop.12
Furthermore, while the criticism and investigation of the VA healthcare
system has revolved around patient wait times for appointments, SAIL data
show there is another serious problem within the VA healthcare system
widely varying patient care results among VA facilities and what experts
call a slippage of quality at some facilities.13
Next steps
On May 30, Eric Shinseki, the Department of VA secretary, resigned.
Shinseki said he was unaware of the access to care and reporting issues
engulfed in the system. Following the results of the internal audit, an external, independent audit of scheduling practices will take place.14
As the VA healthcare system looks to fix its systemic issues related to
access to and quality of care, refining its performance-metric reporting
system will be key.
According to William E. Duncan, who supervised the publication of
medical outcomes until 2012, The goal was not for hospitals to be average performers. The goal was to be in the top 10%. Our patients have little
recourse, and they rely on our staff to tell them the truth. We cant forget
that medical quality is not just access to care.15
Compiled by Amanda Hankel, assistant ediitor
REFERENCES
1. David Zucchino, Cindy Carcamo and Alan Zarembo, Growing Evidence Points to Systemic Troubles in
VA Healthcare System, Los Angeles Times, May 18, 2014, www.latimes.com/nation/la-na-va-delays20140518-story.html#page=1.
2. David A. Fahrenthold, How the VA Developed Its Culture of Coverups, Washington Post, May 30, 2014,
www.washingtonpost.com/sf/national/2014/05/30/how-the-va-developed-its-culture-of-coverups.
3. Ibid.
4. Sandhya Somashekhar, Some of the Internal Problems That Led to VA Health System Scandal, Washington Post, May 30, 2014, www.washingtonpost.com/national/health-science/some-of-the-internalproblems-that-led-to-va-health-system-scandal/2014/05/30/399095b4-e81e-11e3-8f90-73e071f3d637_
story.html.
5. Ben Kesling, Nearly 60,000 Veterans Face Delays Receiving Health CareVA Audit, Wall Street Journal, June 9, 2014, http://online.wsj.com/articles/over-100-000-veterans-face-delays-receiving-healthcareva-audit-1402339138.
6. Somashekhar, Some of the Internal Problems That Led to VA Health System Scandal, see reference 4.
7. Thomas M. Burton and Damian Paletta, Veterans Affairs Hospitals Vary Widely in Patient Care, Wall
Street Journal, June 3, 2014, http://online.wsj.com/articles/veterans-affairs-hospitals-vary-widely-inpatient-care-1401753437.
8. Somashekhar, Some of the Internal Problems That Led to VA Health System Scandal, see reference 4.
9. Ibid.
10. Michael D. Shear and Richard A Oppel Jr., V.A. Chief Resigns in Face of Furor on Delayed Care, New
York Times, May 30, 2014, www.nytimes.com/2014/05/31/us/politics/eric-shinseki-resigns-as-veteransaffairs-head.html.
11. Zucchino, Growing Evidence Points to Systemic Troubles in VA Healthcare System, see reference 1.
12. Fahrenthold, How the VA Developed Its Culture of Coverups, see reference 2.
13. Burton, Veterans Affairs Hospitals Vary Widely in Patient Care, see reference 7.
14. Kesling, Nearly 60,000 Veterans Face Delays Receiving Health CareVA Audit, see reference 5.
15. Burton, Veterans Affairs Hospitals Vary Widely in Patient Care, see reference 7.
Whos Who in
NAME: Bryan T. Blunt.
RESIDENCE: Eloy, AZ.
July 2014 QP 13
KEEPINGCURRENT
BALDRIGE AWARD
STANDARDS
SHORTRUNS
THE INTERNATIONAL CONFERENCE on Quality 2014Tokyo will be
held Oct. 19-22. The conference takes place every three years and is
sponsored by ASQ, the European Organization for Quality and the Union of
Japanese Scientists and Engineers. Visit ww.juse.or.jp/e/conventions/202.
THE SOCIETY OF Automotive Engineers (SAE) Foundation received a
$75,000 grant from the Chrysler Foundation to continue providing science,
technology, engineering and math education programming to K-8 students. An SAE program called A World in Motion gives younger students
opportunities to learn about math and science concepts. For more details,
visit www.sae.org/news.
BY MIKE CROSSEN
14 QP www.qualityprogress.com
BALDRIGE SINGLED
OUT IN REPORT TO
PRESIDENT OBAMA
ON HEALTHCARE
A recent report sent to President Barack Obama
called out the Malcolm Baldrige National Quality
Award as an opportunity for raising awareness
of performance excellence in the U.S. healthcare
system.
In the 66-page report released in late May, the
Presidents Council of Advisors on Science and
Technology (PCAST) offered seven recommendations
to Obama, all of which support and reinforce each
other as components of a strategy to improve the
quality of delivery of healthcare and the health of
Americans through systems engineering, the report
said.
The Malcolm Baldrige National Quality Award was
specifically mentioned in the sixth recommendation:
Establish awards, challenges and prizes to
promote the use of systems methods and tools in
healthcare.
The report continued: Health and Human
Services and the Department of Commerce should
build on the Baldrige award to recognize healthcare
providers successfully applying system engineering
approaches.
The report, titled Better Healthcare and Lower
Costs: Accelerating Improvement Through Systems
Engineering, can be accessed at http://tinyurl.com/
pk23tq9.
ASQNEWS
ASQ RECEIVES AWARD ASQ achieved
visit www.asq.org/media-room/press-
releases/2014/20140512-nightingale-
scholarship-winner.html.
visit www.asq.org/sixsigma-elite.
Conformity assessmentRequirements
wfa/wfa.
http://asq.org/knowledge-center/case-
studies-max-life-improves-customer-
retention.html.
anab-training.
July 2014 QP 15
BLOG
Blogging keeps growing,
remaining a relevant
way to share, learn
and network
SOCIAL MEDIA
July 2014 QP 17
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RELATED ARTICLES
audience or community. Blogs provide additional flexibility to incorporate visuals and audio,
and embed hyperlinks to extend the breadth and depth of the articles scope. People should
write to initiate an interactive connection with readers on an interesting subject or idea.
Mark Graban (MG): I started my blog in 2005 because I was frequently emailing articles
about lean to colleagues. I realized I could post them on a blog, and people could pull
information instead of having it pushed to them via email. I also realized I could reach a
broader audience and use the blog as a way to meet new people in the lean world.
John Hunter (JH): People blog to share their ideas. A blog can be a creative outlet on
a work topic or another topic. I blog about management and also about investing, travel,
More Active
Networking, p. 23.
Google+
Hangout
Follow a link to watch a live Google+
MG: I love blogging, and Ive kept at it nearly every weekday for the last nine years. As
with any sort of writing, I think you have to do it because you want to write and because you
enjoy it. Too many blogs flame out after just a few weeks or months. Maybe the bloggers
who gave it up were motivated to start because they felt like they had to blog. Writing
must be a passionwhether its a blog or a bookand its not right for everybody. Some
folks like to write occasionally, and submitting occasional magazine or journal articles might
JH: I have been blogging for 10 years, which is more than enough time to convince me
it is right for me. Blogging fits my personalityI like short delivery cycles. I dont like the
idea of working on a project that takes a year to reach the audience or customers. With
blogging, I can have an idea, and in an hour I can share that with people across the globe.
Blogging is similar to agile software development in this way: minimize work-in-progress
and deliver working softwareor in blogging, textto users as quickly as possible. Then
iterate and extend.
To a much larger extent than most bloggers, I also take advantage of hypertextlinking
to other related online content. This is also a wonderful thing. Again, it fits my personality.
I wrote a book called Management Matters: Building Enterprise Capability (http://curiouscat-media.com/management-matters), and it had to be an e-book because Im constantly
linking to other parts of the book and resources online.
While writing the book, I thought about how constrained I would feel writing an old
style book with no hypertext capability. I think I would have quit before I finished.
18 QP www.qualityprogress.com
discussion later.
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channel to present viewpoints and opinions on the pertinent quality issues of the day. For
this reason, I enjoy participating within the ASQ Influential Voices framework to realize and
expand the synergistic benefits of collaborative communication.
The Bloggers
Jimena Calfa
Author of Lets
Talk About Quality
and Opportunities
for Improvement blogs.
in blog comments, especially when people disagree because that leads me to sometimes
changing my own viewsto learn.
JH: One of the nice things is how easy it is to blog. I managed several websites for years
before I started blogging (which is quite rare). Dealing with a typical website is much more
work than blogging. With a blog, you can have the idea and be up and running with your
Mark Graban
Author of
Lean Blog.
new blog post in 10 minutes, using something like www.wordpress.com. How easy it is to
blog is one factor.
Another thing I like is being able to refer back to my thoughts on a topic. This is not
something I have ever heard someone else mention as a reason for blogging, but one of
the ways I use blogs is as a resource I can go back and use later.
I also blog as a way to build a personal brand. When people are introducing me to a
colleague, I am often introduced to people as the author of that Curious Cat blog and
website. I have never been introduced as the author of my book.
John Hunter
Author of Curious
Cat Management
and W. Edwards
Deming Institute
blogs.
Jennifer J.
Stepniowski
Author of Quality
Time blog.
JH: When I originally started providing content online (even before blogs), one of my big
goals was to help people improve management. There are many good management ideas
and practices that are decades old and yet ignored. I thoughtand still do thinka big part
of the problem is people havent seen good management ideas.
With blogging, I continue to attempt to help people apply proven management practices.
Daniel Zrymiak
Author of
AQualitEvolution
blog.
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QP: Has blogging helped advance your career and opened doors?
DZ: I was accepted into the portfolio of Influential Voices after I had established myself as a conference speaker, author and an ASQ fellow. The
more appropriate characterization would be that blogging refined my approach and allowed me to target my interests and communicate more precisely. In general, writing has been beneficial. One of my articles published in
a local ASQ newsletter, for example, directly led to a series of postsecondary
instruction assignments for the next 11 years. When viewing blogging as
one of several modes or channels of communication, I can readily testify
that writing has helped advance my career and open doors.
MG: For me, blogging directly opened a door with the publisher of my
first book, Lean Hospitals: Improving Quality, Patient Safety and Employee
Engagement (Productivity Press, 2011). Becoming known as a blogger led to
that introduction, and having a blog demonstrated my willingness and abilityfor what it isto write.
JH: Probably. Even before blogging, my efforts online helped me get a job
at the Office of Secretary of Defense, Quality Management Office. I am not
sure you can point to bloggingor most thingsas the definitive reason
something happens, but I think you definitely can increase your network via
blogging. Doing so increases your opportunities.
I believe blogging can be especially useful for consultants. Blogging allows you to provide evidence that you have something to say worth listening to. It helps others, too, but consultants often need to make many
more sales (new clients and people attending seminars) compared to an
employee who usually gets new jobs much less frequently.
MG: Blogging (and podcasting) has been a great networking and career
opportunity for me. I didnt realize that or have grand plans when I started.
I was just trying to share helpful information and ideas. Being able to interview guests for a blog post or a podcast has been a great excuse to meet
and get to know many interesting people in the lean world. This helped me
build a relationship with Jim Womack, founder of the Lean Enterprise Institute, among others, and that helped create opportunities for the work I did
later with that organization.
The benefits of blogging are indirect. Its not directly a business or a mon-
20 QP www.qualityprogress.com
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5 comments
Real Time,
Interactive
and Dynamic
by Daniel Zrymiak
Writing for publication is something Ive done since I was
a university student more than 20 years ago. Where able, I
have used various channels of communication to present studies, opinions, perspectives or general insights to
interested readers. Prior to the popularization of internet
blogging, I worked with editors and publishers for more
than two decades to submit, revise and deliver articles. In
most cases, these would be either a synthesis or exposition
of concepts I found personally interesting and wanted to
share with my peers.
ASQ is supportive of those who write and want to
have their work published in peer-reviewed magazines,
forums or journals. This activity is incentivized with recertification credits for ASQ certification, award applications
and overall recognitions. As an organization, ASQ has
long recognized the value of encouraging members to
continually raise the level of discussion and advance the
quality issues of the day. (I recently found out that ASQ
will credit participants of the Influential Voices program
with recertification units characteristic of society committee work).
In our internet age, those who provide and receive
communication cannot be satisfied solely with passive
reading. Twenty-first century publication requires real-time,
interactive and dynamic modes of expression. By reducing
or removing the layers between concept and distribution, internet communications fulfill these expectations.
There are multiple formats to communicate, ranging from
individual emails or text messages to internet discussion
forums to a controlled portfolio of internet blog collections.
Having used many of these formats, I find internet
blogging provides the best control over the theme and
consistency of articles, and actually permits the author
to serialize articles to create progressive continuity. This
can help to refine a particular audience, and if certain
controls are activated, manage the discussions and
responses surrounding the content.
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eymaker, but again, being known from my blog has led to paid speaking and consulting
opportunities. Blogging is often part of a strategy I just learned about called inbound marketing. Its a strategy to have people find you because youre creating compelling content
instead of doing push marketing, such as traditional advertising or sending out a ton of
flyers.
JH: One of the benefits I didnt appreciate before I started was how blogging helps build
Influential
Voices
ASQs Influential Voices group is a
your knowledge and understandingin the same way teaching helps you learn the topic
I find myself more thoughtful and engaged with ideas because I think about how I can
build on those ideas in a blog post. When I start writing, I sometimes realize I dont actually
understand the idea or topic as well as it seemed I did. So I must think about it more to be
able to understand it well enough to write about it.
wisdom or applicability that would create enough interest to be quoted and shared. Follow
the examples of authors such as Michael Lewis or Malcolm Gladwell, who dive into the
most common items to find the depth and breadth of interesting facts. Especially consider
I dont think blogging is for everyone, nor do I believe blogging is the full extent of what a
professional should do. I view blogging as one of several opportunities to engage and inter-
act with your fellow professionals and communities on the subject of your choice. It should
visit http://asq.org/blog.
not be seen as something you must do, but rather as an opportunity that you get to have
through the advancement of technology and communications.
MG: Its easy to get started with a blog on free hosting platforms such as www.blogger.com
and www.wordpress.com. Even if you use a free service, its important to get your own URL,
such as www.MyCoolBlogAboutLean.com (case sensitive) instead of a default URL, such as
myblogname.blogspot.com. When you have your own URL, you create your own brand, and
you can move your blog more easily to another platform or to paid hosting solutions.
JH: Do it. Write about a topic you are passionate about. If that topic mirrors your career,
that is great. You can gain benefits to your career, but if not, I would suggest writing about
something you care about and are interested in.
Commenting on other blogs, too, is a good way to engage with others thinking about the
same topics you are. It also might help you get into the habit of writing on the topic you will
blog about. Even though comments will likely be shorter than blog posts, it might be a useful
way to get started. It also can help you come up with ideas on what topics to write about.
The most common reason for the failure of blogs is that bloggers just give up. Many blogs
that are started dont get updated after a few months. To give yourself a chance to make
blogging worthwhile for you, its important to write about something you enjoy. Then write
blog posts continuously for at least six months.
I dont think is too important whether continuously means two or three posts a week or
once a month, although I think it should be at least once a month. The more frequent, however, the better the chances of success. After you get into the habit, I dont think frequency
matters much at all, but to get started, I think a higher frequency of posting is useful.
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3 comments
by Jimena Calfa
After passing the ASQ certified quality process analyst exam in 2010, I thought it would be a great idea to have all the
notes and research Id prepared for the exam online in a single place so it could be accessible anywhere and anytime I
needed it. I found out that a blog was a great tool. It was easy to set up and allowed me to do it in a free and fast way.
What I never imagined was that by sharing my posts on a few social networks, I could reach readers around the
world who started exchanging their knowledge, experiences and opinions with me.
After blogging for four years, I can tell you the benefits of writing are endless. Here are just a few real facts from my
experience:
It allows you to reach people interested in the same field around the world. Today, I have about 7,000 worldwide
visits per month.
Without too much effort, you can create what I call your own online quality network of professionals that gives you
visibility online. With more than 1,500 followers on Twitter and 360 connections on LinkedIn, it helps me share my
experiences and thoughts with an ever-increasing audience.
By establishing an interesting interaction with your readers, its a win-win situation. I try to help my readers wherever I can, answering their questions and sharing my thoughts. At the same time, they help me with their comments,
feedback and testimonials for my own professional development.
It will open doors for you that you never thought you could open. In 2012, ASQ invited me to be part of its Influential
Voices group, where I contribute to a monthly discussion of key quality issues.
It brings you satisfaction at all kinds of levels. One section of my blog called XX vs. YY focuses on resolving questions that I had about the differences between two concepts. For examplequality assurance vs. quality control. After
researching to find the answers and sharing them on my blog, I got incredible satisfaction knowing that people with
the same questions found my posts useful to understanding such differences and use them as references for training
in different organizations and prestigious universities in the United States, Italy and Argentina.
It enhances your online presence, building your credibility and reputation by showing who you are, what your area
of expertise is, and how you think and act as a professional.
With your commitment to writing frequently, blogging will help you keep yourself updated on all of the latest news
on your field of expertise.
Some people ask me: I would like to start a blog, but I dont know exactly what to write about. Do you have any
tips? As I always say, the only rule to starting a blog is to write about your passion. Everybody has one: cooking,
fishing, yoga, construction, family, quality, engineeringyou name it. It is that passion that you must let flow and be
captured in your blog posts. Everything else will come easily.
Regarding tips, I like to share with the readers my blogging commandments I wrote many years ago, which are still
true and useful. I used BLOGGING as a mnemonic to make things easier to remember:
Be yourself, discover what your passion is and let it flow on your blog.
Lean your blog. Keep it simple, fresh, professional and without waste.
Overcome any bad and negative comments or critics. Think of them as great opportunities for improvement.
Get focused on one specific audience.
Grow a quality community.
Interact with your readers.
Network: Let the world know about you and your blog. You never know what doors that will open for you.
Get moving and keep improving.
Cuban writer Jos Mart said: Everyone to be complete has to plant a tree, have a child and write a book.
With respect to Marts words, in this technological age we could replace the last part of the quote with and
write a blog.
HOME
22 QP www.qualityprogress.com
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by Jennifer J. Stepniowski
Blogging is a win-win endeavor. It establishes you as an active participant in the field youre
working in, allows you to develop and manage your personal brand, gives you an opportunity to
stay updated about the things you love, and it lets you practice writing. And, I love being connected
to people who share my passion.
For me, blogging was a natural extension of journaling from a personal perspective and writing
about how my career developed. Ive always maintained notebooks of thoughts and stories, and
even started out as an undergradate student writing copy for people to listen to while they were
on hold. Theres a message or story always worth sharing.
I can remember my first website, which was registered in 2000. My husband and I wanted to
digitally store photos and post updates about our lives to share with family and friends around the
world. That site still follows our lives to this day, although my attention to content development has
shifted to more professional efforts over the years. In 2010, I put up ijenn.me as a way to establish
a personal brand, but more to have a voice about matters I was personally passionate.
Not long after ijenn.me went up, I pitched value creation through content to my employer and
am still fortunate to manage that component of our business. Currently, I manage three blogs, a
few Facebook and LinkedIn pages, and more. Its fun, and its a sure way to never stop learning.
As an adjunct instructor, my students consistently ask what they can add to their rsums to
make them look more established. My best answer here is blogging, in addition to more active
networking and association participation. Employers will Google you, so managing what they find
can determine whether you get a call back.
Anyone can blog. I recently developed and conducted a workshop on managing online presence.
As a lover of all things quality, of course I used the plan-do-check-act cycle to explain how success
can be achieved here. In a nutshell:
Plan: Ive noted that people often underestimate the time required to actively manage a blog or
other social media efforts. I always suggest planning a reasonable amount of time you can dedicate
per day or week, even if its only a few minutes. Being inactive can sometimes be worse than
not being there at all. It can be difficult to establish an exercise routine, but the benefits drive us
forward. I think of blogging as exercise for the brain, and its also professional development.
Do: Following a schedule can be challenging, but most things worthwhile require some level
of effort. Writers block is a terrible thing, and Im sure Ive dreamed of blinking cursors at least
once or twice, but, I can usually find ideas in current events or by reading other blogs or discussion
boards. I just try to express myself and stand by my guiding principle to always be professional and
respectful of others opinions.
Check: I will absolutely admit that I Google myself, and I encourage others to do the same.
Im even crazy enough to recommend setting a quarterly calendar reminder. Even if youre not
looking for a job, you must know whats showing up on the first page of search resultsif anything
shows up at all. Ill admit, too, that I have a search engine optimization edge with the last name
Stepniowski. I also make it a point to look over profiles and privacy settings regularly to keep
things fresh and be more proactive with managing everything.
Act: If Im looking for inspiration or just have a few extra minutes, Ill look over my older content.
It never fails that I notice something that could have been written better, or note information that I
later discovered would be a great addition to the piece. Its a continuous learning and improvement
process, just like anything else.
Writing evolves as we evolve as individuals. Blogging is an amazing opportunity to watch this
happen. I smile sometimes when I think about what my kids or grandchildren will say one day
when they come across my stuff: That crazy quality lady QP
HOME
Comment
Biographies
JIMENA CALFA is a quality software
engineer from Argentina. She holds a
bachelors degree in information systems
engineering from National Technological
University, Cordoba Argentina. She is a
senior ASQ member and an ASQ-certified
software quality engineer and quality
process analyst. She blogs at Lets Talk
About Quality at http://onquality.blogspot.
com and Opportunities for Improvement at
onofi.blogspot.com.
MARK GRABAN is an author, consultant,
speaker and entrepreneur in the field of lean
healthcare and is vice president of innovation and improvement services at KaiNexus
in San Antonio, TX. He earned masters
degrees in mechanical engineering and business administration from the Massachusetts
Institute of Technology in Cambridge, MA. He
blogs at www.leanblog.org.
JOHN HUNTER has worked to improve
management and software development at
the Quality Management Office of the Office
of the Secretary of Defense and the White
House Military Office. He is the author of
Management Matters: Building Enterprise
Capability, the Curious Cat Management
Improvement blog at http://management.
curiouscatblog.net, and the W. Edwards
Deming Institute blog at http://blog.
deming.org.
JENNIFER J. STEPNIOWSKI is communications director at Pro QC International and
an adjunct professor of marketing and
management at Hillsborough Community
College in Tampa, FL. She holds an MBA
from the University of South Florida and
is an ASQ-certified manager of quality and
organizational excellence. Stepniowski is an
ASQ senior member and education chair for
Section 1508. She blogs at Quality Time at
http://ijenn.me.
DANIEL ZRYMIAK is a mobilization lead at
Accenture in Vancouver, British Columbia.
He holds a bachelors degree in commerce
with honors in marketing from the University of Saskatchewan in Saskatoon. Zrymiak
is an ASQ fellow and an ASQ-certified quality
auditor, hazard analysis and critical control
points auditor, biomedical auditor, engineer,
manager, Six Sigma Black Belt and software
quality engineer. He is also a QMI Canadacertified environmental management
systems lead auditor and quality systems
lead auditor. Zrymiak is an ASQ Quality
Press author and reviewer, member leader
and active with the Quality Management
Divisions finance and governance technical
committee. He blogs at AQualitEvolution at
http://qualitevolution.blogspot.ca.
Older posts
July 2014 QP 23
MAKING
CONNECTIONS
Tips for networking your way to
the career you want
by Marshall Brown
CAREERS
In 50 Words
Or Less
July 2014 QP 25
developing relationships.
Instead, just listen. Look into the speakers eyes and give
verbal and nonverbal clues that you are listening and under-
standing.
least you will know one person, and you wont be alone.
you can share. Maybe you know of a person who can help
into a game: You meet two, and I will meet two. Well intro-
others you meet. The old adage, What goes around, comes
the event, check in with each other. Support each other, and
around is true. You may not get immediate help, but oth-
ers will remember that you helped and will speak highly of
people.
you. Your reputation will grow and others will seek you out
perfect job.
Conference connections
know people.
ence is the only connection they make during the year with
exhibit floor expo and all the other events, it can be over-
ing is not about how many cards you can hand out. Its about
26 QP www.qualityprogress.com
CAREERS
about how you met. See if this develops into a conversation. For
anyone with whom you exchange emails, follow up on discussions that pertain to your long term or short-term goals.
Remember the exhibitors. Introduce yourself to selected
discussion groups.
Continue the discussion. At the end of seminars that in-
ness card so they can help connect you with others with simi-
lar interests.
cards with people you meet. Print stickers for the back of the
business cards you take to the conference that say, for ex-
might not have answers to all the what ifs before going into
a room. But by stepping through the door, you will learn more
whom you hand your card might not think to do the same, and
it will remind him or her how you met. Or, write the topic you
say how much you enjoyed the discussionbut dont ask for
business or a job. Follow up with another email several weeks
linkedin.com/in/marshallbrown.
portion.
in this section.
5. Ask for recommendations. Recommenda-
July 2014 QP 27
PROCESS CAPABILITY
by C. Steven Arendall,
Andrew A. Tiger and
Kevin W. Westbrook
QUALITY MANAGEMENT literature has devoted considerable effort over the years to the task of understanding and measuring
process capability.1, 2 Process capability is defined as the best distribution
a process can produce given its present design at a given point in time.3
Currently, the accepted process capability analysis entails two stages:
Establishing process control.
Comparing process performance to customer requirements by
can be performed only on a process in statistical control. Applying process capability to processes that are not in statistical control can result in
unreliable estimates of process capability.5
We agree process capability is unreliable
when measured from an out-of-control (OOC)
process; however, we believe even OOC processes must consider customer requirements.
Neglecting customer requirements until systems
are in a state of statistical control can be time
consuming and expensive.
Although it goes against the conventional
wisdom that the determination of process control
and process capability should be done sequentially, the concurrent assessment of control and
capability is a practical and useful process assessment tool.
In 50 Words
Or Less
Traditionally, process
capability analysis involves
establishing process control and then comparing
process performance to
customer requirements.
A new approach proposes
that before quality practitioners spend considerable time and resources to
establish process control,
they should determine
whether the process has
the potential to meet customer requirements in the
first place.
July 2014 QP 29
Measuring potential
based on potential.
agecould be estimated.
trol limits are calculated and OOC samples are identified, the iterative task of removing OOC points and
chance to be 30.6
Current relationship
between process control
and process capability / FIGURE 1
Proposed relationship
between process control
and process capability / FIGURE 2
Measure process
control.
Measure process
control.
Has
potential?
In
control?
In
control?
Measure
process
potential.
Yes
Process capability
analysis.
30 QP www.qualityprogress.com
No
Yes
Process
capability.
No
Yes
No
System
redesign.
PROCESS CAPABILITY
necessary.
follows:
= =
USL X , X LSL
3
3
}.
No
Yes
Zone 1
Zone 2
No
Zone 3
Zone 4
Now, we will expand on this new quality improvement process by suggesting that at any time, four scenarios exist based on process control and potential
process capability (see Table 1). Depending on the
specific zonal quadrant a process falls within, different
quality management actions are appropriate.
If a process is running in statistical control and is
capable of meeting specifications, for instance, it is
Zone 1
100% inspection
Zone 2
Zone 3
Zone 4
System redesign
Specification review
July 2014 QP 31
PROCESS CAPABILITY
is not a trivial assumption and requires quality management to make a decision based on an uncertain
Technique example
when necessary.
The company invited its top 25 suppliers to participate in a vendor assessment and assistance program.
Process data were collected from these suppliers.
Based on the degree of statistical control and their potential capability of meeting the current specifications,
the vendors were placed into one of the four quadrants. Those that did not fall in the zone-one quadrant
met with the food manufacturer to discuss where they
were and how they could improve quality.
More than a handful of these vendors were categorized as zone two. None of these zone-two operations
had SPC systems in place, but several were planning
to buy new equipment to address their quality problems. Of course, they were encouraged to invest in
SPC training and implementation instead. In all but
REFERENCES
1. Daniela Marzagao, Cp, Cpk, Pp and Ppk: Know How and When to Use Them,
iSixSigma, Feb. 26, 2010, http://isixsigma/tools-templates/capabilityindices-process-capability.
2. Thomas Pyzdek, The Six Sigma Handbook, revised and expanded edition,
McGraw-Hill, 2003.
3. K. Lai Chan, Smiley W. Cheng and Frederick A. Spiring, A New Measure of
Process Capability: Cpm, Journal of Quality Technology, Vol. 20, July 1988,
pp. 162-175.
4. William J. Stevenson, Operations Management, 11th edition, McGraw-Hill,
2012.
5. Pyzdek, The Six Sigma Handbook, revised and expanded edition, see reference 2.
6. Ira Berkow and Jim Kaplan, The Gospel According to Casey, St. Martins
Press, 1992, p. 23.
7. Eugene L. Grant and Richard S. Leavenworth, Statistical Quality Control,
sixth edition, McGraw-Hill, 1988, pp. 122-125.
8. Marzagao, Cp, Cpk, Pp and Ppk: Know How and When to Use Them, see
reference 1.
9. Philip B. Crosby, Quality is Free, McGraw-Hill, 1979.
10. Pyzdek, The Six Sigma Handbook, revised and expanded edition, see
reference 2.
32 QP www.qualityprogress.com
2014
QP
SALARY
SURVEY
Necessary
Measures
METROLOGY
July 2014 QP 35
measurement system.
deciding how to modify the sampling plan to a more manageable size. There are several ways to reduce the sampling plan and still provide enough data to estimate the
variance components of interest:
Measure 1
Gage 1
Measure 2
Gage 2
Gage 3
Sensor 1
Gage 4
Gage 5
capability of the measurement system. Two other measures of the capability of the measurement system
Gage 6
Operator 2
36 QP www.qualityprogress.com
METROLOGY
the wind and solar energy industries since 1982. Its cus-
nal study.
The data collection plan for the expanded gage R&R re-
DF
9
Adj SS
Adj MS
6.169921
0.685547
927.65
P-value
0.000
0.009792
0.009792
3.67
0.121
Gage
0.381223
0.076245
25.54
0.001
Sensor x operator
0.005085
0.000565
0.80
0.615
45
0.039546
0.000879
1.25
0.161
0.014055
0.002811
3.99
0.002
0.000705
Sensor x gage
Operator x gage
Gage.
Repeatability
165
0.116283
Total
239
6.735905
F-statistic
Operator
/ TABLE 1
DF = degrees of freedom
July 2014 QP 37
METROLOGY
Source
Variance
component
Percent contribution
(of variance component)
0.0027380
8.76
Repeatability
0.0007005
2.23
Reproducibility
0.0020405
6.53
Operator
0.0000582
0.19
Gage
0.0018313
5.86
Sensor x operator
0.000000
0.00
Sensor x gage
0.0000453
0.14
Operator x gage
0.0001057
0.34
its capability. QP
Part-to-part
0.0285278
91.24
Sensor
0.0285278
91.24
Total variation
0.0312658
100.00
REFERENCES
/ FIGURE 2
5.2
5.1
5.0
4.9
4.86
4.7
4.80
4.86
4.8
4.76
4.82
1. L.A. Johnson and S.P. Bailey, Implementing an Expanded Gage R&R Study,
proceedings from the ASQ World Conference on Quality and Improvement,
May 2013, Anaheim, CA.
2. Measurement Systems Analysis Reference Manual, third edition, Automotive
Industry Action Group, 2003.
3. Y. Zuo, Effect of Sample Size on Variance Component Estimates in Gage R&R
Studies, Minitab white paper.
4. Measurement Systems Analysis Reference Manual, see reference 2.
5. L.A. Johnson, How to Design, Analyze and Interpret the Results of an Expanded Gage R&R Study, Minitab white paper.
6. D.C. Montgomery, R.K. Burdick and C.M. Borror, A Review of Methods for
Measurement Systems Capability Analysis, Journal of Quality Technology, Vol.
35, No. 4, 2003, pp. 342-354.
4.77
4.6
4.5
4.4
Gage 1
Gage 2
Gage 3
38 QP www.qualityprogress.com
Gage 4
Gage 5
Gage 6
INNOVATION IMPERATIVE
BY PETER MERRILL
Making Choices
A lifetime of decisions leads to a career in innovation
WHEN YOU think about how to steer
Tough decisions
academic research.
While I didnt pursue the doctorate, I did earn an MBA. I did this while
equip me ideally
you to do some-
R&D department of
a major corpora-
July 2014 QP 39
INNOVATION IMPERATIVE
become managing director of the organiza-
Moving on
that experience.
Entrepreneurship.
industry changes.
Into innovation
he saw me as a threat.
40 QP www.qualityprogress.com
ing it. QP
PETER MERRILL is president of Quest
Management Systems, an innovation
consultancy based in Burlington, Ontario. Merrill is the author of several
ASQ Quality Press books, including Do
It Right the Second Time, second edition (2009), and Innovation Generation
(2008). He is a member of ASQ and
chair of the ASQ Innovation Interest Group.
STATISTICS ROUNDTABLE
BY JULIA E. SEAMAN
AND I. ELAINE ALLEN
Dont Be Discrete
ference.
Types of data
/ TABLE 1
Variable
Definition
Examples
Quantitative
(often
referred to as
continuous)
Age, weight,
abundance, number
of units produced,
percentages and rates.
Ordinal (also
referred to as
ranks)
Categorical
July 2014 QP 41
STATISTICS ROUNDTABLE
Gender
Male
Female
4.00
Symptoms z-score final
4.00
2.00
1.00
.00
-1.00
-2.00
-3.00
-3.00
-2.00
Categorization of two
symptom scores by gender
into four groups / FIGURE 2
-1.00
.00
1.00
2.00
3.00
3.00
2.00
1.00
.00
-1.00
-2.00
-3.00
For example
an individuals privacy.
groups, respectively.
42
Categorization considerations
QP www.qualityprogress.com
Baseline symptoms
Linear regression
lines for continuous
and categorized
data / TABLE 2
Continuous model:
B
Std.
error
p-value
(Constant)
-0.381
0.155
0.015
Symptoms
0.757
0.041
0.000
Gender
0.216
0.104
0.039
R2 = 0.656
Gender
Male
Female
Std.
error
p-value
(Constant)
-0.503
0.089
0.000
groupedHtz
1.047
0.028
0.000
Gender
-0.001
0.059
0.991
R2 = 0.888
Binary split model:
B
Std.
error
p-value
(Constant)
-0.915
0.163
0.000
dichotbaseline
1.887
0.103
0.000
Gender
-0.005
0.104
0.959
R2 = 0.650
Std. error = standard error
relationships.
4.00
BIBLIOGRAPHY
Chen, Henian, Patricia Cohen and Sophie Chen, Biased
Odds Ratios From Dichotomization of Age, Statistics in
Medicine, 2007, Vol. 26, No. 18, pp. 3,487-3,497.
Irwin, Julie R., and Gary H. McClelland, Negative Consequences of Dichotomizing Continuous Predictor
Variables, Journal of Marketing Research, August 2003,
Vol. 40, No. 3, pp. 366-371.
Lazic, Stanley E., Why We Should Use Simpler Models if the
Data Allow This: Relevance for ANOVA Designs in Experimental Biology, BMC Physiology, 2008, Vol. 8, No. 16.
Maxwell, Scott E., and Harold D. Delaney, Bivariate Median
Splits and Spurious Statistical Significance, Quantitative
Methods in Psychology, 1993, Vol. 113, No. 1, pp. 181-190.
Naggara, O., J. Raymond, F. Guilbert, D. Roy, A. Weill and
Douglas G. Altman, Analysis By Categorizing or Dichotomizing Continuous Variables Is Inadvisable: An Example
From the Natural History of Unruptured Aneurysms,
3.00
Gender
Male
Female
2.00
1.00
.00
-1.00
-2.00
-3.00
Few symptoms
Many symptoms
Baseline symptoms
July 2014 QP 43
BY CHRISTOPHER L. GRACHANEN
Calculating Uncertainty
Understanding test accuracy and uncertainty ratios
IN METROLOGICAL circles, there are
Real-life conditions
follows:
possible.
Instrumentation threshold-triggering
operating conditions.
inconsistencies.
tween measurements.
Operator control inconsistencies between measurements.
Operator reading interpretation inconsistencies between measurements.
Instrumentation resolution rounding
inconsistencies.
in its usage:
Comparing merit
ME uncertainty.
44 QP www.qualityprogress.com
this article).
CHRISTOPHER L. GRACHANEN is
a master engineer and operations
manager at Hewlett-Packard Co. in
Houston. He earned an MBA from
Regis University in Denver. Grachanen
is a co-author of The Metrology
Handbook (ASQ Quality Press, 2012),
an ASQ fellow, an ASQ-certified
calibration technician and the treasurer of the Measurement
Quality Division.
Enroll Now
Classes start July 14
Milwaukee, WI
asq.org/sixsigma-elite
Eliminate waste
Streamline processes
This is your first step to becoming a globally recognized ASQ Certified Six Sigma
Green or Black Belt.
GREEN BELT
7/14/14
8/11/14
9/15/14
10/20/14
9/8/14
10/6/14
11/3/14
12/8/14
BLACK BELT
TRAINING
CERTIFICATION
CONFERENCES
MEMBERSHIP
PUBLICATIONS
TM
July 2014 QP 45
BY MIKE GLOVER
Return to Roots
Taking quality on a round-trip journey
MANUFACTURING IS in my blood. I
often accompanied my Dad on take your
child to work days1 when he worked
for Westinghouse in Utah and for Eckert
Enterprises in Arizona. Those experiences
helped me learn about the manufacturing
industry and why it is the heart of America.
In my dads free time, he and I worked
on fun projects together, such as participating in the pinewood derbya racing
event for Cub Scouts in the Boy Scouts of
America. The precision-cut derby car that
my Dad and I built was the fastest car on
the tracks, indeed. I never lost a race as a
Cub Scout.
After I graduated from high school, my
father left Eckert Enterprises and founded
his own machine shop, Glover Precision
in Mesa, AZ. I helped him clean the ma-
advantage.
so long as it is black.2
Lessons in leadership
After my volunteer term ended, I stayed
to frontline staff.
46 QP www.qualityprogress.com
processes. QP
their best and continue to improve themselves and their processes daily. Quality
Visit asq.org/cert-prep
for more information
on ASQ certifications
and certification
preparation products,
or call 800-248-1946.
TRAINING
CERTIFICATION
CONFERENCES
MEMBERSHIP
PUBLICATIONS
TM
July 2014 QP 47
CAREER CORNER
BY JOSEPH D. CONKLIN
Opening Doors
Career centers unlock opportunities for displaced workers
IN OCTOBER 2013, I was one of many
work lives.
Center?
displaced workers.
48 QP www.qualityprogress.com
latest.
to overcome barriers.
career?
teacher.
JC: What attitudes and habits help applicants succeed in training programs?
JW: Applicants must demonstrate the
same attitudes and habits in training as
JC: What services exist for helping applicants handle the stress of job loss?
ceed?
Black Belt.
July 2014 QP 49
STANDARDS OUTLOOK
Revision Runway
SIPOC implemented in process for updating AS9100 standards
REVISION ACTIVITIES on AS9100
qualityprogress.com.
Suppliers
organizations.
Internal stakeholder
stakeholder groups to
50 QP www.qualityprogress.com
Inputs
are represented.
AS9100 team.
additional requirements.
Process
includes:
/ FIGURE 1
96, 28%
21, 6%
.5%
1, 0
%
,5
17 %
2
6,
78, 23%
enhancement.
Human factorsconsider inclusion.
14
,4
%
12,
3%
Maintenance/repair organizations
International Aerospace Quality Group (IAQG)
product and supply chain improvement
strategy team
IAQG Space Forum
AAQG Space Forum
Web surveyOASIS suppliers/others
Trade organizations
approach.
Counterfeit partsconsider inclusion.
Configuration managementconsider
enhancement.
Product realization planningconsider
link to AS9102, the First Article Inspection (FAI) standard, and Advanced
Product Quality Planning/Production
Parts Approval Process (APQP/PPAP).
July 2014 QP 51
STANDARDS OUTLOOK
Plan
Do
Check
hancement.
tions.3
tional standard (DIS). The DIS will be reviewed by the writing team and provided
Customers
5. Leadership
Leadership and commitment
Policy
Roles, responsibility and
authority
6. Planning
Actions to address risks and
opportunities
Objectives and plans to
achieve them
Planning of changes
phase two.
7. Support
Resources
Competence
Awareness
Communication
Documented information
Act
Post-delivery supportconsider
8. Operation
Operational planning and
control
Determination of
requirements
Design and development
Control of externally provided
products and services
Production and service
provision
Release of products and
services
Nonconforming process
outputs, products and
services
9. Performance evaluation
Monitoring, measurement,
analysis and evaluation
Internal audit
Management review
10. Improvement
Nonconformity and
corrective action
Continual improvement
Outputs
The AS9100 series outputs include:
AS9100 series standards, which include AS9100Quality management
systemsRequirements for aviation,
space and defense organizations;
AS9110Quality maintenance
systemsAerospaceRequirements
for maintenance organizations;
AS9120Quality management
systemsAerospaceRequirements
for stockist distributors; AS9115
Quality management systemsRequirements for aviation, space and
defense organizationsDeliverable
software; and ARP9137Guidance
for the application of AQAP 2110
52 QP www.qualityprogress.com
NOTE
A presentation of the topics discussed in this article is
available on the IAQG website, www.iaqg.org.
L.L. BUDDY CRESSIONNIE is the
Americas requirement lead and the
Americas lead for the IAQG AS9100
team, as well as a voting member
of the U.S. Technical Advisory Group
to ISO/TC 176. In these roles, he
represents the Lockheed Martin Corp.,
where he works in the aeronautics
business area overseeing quality and mission success
processes. Cressionnie is an ASQ senior member with
quality manager and quality auditor certifications. He also
is an RABQSA-certified aerospace experienced auditor and
International Register of Certified Auditors lead auditor for
ISO 9001 and ISO 14001. Cressionnie has an MBA from Texas
Christian University in Fort Worth and a bachelors degree
in industrial and systems engineering from the University of
Florida in Gainesville.
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QPREVIEWS
Why Doers Do: Managing
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People Investment
(book).
This book is a
managing group
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explored.
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a detailed table of
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tool to use to find information, but rather
a story about "doers doing." The nine
chapters explore the nine elements of the
externality-tangibility (E-T) model.
The book opens with the story about
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in a handy table.
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This is a highly beneficial and easy-toread book that will benefit many people.
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BY SEAN P. GOFFNETT
needs of tomorrow. QP
measures of success.
requirements.
BIBLIOGRAPHY
Cascio, W. F., Global Performance Management Systems,
from The Handbook of Research in International Human
Resources Management, Edward Elgar Ltd., 2006, pp.
176198.
Caplan, Janice, The Value of Talent: Promoting Talent Management Across the Organization, Kogan Page, 2010.
Developing Employees: Expert Solutions to Everyday Challenges, Harvard Business School Press, 2009.
Fenwick, Tara, Professional Growth Plans: Possibilities and
Limitations of an Organizationwide Employee Development Strategy, HR Development Quarterly, 2003, Vol. 14,
No. 1, pp. 59-77.
Hamori, Monika, Jie Cao and Burak Koyuncu, Why Top Young
Managers Are in a Nonstop Job Hunt, Harvard Business
Review, July-August 2012.
IDP Individual Development Planning Guide to Getting
Started, Yale University, 2013, www.yale.edu/hronline/idp.
Jackson Jr., D.W. and N.J. Sirianni, Building the Bottom Line
by Developing the Frontline: Career Development for
Service Employees, Business Horizons, 2009, Vol. 52, No.
3, pp. 279-287.
Latham, G.P., The Motivational Benefits of Goal Setting,
Academy of Management Executive, 2004, Vol. 18, pp.
126-129.
Lipman, Victor, Why Employee Development Is Important,
Neglected and Can Cost You Talent, Forbes, Jan. 29, 2013,
www.forbes.com/sites/victorlipman/2013/01/29/whydevelopment-planning-is-important-neglected-and-cancost-you-young-talent.
Mattone, John and Luis Xavier, Talent Leadership: A Proven
Method for Identifying and Developing High-Potential
Employees, American Management Association, 2012.
1. Development goals.
opment goal.
64 QP www.qualityprogress.com
BENCHMARKING
Key Manufacturing Benchmarks at a Glance
A collection of documents highlights
manufacturing process benchmarks for
organizations in aerospace, consumer products/
packaged goods, electronics, industrial products,
and petroleum/chemical industries.
WEBCAST
ISO 9001:2008 in Police Organizations
David Amari shares how to apply the most widely
used standard on quality management systems in the
world to police and law enforcement organizations,
from implementation to success stories.
Access this months featured content and more Web exclusives in the
ASQ Knowledge Center at asq.org/knowledge-center/featured.html.
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