cqen.list Weekly Digest Subject: MAQIN's 9th Annual Hunter Conference on Quality, May 15-17 Subject: experiences with quality measurement support process? ---------------------------------------- Date: Sun, 3 Mar 1996 19:24:05 -0500 From: Cqen@aol.com Subject: MAQIN's 9th Annual Hunter Conference on Quality, May 15-17 The Madison Area Quality Improvement Network hosts the 9th Annual Hunter Conference on Quality, May 15th to May 17th, 1996 in Madison, Wisconsin. This year's theme: Constancy and Chaos: how organizations can explore and stay true to core values and principles, while remaining open to (and perhaps even seeking out) the dynamic, systemic changes that continue to rock organizations. Keynoter speakers include: Peter Senge and Ed Baker. Breakout session presenters include: Kent Lessandrini and Michael Brassard. Preconference workshop leaders include: Peter Scholtes, Soren Bisgaard and Conrad Fung. To find out more, visit the conference Web site: http://users.aol.com/cqen/hconfr9.html Or call MAQIN for a brochure (608) 277-7800 -- Fax: (608) 277-7810. John Hunter cqen@aol.com ---------------------------------------- Date: Wed, 06 Mar 96 00:50:14 +0100 From: p.bootsma@icce.rug.nl Subject: experiences with quality measurement support process? Content-Id: <19_65_1_826091414> Content-Type: text/plain; charset="US-ASCII" Content-Transfer-Encoding: 7bit In our graduaton project we run into questions about organising quality measurements. In many organisations, process teams carry out improvement actions, next to their regular tasks in the process. Measuring quality and results of these improvement actions also is a logical task for process teams. However, not all teams have the skills, means or opportunity do customer satisfaction measurement for their process themselves. For instance, writing a satisfaction survey form or doing a telephone survey requires time and skills and management may argue that this can be done better or cheaper by professionals. This leads us to the following questions: 1. What are pro's and con's of having one central professional support team doing quality measurements (especially customer satisfaction survey)? 2. How should such a team present itself in the organisation without being interpreted as a supervisor from management? 3. Are there organisations with relevant experiences? We post these questions to several lists and apologise to recipients of multiple copies. Karen Smit and Manolie Straatman Noordelijke Hogeschool Leeuwarden (e-mail address p.bootsma@icce.rug.nl used with permission of Peter Bootsma, our supervisor) ---------------------------------------- ---------------------------------------- End of Digest Provided by Department of Industrial Engineering, Clemson University Comments to list@eng.clemson.edu