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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
11/28/2005 3
1. ASQ Defined
• Organization that promotes quality and continual improvement in:
– Manufacturing, Education, Government, Healthcare, and Services
1. ASQ Defined
11/28/2005 4
2. Brainstorming Exercise
• Why should you care about the ASQ?
2. Brainstorming Exercise
11/28/2005 5
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
11/28/2005 6
3. Nuts & Bolts
What does the ASQ do?
• Informing
• Advocating
• Training
• Rewarding
3. Nuts & Bolts of ASQ
11/28/2005 7
Informing
• ASQ Website
• ASQ Publications
3. Nuts & Bolts of ASQ
11/28/2005 8
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
11/28/2005 9
Training
• Training CD-ROMs
• On-site Training
• Networking Opportunities & Events
• Quality Management Curriculum
3. Nuts & Bolts of ASQ
11/28/2005 10
Rewarding
• Classified by national, regional, and society unit
• Malcom Baldrige National Quality Award
• Certifications
3. Nuts & Bolts of ASQ
11/28/2005 11
4. How It Works
It’s Simple!!!
4. How It Works
But companies have to take the information and incorporate it into their firm.
11/28/2005 12
5. Real World Example
Pearl River School District
• Implement “golden thread” quality structure and “balanced scorecard” approach
5. Real World Example
11/28/2005 13
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
11/28/2005 14
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.
11/28/2005 15
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