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: email@example.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 firstname.lastname@example.org 0406a Saskatoon, Saskatchewan, Canada email@example.com 0409 Calgary, Alberta, Canada firstname.lastname@example.org 0502 Baltimore, Maryland email@example.com 0511 Northern Virginia firstname.lastname@example.org 0703a Tiajuana, Mexico email@example.com 1008 Michigan:Lansing-Jackson firstname.lastname@example.org 1009 Top-of-Ohio:Bryan, Ohio email@example.com 1105 Tennessee:Knoxville firstname.lastname@example.org 1512 Cape Canaveral, Florida email@example.com 1518 New Orleans, Louisiana firstname.lastname@example.org International ASQC-affiliated Groups ------------------------------------ Egypt Alexandria, Egypt email@example.com 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: firstname.lastname@example.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: email@example.com firstname.lastname@example.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 email@example.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!