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TRANSCRIPT
Inside this Issue Pg.
Sec�on Chair Update 1
2017 Leadership Team 2
New Members 3
Monthly Recer�fied Members 4
ASQ is moving to ComputerBased Tes�ng
5
Educa�on Opportuni�es 7
Volunteer Opportuni�es 8
Editor’s Announcement:Call for Ar�cles
9
“A Perspec�ve on 30 Years of ISO 9001 Quality”Ar�cle
10-11
Monthly Dinner Mee�ng 12-13
Upcoming Conferences 14
ASQ0701 Sec�on Offerings 6
January 2017
eScopeThe official newsle�er of the ASQ Orange Empire Sec�on 0701
Upcoming Dinner Mee�ngs
January 10, 2017 (Tuesday)Monthly Dinner Mee�ng
February 13 2017 (NOTE: Monday!!)Monthly Dinner Mee�ng
March 14, 2017 (Tuesday)Monthly Dinner Mee�ng
Sec�on Chair UpdateDear Quality Colleagues,
Happy New Year!! I hope the Holidays brought you and your families pleasantand warm memories.
O�en, I have expressed in our dinner mee�ngs and this newsle�er the great privilege that it is to work side by side some of the most influen�al people in my career. A few years ago, I had personally felt that my days of being a mem-ber of ASQ were done. This changed when the Membership Chair of our Sec-�on reached to me and tried to have a conversa�on with me about ASQ. Let’s just say that I was not the friendliest member, yet this person insisted with callsand emails. The truth was, I had not really invested the �me to take advantage of the benefits from ASQ. I was heavily invested in my current job that it al-most fully consumed my career.
The Membership Chair was Vinay Goyal. Now serving as our sec�on’s Vice Chair, Vinay is always look-ing for ways that he can serve our members as best as he can. In addi�on, he volunteers his �me to ASQ San Bernardino Sec�on 0702, he teaches some of our sec�on’s refresher courses and if there is a need in the sec�on’s opera�on, he is the first to jump in.
Last year, he men�oned to me his desire to become an ASQ Fellow. I thought that was a great idea and expressed my full support because from firsthand experience, I consider Vinay to be an exemplary indi-vidual that has proven to be a valuable member and contributor for our sec�on, other sec�ons, and the Quality Community. Last November, Vinay shared with me that his applica�on was accepted and ap-proved for him to be honored as one of ASQ’s Elite with an ASQ Fellow recogni�on.
Join me to congratulate Vinay on this greatachievement!
On a separate note, this month’s dinnermee�ng will mark the beginning of a new chapter of our sec�on’s monthly dinner history. This will be the first dinner mee�ng at our new venue, the Irvine’s Wyndham Hotel.
This promises to be a be�er venue for our clinics and dinner presenta�ons with be�er facili�es to enhance the learning and net-working opportuni�es. The food also promises to be one of the improvementsthat we will enjoy at this new venue.
I hope to see you there!
2017 promises to be a year of change andopportunity. Let’s make the most of it byleading our lives with the mentality that ifwe apply our best to it, the results will sure-ly be of equivalent worth!
My dear friends, have a great 2017!
Sincerely,
Dieter Eckstein, BSBM, ASQ CMQ/OE, CQASec�on Chair, ASQ Orange Empire 0701
Dieter Eckstein, BSBM,CMQ/OE, CQA
- ASQ Orange EmpireSection 0701 Chair
eScopeJanuary 2017
SOCIAL MEDIA CHAIRAbel C [email protected]
MEMBERSHIP CHAIRVatsal [email protected]
FINANCIAL AUDITING CHAIRNagesh Malhotra
NOMINATING CHAIRDave [email protected]
VOC CHAIROpen
SECTION 7 REGIONAL DIRECTOREd Ma�hews ed.ma�[email protected]
BREAKFAST MEETING CHAIROpenVOLUNTEER ISO PROGRAM MGROpen
CHAIRDieter [email protected]
VICE CHAIRVinay [email protected]
TREASURERCory [email protected]
SECRETARYReepak [email protected]
HISTORIANHyung [email protected]
EDUCATION CHAIRMark [email protected]
CERTIFICATIONS/ RENEWALSSue [email protected]
CHIEF PROCTORHassan [email protected]
PROGRAMS CHAIRNed [email protected]
ARRANGEMENTSOpenVatsal Patel (ac�ng)[email protected]
eSCOPE NEWSLETTER EDITORGi�y [email protected]
CAREER MANAGEMENT CHAIRBob [email protected]
2017 Leadership Team
Page 2
eScope Ad Rates
Ad SizeApprox.Inch Size
1 Issue 6 Issues 12 Issues
Full page 8.5” x 11” $200 $1,100 $2,000
1/2 Page 7.5” x 4.91” $110 $605 $1,100
1/4 Page 3.67” x 4.91” $70 $385 $700
1/8 Page 3.67” x 2.36” $35 $195 $350
Checks should be made to: ASQ Orange Empire Section, andmailed to ASQ, PO Box 14183, Irvine, CA 92614, with ad copy.
Instructions for placement, and frequency,Contact eSCOPE Editor: Gitty Yasreb @Email: [email protected]
We are always looking forClinic and Dinner speakers!!
If you would like to share yourexperience at a future dinner
mee�ng, please contact Vinay Goyal at
or Ned Schneider, Program Chairat [email protected]
for more informa�on.
eScopeJanuary 2017
Welcome!New ASQ MembersWelcome and congratula�ons on making the important
decision to become a member of ASQ.
All new members are eligible for free admission to a dinnermee�ng within 3 months of becoming a member. Please
contact Vatsal Patel for a free dinner voucher at:[email protected]
Yashmi Malik
Clarissa Muraoka
Richard Gotcher
Samantha Sutton
Leann Osato
TK Lee
Sogol Emami
Paul Nguyen
Danny Phan
An Quan
Kenny Jung
Ryan Dralle
Shrikant Awasthi
Robin Salunga
Roger Serad
Svetlana Markovic
Thane Ajifu
Shahin Mashayekh
Jill Foreman
Viktoriya Chaplytska
Calin Melen
Fred Noori
Linda Lia
Hyung Kong
Khai T. Trinh
Karrie L. Van Vliet
Andres Bernal
Anet Tanya Ant
Yi Chun F. Liu
Ajay Bhalla
Eva Chang
Peter Kim
Erik Mulchandani
Kooshiar Karimi
Jacqueline Kennerson-
Smith
Anh Nguyen
Jessica Trieu
Adam Bock
William Boumeester
Brian Park
Julie Hirata
Andrea Groncy
Susan Ramirez
Gina Lindmeier
Daisy (yumeng) Wu
Shekhar Chandrashekhar
Sandra Perez
Khoi Tran
Page 3
Website Redesign -Looking for Volunteers
We are working on redesigning our website.
The goal is to give it a fresh design andimproved features. We are looking for
volunteers that would like to be part of thischange.
Contact Abel Cortez [email protected] or Dieter Eckstein
eScopeJanuary 2017
Page 4
Are your certifications due for renewal?
You can submit up to six months before and after the due date.The recertification units must fall within the recertification
period. There is now an online RU Recertification Journal availa-ble! The RU journal allows logging in your points as you earn
them over the three year period.
h�ps://asq.org/cert/myru
You can s�ll send your recertification package to:
Alcon Laboratories, Inc.A�n: Sue Knight, M/S 145
15800 Alton Parkway, Irvine, CA 92618-3818
For more informa�on or ques�ons, please email
Click here for more informa�on
Congratula�ons!Re-Cer�fica�ons
The following members have met therequirements to be recer�fied:
Kip McGuire
Peter Lindwall
Robert Mitchell
Lei Li
Faranak Gomarooni
Mike Allen
Normelita Mendoza
Peter Schroeder
Dongmei Huang
WHY BECOME CERTIFIED?
In today’s world, where quality competition is a fact of life and the need for a workforce proficient inthe principles and practices of quality control is a central concern of many companies, certification is amark of excellence. It demonstrates that the certified individual has the knowledge to assure quality ofproducts and services. Certification is an investment in your career and in the future of your employer.
Check out the CertificationCourses offered in this
month’s eScope
ASQ CERTIFICATION
eScopeJanuary 2017
Page 5
ASQ is moving to Computer Based Tes�ng
(effec�ve as of October 2016 exams)
Benefits to ASQ Members (Benefits by the Numbers)
⇒ An increase in annual exam administra�ons from two to six
⇒ The availability of days in which to take the exams, increasing from four per year to 102
⇒ The convenience of retes�ng, reducing �me from 6 months to 2
⇒ An increased number of tes�ng loca�ons, from 350 to 8,000
⇒ And faster test results, from 10 days to 0-4
Frequently Asked Ques�ons
What is Computer Based Tes�ng
Computer-Based Tes�ng (CBT) is an efficient way to provide a secure, consistent environment for cer�fica�on and licen-
sure while significantly enhancing the candidate experience. Tes�ng is done in a secure proctored tes�ng center at a per-
sonal computer worksta�on.
How will this change affect me?
The applica�on/approval process will not change however, customers will be required to take an addi�onal step a�er be-
ing approved to schedule their tes�ng appointment with Prometric.
When will customers be able to schedule their exam appointment with PrometricA�er being approved for ASQ Cer�fica�on, customers can schedule their exam at the nearest Prometric Tes�ng Center.
Can customers choose to take a paper and pencil exam?No, beginning with the October exam window (September 1-October 15, 2016) all exams will only be offered via CBT.
(Excep�ons include Special Administra�ons and Translated exams which will roll out via CBT in 2017.)
(Source: ASQ.org)
For more informa�on please check the ASQ.org website: h�p://asq.org/cbt/
The delivery method for ASQ Certification exams is changed from paper andpencil, to Computer Based Testing. Candidates will take ASQ Certification examsat a Prometric testing facility where the test will be delivered via computer in a
Prometric proctored, secure environment.
With thousands of testing sites and seats, test takers have a wide choice of datesand locations from which they can select.
eScopeJanuary 2017
Page 6
Certified Supplier Quality Professional(CSQP)
This new certification provides valuable credentials to qual-ity professionals in the growing field of Supply Chain Man-agement.
Due to the ever increasing globalization of the supply chain,the demand for CSQPs has exponentially increased in abroad spectrum of industries including: aerospace, automo-tive, biologics, food processing, government, medical de-vice, pharmaceutical, and shipping.
For comprehensive exam information on the Supplier Qual-ity Professional certification, visit http://asq.org/cert.
Please Note:
Starting January 2017, we will be havingour monthly dinner meetings at an exiting
new and modern location
Wyndham Irvine - Orange County Airport
There will be no change to the dinner pricingand parking will be free.
We look forward to seeing you there as of January 2017!
* Monthly Dinner Meetings
Held the second Tuesday of each month (unless otherwiseannounced), dinner meetings provide an opportunity to attend
informative presentations, network with fellow local qualityprofessionals, and earn credits toward your recertification.
* Educational Seminars
Held periodically throughout the business year, seminars providean all-day seminar on a topic of interest to our section members.
* Refresher Courses
Courses are held based upon the ASQ certification exam scheduleand provide a great overview of the information you will need to
pass the exam at a great value to section members. See the sectionwebsite and eScope for upcoming offerings.
* eScope Publication
Published monthly, the eScope provides members with informationabout section events as well as pertinent articles.
* Volunteer Audit Program
Offering section members the opportunity to gain audit experienceby performing audits for local companies.
* Career Opportunities
Visit the section website for career opportunities targeted to theOrange Empire membership … and so much more!
eScopeJanuary 2017
Page 7
Certified Manager of Quality & Organizational ExcellenceCourse & Exam Prep
Will be held simultaneously as a Live Instructor Led Webinar in addition to a traditional classroom setting
at Alcon Labs.
SESSIONS/DATES
9 sessions; Mondays from January 16, 2017 to March 6, 2017 with 1 session TBA.
Will cover: Leadership, Strategy Development & Deployment, Quality Management Tools, Customer
Focused Organizations, Supplier Performance, Management, & Training/Development. Plus,
strategies/tips for preparing & taking the exam.
When
Monday, January 16, 2017 6:00 PM - Monday, March 6, 2017 9:00 PM
Pacific Time
Location
Alcon Laboratories
15800 Alton Parkway, Irvine, California 92618 USA
CLICK HERE TO REGISTER
Certified Lean Six Sigma Black Belt - Prep / Refresher Course(Traditional Classroom & Live Webinar)
ASQ's 2014 Annual Salary Survey shows U.S. employees with 2 Certifications earn an average of approx.
$8K more than those who hold only one, and $10K more than those without any ASQ certifications.
SESSIONS/DATES
14 three hour sessions which can be attended in person in class or remotely via a live Webinar.
Wednesdays from January, 11 to March 8. Some weeks will have 2 sessions to total 14 sessions.
Will cover: Enterprise Deployment, Business Process Mgmt, Project Mgmt, Six Sigma Improvement Methodology & Tools
(Define, Measure, Analyze, Improve, & Control), Lean Enterprise, & Design for Six Sigma. Plus, strategies/tips for
preparing & taking the exam.
When
Wednesday, January 11, 2017 6:00 PM - Wednesday, March 8, 2017 9:00 PM
Pacific Time
Location
Alcon Laboratories
15800 Alton Parkway, Irvine, California 92618 USA
CLICK HERE TO REGISTER
Page 8eScopeJanuary 2017
Volunteering Opportuni�esWe are always looking for volunteers, but have an immediate need for the following posi�ons.
For more informa�on about any volunteering, please contact Vinay Goyal or email at [email protected]
Inquire within!
• Arrangements Chair
• VOC Chair
• Volunteer Auditing Chair
• Breakfast Meeting Chair
• And more (e-mail for details)
Page 9eScopeJanuary 2017
EDITOR’S ANNOUNCEMENT:
Newsle�er Contribu�ons Wanted!!
The ar�cles should contain the following as much as possible:
• Defini�on of the Opportunity (Do NOT disclose proprietary informa�on)
• Team forma�on and Management support (Team coopera-�on/accountability, Project Champion, etc.)
• Project management techniques used (Gan� Chart, Frequen-cy of team mee�ngs, �meline management, how were re-source & technical challenges addressed, etc.)
• Lean and/or Six Sigma Methodologies used (DMAIC, DFSS,etc.)
• Lean and Six Sigma Tools used (QFD, 7 QC Tools, Process Ca-pability/SPC, GR&R, Hypothesis Tes�ng, ANOVA, DOE, etc.)
• Project Results: Savings, new business market opportuni�es, Product or Process quality improvements (Incr. % Yield, im-proved CTQs, Improved Throughput, Reduced Waste, etc.)
• Lessons Learned
For more informa�on, submi�als, or comments about newsle�er ar�cles,
please contact Gi�y Yasreb (Newsle�er Editor) via email: [email protected]
Send your ar�cle today!!
Our ASQ Sec�on 0701 Leadership invites you to be a contributor to our newsle�er by wri�ng an ar�cle that would be of interest and value to other members. Maybe you can describe a work-related issue or opportunity thatwas resolved using Six Sigma, Lean or other Quality methodologies.
According to feedback, we believe our readers will be interested in whattheir peers are doing with the tools and training that ASQ provides.
If chosen for publishing, you will earn 1.0 RU!!
Page 10eScopeJanuary 2017
By: Eliot Dratch
Bar far, the ISO-9001 quality systemstandard has had more impact in theworld of quality improvement thanany ANSI, ASTM or other standard - oreven a complete quality system. It iseven more relevant today than it waswhen it was first published almost 30 years ago. ISO-9001 has becomemore flexible and is easily adapted to suit the special needs of most organi-za�ons; service, healthcare, educa-�on, etc. -- not just manufacturers. It
has become the best known and most widely cited qualitysystem because using it reduces business risks, improvesa company’s opera�ng structure and aligns the organiza-�on for con�nuous improvement.
There have been studies that explain why and how qualitysystems such as ISO 9000 add significant value. About seven years ago, Harvard Business School conducted astudy with respect to the value of the ISO standards. Har-vard concluded that the companies adop�ng the ISO standards have higher sales, higher rates of corporatesurvival and provide higher wage increases than their non-adop�ng compe�tors. The implica�on is of course that as a company’s sales and quality increases, that company ismore able to grant wage increases to their team mem-bers. The final conclusion was that organiza�ons cer�fy-ing to quality management systems resulted in numerousbenefits to the organiza�on and its employees. Here is a link to the study:
h�p://www.hbs.edu/faculty/Publica�on%20Files/09-018.pdf
Quality cer�fica�ons provide the confidence that Tier 1 and Prime customers appreciate and o�en require be-fore doing business. For instance, companies cer�fied to the TS automo�ve quality standards are not allowed to purchase produc�on parts from companies that don't at
least have an ISO-9001 cer�fica�on, so achieving that cer�fi-ca�on overcomes a major barrier to entry.
If I am a customer trying to select a supplier that I need tomanufacture some new parts for my company, I will certainlycall my business colleagues to ask if they have a company thatthey can recommend. But who do I call if these parts requirespecial produc�on processes that I know nothing about? Well, it is common knowledge that I will have a much higher chanceof being sa�sfied if I select an ISO-cer�fied company.
I have worked with scores of companies to achieve an ISO-9001 cer�fica�on and I've never heard any of them indicate that they thought that it did not deliver the expected val-ue. No company, that I'm aware of, has ever said that it's toomuch work to maintain their quality cer�fica�on and thoughtthat it would be a be�er idea to go back to the old way of run-ning their business.
The companies that integrate their quality system standardsinto their strategic plans understand that this process ap-proach is a "best demonstrated business prac�ce." If the busi-ness is using ISO-9001 as a tool and has trained their staff in their relevant processes; that means that they have a strongmanagement review, have integrated the process approachinto their business, have a robust correc�ve ac�on process and can demonstrate an ac�ve con�nual improvement pro-cess.
The standard now places significant weight on the con�nual improvement aspect of the program and forces the cer�ficate holder to demonstrate that their processes are effec�ve. The best way for those companies to demonstrate the efficacy of their processes is to set up measurements that track the trendof improvements to those processes, over �me, so that there is data available to support the claims and conclusions. Thiscannot be subjec�ve -- the data must support the claims.
About twice per decade the standard gets updated to ensurethat it remains relevant, useful and even more usable. Thelatest version was published in 2015 and the document's actu-al structure and layout was reforma�ed to make it matchwith, and harmonize to, other interna�onal standards such as the ISO 14001 Environmental Management Standard andsoon to be released 18001 Occupa�onal Health and SafetyStandard.
Continued next page ……...
Eliot DratchCMTC’s SeniorQuality Consultant
Page 11eScopeJanuary 2017
Continued from previous page ……...
The bo�om line is that cer�fica�on to a quality manage-ment standard returns financial value greater than the incremental investment required to achieve the cer�fica-�on, and the companies that have registered quality man-agement systems have higher rates of corporate survivalthan those that do not adopt them. It is hard to arguewith a system that is so focused on demonstra�ng pro-cess efficacy.
We are very fortunate to have such a robust managementtool that has been improved and op�mized for almost 30
years. The benefits of adhering to this widely recognized and highly-cited quality system con�nue to grow every year and it con�nues to produce significant measurable benefits for its 1,000,000+ users.
About: Eliot Dratch
Eliot Dratch is a past Educa�on Chair of the ASQ Orange Em-pire 0701 and has taught Quality Management classes for thesec�on (CMQ-OE refresher course) for over 10 years. He worksas a Sr. Quality and Lean consultant for CMTC, California Man-ufacturing Technology Consul�ng. He holds an MBA from the University of Redlands and an MS in Organiza�onal Leadership from Chapman University.
Profile: Linkedin.com/in/eliotdratch
He can be reached at (949) 304-8804
Call CMTC Quality Management Services for your ISO 9001and AS9100 Rev. D planning needs!
ASQ Sec�on 0701 Leadership invites you to be a contributor to our newsle�er by wri�ng an ar�cle that would be of interest and value to other members.
The types of ar�cles appropriate for the enewsle�ers range from short features on specific quality topics, step-by-step how-to’s, prac�cal advice and case
studies (600 and 1,200 words), to long-form features and case studies (1,500 to2,500 words) supplemented with real-world experience, analysis or research.Compelling first-person or personal stories and opinion pieces also are welcome.
Send your ar�cle today!!
Page 12eScope
ASQ Orange Empire Monthly Dinner Meeting
This is our regular monthly dinner mee�ng program with two clinics running concurrently, dinner, and an outstanding a�er
dinner presenta�on. You are welcome to come for the clinics and a�er dinner presenta�on WITHOUT buying the dinner. This way you s�ll earn the RU and take advantage of the presenta�ons.You can earn 0.3 RU’s per presenta�on for a total of 0.6 RU’s.
PRESENTATIONS
Clinic 1: The Importance of Understanding Type I and Type IIError in Sta�s�cal Process Control Charts – Con�nued
Presented by: Dr. Phil Rosenkrantz
Clinic 2: Customer Sa�sfac�on per ISO 9001 - WhatElse Can I Do?
Presented by: Pierre Servan
Dinner Presenta�on: “Powerful Ques�ons and Techniques to Move From Being Stuck In A Rut to Kicking Bu�! ”
Presented by: Heather Wieshlow
WHENTuesday, January 10, 2017, 5:15 PM - 9:00 PM
Please note: Dinner mee�ng for January 2017 is on a Tuesday.
WHEREWyndham Irvine-Orange County Airport
17941 Von Karman Ave, Irvine, California 92614 USA
FEESClinic 1 or Clinic 2 ONLY (no dinner speaker or meal)
(0701 Member) Complimentary(Non-0701 Member) $10.00
Clinic 1 or Clinic 2 and Dinner Speaker (no dinner meal)(0701 Member) Complimentary
(Non-0701 Member) $10.00
Full Package - Clinic 1 or Clinic 2, Dinner, and Dinner Speaker($55.00 at the door)
(0701 Member) $30.00 for a limited �me ($40.00 original price), (Non-0701 Member) $45.00 for a limited �me
($55.00 original price)
RSVP byFriday, January 6, 2017 at 11:15 AM for discounted pricing and
Fish and Beef dinner selec�ons.
Online registra�on closes at 12:00 pm on Tuesday, January 10, 2017.
CLICK HERE TO REGISTER
DINNER PRESENTATION
Powerful Questions and Techniques toMove From Being Stuck In A Rut to
Kicking Butt!Presented by: Heather Wieshlow
We have all been stuck in our lives at some point and experiencedthe dissa�sfac�on that comes from not achieving results, experienc-ing our full poten�al and having an inner sense of fulfillment. We may have felt inadequate, disappointed, lonely and even frustratedbut not understood how to move forward effec�vely and tackle our challenge. If we just knew what it was that was holding us back andhad ways to get going again, most of us would. In this unique, light-hearted presenta�on learn what core issues prevent you from mov-ing forward and the powerful ques�ons and techniques that can help move you from being Stuck in a Rut to Kicking some Bu�!
Learning outcomes by a�ending this presenta�on:
* Understand why being stuck in a rut is a breakthrough justwai�ng to happen
* Learn the most common reasons why people get stuck andhow to accurately pinpoint those key areas
* Realize how this understanding will help you move forwardin a career search, a job, or a project you have yet to tackle
* Ques�ons and techniques that can be used to generate posi�ve ac�vity
Our speaker: Heather Wieshlow
Heather Wieshlow is a Cer�fied Coach, Author, Speaker and Owner of TurningPoint Coaching and Consul�ng. Since 1998 she has helped thousands of pro-fessionals gain clarity during their careertransi�ons and creates success plans for their lives. She has worked with individ-uals in businesses, organiza�ons and government programs in all aspects ofCareer Discovery, Career Design andCareer Development. Her energe�c, personal, insigh�ul and interac�ve style
combines over 20 years of business exper�se with a solid founda�on based on wholis�c principles and real-world common sense. Heatheris a Graduate of the Newfield Coaching for Professional and Profes-sional Mastery Program (CPPM), Master Career Director (MCD), acer�fied Job and Career Transi�on Coach (JCTC) and holds a Career Transi�on Coach Cer�fica�on from Chapman University. www.aturningpoint.com
Page 13eScopeJanuary 2017
CLINIC # 1
The Importance of Understanding Type Iand Type II Error in Statistical Process
Control Charts – Continued
Presented by: Dr. Phil Rosenkrantz
Sta�s�cal methods that involve sampling of any kind are subject to two kinds of sampling error: Type I error is when your sample ortest leads you to conclude a process is bad but it is really accepta-ble (a.k.a “producer’s risk” or a “false alarm”). Type II error is whenyour sample or test leads you to conclude that a process is oper-a�ng OK but it is really not (a.k.a “consumer’s risk” or “failure to detect”). Wrong conclusions lead to incorrect ac�ons and my con-sul�ng experience has revealed excessive amounts of both kinds of error. Type I error was discussed extensively in the first clinic presenta�on on this topic in October 2016. This presenta�on will briefly review the nega�ve consequences of Type I error as ex-plained in the first presenta�on, but will concentrate on under-standing and reducing Type II error. Reducing Type II error resultsin making the SPC experience more effec�ve and efficient. The goals of this presenta�on are to:
• Provide a brief review of the concepts of process controland process capability.
• Explain Type I and Type II and briefly summarize the nega-�ve effects of excessive Type I error as explained in the first presenta�on.
• Give examples of Type II error for common decision rulesand available strategies for reducing Type II error.
• Present some addi�onal charts available to reduce Type II error for certain types of assignable causes
• Educate about the common mistake in industry of usingthe wrong control chart. This mistake seems to moreo�en increase Type II error (failure to detect) rather than Type I error (false alarm).
• Discuss the proper use of Individuals charts.
About our speaker: Dr. Phil RosenkrantzDr. Phil Rosenkrantz is Professor Emeritus ofIndustrial & Manufacturing Engineering at CalPoly Pomona where he has been teachingand consul�ng for 34 years and served as Department Chair from 1990-1997. He wasalso founding Coordinator of the MSQA Pro-gram at CSU Dominguez Hills from 1986-1989. Phil was an engineering supervisor forGeneral Motors prior to entering academia.Educa�onal background includes Doctor of Educa�on in Organiza�onal Leadership from Pepperdine University; MS in Sta�s�cs from UC Riverside; MS in Industrial Administra�on from Purdue University; and B.S. in Mechani-
cal Engineering from Ke�ering University (formerly GMI). P.E. (California). 2005 Recipient of the Simon Collier Award. George P. Hart Award for Out-standing Faculty Leadership 1999. Outstanding Teacher Award for theCollege of Engineering 2012. Phil has been ac�ve in ASQ and ASEE (American Society for Engineering Educa�on). Over the years Phil has been a volunteer with the Boy Scouts of America (8 years), the Board of Directorsof Eastside Chris�an Schools (27 years), and U.S. Forest Service (20 years).
CLINIC # 2
Customer Satisfaction per ISO 9001 -What Else Can I Do?
Presented by: Pierre Servan
Customer Sa�sfac�on has been at the heart of ISO 9001 since it was introduced as a requirement as part of ISO 9001:2000. Organiza-�ons o�en struggle collec�ng meaningful informa�on that can de-rive into ac�onable items. This presenta�on aims at reviewing what exactly are the ISO requirements, how can they be executedand how you can challenge your organiza�on in looking at customer sa�sfac�on beyond a stale set of ques�ons- commonly known as the“Customer Survey.”
By a�ending this presenta�on par�cipants will walk away with:
• Understanding of the Customer Sa�sfac�on Requirements
• A means to understanding if Customer Sa�sfac�on is being measured in a meaningful way
• Ideas of how customer sa�sfac�on data may be collected just by having a more thorough understanding of yourorganiza�on.
About our speaker: Pierre Servan
Pierre Servan has over 15 years in theQuality and currently prac�ces con-sul�ng and training with Factor Quality, Inc. Throughout his career he has beento different roles during his more than 15 years in Quality. Along the way hehas fulfilled mul�ple responsibili�es that have helped shape his views onQuality:
• Account Manager selling ISO 9000training services and consul�ng,
• QMS consultant with over 50 suc-cessful implementa�ons of ISO 9001, QS 9000, ISO 17025, ISO 14001,
• 3rd Party Auditor for ISO 9000 and QS 9000 with over 100 auditsin the US, Mexico and Japan
• Quality Engineer and Green Belt – responsible for maintaining theQMS for a CA site as well as standardizing QMS processes globally(6 sites). Cer�fied the US and a UK sites to TS 16949, as well as contribu�ng with the ini�al deployment of the QMS and product qualifica�on on a start-up site in China.
• Quality Manager- Aid in the development of product qualifica-�ons and lab qualifica�ons processes as part of site transfers due to acquisi�on by a larger company. Led the implementa�on of the SAP Quality module across 10 sites. Facilitated the implementa-�on of Lean Manufacturing onto the QC Lab as a means to im-prove workflow and reduce turnaround �mes.
• Business Owner- owner of a consul�ng firm with the aim of help-ing companies through their quality journeys. Currently involvedin the development of Management Systems, leading quality re-lated projects such as the deployment of a 3rd party QMS so�-ware and facilita�ng Quality related training programs.
Page 14eScopeJanuary 2017
Upcoming Conferences
For more information about below conferences, please check the ASQ.org website!