Inspections: Part of the Quality Evolution  

Inspections are apart of the rebirth of Total Quality Management directed at customer satisfaction. Although inspecting documents takes extra time and fortitude, the rewards far outweigh the investment. A formal inspection process improves the quality of documents and reduces costs over the long term. Through early defect detection, inspections have proven their value time and time again. In this workshop, we will share inspection process guidelines used at Bull Information Systems, and raise issues related to inspections.

Alicee, Audrey L. and Leigh A. Wales. STC Proceedings (1996). Careers>TC>Quality

Measuring the Value that You Add to Your Company: Planning Your Own Case Study on Reducing Support Costs  

In this interactive session, we will lead technical communicators through a process of setting up and conducting a study to find out how much support is costing their organization or their clients’ organizations. We will also help technical communicators cost-justify their work by estimating reductions in support costs. We will help them plan case studies to show how highquality technical communications can reduce support calls and costs.

Ramey, Judith A. and Janice C. 'Ginny' Redish. STC Proceedings (1995). Careers>TC>Quality

The Role of the Technical Communicator in Quality Programs: A Case Study  

Most companies are trying to improve their products, services, and processes. As a result, numerous buzzwords are flying around these days: TQM, ISO 9000, IEEE, SEI, standards, procedures, methodologies, models, registration, and compliance. How can the technical communicator assist in the assessment and selection of a quality program and policy? This paper takes a look at the steps the Telecommunications division of Carnegie Group, Inc. (CGI) took to establish its quality program and the role of the technical communicator in this process.

Cerroni, Karen A. STC Proceedings (1994). Careers>TC>Quality>Standards

Using Six Sigma to Improve our Technical Review Return Rate  

This is a brief overview of Six Sigma principles and an introduction to basic methods used in a Green Belt project in a technical publications department. This Green Belt project addressed the impact of declining return rates of technical reviews to both quality and cost. The author explains how the project originated and which Six Sigma methods were selected and implemented. She will review several examples of methods used to identify feasible solutions. The intended results of this project are to increase the return rate and, more importantly, to improve documentation quality and greatly reduce the department's cost of rework.

Walker McCombs, Sylvia. STC Proceedings (2004). Careers>TC>Quality>Methods