A quality journey: observations and suggestions regarding continuous process improvement

Abstract

During a sabbatical in the fall semester of 1991, Hogg took a ‘quality journey’, visiting 20 companies and 5 universities and attending several meetings related to quality improvement. He did this to determine what produces quality products and services and the role statisticians can play in the quality movement. Moreover, he found out how programmes in statistics can be improved to benefit students, particularly those who wish to obtain positions in business, industry and government. The journey confirmed practices that are generally accepted in quality improvement: involving top management, paying attention to customers' wants, training and empowering employees, and forming partnerships with suppliers. Statisticians must continue to stress the importance of making data-based decisions and teaching ‘statistical thinking’ and other important ideas of quality improvement.