Archive for the ‘News’ Category

AT&T Finds New Ways to Annoy Its Customers

Monday, June 7th, 2010


AT&T System Upgrade

New iPhone Customers Got Another AT&T Surprise


As an AT&T and iPhone user I am often surprised at the poor level of service the former “Phone Company” monopoly provides to its customers. For example, although I can see the AT&T cell tower from my Tucson home, I frequently experience failed calls, dropped calls, choppy reception and other poor quality phone service. At my vacation home in Pinetop, Arizona there is no 3G service and I am charged the same data rates as I’d incur if I were traveling overseas. I recently “solved” these problems by purchasing an AT&T MicroCell tower, an expensive device that AT&T sells to its hapless customers to improve call quality. At least I get decent call quality at home (of course, I still burn my plan minutes even though there is no usage of AT&T’s cell network.)

Today, June 7, AT&T went to new lengths to annoy existing and potential customers. A few hours ago Apple announced its new iPhone 4.0. My grown son has been wanting an iPhone for quite some time and I had the thought that I could add him to my plan and save a few bucks. I also wanted to know if I could grandfather him in on my unlimited data plan. AT&T announced a few days ago that they were discontinuing the unlimited data plan and charging new customers for data usage. Of course, I learned that I couldn’t grandfather my son in. However, I thought there might be some option that could save us a few dollars. After listening to the agent on the phone for a while I became confused by all of the options and decided to do some research online. Alas, all I could see at the AT&T site was the message “Due to a system upgrade the site is temporarily unavailable…” In other words, on the day that Apple upgrades the iPhone, which is used by more AT&T customers than any other phone, AT&T decides to upgrade their wireless site in the middle of the day.

Apparently “The Phone Company” has yet to understand that they now have competition. Hopefully Apple will seriously consider allowing some of that competition to carry their phone. Until then I’ll be looking at the silver lining: my AT&T customer experience will certainly continue to provide fodder for this blog!

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ASQ Hosts Six Sigma Expert Panel and Roundtable

Thursday, May 20th, 2010

ASQ’s Six Sigma Forum is sponsoring a combination expert panel/roundtable discussion (based on the café model that ASQ has been using for discussions) on Wednesday morning, May 26, at WCQI from 8 am – 10 am.  Attendance has been capped for the session at 64 attendees, who will be arranged in tables of eight.  There will be six sigma related topics assigned to each table.  There will be a subject matter expert at each table. If you’re planning to be at the WCQI conference in St. Louis, sign up and join Tom at a table!

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Quality Guru Chosen to Head CMS

Tuesday, May 11th, 2010


Donald Berwick


Donald Berwick, a Harvard University professor and leading advocate for improving health-care quality and efficiency, has been named by President Obama as his choice to head the Centers for Medicare and Medicaid Services (CMS.) Berwick is well-known in Quality circles for aggressively advocating quality improvement in healthcare. Berwick, who specializes in health-care policy and pediatrics, has never led such a large organization. As head of the Boston-based Institute for Healthcare Improvement, however, he is known for persuading doctors and hospitals to adopt innovative methods for reducing medical errors. Dr. Berwick is author of numerous articles and books, including the classic work demonstrating the application of quality technology to health care issues, Curing Health Care. He is one of the nation’s leading authorities on health care quality and improvement. He is also Clinical Professor of Pediatrics and Health Care Policy at the Harvard Medical School, and Professor in the Department of Health Policy and Management at the Harvard School of Public Health.

If confirmed by the Senate, Berwick will face a number of daunting challenges. One is the sheer size of the CMS, which is about to become even larger. The agency, which is part of the Department of Health and Human Services, must oversee a massive expansion of Medicaid, the federal-state insurance program for the poor, with an estimated 16 million people expected to join its rolls by 2020. At the same time, Medicare, the insurance program for the elderly, will need to reduce payments to health-care providers by about $400 billion over 10 years without impacting the quality of coverage. Lean Six Sigma and Quality technologies provide an approach for doing this while minimizing the impact on value-added health care processes, operations and activities. Berwick’s familiarity with these areas provides reason for optimism or, at least, hope. This blog has frequently posted examples of poor quality in health care. Let’s hope that Dr. Berwick will have a positive impact at CMS.

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Volcano Throwing Off Just-In-Time

Thursday, April 22nd, 2010

The Associated Press reports that firms which use the Just-in-Time system are experiencing problems due to the Iceland volcanic eruption. The strategy of keeping inventories lean paid off for U.S. manufacturers during the recession. Just-in-time delivery of parts makes even more sense when budgets are tight.Now that a giant ash cloud from a volcano in Iceland is disrupting global air freight, some manufacturers are finding that this strategy is backfiring. Nissan suspended production at two Japanese auto assembly plants Tuesday and BMW was forced to idle three plants in Germany because of shortages of critical parts. Computer maker Dell is experiencing delays in getting notebook computers to European customers.

These kinds of production delays could lead to higher prices for a number of everyday items — from cell phones to seat covers, experts say. And some say the disruption from the volcanic ash cloud will lead companies to make changes in the way they do business.

That would be a mistake. JIT is an integral part of Lean Production, you can’t have Lean without it. Lean pays off every day, 24/7/365. Well, perhaps 24/7/365-days lost due to volcanic activity. The difference in total cost over any reasonable period of time between carrying “just in case of a volcano-type event” inventory and JIT will be hugely in favor of JIT. Let’s hope industry can avoid swallowing the silly pill and stick with what has proven itself to be a success over a period of decades, rather than overreacting to a once in several decades event.

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Bailed Out Automakers Produce Worst Quality On The Road

Monday, April 12th, 2010

Forbes.com reports that six of the seven worst cars on the road are produced by either GM or Chrysler Corporation, the two auto companies which received billions of dollars in government bailout funds. Sadly, the seventh car on the list is also American made, a Ford product.

GM has experienced a surge in sales in recent months. Unfortunately just because GM’s cars are selling well now doesn’t mean they’re the best bet for durability or value — yet. If quality isn’t improved, it is not likely that the improved sales can be sustained. The public may be attracted to low price for a while, especially during a prolonged recession. But history shows that premium quality creates customer loyalty in the long run. For example, despite the headlines regarding Toyota’s recent quality problems, their sales continue to be impressive, both among existing as well as new customers. The message is that, in the long run, quality pays.

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Doctors Perform C-Section on Woman Who Wasn’t Pregnant

Friday, April 2nd, 2010

The North Carolina Medical Board recently reviewed a case where doctors and interns tried to induce labor on a patient, and then performed a Caesarean section, but found there was no baby inside the woman’s womb, Foxnews.com reports. Apparently an intern did an ultrasound before the surgery and could not find a heartbeat. It was at this time that the patient convinced doctors to induce her. The medical board said the intern did not have enough experience to make the “appropriate diagnosis.”

No kidding.

It was determined that the patient suffered from pseudocyesis, which is the medical term for “false pregnancy.” A person suffering from pseudocyesis may often have all the same signs and symptoms as a person who is actually pregnant, but there is no fetus.

While I accept the likelihood that pseudocyesis was the patient’s root problem, I am curious about the failed ultrasound. As father of three and grandfather of two I’ve seen a few fetal ultrasounds. Although I’m not expert enough to use them for diagnoses, I think even I could determine if a full-term fetus was there or not.

The desperate need for process improvement in healthcare continues to blare forth in the headlines. I may need to start a regular feature on the subject!

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NASA Admits Its Climate Data Quality Is No Better

Tuesday, March 30th, 2010

Fox News reports that e-mail messages obtained by a Freedom of Information Act request reveal that NASA concluded that its own climate findings were inferior to those maintained by both the University of East Anglia’s Climatic Research Unit (CRU) — the scandalized source of the leaked Climate-gate e-mails — and the National Oceanic and Atmospheric Administration’s National Climatic Data Center.

Earlier this month a report by Christopher Horner revealed that 3 of the 4 data sets used to evaluate climate change were tainted. Not only that, all four data sets have a great deal of overlap. Since the data sets are not independent, analysis based on them cannot be viewed as providing independent verification, as has been claimed by climate change advocates.

In Lean Six Sigma projects we spend a great deal of time in the Measure phase. My training courses have more modules in the Measure phase than in any other. I do this for a reason: garbage-in-garbage-out. No amount of analysis can fix bad data, so if the measurements aren’t trustworthy there’s no point moving into the Analyze and Improve phases. When data are being used for something as important as public policy, the need for data excellence is even more urgent. The politics of climate-change and the money involved may make it tempting to cut corners on assuring measurement quality. It’s certainly less glamorous than sensational predictions and it’s unlikely to grab many headlines (other than this one.) But it must be done if science is to be done right. And science that guides public policy and the expenditure of billions in tax dollars and trillions in economic impact must be done right.

Dilbert Climategate Mashup

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Standard Diabetes Treatment Makes Things Worse

Monday, March 15th, 2010

Ready-Fire-Aim. Once again the healthcare profession finally gets around to looking at data, only to discover that it is actually harming patients by treating them. The Los Angeles Times reports that a major nationwide trial called ACCORD released Sunday show that lowering either blood pressure or cholesterol levels below current guidelines do not provide additional benefit and, in fact, increase the risk of side effects. A third arm of the study, released two years ago, shows that lowering blood sugar levels excessively actually increases the risk of heart disease.

The Lean Six Sigma and Quality professions learned long ago that there is no substitute for facts and data. In pursuing Lean Six Sigma so many myths are exploded that we soon come to question any so-called fact that can’t be supported with evidence, with the important exception of creative ideas and innovation. As time goes by the value of this position becomes obvious. As change agents trained in the approach move into positions of leadership the organization’s DNA begins to change.

In most industries mistakes result in an economic loss. Although serious, it is usually possible to learn from mistakes and improve. In contrast healthcare mistakes create health consequences, sometimes as serious as death. Yet the healthcare profession remains incredibly resistant to using facts and data to guide their recommendations and treatment. The ACCORD study is but the latest example. A few years ago the ENHANCE study produced similar lessons regarding the treatment to prevent heart disease. Other studies show that low cost diuretics are as effective as the high priced prescription medications normally prescribed. Another study showed that the standard treatment for sudden deafness is no better than a placebo. Still another showed that the standard of care for certain breast cancers was based on fraudulent research and killed patients.

All of these studies have a number of things in common. All were conducted to verify treatments that had been in use for many years. All showed that the treatments were either worthless, or worse than worthless. And most have been largely ignored by the healthcare profession.

It’s anyone’s guess when the healthcare profession will join the business community in embracing process improvement. Let’s hope it happens soon, before change is forced upon them.

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Unreliable Prostate Test Costs Billions

Thursday, March 11th, 2010

The person who discovered the test used to screen 30 million American men for prostate cancer, the prostate-specific-antigen or PSA test, says the test is a hugely expensive healthcare disaster. In the New York Times Op-ed piece  The Great Prostate Mistake Professor Richard J. Ablin  states

“I discovered P.S.A. in 1970. As Congress searches for ways to cut costs in our health care system, a significant savings could come from changing the way the antigen is used to screen for prostate cancer.”

Americans spend an enormous amount testing for prostate cancer. The annual bill for P.S.A. screening is at least $3 billion, with much of it paid for by Medicare and the Veterans Administration. Meanwhile, the test is hardly more effective than a coin toss. P.S.A. testing can’t detect prostate cancer and, more important, it can’t distinguish between the two types of prostate cancer — the one that will kill you and the one that won’t.Instead, the test simply reveals how much of the prostate antigen a man has in his blood. Infections, over-the-counter drugs like ibuprofen, and benign swelling of the prostate can all elevate a man’s P.S.A. levels, but none of these factors signals cancer. Men with low readings might still harbor dangerous cancers, while those with high readings might be completely healthy.

So why is it still used? According to Ablin it’s because drug companies continue peddling the tests and advocacy groups push “prostate cancer awareness” by encouraging men to get screened. Shamefully, the American Urological Association still recommends screening, while the National Cancer Institute is vague on the issue, stating that the evidence is unclear.

The bottom line?

“Testing should absolutely not be deployed to screen the entire population of men over the age of 50, the outcome pushed by those who stand to profit.”

This according to the man who discovered the test over four decades ago.

Personally, I think the logic used in Professor Ablin’s op-ed piece should be used to assess the value of all recommendations used to test and medicate Americans into bankruptcy without improving health in the slightest.

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Wikipedia Entry Quality Causes Assessed

Friday, March 5th, 2010

Two researchers at the University of Arizona performed a study to determine why some Wikipedia articles rate high in terms of quality, while others score lower. Eller College of Management Professor Sudha Ram and Jun Liu, a graduate student, have found that entries on Wikipedia – the world’s largest open-access online encyclopedia – gain greater quality with contributions from people in many different roles. Sudha Ram, a UA’s Eller College of Management professor, co-authored the article with Jun Liu, a graduate student in the management information systems department (MIS). Their work in this area received a “Best Paper Award” at the Workshop on Information Technology and Systems held in conjunction with the International Conference on Information Systems, or ICIS.

Wikipedia has an internal quality rating system for entries, with featured articles at the top, followed by A, B, and C-level entries. Ram and Liu randomly collected 400 articles at each quality level and applied a data provenance model they developed in an earlier paper. “What was missing was an explanation for why some articles are of high quality and others are not,” Ram said. “We investigated the relationship between collaboration and data quality.”

To generate the best-quality entries, she says, people in many different roles must collaborate. Ram and Liu suggest that the results of this study should spark the design of software tools that can help improve quality. “A software tool could prompt contributors to justify their insertions by adding links,” she said, “and down the line, other software tools could encourage specific role setting and collaboration patterns to improve overall quality.”

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