CUSTOMER SATISFACTION
www.theacsi.org
The American Customer Satisfaction Index (ACSI)
tracks trends in customer satisfaction and provides benchmarking insights
into the consumer economy for companies, industry trade associations and
government agencies. ACSI rates industries such as manufacturing,
transportation, retail and finance on scales of 0-100 based on telephone
interviews with consumers. The results of these quarterly studies can be
found on this website, organized by industry and specific companies.
Management can visit the site to find the ACSI model, a tool designed from
this research to help businesses gain competitive advantage.
www.csmassociation.org
The Customer Satisfaction Measurement Association site tells about an
association of companies that conducts benchmarking studies to identify
practices that improve customer satisfaction and overall operations. The
site lists more than 70 members, including Fortune 500 companies,
educational institutions and government agencies.
www.planetfeedback.com
Have a compliment or complaint about a product or service? Want to read what
other people think? This website allows consumers to leave feedback on good
and bad experiences with companies in a variety of industries. Free of
charge, users may enter comments or read other users' comments and rankings
of individual companies. Free registration allows you to manage your letters
and participate in rankings and, according to the website, increases your
chances of receiving responses from companies.
TESTING
ACIL home page at
www.acil.org
The ACIL is a national trade association representing independent scientific
and engineering laboratory, testing, and research firms. Its Web site offers
information about the organization, the latest industry news, and links to
related sites as well as laboratory benchmarking information.
www.ndt-ed.org
Created by nondestructive testing (NDT) professionals and educators, the NDT
Resource Center has a wide range of basic and advanced resources. Among them
are introduction to NDT PowerPoint presentations, NDT formulas, interactive
calculators, math refreshers, employment opportunities, teaching resources
and scholarship information for college and high school students. The site
is easy to navigate and includes a search engine.
www.testmart.com
A search by various parameters, online directories and shopping, product
data archive, manufacturing and service provider directory and articles are
included in Testmart’s comprehensive site.
www.ticqa.eotc.be
TICQA Information Service provides European companies in 19 countries and
all economic sectors with information on providers of calibration, testing,
inspection, and product and service certifications services. The services
include a comprehensive search and query mechanism, unlimited access at no
charge and a help desk.
QUALITY GURUS
www.barringer1.com/drbob-bio.htm
A complete biography of quality guru Robert B. Abernathy is now online. Best
known for his expertise in jet engine performance, Abernathy is also the
author of The New Weibull Handbook. Not only are Abernathy's
achievements and awards documented, visitors will also find a thorough
bibliography of his publications and papers.
Deming Electronic Network at
deming.eng.clemson.edu:80/pub/den/
For those interested in the implications of W. Edwards Deming’s ideas, the
Deming Electronic Network has been established to assist the W. Edwards
Deming Institute in meeting its mission of fostering understanding of the
Deming system of profound knowledge to advance commerce, prosperity, and
peace.
The
Quality Gurus: What Can They Do For Your Company?
dtiinfo1.dti.gov.uk/mbp/bpgt/m9ja00001/m9ja000011.html
Author Tony Bendell developed this Internet document to identify how the
philosophies of quality experts affect United Kingdom manufacturing and
service organizations. Bendell offers biographies of everyone from Shigeo
Shingo to Tom Peters and Claus Moller.
Dr.
Juran Biography
www.juran.com/drjuran/bio_jmj.html
The Juran Institute offers a detailed account of Joseph Juran’s life and
philosophies. This well organized site begins with Juran’s childhood and
takes users through the guru’s contributions and most recent endeavors.
www.murtongroup.com/qgurus.htm
Leaders such as Philip Crosby, Genichi Taguchi and Armand Feigenbaum are
featured on this site from the Murton Group. A short biography of each is
followed by explanations of his theories.
STANDARDS
www.ams.usda.gov/standards/stanfrfv.htm
Ever wonder what the standards are for the grades of globe artichokes in the
United States? Have a walnut that needs classifying? This site, run by the
Agricultural Marketing Service of the U.S. Department of Agriculture (USDA),
provides complete PDF versions of USDA fruit and vegetable quality
standards. More than 100 standards cover fresh market fruits and vegetables,
fruits and vegetables for processing, and nuts and specialty crops.
www.ansi.org
The American National Standards Institute (ANSI) site provides access to
information on the ANSI Federation and the latest national and international
standards related activities. It includes events, membership, databases and
an online reference library.
www.fs9000.com
FS 9000 is a quality standard for financial service and public accounting
firms. It is based on ISO 9000 and is still in development stages. Advocates
of FS 9000 say the financial services industry is "greatly in need of
standardization." To spread awareness, they have launched this extensive
website, which includes several PDF files on benefits and other details of
the standard, an online discussion forum, a visitor survey, employment
opportunity listings, a calendar and financial quality links. An FS 9000
membership association is also in the planning stages.
www.niso.org/index.html
The National Information Standards Organization (NISO) develops standards
for libraries, bibliographic and information services, and publishers. So
far, NISO has published 34 standards, all of which can be downloaded in full
from this site. The site also includes drafts of standards in development by
NISO, a calendar of events, links to other standards organizations and
information on NISO membership.
www.powerstandards.com/tutor.htm
This page, part of the Power Standards Laboratory website, provides
extensive information on Institute of Electrical and Electronics Engineers
(IEEE) electric power standards. Most of the information is in the form of
detailed minutes from IEEE meetings. An especially useful resource is the
power quality terminology glossary. This 38-page PDF document, which is a
little hard to find on the site, can be accessed directly at
grouper.ieee.org/groups/scc22/P1433-D5A.pdf.
www.qaaudits.com
Concise information on recent standard changes, including those relating to
AS9000/AS9100, ISO 9000:2000 and TL 9000, is offered on this commercial
site. There are several links to standards related quality sites.
www.rabnet.com
The Registrar Accreditation Board's (RAB) homepage offers searchable
databases of auditors, training courses and accredited registrars. Users can
download free criteria and application packages for several certifications,
including RAB environmental auditor, quality management systems (QMS)
auditor and QMS internal auditor and International Auditor and Training
Certification Association QMS auditor. Other features include the latest
news from RAB and the conformity assessment community, sections devoted to
quality and environmental management systems programs and a website feedback
form.
U.S. Standards Group on QEDS news page at
standardsgroup.asq.org.
This new site contains up-to-date information on standards development and
other related areas from the quality, environmental, dependability, and
statistics group.
www.tl-9000.org
TL-9000, a standard for quality in the telecommunications industry, was
created by ASQ's Quality Excellence for Suppliers of Telecommunications (QuEST)
Forum. This website is dedicated to all things TL-9000, providing an
overview of the standard, registration materials and training course
information. The location is part of QuEST Forum's site, which includes
membership information, a newsletter and an online bookstore.
www.tqm.com/cgi-bin/ubb/Ultimate.cgi?action=intro
This site features active discussion forums of the Quality, Engineering &
Manufacturing Association. Topics include the ISO 9000 family and the new
AS9100 aerospace derivative requirements.
www.worldpreferred.com
In addition to containing a complete international list of accredited
registrars, this site has articles, white papers and other information about
ISO 9000 standards. There are also links to organizations, accreditation
bodies, Baldrige Award sites and general quality resources, plus there is a
page devoted to the International Electrotechnical Commission.
Do you know of a "quality" website that
should be listed? Share it with us!
