Science & Technology, Magazines & Journals,

 Quality Progress - June 2008

The True Test of Loyalty
Measuring customer loyalty related to a product or service through advocacy, purchasing and retention indexes can help companies build stronger, longer relationships with customers.

by Bob E. Hayes

Baldrige Award
Customer Servicemen

A U.S. Army weapons R&D center soldiers on with help from voice of the customer and was recognized for its efforts by becoming the first Department of Defense organization to receive a Malcolm Baldrige National Quality Award.

by Brett Krzykowski

Far-Sighted
By eschewing the typical short-term approach used by government, the city of Coral Springs, FL, maintained a long-range focus to better serve its residents and local businesses.

by Brett Krzykowski

Teams
Incredible Journey

Quality methods and tools helped one Boeing team pinpoint risk and safety concerns at a manufacturing site. The team implemented a safety management system, helped prevent injuries and reduced workers' compensation costs.

by Nicole Adrian

Sarbanes-Oxley Act
Two Are Better Than One

To comply with SOX, organizations needn't reinvent the wheel. ISO 9001 offers leverage in helping them achieve SOX compliance.

by Vivek "Vic" Nanda

Process ImprovementWho's Keeping Score?
A division of Sears developed its own scorecard to keep close tabs on how the retailer’s regions and managers were complying with its quality management system.

by Rebecca M. Neenan
 

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