NEWSLETTER
OF
The Northern Virginia Section 0511
American Society Of Quality Control
Volume 11 December, 1994 Issue 3
EXECUTIVE BOARD
SECTION 0511 NORTHERN VIRGINIA
1994-1995
CHAIRPERSON: Mary Ann Stasiak (O)703-604-2210, X7411
(F)703-799-8035
VICE CHAIRPERSON: Barbara A. Lembcke
George Mason University (O)703-993-8834
Office of Finance & Planning (F)703-993-8707
Internet: LEMBCKE@GMU.EDU
SECRETARY: William A. Eastham, Jr. (O)202-586-3628
APEX (F)202-586-7734
TREASURER: Roger Semplak (H)703-491-8227
AUDITING: John Matthewson 703-534-3614
MEMBERSHIP: Henry Kling (O)703-360-9134
PROGRAMS: Russell V. Carstensen (O)703-739-0084
(F)703-739-6028
EDUCATION: Jim Wilson (O)703-330-4222
EG&G WASC Inc. (F)703-330-4099
PUBLICITY: Harvey Shaw (O)703-892-2740
ADI Technology Corp (F)703-892-8994
NEWSLETTER EDITOR: Anthony A. Pastuszak (O)703-478-5384
Information Concepts Unlimited (F)703-742-8738
CERTIFICATION, RECERTIFICATION, and
EXAMINING (Upgrades): Dallas E. Frederick (O)703-750-4273
Washington Gas (F)703-750-5603
SECTION MANAGEMENT PROGRAM &
HISTORIAN: Walter M. Mendus (O)703-354-5932
PROFESSIONAL LIAISON: Barba Affourtit (O)703-778-0318
IRI, Inc. (F)703-323-5015
PLACEMENT &
ELECTRONIC MEDIA: William N. Casti (O)703-513-5673
(F)703-716-0479
E-MAIL: quire@vector.casti.com
HEALTH CARE: David Simmons (O)703-938-5227
(F)703-938-5227
STUDENT ACTIVITIES: Bob Gehagan T.B.A
REGIONAL DIRECTOR: Dave Simmons (O)717-780-4974
(F)717-780-6430
Message From The CHAIR
Did you know that you can receive comprehensive health care benefits
through ASQC? One of the benefits of being a member of ASQC is the
availability of health care, disability, life, and accident insurance
plans. There are several plans available through local administrators.
Look for the details in this issue.
Have you taken advantage of the workshops that the Education committee is
producing? Based on the results of the membership survey, the Education
committee has planned workshops addressing the top interests you
identified: customer satisfaction back in No vember, leadership and
strategic planning in December, and process analysis in February, to name
the first few. Keep an eye out for these announcements in this issues and
those to come. Certification classes for CQA, CQE, CRE, and others will
also be star ting after the holidays.
The health care committee has recently completed a survey of the health
care division members of our Section. A strong need for networking among
these members showed up in the results, along with educational offerings
and a need for more communications ve hicles. Dave Simmons and the health
care committee have some interesting things planned to meet these needs,
and will be letting you know of the upcoming details.
For the first time, Section 0511 will be holding a holiday buffet with a
guest of honor - our regional director, Steve Bailey. Sometimes we can be
so busy doing the urgent things that we can forget about the important
things. While we're all rushing aroun d preparing for the holidays ahead,
it's easy to get wrapped up in the pace and hubbub. My best wishes to each
of you and your families for a safe and healthy holiday season and new
year.
Happy Holidays!
Mary Ann Stasiak
95 Chairman, Section 0511 12/94
THE INTERNET & YOU
------------------
Bill Costi
E-Quality
---------
Three more ASQC sections now can be reached via Internet email, including
our first non-Western Hemisphere group! The updated list also includes two
ASQC Regional Directors:
Section / Location / Email Address
----------------------------------
0109 Western Massachusetts asqc0109@quality.org
0406a Saskatoon, Saskatchewan, Canada asqc0406a@quality.org
0409 Calgary, Alberta, Canada asqc0409@quality.org
0502 Baltimore, Maryland asqc0502@quality.org
0511 Northern Virginia asqc0511@quality.org
0703a Tiajuana, Mexico asqc0703a@quality.org
1008 Michigan:Lansing-Jackson asqc1008@quality.org
1009 Top-of-Ohio:Bryan, Ohio asqc1009@quality.org
1105 Tennessee:Knoxville asqc1105@quality.org
1512 Cape Canaveral, Florida asqc1512@quality.org
1518 New Orleans, Louisiana asqc1518@quality.org
International ASQC-affiliated Groups
------------------------------------
Egypt Alexandria, Egypt asqc-egypt@quality.org
Regional Directors
------------------
Region 5 Steve Bailey Region5@asqc.quality.org
Region 8 Gerry Pedoto Region8@asqc.quality.org
A few people have asked, so let me clarify the status of the QUALITY.ORG
domain and its relationship to our section..... The domain is
privately-owned and - operated by the Associated Quality Consultants (AQC)
in Reston. AQC is, in turn, solely owned by m e. The domain is designed to
be a no- charge repository of Quality- related information and other
resources helpful to those involved in, or interested in, the field of
Quality Science. It will continue to provide pointer addresses for all
ASQC sections a nd groups, as well as non-ASQC groups, who request one. It
will also continue to support special interest email discussion
lists--currently, we support the following lists:
-ISO-Users@quality.org NoVA ISO9000 Users' Email Discussion Group
-MOP-Group@quality.org Affiliated with the Measuring Organizational
Performances Group (NoVA)
-SW-Cleanroom@quality.org For those interested in the Cleanroom protocol
for software development
-ISO25@quality.org For those interested in ISO25 (laboratory certification)
Email me at: e-media@quality.org, if you want information on how to
subscribe to any of these email discussion lists. All subscriptions are
handled by an autoserver and are, of course, free of charge.
We have recently opened a gopher information-retrieval site at the
QUALITY.ORG domain, called "Quality Control - Groups and Resources" and
are in the process of stocking it with documents and files for this
section, as well as any other Quality-related gr oup which wishes to
submit materials. There will be both non-profit and commercial section,
through at no time will there be a charge for using either section. To
reach it, point your gopher tool at: quality.org. The Quality Control
"hole" is Item #12 on the Main Menu. Let us know the kinds of things you'd
like to see there, and we'll endeavor to find them and install them for
general public access.
We are also looking at scheduling some "hands-on" workshops after the
first of the year, in Internet- and Computer-related topics, such as
"Using the Internet as a Research Tool", "The PGP Public Key Encryption
Tool -- How and Why", "Getting Basic Access and What to Do With It". If
there are Internet- related subjects you'd like to know more about, let me
know and we'll explore the possibility of offering them, too. Also, we're
talking to Northern Virginia Community College and George Mason University
abo ut offering the courses at one or both of their facilities, but if any
of you have training rooms with computers that can be networked and have
an outside link, let us know if we can utilize your site for Saturday
classes. It would be a real help for us t o keep the pre- class costs
down--which is money in YOUR pocket!
Keep your questions and comments coming! You can reach me by any of the
following means:
Email: e-media@quality.org
asqc0511@quality.org
Home: 703-716-0723 Before 10PM,M-F
Pager: 703-513-5673 (leave message after 10 PM)
Fax: 703-716-0479 (8AM-5PM, M-F)
US Mail: PO Box 1412
Herndon, VA 22070-1412
--------
This article is (c)opyright 1994 by Bill Casti and Harvey Shaw.
EDUCATION & ISO 9000
--------------------
ISO 9000 Users' Group Update
Ms. Crystal Pilkins H-703-1232
W-318-6440
The second meeting of the ISO 9000 Users' Group was held on September 27
at NEC America in Herndon. Bruce Winter, assessor with KPMG discussed
"Assessing Your Organization for ISO 9000." Mr. Winter reviewed the
clauses of the standard and discussed meth ods for meeting the standard.
After the presentation, members chatted informally, and took time to
review reference material provided by members and Jack Sweeney from CEEM.
ISO Users' Group Meeting Schedule:
Note: To better accommodate attendees, we have changed the time to 6:30
p.m. instead of 7 p.m.)
December 13, 1994 6:30 to 8:30 p.m. "Surviving the Shift to ISO 9000 in
the Government" with Jack McGovern, Professor of Engineering Management,
Defense Systems Management College.
February 22, 1995 6:30 to 8:30 p.m. Joe Marchese, President of Lloyd's
Register Quality Assurance, USA Division
If you would like more information, please contact:
Donett Murphy 703-406-8787, or
Crystal Pilkins 703-318-6440.
Coming Soon -- ISO Users' Group to Form Auditing Service.
A subcommittee is now forming to begin work on a new service offered by
the ASQC ISO 9000 Users' Group. The auditing service will provide a means
for ISO 9000 auditors to gain auditing experience outside of their own
companies, and small companies needin g experienced auditors to do ISO
9000 internal audits or pre-pre assessment audits. The committee will be
looking for auditors who have successfully completed the ISO 9000 Lead
Assessor training, and companies who would like to participate in the
program . Anyone interested, please contact Donett Murphy at
703-406-8787.
ISO 9000 Users' Group Meeting
The ISO 9000 Users' Group is a volunteer organization dedicated to
furthering the implementation efforts and education of companies and
individuals interested in ISO 9000.
"Surviving the Shift to ISO 9000 in the Government"
Tuesday, December 13th
6:30 to 8:30 p.m.
Presented by: Jack McGovern
Professor of Engineering Management
Defense Systems Management College
Mr. McGovern has been a professor with DSMC since 1988. He has over 30
years of experience in management and quality engineering with IBM
Corporation. In addition, he is a charter member of Consortium for
Quality in Higher Education, and a Malcolm Baldr ige National Quality
Award Examiner.
Bring a friend to the next meeting of the ISO 9000 Users' Group. Advance
registration or membership is not required. A $3.00 donation is requested
to cover mailing and printing costs.
Location:
NEC America, Inc.
Cafeteria.
14040 Park Center Road
Herndon, VA 22071
Directions: Dulles Toll Road west to Route 28 south. Go past Renaissance
Hotel and NEC on left. Make a U-turn at next light on Route 28. Turn
right at NEC building (Renaissance Park). Parking at rear of the
building.
HEALTH CARE
-----------
Dave Simmons, Chair
HEALTH CARE MEMBERSHIP ACTIVITIES
The response to the recent survey of ASQC Health Care Division members of
Section 0511 was both very good and very informative. It strongly
demonstrates an interest in and a need for more ASQC and Section
activities and support in several areas. Briefly, the Survey responses
indicated:
1. that health care members want and need more networking and professional
contact opportunities. Respondents also strongly agreed that attendance at
monthly Section meetings was an excellent way to facilitate networking and
establish more professional co ntacts.
2. that health care members would like to meet with their peers from other
ASQC Sections. There was also a consensus that there should be periodic
rotation of meeting locations.
3. that there is a major need for a wide variety of educational offerings
dealing specifically with the applications of Quality techniques and tools
to the health care disciplines.
4. that there is a need for more communications vehicles, such as
newsletter or topical papers of interest; both in the Section Newsletter
and in Quality Progress.
We cordially invite all health care members to monthly meetings at the
Silver Plate Restaurant in Fairfax, VA on the third Wednesday of each
month at 6:30pm in order to increase that networking and to share ideas.
The Education and Health care Committees will be reviewing the survey
responses to formulate possible courses, seminars, workshops and
discussion groups of interest to health care members. We will keep you
informed. In the meantime, please feel free to contact any one of us to
discuss your needs and ideas.
Abbie Beemer 703-321-2629
Jim Miller 301-594-4618
Cliff Bailey 410-966-1897
Dave Simmons 703-938-5227
ASQC
MEASUREMENT OF ORGANIZATIONAL PERFORMANCE
ASQC MOP (The Measurement of Organizational Performance) Study Group
Coordinator: Dr. Robert Wise, Dynamic Business Systems
703-549-3824 X305
The October meeting of the MOP Study Group featured Karen Alderman who is
Director, Performance Measures and Results, Comptroller, Department of
Defense. Ms. Alderman's presentation was a comprehensive overview of how
her office is addressing performance measurement for improved financial
management as a part of their implementation of the Government Performance
and Results Act of 1993. She reviewed definitions and concepts of
performance measures related to outputs, efficiency, effectiveness,
outcomes, a nd work process, and offered a list of test questions to use
in developing measures of outputs, outcomes, and processes.
November 9: Mr. Barry DesRoches, Senior Management Analyst in the Office
of Chief Counsel, IRS will discuss how to identify key performance
indicators to continually monitor performance.
MOP Study Group meetings are held on the second Wednesday of each month,
7:00-9:00 PM at the VSE Corp, 2550 Huntington Avenue, Alexandria VA, just
south of Route 495. Contact Mr. Bob Wise for more information:
Robert Wise
Dynamic Business Systems
515 King St., Ste. 340
Alexandria, VA 22314
wise@dbs.com
ANNOUNCEMENTS / NOTICES
New Certified Quality Auditors
Section 0511 has the pleasure of announcing new Certified Quality Auditors
from the June 1994 Examinations:
Chris Barker
Richard Benlein
Kathleen Eaves
Todd Forsythe
Frederic Kane Jr.
Anthony Lee
Penny Manners
Gerald McCoy
Crystal Pilkins
Moses Rouse
Congratulations to all and may you have many self-satisfying hours of
auditing through your new certification.
Those who passed represent an 87% passage rate average within the Northern
Virginia Section compared to a 38% average nation wide.
ASQC INSURANCE AVAILABLE
Did you know that ASQC has several types of insurance programs available?
For some reason, most ASQC members are not aware of the wide variety of
insurance options that have been available for many years. These plans can
be particularly attractive to ind ividual members who are independent
consultants, private practitioners, retirees or who work for small
companies that may not have comprehensive insurance programs. The plans
available include:
Comprehensive Health Care Plan
Group Term Life Insurance Plan
Group Disability Income Plan
Group High-Limit Accident Insurance Plan
Group In-Hospital Plan
Group Excess Major Medical Plan
These plans are administered by Seabury and Smith, 1255 23rd Street,
Washington, DC 20017. Interested Section members should call David G.
Quill, CLU, at 202- 296-8030.
BOOK REVIEW
Norman C. Frank
PE, CQE, CQA, CER Corporation
_Companywide Quality Management_ by Alberto Galgano, published by
Productivity Press (P.O. Box 13390, Portland, OR 97213-0909) 1994, 444 pp,
$45 (+ $5 S&H)
A Book Review by Norman C. Frank, PE, CQE, CQA
CER Corporation
_Companywide Quality Management_ by Alberto Galgano provides a comprehensive
overview of the concept of companywide quality management (CWQM). This is
the same as the Japanese concept of company-wide quality control.
Galgano opens with an investigation of the meaning of quality. Quality is
given a comprehensive meaning that requires comprehensive performance from
each employee of the company, from top management down. Quality is stated
as including competitiveness, delivery, cost, morale, productivity,
profit, product quality, quantity or volume, performance, service, safety,
concern for the environment, and the stockholders' interest.
The book begins by defining and summarizing CWQM. The fictional "Ikiro",
a Japanese entrepreneur, helps us understand the decisions that must be
made to achieve companywide quality management. The difference in Ikiro's
decisions and the decisions made i n Western culture is made clear. The
differences reflect a different goal of the company and is not a product
of cultural differences. Galgano states, "CWQM can be regarded as an
approach that attaches great value to human beings in their roles as custo
mers, employees, and suppliers."
Emphasis on the customer is a priority in making CWQM work. A thorough
discussion of the customer and customer satisfaction is provided.
Emphasis on employees is also a priority in making CWQM work. Galgano
states that "men and women can perform miracl es if they are treated as
intelligent human beings."
The second part ties together the various strategies (e.g., customer
satisfaction, suppliers partnerships, kaizen, and internal promotion)
leading to or forming a part of CWQM. This puts a perspective on the
relationships of the various strategies put fo rth by other authors.
Techniques and tools of CWQM make up the third part of the book. The
Seven Statistical Tools and the PDCA Cycle, the Seven Management Tools,
quality function deployment, and the "cause and effect diagram with cards"
(CEDAC system) are discussed in genera l, and their relationship to the
success of a CWQM activity is shown.
The final two parts discuss executive leadership and introducing CWQM into
a company. Galgano's strategies for introducing CWQM into companies of
various sizes are based on 16 years experience of working with companies
around the world to introduce CWQM.
The value of the book lies in the overview, the perspective, and the
relationships of the various strategies, tools, techniques, and approaches
show by the author.
Many bullet lists allow for easy understanding and mental categorizing of
the information. The book is filled with figures, diagrams, and tables
visually depicting the concepts introduced by the book. There are good
historical references covering many o f the concepts and strategies of the
book. Galgano is the first to point out that these concepts are 25-30
years old in Japan.
----------------
Mr. Frank has over 25 years experience in the field of quality, in the
areas of nuclear quality assurance, research and development, and
consulting. He is currently in Washington, D.C., with CER Corporation out
of Las Vegas, Nevada, and can be reached at 202- 488-5444.
FROM THE EDITORS DESK
CALL FOR QUALIFIED CQA/CQE Review Course INSTRUCTORS
Don't forget! Here is a real opportunity for you to share your tallent and
skills while working with others in the Quality Arena. The Education
Committee is looking for interested and qualified instructors to teach the
CQA/CQE Review course in the Spring of 1995. This is an opportunity to
provide a valuable community service and earn some extra income. We need
instructors, curriculum developers, logistics planners, and a team leader
for this initiative. Remember, "To teach is to learn twice over." -Joseph
Joubert
For further information, please contact:
Jim Wilson at 703-330-4222
703-631-2670 (Metro)
703-330-4099 (FAX)
ACSI (The AMERICAN CUSTOMER SATISFACTION INDEX)
MEASURES CONSUMERS' PERCEPTIONS OF QUALITY
From the ASQC NEWS BUREAU Milwaukee-A new national indicator of customer
satisfaction will be released for the first time in October. The American
Customer Satisfaction Index (ACSI) is a national economic indicator of
customer evaluations of goods and services. The index covers ov er 200
companies and government agencies that represent approximately 50% of the
gross domestic product (GDP).
ACSI is co-sponsored by the American Society for Quality Control (ASQC)
and the University of Michigan School of Business Administration. Results
of the index will be released Oct. 25 at ASQC's Quality Forum X, to be
held at Ford World Headquarters in Dea rborn, MI.
Currently, there is no uniform national measure of quality.
"We've tried for years to effectively quantify quality. The quality
movement has had enough time to start having an impact. The index is a
tool that companies can use to measure the success of their quality
programs," Jack West, ASQC Chairman Of The Board , said.
"The index is a turning point for quality programs. Until now, there has
been no way to know if the programs are delivering what they promise,"
West said. "We can now measure if stockholders, investors, and society are
getting a return on quality."
According to Claes Fornell, a professor of business administration at the
University of Michigan, the index makes possible the balancing of the
quality of economic output versus the quantity of economic output.
"The new measure narrows the gap between what we need to know about the
modern economy - customer satisfaction and perceptions of quality - versus
what is presently measured - the quantity of production, prices,
employment, productivity, consumer confiden ce, and consumer sentiment,"
Fornell said. "The results provide a new, comprehensive understanding of
customer satisfaction, attitudes, and behavior."
"Quality is what the customer says it is. It's not what the quality
professional says it is. It's not what the engineer says it is. It's what
the customer says it is," West said. "The index is going to take quality
programs to a new level."
ACSI is a quarterly index of customer satisfaction. It is a nationwide
multi-industry scale that encompasses the major economic sectors. Using a
tested, multi- equation, econometric model, ACSI produces customer
satisfaction indices for seven sectors of t he economy (eight, one-digit
SICs), 40 industries, and more than 200 individual companies and agencies.
"The index covers virtually everything you and I spend our money on -
everything that makes a difference in the quality of our lives. Over time
we'll see if the products that we're buying are improving," West said.
ACSI serves several national goals:
Economic returns: The methodology behind the quality index makes it
possible to link the index to economic returns.
Economic stability: A uniform national quality index should promote more
economic stability and a clearer perspective for the long term.
Economic welfare: Quality, as measured by customer satisfaction, is a
part of subjective economic well-being.
Focus on quality: The index helps promote quality.
The initial index is based on completed interviews of about 50,000
household customers of goods and services. Customer satisfaction for
business-to-business sectors will be included in future indices.
Companies being measured include U.S. companies as well as foreign
companies with major U.S. market shares. Interviews were also conducted to
determine customer satisfaction with smaller companies in each industry
not separately identified and analyzed in the ACSI.
The index was developed by Fornell and his colleagues at the National
Quality Research Center at the University of Michigan's business school,
as was the Swedish Customer Satisfaction Barometer, now in its sixth year
and proving to be a lead indicator for the economy in Sweden.
Founded in 1946, ASQC is the quality source for information on the
development, promotion, and application of quality strategies and
techniques. The professional, not-for-profit association is headquartered
in Milwaukee and serves more than 135,000 indivi dual and nearly 1,000
corporate sustaining members.
ASQC
Section 0511 Meetings
for the 1994/1995 Season
December 9, 1994 A Christmas party to celebrate Level 4 award with formal
presentation of the award by the ASQC Region 5 Director.
January 18, 1995 Corporate Quality Training Facilities. A detailed look
at the quality focused training facilities of some of America's leading
corporations. Speaker to be determined. Meeting location: Silver Plate
Restaurant, 9910 Main St., Fairfax, VA
February 15, 1995 The Lessons of Saturn. A look at the quality lessons
from the creation of an affordable, high-quality car steeped in customer
service. Speaker-TBD. Meeting location: Silver Plate Restaurant, 9910 Main
St., Fairfax, VA
March 15, 1995 Annual QA/QC Software Directory. Detailed, up to date
information on software for quality assurance and quality control.
Speaker: TBD. Meeting Location: Silver Plate Restaurant, 9910 Main St.,
Fairfax, VA
April 19, 1995 Corporate Downsizing. The effects of corporate downsizing
on short and long term quality performance. Speaker: TBD. Meeting
Location: Silver Plate Restaurant, 9910 Main St., Fairfax, VA.
May 17, 1995 Sizing Up Seamtech. A study of the quality processes of the
innovative chip manufacturer. Speaker: TBD. Meeting Location: Silver Plate
Restaurant, 9910 Main St., Fairfax, VA.
June 21, 1995. Internal Communications. A look at what Malcolm Baldridge
National Quality Award winners do to keep their employees informed.
Speaker: TBD. Meeting Location: Silver Plate Restaurant, 9910 Main St.,
Fairfax, VA.
July 19, 1995. The future of Total Quality Management. Case histories
that show why total quality management does or does not work. Speaker:
TBD. Meeting Location: Silver Plate Restaurant, 9910 Main St., Fairfax,
VA.
"Experience is not what happens to you; it is what you do with what
happens to you."
-Aldous Huxley
How to Submit your thoughts to your Newsletter
To all who are interested in sharing their talents, specialty skills, and
experiences, I extend an invitation to contribute your ideas, comments,
suggestions, recommendations or any COMMENTARY you feel is appropriate.
If you would like to participate in this activity, please mail your
thoughts and ideas to me at the following address:
Information Concepts Unlimited
Attn: Anthony Pastuszak (Newsletter)
P.O. Box 493
Herndon, VA. 22070
If you prefer, fax to me your thoughts, or any other correspondence using
my ICU fax number: 703- 742-8738. A.A.P
Northern Virginia Section 0511 would like to express its' appreciation to
ADI Technology Corporation of Arlington, Virginia for contribution of
time, effort, and resources in printing our Sections' Newsletter. Thank Q!