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Quote of the Day

  • The Voice of the Customer guides world-class leaders’ every action and decision.

    Chang, Labovitz, and Rosansky

  • Man lives by bread alone, when there is no bread.

    Douglas McGregor

  • There are as many different approaches to starting SPC as there are companies trying to do it.

    Thomas Pyzdek

  • Curious that we spend more time congratulating people who have succeeded than encouraging people who have not.

    Neil deGrasse Tyson

  • Quality and frustration have one core thing in common: They are both based on someone’s expectations!

    Kenneth Estep, Cisco Systems, Inc.

  • The ability to deal with people is as purchaseable a commodity as sugar or coffee. And I will pay more for that ability than any other under the sun.

    John D. Rockefeller

  • A 'problem' is the distance between where you are now and where you could be—no matter how good you are now.

    Townsend and Gebhardt

  • No great discovery was ever made without a bold guess.

    Issac Newton

  • In world-class organizations, working to improve quality is not an extracurricular activity. It is a minimum requirement

    Chang, Labovitz, and Rosansky

  • Consumers, by seeking quality and value, set the standards of acceptability for products and services by voting with their marketplace dollars.

    Ronald Regan

  • There is only one valid definition of business purpose: to create a customer.

    Peter Drucker

  • If you do what you’ve always done, you’ll get what you’ve always gotten.

    Anonymous

  • You can’t sell from an empty wagon.

    Charles Tandy (Tandy Corp.)

  • Learn from yesterday to build a better tomorrow by doing well today.

    Yousef Nasser

  • The knowledge of an effect depends on and involves the knowledge of a cause.

    Baruch Spinoza

  • Quality needs to be constantly improved, but it is just as necessary to make sure that quality never deteriorates.

    Shigeru Mizuno

  • Quality screams its presence or absence within the first minutes of a consumer’s experience with a product or a service. It may not be visible, but it is tangible.

    Shoba Mittal, Director of Quality, Allegheny County Dept. of Human Services

  • Fear always represents objects in their worst light.

    Livy

  • We can only be as good as our customers’ satisfaction. Practice quality!

    Rich Graham, Quality Supervisor, Roofing Systems, Johns Manville

  • Human beings are more alike than one would think at first.

    Abrahan Maslow

  • Quality without production or service does not exist, and production or service without quality has no value.

    Wasi Asghar, Suminter India Organics

  • Effective delegation is perhaps the best indicator of effective management simply because it is so basic to both personal and organizational growth.

    Steven Covey

  • Quality is understanding, accepting and meeting the needs and expectations of customers.

    W. David Hall, ProSolve Consulting Ltd.

  • Today’s problems come from yesterday’s ‘solutions.’

    Peter Senge

  • Since variation exists, the organization must culturally address potential failures.

    Marty Slabey, QBO Corporation

  • In the best institutions, promises are kept no matter what the cost in agony and overtime.

    David Ogilvy

  • A useful motto during the start-up phase is, ‘Think big - start small'.

    Ernst & Young

  • The mind is slow to unlearn what it has been long in learning.

    Seneca

  • The customers do not feel the average. They feel the variation.

    Tom Groark

  • Quality comes not from inspection but from improvement of the process.

    Mary Walton

  • Effective SPC is 10% statistics and 90% management action.

    John Hardesky

  • Not everything that counts can be counted; not everything that can be counted counts.

    Albert Einstein

  • The road to continuous improvement is and must be an appropriately tailored, optimized, and personal one.

    V. Daniel Hunt

  • To say we’ve always done it that way opens the door for competitors to do it better.

    Mark Arnson, Quality Engineer, Milwaukee Composites

  • The spirit of the thing lives in the details.

    Mies van der Rohe

  • Problems are only opportunities in work clothes.

    Henry J Kaiser

  • Quality depends on good data. It also depends on executive leadership in using that data.

    Juran Institute Inc.

  • Service is not a competitive edge, it is the competitive edge.

    Albrecht and Zemke

  • The reason we don’t have time to fix it today is that we didn’t take the time to do it right yesterday.

    Diljit S. Matharu, Quality Leader, Creation Technologies

  • Life may not always be fair or as you expect. You came with a birth certificate, not a guarantee.

    Larry Roberts, Quality Control Manager, CMC Howell Metal

  • For every complex question there is a simple answer, and it is wrong.

    H. L. Mencken

  • If management thinks people don’t care, it’s likely that people won’t care.

    F. James McDonald (General Motors Corporation)

  • Wisdom denotes the pursuit of the best ends by the best means.

    Francis Hutcheson

  • Quality enables average organizations to become great, and great organizations to become extraordinary.

    Shingai Gerald Mabambe, Quality Assurance Manager, B. Braun Australia & New Zealand

  • There is one basic cause of all effects.

    Giordano Bruno

  • The greatest of faults is to be conscious of none.

    Thomas Carlyle

  • Slow and steady wins the race.

    Aesop

  • When the customer says, ‘That ain’t it,’ then that, in fact, ain’t it.

    John Guaspari

  • Both processes and results are important for a well-functioning system. Processes without results are useless, and results without processes are unsustainable.

    Govind Ramu, Sun Power Corporation

  • Unfortunately, problems do not come to the administrator carefully wrapped in bundles with the value elements and the factual elements neatly sorted.

    Herbert Simon

  • A leader is a dealer in hope.

    Napoleon Bonaparte

  • How many people work for Quality in your organization?

    Paul Tang, Quality and Project Manager

  • The message of the kaizen strategy is that not a day should go by without some kind of improvement being made somewhere in the company.

    Masaki Imai

  • Every action performed with a blind eye toward quality is an attack on the success of the individual and on the success of the organization as a whole.

    Larry Roberts, Quality Control Manager, CMC Howell Metal

  • If you do not get it right the first time, what will you change to do better the second or third time?

    Ronald L Post, Principal Quality Engineer, Westinghouse Electric Co.

  • The time to repair the roof is when the sun is shining.

    John F. Kennedy

  • [Great TQM leaders are] in the habit of asking ‘Why?’ (not 'Who?’) when things go wrong.

    Chang, Labovitz, and Rosansky

  • The concept of managing the moments of truth is the very essence of service management.

    Albercht and Zemke

  • Leadership fails when it concentrates on sheer survival.

    Philip Selznik

  • If there is one consistent lesson from those who have led this effort [toward continuous improvement], it is that there is no universal strategy for success.

    V. Daniel Hunt

  • The journey toward excellence is a never-ending road. Some people, because they see no end to their road, never take the first step.

    H. James Harrington

  • Ignorance never settles a question.

    Benjamin Disraeli

  • It is time to stop perpetuating the myth of simplicity. The system of organization invented by mankind generates complex problems that cannot be solved by simple solutions.

    Ralph H. Kilman

  • Coordination and productive use of differences should be achieved by group decision making processes used skillfully throughout the company.

    Rensis Likert

  • It isn't that they can't see the solution. It is that they can't see the problem.

    G. K. Chesterton

  • Everyone in the company is the CEO’s customer.

    Fred Smith (Federal Express)

  • He is always right who suspects that he makes mistakes.

    Spanish Proverb

  • If the only tool you have is a hammer, you tend to see every problem as a nail.

    Abrahan Maslow

  • A mistake is an event, the full benefit of which has not yet been turned to your advantage.

    Ed Land (Polaroid)

  • Quality, like anything else worth doing, doesn’t just happen. It’s not like tomorrow; you can’t just wait and it will come to you.

    H. James Harrington

  • Corporations need to become people factories—places that develop people—not human warehouses that only produce window watchers.

    A. William Wiggenhorn (Motorola University)

  • If we can really understand the problem, the answer will come out of it, because the answer is not separate from the problem.

    Jiddu Krishnamurti

  • Some say, ‘You only get what you measure.’ I say, 'And that’s all you get!’

    A. Donald Stratton

  • The leader must have infectious optimism.

    Field Marshall Bernard Montgomery

  • If only one or two hours of a forty-hour week use the team approach, the approach is likely to have limited impact.

    Buchholz and Roth

  • Mediocrity is the result when fear of failure permeates an organization.

    Scherkenbach

  • … my advice to all students is to question everything! You never know where a ‘silly question’ may lead you.

    Derek Abbott, School of Electrical & Electronic Engineering, University of Adelaide

  • What gets measured gets done.

    Mason Haire

  • Whatever is worth doing is worth evaluating.

    Wynn and Guditus

  • What we get, and all we ever get, from the outside is information; how we choose to act on this information is up to us.

    William Glasser

  • He who runs his company on visible figures alone will soon have neither company nor visible figures to work with.

    W. Edwards Deming

  • If you don’t generate excitement, you don’t generate much.

    Bill Marriott

  • It may be said that those who succeed in problem-solving in quality control are those who succeed in making a useful cause-and-effect diagram.

    Hitoshi Kume

  • To change is to risk something. That makes us insecure. Not to change is the bigger risk, but it seldom feels that way.

    Robert H. Waterman Jr.

  • Every day when you go to work, think what better you can do today for your customer.

    Ankush Kumar, Siegwerk India Pvt Ltd.

  • Quality control and standardization are extremely closely linked.

    Katsuya Hosotani

  • The problem is not to get people to do what they are told, but to do what they are not told or even what they can’t be told.

    Richard Cornuelle

  • Error 1 = opportunity 1. Error 1 repeated = opportunity missed.

    Brian Mailhot, Continuous Improvement Specialist

  • The Only Easy Day Was Yesterday.

    Navy SEALs (Sea, Air & Land)

  • The only thing that counts as a mistake is doing it twice.

    Larry Roberts, Quality Control Manager, CMC Howell Metal

  • All good things which exist are the fruits of originality.

    John Stuart Mill

  • Think quality and do quality to be quality.

    Karen L. Hansen, Director, Quality Assurance & Compliance, Allied Community Resources

  • Slogans, posters on the wall, appearances in company videos and at occasional in-house quality award ceremonies are always impersonal and inadequate.

    Allan Sayle

  • Quality is not a sprint; it is a long-distance event.

    V. Daniel Hunt

  • Everyone in an organization should be integrated in pursuing the dual goals of zero breakdowns and zero defects.

    Ramesh Lohia and Jack T. Parker, Consultants, iSixSigmaKaizen

  • No one desires what is unknown.

    Ovid

  • It requires a very unusual mind to undertake the analysis of the obvious.

    Alfred North Whitehead

  • An old error is always more popular than a new truth.

    German Proverb

  • Avoiding admitting quality issues is not a clever business option!

    Paul Tang, Quality and Project Manager

  • There is no such thing as a perfect method. Methods ALWAYS can be improved upon.

    Walter Daiber

  • Quality means doing it right when no one is looking.

    Henry Ford

  • Life is a continual problem-solving process.

    Katsuya Hosotani

  • As with many other things, there is a surprising amount of prejudice against quality control, but the proof of the pudding is still in the eating.

    Kaoru Ishikawa

  • That which we persist in doing becomes easier - not that the nature of the task has changed, but our ability to do has increased.

    Ralph Waldo Emerson

  • What we know prevents us from seeing what is and what can be.

    Micah Woodard, Behavioral Health Director, Western Oregon Service Unit

  • Quality is a value and a method and both must be routine.

    Karen L. Hansen, Director, Quality Assurance & Compliance, Allied Community Resources

  • How many ‘fixes’ backfire because the assumptions on which the fix was based turn out to be false?

    Murgatroyd and Morgan

  • The new idea either finds a champion or dies.

    Edward Schon

  • When you are drowning, a log can look like a yacht! Don’t let waiting for the preferred quality level prevent incremental improvement.

    Ronald L Post, Principal Quality Engineer, Westinghouse Electric Co.

  • Once in a while you come up with something for which there is no solution. Then you make a judgment and accept the situation, and life goes on. Count on one or two per career.

    Philip Crosby

  • Creativity is thinking up new things. Innovation is doing new things.

    Theodore Levitt

  • He who stops being better stops being good.

    Oliver Cromwell

  • It is a capital mistake to theorize before you have all the evidence. It biases the judgment.

    Sir Arthur Conan Doyle

  • Quality is when the customer returns and the product does not.

    Anonymous

  • The best way to predict the future is to create it.

    Peter Drucker

  • The economic losses from fear are appalling. To assure better quality and productivity, it is necessary that people feel secure.

    Mary Walton

  • The first job in decision making is to find the real problem and define it.

    Peter Drucker

  • You’ve got to be willing to fail.

    James Bruke (Johnson & Johnson)

  • I am a great believer in luck. The harder I work, the more of it I seem to have.

    Coleman Cox

  • Total quality management depends on people more than anything else, and people lead or are led–they are not managed.

    Daniel V. Hunt

  • Thinking is the hardest work there is, which is the probable reason so few engage in it.

    Henry Ford

  • All roads that lead to success have to pass through Hardwork Boulevard at some point.

    Eric Thomas

  • To desire to have things done quickly prevents their being done thoroughly.

    Confucius

  • Mistakes live in the neighborhood of truth and therefore delude us.

    Rabindranath Tagore

  • mission of the quality department is to hold back the forces of production until the customer has been prepared.

    Anonymous

  • Cause and effect are two sides of one fact.

    Ralph Waldo Emerson

  • What is our business?' is not determined by the producer but by the customer.

    Peter Drucker

  • Truth is more important than the facts.

    Frank Lloyd Wright

  • Failure to detect an error does not relieve people or teams from the responsibility for the quality of their work.

    Mark Arnson, Quality Engineer, Milwaukee Composites

  • If the the problem is vague and unobservable, the same will be true for the solution.

    Plsek and Onnias

  • All excellence involves discipline and tenacity of purpose.

    John W. Gardner

  • All of life is education and everybody is a teacher and everybody is forever a pupil.

    Abrahan Maslow

  • If I wasn’t making mistakes, I wasn’t making decisions.

    General Johnson (Johnson & Johnson)

  • Fear is the main source of superstition, and one of the many sources of cruelty. To conquer fear is the beginning of wisdom.

    Bertrand Russell

  • Success is on the far side of failure.

    Thomas Watson (IBM)

  • It has been said that figures rule the world. Maybe. But I am not sure that figures show us whether it is being ruled well or badly.

    Goethe

  • The quality control function doesn’t make other departments look bad or good. It just shines a light on what they are doing.

    James Harrington, QC, SEMCO, LLC

  • Between knowledge of what really exists and ignorance of what does not exist lies the domain of opinion. It is more obscure than knowledge, but clearer than ignorance.

    Plato

  • TQM does not and will not bring results overnight. The essence of TQM is a change of culture.

    Edward Salis

  • Preaching quality won’t help.

    Hammer and Champy

  • Plans are nothing. Planning is everything.

    Dwight Eisenhower

  • Overreliance on experience, intuition, and gut feeling is a surefire way of increasing waste.

    Katsuya Hosotani

  • We’ve always done it that way on its own is never a good reason for taking some action or performing some process work.

    Mark Arnson, Quality Engineer, Milwaukee Composites

  • It is in general more profitable to reckon up our defects than to boast of our attainments.

    Thomas Carlyle

  • Failure increases knowledge; therefore, I would rather try and fail than not try at all.

    B. Stanford, Honeywell

  • For any business decision, there are only two choices: action or inaction. The best option is to take action.

    Ramesh Lohia and Jack T. Parker, Consultants, iSixSigmaKaizen

  • Not being able to see any problem is itself a problem.

    Shigeru Mizuno

  • It is our experience that, 90 percent of the time, what passes for commitment is compliance.

    Peter Senge

  • As for for self-actualization, even Mozart had to wait until he was three or four.

    Abrahan Maslow

  • Benchmarking means out-maneuvering your competitors.

    Allan Sayle

  • Only through the collective efforts of their individual members do companies change; companies are incapable of changing themselves.

    V. Daniel Hunt

  • Achieving quality is difficult. If it weren’t, more people would do it, and they don’t, so it is.

    John Guaspari

  • Progress is impossible without change, and those who cannot change their minds cannot change anything.

    George Bernard Shaw

  • Small improvements are believable and therefore achievable.

    Anthony Robbins

  • All progress is precarious, and the solution of one problem brings us face to face with another problem.

    Martin Luther King Jr.

  • Manage from the left [side of the brain]; lead from the right.

    Steven Covey

  • The carpenter’s rule is ‘measure twice, cut once.’

    Steven Covey

  • Continuous improvement is nothing but the development of ever better methods

    Mary Walton

  • Until you implement a decision, it is not really a decision at all.

    Edward C. Schleh

  • People do not just buy things, they also buy expectations.

    Albrecht and Zemke

  • Team up means: Together Everyone Achieves Most Ultimate Power.

    Yousef Nasser

  • The most common source of mistakes in management decisions is the emphasis on finding the right answer rather than the right question.

    Peter Drucker

  • Nothing has really happened until it has been recorded.

    Virginia Wolf

  • Quality is to understand (thoroughly), communicate (adequately–from the front end of the process to the back), and achieve (consistently) customers’ requirements.

    Wasi Asghar, Suminter India Organics

  • We are what we repeatedly do. Excellence, then, is not an act, but a habit.

    Aristotle

  • Bad quality acts like a boomerang. It will eventually come back and hit you.

    Paul Tang, Quality and Project Manager

  • The more complex the task, the better it serves as preparation for a more complicated task the next time. One puzzle leads to another.

    Robert B. Reich

  • When it comes to measuring the height of performance, quality is the quadrant of qualification.

    Nguyen Van Thien, Senior Officer, IT Projects

  • No dream comes true until you wake up and go to work.

    Herbert V. Prochnow

  • If change is to occur, it must come about through hard work within the organization itself.

    Gordon Lippitt

  • Leaders don’t invent motivation in their followers, they unlock it.

    John W. Gardner

  • I believe that every right implies a responsibility; every opportunity, an obligation; every possession, a duty.

    John D. Rockefeller

  • There can be no freedom without the freedom to fail.

    Eric Hofer

  • All problems become smaller if, instead of indulging them, you confront them. Touch a thistle timidly and it pricks you; grasp it boldly and its spine crumbles.

    William S. Halsey

  • Once you adopt and communicate a quality policy, stick with it, live it, and protect it. You get only one chance!

    Thomas Berry

  • He that will not apply new remedies, must expect new evils; for time is the greatest innovator.

    Francis Bacon

  • Problems breed problems, and the lack of a disciplined method of openly attacking them breeds more problems.

    Philip Crosby

  • The team concept conveys the message that PQI [= Productivity and Quality Improvement] is everybody’s business.

    John Hardesky

  • Security is when everything is settled, when nothing can happen to you; security is the denial of life.

    Germaine Greer

  • A fact in itself is nothing. It is valuable only for the idea attached to it, or for the proof which it furnishes.

    Claude Bernard

  • If you don’t have time to do it right, when will you have time to do it over?

    John Wooden

  • Empowerment is all about letting go so that others can get going.

    Jack Welch

  • If you do not expect much, you will not get much.

    Phil Hagan, Quality Supervisor, The Timken Company

  • To manage quality you must measure it.

    Steven George

  • Facts do not cease to exist because they are ignored.

    Aldous Huxley

  • The worst thing a person can do is to ignore or cover up a problem.

    Masaki Imai

  • Teaching quality principles is like publishing a book for a diverse audience: you need to translate it to the individual reader.

    Brian J. Lewis, Quality Engineering Manager, Green Industrial Supply, Inc.

  • My first message is: Listen, listen, listen to the people who do the work.

    H. Ross Perot

  • The market is never saturated with a good product but it is very quickly saturated with a bad one.

    Henry Ford

  • With the customer as a reference point, priorities become easier to set.

    Mary Walton

  • Partial understanding of and involvement in quality can produce only partial success or total failure.

    Townsend and Gebhardt

  • You can blame Murphy’s Law but zero defects (ZD) is the only acceptable solution!

    Paul Tang, Quality and Project Manager

  • Quality is not a task done to products, services, processes, or people; it is what we collaboratively embrace, commit to, and present as an entire organization.

    Amy E. Smith, Reliability Technician, Bayer Healthcare

  • First-rate people hire first-rate people; second-rate people hire third-rate people.

    Leo Rosten

  • The fact that the captain of the ship can clearly see the port is of no use if the crew continues to paddle in different directions.

    Townsend and Gebhardt

  • Where is quality made? Quality is made in the boardroom.

    W. Edwards Deming

  • Strive for excellence: If you aim for maintaining your current quality standards, you will lose customers and business to your fierce competitors.

    Paul Tang, Quality and Project Manager

  • For every problem there is a solution: simple, neat, and wrong.

    Mobil Oil Company (advertising)

  • Well begun is half done.

    Horace

  • An environment which calls for perfection is not likely to be easy. But aiming for it is always a goad to progress.

    Thomas Watson (IBM)

  • The most demanding (and usually most frustrating) customers tend to be the ones that make your company better. Don’t curse them, thank them!

    Brian Mailhot, Continuous Improvement Specialist

  • This has been the first product recall in the company’s 100-year history…’ The past cannot always predict the future. Zero defects (ZD) is the only solution.

    Paul Tang, Quality and Project Manager

  • The three building blocks of business are hardware, software and ‘humanware.’ TQC starts with humanware.

    Masaki Imai

  • A leader teaches with patience. A manager without patience is no leader.

    Rafael Aguayo

  • The only stability possible is stability in motion.

    John W. Gardner

  • The significant problems we face cannot be solved at the same level of thinking we were at when we created them.

    Albert Einstein

  • Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall.

    Steven Covey

  • The great difficulty in education is to get experience out of ideas.

    George Santayana

  • Quality improvement is a do-it-yourself effort.

    Steven George

  • Those who cannot remember the past are condemned to repeat it.

    George Santayana

  • The only way to get people to adopt constant improvement as a way of life in doing daily business is by empowering them.

    Byham and Cox

  • There is no learning without mistakes.

    Mary Walton

  • There is no such thing as failure. There are only results.

    Anthony Robbins

  • Rewarding those who successfully fight quality fires but do not eliminate the root causes encourages arson.

    Phill Scott, Director, Quality Assurance, Chemring Energetic Devices

  • Developing complex quality systems without honestly assessing the resources to monitor and comply will destroy the workforce that is expected to accomplish the task.

    Phil Preston, Aerospace & ?Automotive Operations, Maintenance and Quality Management (retired)

  • The easy way out usually leads back in.

    Peter Senge

  • It is the first of all problems for a man to find what kind of work he is to do in this universe.

    Thomas Carlyle

  • Nothing happens unless first a dream.

    Carl Sandburg

  • High-quality companies treat their human resource as a resource, not a commodity.

    Steven George

  • Leadership is more than just leading; it is providing opportunities for others to grow and to contribute more to the overall achievements of the organization.

    Wynn and Guditus

  • Don’t make Quality happy; make quality happen!

    Jatinder Verma, QA Supervisor, Linamar Corporation

  • Running a company by profit alone is like driving a car by looking in the rearview mirror. It tells you where you’ve been, not where you are going.

    Rafael Aguayo

  • The secret to preparing for success is no secret at all.

    Robb E. Dalton

  • Invention is only the beginning. Product reengineering and cloning are driving the product technology advantage out and the process technology advantage in.

    A. Blanton Godfrey

  • Quality is free; however, the management systems that proliferate it are not.

    Jay Watson, Process Excellence Development Director, Ports America

  • Commitment is measured in terms of visible and tangible things, not in terms of rhetoric.

    Murgatroyd and Morgan

  • Chance is a word devoid of sense; nothing can exist without a cause.

    Voltaire

  • The best way to understand your customer is to become your customer and walk a mile in his shoes.

    Ian D Littman

  • The genius of the leadership function is articulating a vision of the future that is at once simple, easily understood, clearly desirable, and energizing.

    Bennis and Nanus

  • Management’s job is not to promote satisfaction with the way things are but to create dissatisfaction with the way things are and could be.

    Edward M Baker

  • [Quality control] will not usually succeed if it consists merely of a handful of engineers studying statistics in a corner of a factory.

    Kaoru Ishikawa

  • Don’t tell me you’ve found a problem; tell me you’ve found a process improvement.

    Walter “Pete” Rohrig, Lockheed Martin Aero Sr. QAE

  • A problem well-defined is a problem half-solved.

    Anonymous

  • Unfortunately, no Gantt chart survives contact with reality.

    Donald Sull, Rebecca Homkes, and Charles Sull

  • The free, exploring mind of the individual human is the most valuable thing in the world.

    John Steinbeck

  • There are some remedies worse than the disease.

    Publilius Syrus

  • Effective solutions to any problem circumvent blame and begin with you.

    Amy E. Smith, Reliability Technician, Bayer Healthcare

  • Chaotic action is preferable to orderly inaction.

    Karl E. Weick

  • The most difficult problem to solve is employee indifference: people closing their eyes and choosing to do nothing.

    Katsuyoshi Ishihara

  • Quality is when customer satisfaction goes far north and when scrap and rework rates go way south.

    Quality and Project Manager

  • People learn most rapidly when they have a genuine sense of responsibility for their actions.

    Peter Senge

  • Quality improvement at a revolutionary pace is now becoming simply good management.

    A. Blanton Godfrey

  • Quality is an attitude, producing a stable outcome meeting or exceeding criteria, that begins at the birth of the process.

    Larry Roberts, Quality Control Manager, CMC Howell Metal

  • No army can withstand the strength of an idea whose time has come.

    Victor Hugo

  • The first faults are theirs that commit them; the second faults are theirs that permit them.

    Thomas Fuller

  • If you have to remind people that you are the leader, then you are not.

    Jorge Zegarra, director, COS Training Resource Center

  • Some men see things as they are, and say, ‘Why?’ I dream of things that never were, and say, 'Why not?’

    Bernard Shaw

  • You need the ability to fail. You cannot innovate unless you are willing to accept mistakes.

    Charles Knight (Emerson Electric)

  • Life is the art of drawing sufficient conclusions from insufficient premises.

    Samuel Butler

  • Poor quality is like a disease. Identifying and treating it early is better than facing the consequences later.

    Rafiq Darji, Construction and Materials Engineer, US Department of Transportation

  • Quality depends not just on you or me; it depends on us.

    Yousef Nasser

  • It is common sense to take a method and try it. If it fails, admit it frankly and try another. But above all, try something.

    Franklin D. Roosevelt

Tip of the week

  • While creating a problem statement for a project, include answers for "what", "when", "where", "how much" to elaborate it. Use data to substantiate the problem. Also, ensure that everyone agrees on the problem statement before proceeding with the project.
  • Scatter Plot does not predit the cause and effect relationship. It only shows the strength of the relationship between the two variables.
  • When you are collecting a VOC to design a new product, process or service, remember that sometimes may not match their behavior. For ex: a customer may say that one minute of wait time is OK to answer a call, however, in reality, the customer may be willing to wait for only 15 seconds.
  • Some processes are naturally skewed. Do not expect every process to follow a normal distribution.
  • Some suppliers may provide more than one input and the process may have more than one output.
  • While interviewing a customer or stakeholder, pay attention to the body language. It can help you interpret their words.
  • When creating a SIPOC, ensure that the process is explained in 5 to 7 steps. We want to potray the overall picture of the major actions that occur in the process not the details.
  • Help your team to be realistic about how much to include in a project so that you don't always get crunched for time.
  • Always use a paper and pen while performing the Fish-bone analysis since it helps to put ideas much quicker vis-a-vis a computer as it requires juggling between text boxes which hampers the free flow of ideas
  • Even a small process change can effect many other processes which we may not realize. Inform the relevant stakeholders - including the suppliers and customers before implementing any change.
  • In order to understand a process thoroughly, consider yourself as the unit which is going through the entire process. It will help you identify the bottlenecks and eliminate the redundant activities.
  • Change in the product or service is required meet the customer demand from time to time. What is a delighter today, becomes a "must-be" tomorrow. Different segments of customers will also have different needs
  • Histogram or bar chart should be used to plot data with different frequencies in a common category.
  • When you create a process map, ensure that it is created using a pen/pencil and a paper and validated with the SME before using any software application to create it. It would provide a clear understanding of the process and avoid rework.
  • In Pareto analysis, the causes are always arranged in descending order.
  • During brainstorming, do not allow criticism of ideas. No idea is a bad idea. Criticism hinders creativity and the members will stop sharing their ideas.
  • When collecting data to understand a problem, start by collecting reactive data because it is generally easy to gather and provides a basic understanding of customer's concerns.
  • Whenever creating any chart, include the source of data and time period covered as a best practice.
  • While drafting the charter for a project, define the scope as well as possible based on the information available at that point in the project. We can refine the scope in subsequent steps.
  • There can be multiple failure modes for each step in the process and multiple effects for each failure.

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Training Calender


23 Dec To 24 Dec, 2017

Certified Quality Professional  2 Days

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23 Dec To 31 Dec, 2017

Lean Six Sigma Green belt  4 Days

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Training Program

# Training Programs Duration (In Days) Start Dates (Sat)
1 Certified Quality Professional
(Using Lean Six Sigma to Improve Business Process)
2 28th Oct 2017
2 Lean Six Sigma Green Belt Certification 4 11th Nov 2017
3 Lean Six Sigma Black Belt Certification 10 23rd Dec 2017
# One Day Training Workshops Duration (In Days)
1 Certified Lean Practitioner 2
2 Process mapping & process automation 1
3 Value Stream Mapping 1
4 Quality Function Deployment (QFD) 1
5 Statistics for Lean Six Sigma 1
6 Design of Experiments 1
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