American Society for Quality

Tom Clark

11/28/2005 2

Agenda

1. ASQ Defined

2. Brainstorming Exercise

3. Nuts & Bolts of ASQ

4. How It Works

5. Real World Example

6. Exercise

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1. ASQ Defined

• Organization that promotes quality and continual improvement in:

– Manufacturing, Education, Government, Healthcare, and Services

1. ASQ Defined

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2. Brainstorming Exercise

• Why should you care about the ASQ?

2. Brainstorming Exercise

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Why Care?

• Because Quality Pays!!

“In nearly all cases, companies that used total quality management practices achieved better employee relations, higher productivity, greater customer satisfaction, increased market share, and improved profitability.”

--1991 GAO Study

2. Brainstorming Exercise

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3. Nuts & Bolts

What does the ASQ do?

• Informing

• Advocating

• Training

• Rewarding

3. Nuts & Bolts of ASQ

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Informing

• ASQ Website

• ASQ Publications

3. Nuts & Bolts of ASQ

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Advocating

• Provide expert opinion to lawmakers

Recent Examples:• October 29, 2004– ASQ releases a statement on quality on the

election process

• August 3, 2004– Suzanne Keely, an ASQ Market Manager, presents before several high school summits put on by the U.S. Department of Education

• May 7, 2004– Staff of the House Education and Workforce Committee invite representatives from ASQ to advise them on quality methods in higher education.

3. Nuts & Bolts of ASQ

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Training

• Training CD-ROMs

• On-site Training

• Networking Opportunities & Events

• Quality Management Curriculum

3. Nuts & Bolts of ASQ

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Rewarding

• Classified by national, regional, and society unit

• Malcom Baldrige National Quality Award

• Certifications

3. Nuts & Bolts of ASQ

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4. How It Works

It’s Simple!!!

4. How It Works

But companies have to take the information and incorporate it into their firm.

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5. Real World Example

Pearl River School District

• Implement “golden thread” quality structure and “balanced scorecard” approach

5. Real World Example

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6. Exercise

You are the owner of a medium-sized dental practice with several dentists, hygienists, and front office staff. Your organization suffers from high employee turnover, frequent requests to rework procedures, and a declining reputation in the community. What ASQ resources could you utilize to turn things around?

6. Exercise

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Summary

• ASQ seeks to promote quality in a wide variety of organizations

• It promotes quality by informing, advocating, training, and rewarding

• Companies must take advantage of this information for it to have effect.

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Readings List

• American Society for Quality www.asq.org

• Make Good Great www.makegoodgreat.org

• FreeQuality www.freequality.org

• American Customer Satisfaction Index (ACSI) www.theacsi.org

• ANSI-ASQ National Accreditation Board (ANAB) www.anab.org