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Shortening Throughput Time of a Hospital's Billing Process
In this case study from the April 2013 Quality Engineering, see how a Dutch hospital applied lean Six Sigma to shorten its billing process by one month. Key tools used for the project included the Gantt chart and critical path analysis.
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Search more than 1,600 examples of quality in the real world, many available open access. - Research
The Global State of Quality Research: Discoveries 2013
Read the first of a series of three reports providing data on quality operations and their impact on organizations worldwide. Learn about trends and review benchmark data to compare your organization to the current state of quality.
More Research Available From ASQ
Benchmarking reports - QP's annual Salary Survey - Future of Quality study
- Video
ASQ TV Episode 3: Recalls and Quality
In the latest episode of ASQ TV, see a discussion of recall plans and prevention; an overview of root cause analysis; and case study examples including how a business school improved job placement for students and how a yoga pants maker managed its recent recall.
Best Practice in Team Excellence Webcast Part 3In the final segment of a three-part series, learn how you can use the Team Excellence framework to enhance success rates with team-based improvement projects. Also see part 1 and part 2, and find more webcasts on topics including quality tools, quality culture, and change management.
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Editor's Picks
Design of Experiments in Search Engine Optimization
A mini-paper from the May 2013 Statistics Division Newsletter presents a case study in which design of experiments contributed to the improvement of online marketing. Experimentation identified a combination of settings expected to optimize click rate, with a projected recovery of $185,000 in lost opportunity the first year.
The Statistics Division Newsletter and mini-papers are member-benefit publications of the Statistics Division.
The FTA's Quality Management System Guidelines
In DCD Quality Connections, available open access from the Design and Construction Division, read an overview of the Federal Transit Administration's (FTA) quality management system guidelines.
The recently updated guidelines place additional focus on establishing quality objectives, increase the scope of document control, and stress continual improvement.
Permission to Forget,
10th Anniversary Edition
Ten years ago the first edition of Permission to Forget was published, and now this landmark anniversary edition is available. The book describes 10 decades of wasteful practices buried deep within U.S. schools.
Preview the first chapter and full table of contents.
Partnerships to Improve STEM Education
The May 2013 Quality Approaches in Higher Education focuses on partnerships among universities, industry, and government that enhance and provide experiential learning to science, technology, engineering, and mathematics (STEM) majors.
More STEM Resources
For more STEM resources, see the STEM Education and Careers topic page. Featured content includes open-access proceedings from the upcoming 2013 Advancing the STEM Agenda Conference.
Leadership Development:
Nature or Nurture?
In the current Journal for Quality and Participation, Kenny Moore argues that truly great leaders are not developed in the classroom but are born with qualities that take them far in life and in business.
Read "Leadership Development: A Whole Lot of Hooey" (PDF, open access), and browse more articles from this issue on leadership development.
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Today's Quality Quote:
"Just as passion without a system will fail, so will a system without passion fail. We must have a system with passion." - Thomas Berry
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Quality Classic
Don't Let Your Customers Fool You
At the 1992 Annual Quality Congress, Hollis R. Lipscomb and John R. Lipscomb presented the "Customer Satisfaction Determination Model" as a departure from the traditional complaint-driven approach to understanding customer satisfaction. Read about their blueprint for developing a continuous improvement strategy to determine and drive customer satisfaction.
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