Quality Management Methodologies/Standards Compatibility: A Basis for Continual Improvement and Excellence

By Ernie A. Cevallos

The notion that quality management is about minimizing defects, especially in production, is an outdated view of what it is and how to improve it. This aspect has long been an entry-level requirement in competition, but is no longer enough from a customer's perspective. Customers expect buying experiences to be flawless. They evaluate quality based on the total value of the offer.

TQM, ISO 9000, Six Sigma: Do Process Management Programs Discourage Innovation?

By Ernie A. Cevallos

A Knowledge@Wharton article based on joint research with the Harvard Business School says now may be the time to re-evaluate the corporate efficacy of process management and tailor them to the right applications. Studies show that misapplied process management can hinder companies and dull innovation. "In the appropriate setting, process management activities can help companies improve efficiency, but the risk is that you misapply these programs, in particular in areas where people are supposed to be innovative," notes Mary Benner–management professor at Wharton.