NEWSLETTER OF The Northern Virginia Section 0511 American Society Of Quality Control NV Section 0511 Information HOTLINE: 703-978-2772 or 703-977-ASQC Volume 11 January, 1995 Issue 4 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 Do you have an idea for a catchy name for this newsletter? Section 0511 is running a contest for the best newsletter name. The winner will be announced at the April dinner meeting and treated to a free dinner at May's dinner meeting. You don't need to be present to win - entries can be made to me by phone or fax. See the back of this newsletter for my number. You may have heard recently about Section 0511 achieving Level IV in the Section Management Plan (SMP), but not really understood what that meant. The Section Management Plan created by National helps sections and encourages more structured and more planning-oriented by achieving progressive levels for higher levels of forward planning and goal achievement. Last year we used the SMP to help us structure our processes better, push ourselves to plan our goals and how to reach them, focus on meeting specific needs of people in our membership, and reach out to the community around us. Through a lot of hard work and dedication, we reached Level IV, the highest level defined in the plan. Please join us on January 18th at The Silver Plate as we receive a plaque from our Regional Director, Steve Bailey, identifying us as a Level IV section. Each year we must re- qualify, and we will attempt to maintain our level for 1994-95. The Board has decided to take on the difficult task of updating the Section by-laws. Originally written and adopted in 1983, the by-laws have become somewhat outdated and need to reflect the current methods and processes. As these by-laws will be put to a general vote by the membership, you will be seeing these changes in the coming months. We appreciate your support in this effort. Once again our Education Committee has a great line-up of classes and workshops for the coming months. The ISO-9000 Users' Group and Measuring Organizational Performance Study Group continue to grow and tackle new subjects. And don't forget the Process An analysis Workshop in February. Jump in and take advantage of these valuable opportunities. Got a comment, complaint, or "attaboy" for us? Give me a call - I'd love to hear from you. Remember, your Board is here to meet your needs. Mary Ann Stasiak 95 Chairman, Section 0511 12/94 THE INTERNET & YOU ------------------ Bill Casti, Chair Keep your questions and comments coming! You can reach me by any of the following means: Email: firstname.lastname@example.org email@example.com 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 Education Committee Update Chair: Jim Wilson Your Education Committee has responded to the results of our membership survey by offering a Customer Service Seminar, your first choice of educational needs. The seminar was held on Saturday morning (your first choice), 19 November at the Fairfax City L Library Meeting Room. Lea Edwards was the seminar leader. She did an excellent job! The library opened its doors at 10:00 a.m. and we were ready with coffee, juices, bagels, muffins, and white seedless grapes for our attendees. We had 21 reservations and 14 attendees. Ten of those attending were ASQC members. The guests were provided with ASQC membership application materials. Lea discussed things that really matter to a customer, their total buying experience, and the problems that arise when we don't know enough about our customers' perceptions. She described the Discovery Approach to understanding customers. We were expose d to the notion of Moments of Truth, any episode in which the customer comes into contact with the organization and gets an impression of its service. We used a Cycle of Service Model in a small group exercise to better understand the Moments of Truth a customer experiences in doing business with us. And, finally, we used a Customer Value Model to determine ways to link service quality measurements with work process improvement. Our next event to respond to your priority educational needs is a Workshop on Work Process Analysis, planned for Saturday, 14 January 1995 at the Fairfax City Library Meeting Room. The workshop will be conducted by two of our very own Education Committee Members, David Kae and David Williams. David Kae is a Senior Quality Assurance Engineer. LCDR David Williams, USCG, travels around the country giving seminars and workshops on implementing quality. Since these workshop leaders are hands-on practitioners , they will integrate proven quality management tools into a problem-solving/decision-making structure for you. Because registration is limited, all participants must be pre-registered. Send your check payable to "ASQC Section 0511" to EG&G WASC, Inc., ATTN: Kathy Kreh, 8809 Sudley Road, Manassas, VA 22110; phone 703-330-4325; (Metro) 631-2670; Fax 703-330-4305 or 4099. Your Education Committee will offer CQA/CQE review courses in the Spring of 1995. If you are interested in managing this effort, teaching the courses, or participating in these courses, call Jim Wilson at 703-330-4222; (Metro) 631-2670; Fax 703-330-4099. ISO 9000 -------- Ms. Crystal Pilkins H-703-1232 W-318-6440 ISO Users' Group Meeting Schedule: Just a reminder: 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. 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 November meeting of the MOP Study Group featured Barry DesRoches who is Senior Management Analyst in the Office of Chief Counsel in the IRS. Mr. DesRoches's presentation began with an overview of the IRS' systems approach to management based on cross- functional business systems. He then illustrated the questions and procedures they used to develop key performance measures. He emphasized that measures will not work if they do not make sense to the people involved in the measurement process. December 14: Mr. Carl Thor, noted author and consultant on performance measurement, will discuss his latest book, The Measures of Success. January 11: Panel discussion by five MOP Group members reviewing the five Fall Presentations. A great opportunity to get up to date on what the MOP Group has been learning before starting the Winter-Spring Series. MOP Study Group meetings are held on the second Wednesday of each month, 7:00-9:00 PM at the VSE Corporation, 2550 Huntington Avenue, Alexandria, VA, just south of Route 495. Contact Bob Wise for more information. Robert Wise Dynamic Business Systems 515 King St., Ste. 340 Alexandria, VA 22314 firstname.lastname@example.org ANNOUNCEMENTS / NOTICES Process Improvement Workshop Purpose: Learn a problem-solving method that works Instructors: David Kae David Williams Date/Time: Saturday, 14 January 1995, 10 a.m. to 1 p.m. Location: Fairfax City Library, Fairfax City, VA Cost: The fee is $10.00 for ASQC members and $15.00 for non-members Registration fee covers refreshments and workshop materials. So you have read the Team Handbook, Memory Jogger, Memory Jogger Plus, and/or have been to workshops on good quality management tools and their uses. Or you haven't consulted the foregoing literature, but you know some of the tools and have an idea they may be useful if you just knew what to do with them. Now what? What do you do with all this valuable knowledge? Section 0511's Process Improvement Workshop is what you need to help you find the answers. The Workshop will integrate proven quality management tools into a problem- solving/decision-making structure. The Workshop will consist of a brief overview of quality, customer-supplier relationships, and continuous improvement. Several problem-solving models will be reviewed, a recommended model incorporating the best of each will be discussed, and the group will work through some simple problems. There will also be a brief discussion on process measurement, i.e., the steps, tools, and output. To register for the Process Improvement Workshop, call Kathy Kreh, 703-330-4325, by 6 January 1995. ORIENTATION WORKSHOP New Members - Old Timers - And Everybody Else Come to this exercise and hear: * Dr. R. Clifton Bailey, * Dr. Joan Cassidy, and * Henry Kling as they present those lessons learned the hard way, those things you wish somebody told you on your first day at work in the quality profession. Saturday 07 January 1995 10:00 AM until Noon at The Washington GAS Springfield Operations Center (the same place where ASQC Exams are given/taken) 6801 Industrial Road Dress informally Price is $10.00 Due to limited seating capacity, call Henry (703)-360-9134 for reservations. What if it snows? We fall back to the next Saturday, 14 January 1995. NOVA Quality Systems Education Spring 1995 In 1987, the International Organization for Standardization, representing more than 90 countries, published a series of quality assurance standards - the ISO 9000 Series. The intent of these standards was to provide a common world-wide set of quality system em guidelines, requirements and measurable evaluation criteria. First intended for companies doing business in the European Community, ISO 9000 is fast becoming a key strategic tool for thousands of companies in the United States. Government agencies world-wide d-wide are beginning to use the standard, including the U.S. Department of Defense (DOD) which has authorized the optional use of the ISO 9000 standards on military contracts instead of the MIL-Q-9858A. The NOVA Woodbridge Campus, in conjunction with the American Society for Quality Control (ASQC), Northern Virginia Chapter, offers up-to-date information on the status of ISO 9000 registration requirements, and implementation tools and techniques and gene general program development support. Most courses qualify for ASQC recertification units (R.U.'s). For additional information about this program, Call (703)-878-5654. ISO 9000 General Overview .4 CEU $65.00 Implementing ISO 9000 requires commitment and guidance from the top. This four-hour overview is designed to: provide a basic understanding of the ISO series of standards; define the purpose and benefits a company may realize before, during and after registration , define the registration process; discuss how to select an appropriate registrar; and discuss management's role in the transition. This course will help you understand what ISO 9000 is and how it works and help you decide whether it's right for your organization. MNGT 501-30W Henry Woodcock, Industrial Engineer One Session, Wednesday, 18JAN95, 09:00 AM - 01:00 PM MNGT 501-31W Henry Woodcock, Industrial Engineer One Session, Saturday, 28JAN95 09:00 AM - 01:00 PM IOS 9000: Building an Effective Quality Manual - .4 CEU/RU's $100.00 Now that your organization is committed to establishing a quality system which meets the intent of ANSI/ASQC 9000 (series) and ISO 9000 (series) Standards and you are the one individual assigned to make it happen, you may need a kick start to help get the process going. This one-day seminar provides instruction of building your Quality Manual as a centerpiece for such a program. The instructors will provide you with step-by-step guidance for laying out a manual tailored to your organization's needs to ens ensure that quality management and system elements are properly identified, and that provisions for monitoring and controlling quality system performance are included. (Each participant will receive a copy of a computer disk containing a draft Quality manual designed to facilitate the process of building a Quality Manual). MNGT 503-30W Mike Steiner, CQA, and Harvey Shaw, CQA One Session at the Richard J. Ernst Community Center, Thursday 23FEB95, 08:00 AM - Noon MNGT 503-31W Mike Steiner, CQA, and Harvey Shaw, CQA One Session at the Richard J. Ernst Community Center, Wednesday, 08MAR95, 08:00 AM - Noon. ISO 9000 Series Standards - 1994 Revisions .4 CEU $75.00 The International Organization for Standardization is committed to evaluating the ISO 9000 series standard every five years. The standards were accepted in 1987 and have just completed their evaluation and revision cycle. Companies considering registration n will, in most cases, be audited to the 1994 version of the standard (9001, 9002, 9003). This course is designed to provide a detailed overview of the changes, additions and deletions of the revised 1994 ISO 9000 Standards and define how these changes ma y affect an organization's existing or developing Quality Management Systems. (A $49.00 materials fee paid in class to the instructors includes an official copy of the ANSI/ASQC Q9000-1994 Series Quality Standards which was published in July 1994). MNGT 504-30W Peter Jones and Norm Hills, CQAs, CQEs. One Session at the Richard J. Ernst Community Center, Saturday, 04FEB95, 09:00 AM - 01:00 PM MNGT 504-31W Peter Jones and Norm Hills, CQAs, CQEs. One Session at the Richard J. Ernst Community Center, Wednesday, 15FEB95, 09:00 AM - 01:00 PM ISO 9000: Quality and Systems Auditing .8 CEU/RU's $145.00 This one day seminar will instruct participants on the tools, philosophy, techniques and standards for efficient and effective philosophy, techniques and standards for efficient and effective quality systems auditing ANSI/ASQC 9000 and ISO 9000 standards will be covered. MNGT 903-30W Peter Jones, CQE, CQA and Harvey Shaw, CQA. One Session at the Richard J. Ernst Community Center, Thursday, 16MAR95, 08:00 AM - 05:00 PM. MNGT 903-31W Peter Jones, CQE, CQA, and Harvey Shaw, CQA One Session at the Richard J. Ernst Community Center, Saturday, 08APR95, 08:00 AM - 05:00 PM ISO 9000: Standards and Systems Registration .8 CEU/RU's $145.00 A one day seminar designed to introduce participants to the ISO 9000 standards, their requirements, and the registration process. This seminar will help individuals determine if ISO 9000 registration is appropriate for their organization. MNGT 902-30W Robert Steele, CQA, and Norman Hill, CQA One Session at the Richard J. Ernst Community Center, Thursday, 23MAR95, 08:00 AM-05:00 PM ISO 9000: Quality Systems Documentation .8 CEU $145.00 The basis of an ISO 9000 Quality Management System is documentation. A company is audited to its documented system and employees must work to and comply with that documented system. This workshop is designed to provide a practical approach to the evaluation on, clear definition and documentation of an ISO 9001, 9002, and/or 9003 compliant quality system. Participants learn how to interpret and translate the ISO requirements into the Quality Manual, Procedures, Work Instructions and Quality Records and to cross reference existing military standard (MIL-Q-9858A, MIL-I-45208) systems with ISO standards. This workshop will also address how to develop and maintain effective documentation usage, review, storage/access and controls. MNGT 502-30W Henry Woodcock, Industrial Engineer One Session at the Richard J. Ernst Community Center, Thursday, 30MAR95, 08:00 AM - 05:00 PM ISO 9000: Uniting Total Quality Management and ISO 9000 Implementation .8 CEU/RU's $145.00 This one day seminar will explain the benefits of using TQM to implement the International Quality System Standards. Participants will learn techniques for analyzing processes, cultivating leadership, maintaining constancy of purpose, and holding down imp implementation costs. MNGT 904-30W Rebecca Lovern, TQM Manager One Session at the Richard J. Ernst Community Center, Thursday, 20APR95 08:00 AM - 05:00 PM. ISO 9000 Lead Auditor Training The Woodbridge Campus is planning to offer ISO 9000 Auditor training. Call the Office of Continuing Education for more information at 878-5654. BOOK REVIEW Norman C. Frank PE, CQE, CQA, CER Corporation _The Change Agents' Handbook: A Survival Guide for Quality Improvement Champions_ by David W. Hutton, published by ASQC Quality Press (P.O. Box 3005, Milwaukee, WI 53201-3005) 1994, 344 pp, $24.95 (list) A Book Review by Norman C. Frank, PE, CQE, CQA CER Corporation _The Change Agents' Handbook_ provides a wealth of information and serves as an excellent reference for effectively understanding the change process and for effectively initiating change within your organization. The book is directed at all champions of change, which includes all levels of management, all advocates and activists, and all official change agents. This book would be particularly useful to the "ISO Coordinator" required by the ISO 9000 series standards. Seventy-two exhibits provide drawings, diagrams, tables, guidance, and tools to help make the material easily understandable. The initial chapters follow a time sequence beginning with the identification/assignment of a change agent. The requirements of the job, the characteristics of a successful change agent, and the initial steps to initiate a new process are contained in the first five chapters. The next three chapters cover managing the change and using your resources, both internal and external. Perhaps the newly assigned change agent should read the final chapter first. The final chapter provides a look at reality by covering "Personal Survival and Growth" with subtitles: What the Job Is Like, Real-Life Experience The Agony and the Ecstasy, Looking king After Yourself, and Knowing Yourself. Four appendices provide brief overviews of some knowledge areas needed by a change agent. Subjects covered include "Quality in a Nutshell", "The Body of Knowledge" (covering more than just quality), "Strategies, Methodologies, Tools, and Techniques" (covering ering various quality tools and approaches to achieve gains and change), and "Sources" (covering books, videos, and organizations). Missing are pointers to the quality forums and electronic bulletin boards now available. _The Change Agents' Handbook_ provides good information for anyone who must work within or work to achieve change. Quality Press has once again provided an excellent book for the quality professional and for management. ---------------- 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 Well, December 1994 will be closing as dramatically as January 1994 began. But as exciting and traumatic as 1994 has been in my life, I am closing the door on 1994 and am approaching 1995 with the highest of expectations and excitement. But some old and n new business and reminders before we close out 1994: 1.There still exists some real opportunities for you to share your talents and skills while working with others in the Quality Arena. If you have the interest, and qualifications to instruct, to develop curriculums, to provide logistic planning, or contribute team leadership skills, then please contact Jim Wilson for further information. Jim can be reached at: 703-330-4222 703-631-2670 (Metro) 703-330-4099 (FAX) 2.This Newsletter is your Newsletter. As such, we would really like to know what you would like to see in this letter and how we can continue to improve its value to you. Please, send us your comments, suggestions, and recommendations to help us make this Newsletter a valuable information resource for your information library. 3.In this months Message From The Chair, Mary Ann has thrown open a challenge to all of you to submit your ideas for a Name for your Newsletter. I think we can all agree that 'Newsletter' is not a very innovative title for this document. However, since th is is your Newsletter, please send us your ideas and help us to find a Newsletter Name that would distinguish us in our Quality Community. 4.Once again, we would like each of you to consider participating in this Newsletter by submitting articles, commentaries, etc. that would be of interest in our ASQC Community. If you are interested, please call me or feel free to fax me your ideas. Well, 1994 is almost over and 1995 is about to begin. I would like to take this opportunity to wish all of you and yours, success and fulfillment in 1995. Anthony A. Pastuszak OPINION Henry Kling-14 August 1994 Business management problems come in five categories: Profit, Productivity, People, Paper-work, and Politics (the 5 P's). But is that all there is? We work so hard at making money, paying taxes, and obeying laws that we forget where we're going with all l of that. All of that is a means to an end. So what is that end? Is there anything more important than to get where we're going? No. Then where are we going? The answer is we are going to be happy. Natural law says that we are designed to be happy. You don't need to tell that to children; but adults sometimes need reminding. Thus, when we see the massive loss of jobs due to Business Process Reengineering, we have to ask Senior Managers whether they've forgotten the difference between what's important and what's worthwhile. To get where we're going (long-term happiness), that's important. And the things we need to get there are worth while. To be happy in the long term, we need sufficient health, wisdom, and wealth. In other words, from the King Midas story, we learn the foolishness of turning everything into gold. The bottom line contributes only partly to the quality of life. Down-sizing or right-sizing by Reengineering seems like the common sense thing to do, especially during a dip in the business cycle. But is it wise? Losing a job is a major shock, especially when there's no job vacancy elsewhere. What effect does down-s down-sizing have on the quality of life in our community? Poverty? Crime? Disease? Bottom line myopia is unwise. What good does it do to raise children and educate them for jobs that no longer exist? So what can we do? Join the underground economy (the unreported gains in a barter system)? What else can we do? Susana Barciela gave examples of creative management in a recent Washington Post article: 1. Instead of layoffs, Lincoln Electric cut back work-hours 25% and used down-time to do those things that they never seem to have enough time for. Also, they cross-trained volunteers to become sales persons. 2. Quip Systems cut back everyone from five to four days; then found they could receive partial compensation from the state. Revolutionary ideas? Not in Japan where life-time employment for certain workers is a major management consideration. In Japan, poor quality and cancelled jobs are considered a loss to society and public shame for the responsible managers. Contrast that with what we have here, where down-sized organizations continue their lavish celebrations and increased CEO compensation. How long can we continue our negligent, inconsiderate ways at the expense of society? Comments? Questions? Criticisms? Call me on (703)360-9134. ASQC Section 0511 Meetings for 1995 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 Baldrige 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. Recruiting Corner Consultants-Quality Assurance/ISO 9000 (Full or Part Time) STAT-A-MATRIX, the leading ISO 9000 education and consulting organization, is seeking only the most qualified consultants to join our world-wide professional staff. Candidates must have at least 20 years industrial experience and be available for assignments at least 50% of the time. We are interested in IQA/RAB registered lead assessors and those with medical device pharmaceutical, defense, and automotive backgrounds. Relocation not required. Please send resume with salary requirements to: STAT-A-MATRIX One Quality Place Edison, NJ 08820 Fax:(908) 548-0409 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!