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What is Your Company’s Cost of Poor Quality?
Shellye Archambeau
"Quality is never an accident, it is always the result of an intelligent effort"—John Ruskin (1819-1900) A manufacturing company had annual sales of $250 million. Its quality department calculated the total cost of repair, rework, scrap, service calls, warranty claims and write-offs from obsolete…
Ten Things Every Top Manager Should Do to Destroy the Quality Culture
Robert Nix
My first experience with the word “culture” comes from my high school science class. We grew a living organism on a nutrient base, which the teacher called a culture. The girls in class described it using the medical term, “Eeewwwww!” Years later, in the business world, I find top…
Quality Culture to Support CU’s Core Conversion
Philip Crosby Associates
Ask employees at any financial institution to pick two words to describe a typical core system conversion, and "major headache" is likely the nicest description you’ll hear. Ask that question at $1 billion South Carolina Federal Credit Union, North Charleston, South Carolina, and prepare to hand…
Ten Essential Audit Questions To Reveal Your Organization’s Overall Performance
Craig Cochran
Editor’s story update 6/15/2017: This article was originally published on our site in 2004. Although it references ISO 9001:2000 rather than the current version of the quality management standard, Cochran’s 10 questions remain useful for organizations preparing for an audit. All experienced…