Creating Value With Innovation


This Month


 Southern AZ Tech and Business Expo October 30, 2019 Tucson Convention Center. We are Exhibiting. Information and Registration.   



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What We Deliver
  • Operational and Quality Systems
  • Assessments
  • Training-onsite & online
  • Internal Audits
  • Lean Enterprise
  • Six Sigma
  • Kaizen Events 
  • Breakthrough Improvement
  • Baldrige Performance Excellence
  • Executive Coaching
Improved Profits and More!
Our newsletters provide information on business management systems and process improvement methods. These systems include our services ISO 9001 QMS, AS9100 Aviation, Space and Defense, ISO/TS 16949 Automotive, ISO 27001 Information Security, ISO 13485 Medical Devices, and ISO 14001 Environmental Management Standards. 
Further subjects include methods of performance improvement such as Six Sigma, Lean Enterprise, and other topics of interest to our readers.

Do you have a topic of interest for a subject article? Please let us know.

Creating Value With Innovation

Innovation can be defined as making meaningful change to improve products, processes, or organizational effectiveness to create new value. Innovation can involve adopting an idea, process, technology, product, or business model with the purpose of creating new value. Innovation benefits from a supportive environment and a process identifying opportunities.

Innovation is often associated with technological advances.  However, the outcome of innovation is much more broader than a single entity.  Innovation drives  “breakthrough improvement” in results, products or processes. A good example of innovation in our service industry is engaging with a start-up. A start-up company President informs us he wants to build his operational system foundation around a globally recognized quality standard-without being told to do so by his future customers, now that’s innovation!

Innovation and incremental continuous improvement are different, but have complementary concepts.  Successful organizations use both methods to improve performance.

One of the most efficient ways of capturing thoughts and changes within all the layers of an organization is through implementing an innovation management system approach.

The first International Standard for such systems has just been published.

ISO 56002 Innovation Management – Innovation Management System – Guidance, covers all aspects of innovation management, from how to generate those first sparks of an idea, right through to selling something new in the marketplace. It considers the context that an organization is working in, the culture, strategy, processes and impact. It crosses many types of activities including products and services, business models, organizational innovation and more, and is applicable to all types of organization, regardless of size or type.

A challenge is to identify what will give the organization the competitive edge and create value for the future, and thus which strategic actions to take. By providing guidance on how to best capture ideas, test them effectively and manage the risks and opportunities associated, ISO 56002 can help organizations create new value propositions and maximize their potential in a structured way.

You can purchase ISO 56002 Innovation Management at the ANSI Webstore.

What signifies Organizational Breakthrough Innovation and Improvement?  We consider it a dynamic, decisive movement to a new higher level of business performance. Developing an effective systematic approach is critical for achieving scalable profit growth.  For more information, view our Breakthrough Improvement Approach and contact us to develop your organizational plan.       


Risk Assessment Techniques
risk management flow chart drawn by hand isolated on blackboard

In 2018, a revision to ISO 31000 Risk Management-Guidelines was released in a timely and appropriate fashion, considering the new risk and opportunity management requirements in global management standards. This version delivered a clearer, shorter and more concise guide that helped organizations use risk management principles to improve planning and make better decisions.

Just published – IEC 31010 Risk management expands its range of applications and adds more detail than ever before. It complements ISO 31000, Risk management.  IEC 31010 describes the process to be followed when assessing risk, from defining the scope to delivering a report. It introduces a wide range of techniques for identifying and understanding risk in a business or technical context.
The IEC and ISO risk management toolbox features internationally agreed standards with best practice and benchmarks on how to manage risk, as well as a risk management framework, agreed principles and processes.  The standard is useful both as part of a process to manage risk and when comparing options and opportunities so that decisions are based on a good understanding of risk.

We recommend that you take a look at this effective wide range of techniques for identifying and understanding risk in a business or technical context. 

You can purchase IEC 31010:2019 Risk Management at the ANSI Webstore.


The Customer is Always Right

Companies have tried different approaches to get-and keep-customers. “The customer is always right,” is possibly the first worldwide slogan to make customers feel special but usually in response to something gone wrong. 

A survey was conducted that pointed out some interesting gaps in customer service. The survey polled more than 600 quality and customer service professionals worldwide. 

The survey found that companies are much more likely to invest their resources in areas other than customer service. Only four percent of survey participants rank customer service initiatives as a top priority compared to 38 percent for new product or service development, 18 percent for information technology, and 13 percent for marketing and advertising.

The majority of companies (36 percent) also responded that they have not created a management-level customer service position to help manage the customer service experience, while 28 percent say that service is managed through the customer service department, and 20 percent say that it is part of the quality department responsibility.

The survey respondents offered these nuggets of advice for improving customer service experiences:
  • Change the approach to customers from a transactional focus to building long-term partnerships.
  • Consider a rapid response team charged with identifying and resolving customer service issues.
  • Systematize responses to customer complaints such as using a standard form for root cause analysis. Try to analyze failures to see if systematic issues can be resolved.
  • Educate product teams on what the customers’ expectations are and what the team’s priority is.
  • Make sure to share service survey analysis with upper management so they can support changes in service delivery.
  • Address issues as timely as possible-in the moment is preferred.
How do you envision customer experience and quality playing a shared role in your organization? Pass on your ideas to those who can help make it happen!


AIAG & VDA FMEA Handbook

Suppliers to the Automotive Industry understand the needs and requirements of core tools application for managing FMEAs, Control Plans, and PPAP documents. A new much anticipated document was just published in June 2019.  

The AIAG & VDA FMEA Handbook is the new automotive industry reference manual for Failure Mode and Effects Analysis, it is to be used as a guide to assist suppliers in the development of Design FMEA, Process FMEA, and Supplemental FMEA for Monitoring and System Response

Developed with a global team of OEM and Tier 1 Supplier Matter Experts (SME’s) it incorporates best practices from both AIAG and VDA methodologies into a harmonized, structured approach.  This new handbook combines AIAG and VDA FMEA methodologies with OEM requirements and added new severity, occurrence and detection criteria within the ranking tables. Other important change from the last revision to the new manual involves the addition of a 7th step for communicating actions taken to reduce risks. 

Additional important changes include the following:
  • Totally revised Severity, Occurrence and Detection Tables.
  • The Action Priority (AP) methodology and Tables to replace RPN.
  • New Form Sheets (spreadsheet users) and Software Report Views (software users).
  • Change point highlights from both the AIAG 4th edition FMEA Manual and the VDA Volume 4 FMEA Manual.
From the increased focus on function-based FMEAs to the additional tools and guidance provided to support a more robust methodology, this new handbook provides consistent direction and guidance to all automotive suppliers.  Visit the AIAG Store for all your publications and tools support needs. 



In the News
Congratulations to our Clients M&R Sheet Metal and Manufacturing, and Unmanned Systems Source for Achieving AS9100 Aviation, Space and Defense Certification!

M&R Sheet Metal & Mfg., Inc. in Tucson has embraced rigorous standards of excellence in all its precision-manufactured products since 1983. The company has been ISO 9001 certified since 2013, and now is certified to the AS9100D Standard.    
Unmanned Systems Source in Tucson is an e-commerce company with the fastest growing selection of unmanned vehicles, parts, products, components, and systems. It is positioned as a single source of supply and information and serves commercial, governmental and public sector markets. For more information and product review visit the Unmanned Systems Source Website.   


July 19, 2019 News Release NIST Public Affairs Office:
The Commerce Department’s National Institute of Standards and Technology (NIST) has named Dennis G. Stambaugh, of Sustaining Edge Solutions, Inc. in Tucson, Arizona, as a member of the Board of Examiners for the 2019 Malcolm Baldrige National Quality Award.  The Baldrige Performance Excellence Program-which provides value to U.S. organizations and the nation’s economy at a benefit-to-cost ratio of at least 820 to 1 owes much of its success to the hundreds of dedicated volunteers who serve as examiners each year.
Gartner Identifies the Top 8 Supply Chain Technology Trends.
Gartner’s top strategic supply chain technology trends have broad industry impact, but have not yet been widely adopted. They might be experiencing significant changes or reaching critical tipping points in capability or maturity.
The top 8 supply chain technology trends in 2019 are: (1) Artificial Intelligence… Read More.


Training Courses
All courses can be delivered at your company or at our training centers. We do provide training beyond our home state of Arizona. Click on the course title for description, schedule, registration and payment. Group discounts are available. We also provide custom designed training to fit your specific needs. All training is fully documented for your training records and certificates of training are awarded.
Don’t see a course or schedule that fits your needs?  Contact us.

Every business today needs to get their message out.

Original Content Creation and Social Selling continues to grow through websites such as LinkedIn, Facebook and other channels. Here are some survey findings one social selling company recently assembled on activity in the sector:
  • 79% of salespeople who use social media outsell those who don’t.
  • 53% of buyers said they listen to peer recommendations before they make a purchase.
  • 65% of buyers feel the vendor’s content had an impact on their final purchase decision.
These trends will continue to grow. Thought content-from blog posts to videos-that create a sense of excitement among consumers will only become more crucial.
Businesses with the most compelling, original voices will rise above the noise!

Best regards, 

Walter Tighe and SES Team
Sustaining Edge Solutions, Inc.
Toll Free 888-572-9642


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