Category Archives: Chap 09 Quality

The tension between six sigma and innovation

Every now and again you come across something that you wish you’d read and/or blogged about years ago.  So it is with this article by Brian Hindo written in 2007, and to be found on the Bloomberg.com website.  It does … Continue reading

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‘Cognitive manufacturing’ – how the internet of things and analytics apply to factories

IBM Watson’s video is a great introduction to IoT and analytics in the manufacturing context…  

Posted in Chap 06 Materials and inventory, Chap 09 Quality, Chap 10 Processes and technology, Sector: I.T. & ecommerce, Sector: Manufacturing | Tagged , , , | Leave a comment

How many product recalls in May already?

Having just blogged about service recovery, this seems like a good topic to look at!  Consumer Affairs is a consumer website in the USA that lists product recalls.  So far this month they have 18 listed for products ranging from … Continue reading

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When does a defective product become more valuable than the standard product?

There are some products that are more valuable when they do not conform to the standard expected.  This applies to postage stamps, and also units of currency.  I was reminded of this when this story  broke in the news.  It … Continue reading

Posted in Chap 09 Quality, Sector: Financial Services, Sector: Manufacturing | Tagged , | Leave a comment

An alternative view of how to handle complaints

I blogged about complaint handling on January 17 this year.  But I’ve just come across this article – ‘7 Science-Backed Strategies for Dealing with Angry Customers’.  What’s interesting is that my earlier blog also listed 7 things to do, so … Continue reading

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Oscar – you need some poke yoke

A poka-yoke is a Japanese term for a fail-safe device (page 233).  Ever since I came across this concept, I have wandered the world noticing how processes incorporate them into their processes.  And never were they more needed than last … Continue reading

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Birmingham Children’s Hospital outstanding

Listening to Today on Radio 4 this morning, Sarah-Jane Marsh, the CEO of Birmingham Childrens Hospital was inspirational.  Eight years ago this hospital was identified as having major shorting comings in three key areas of provision.  Today it is the … Continue reading

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£36 billion – the cost of poor service

Ombudsman Services has just issue a press release that highlights the findings of their fourth annual Consumer Action Report.  It has calculated that the total cost to UK operators of poor service is £36 billion.  The main points are: More … Continue reading

Posted in Chap 09 Quality, Sector: Energy & Utilities, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Retail | Leave a comment

Everything you need to know about Six Sigma and never dared to ask?

Six Sigma is alive and well and flourishing on the iSixSigma website.  This provides all kinds of resources for industry professionals – articles, case studies, dictionary of terms, discussion forum, job opportunities, and other resources.  It is particularly helpful if … Continue reading

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Total preventative maintenance

We briefly discuss TPM in our book.  For a more detailed overview of the concept and how it is implemented the Plant Maintenance Resource Center provides a thorough introduction here. This includes a discussion of overall equipment effectiveness (OEE) too. It … Continue reading

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