quality management in non-manufacturing area

[charropubs@juno.com]

Kosaku Yoshida <jzk02657@nifty.ne.jp> writes
>1. Does anybody have information about the extent of the spread of the
>practice of quality management in non-manufacturing area, especially in
>financial industry in the US?

All of the 26 (or is it 29?) companies in GE Capital (they are primarily
financial, insurance and credit card companies) use Six Sigma
methodology. Also, many service companies are starting to move to ISO
9000. Lots of hospitals -- among other service companies -- are using the
Malcolm Baldrige National Quality Award.

C.W. Russ Russo, Author
Interpreting ISO for Services: Solutions from Registered Organizations
Quality Resources, 1999
mailto:russ@charropubs.com

[Moderator's Note:  The Joint Commission for the Accreditation of Healthcare
Organizations (whew...) of JCAHO has pretty strong language about Continuous
Quality Improvement built into their accreditation process -- Deming's
methods fold in well here as well.
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