Quality time: Three-time and more winners of the Indiana Quality Improvement Awards share advice, success.

• Author: Kaelble, Steve
• Position: Manufacturing

How big a difference have quality and continuous-improvement efforts made for Indiana companies? We surveyed those whose locations have won at least three Indiana Quality Improvement Awards to discover what they've learned. Here are the stories of those who responded:

Alro Steel Corp., Indianapolis--Achieving ISO 9002 status put this company in the running for its first award in 1997, says quality coordinator LeeAnn Braughton. Continuous improvement in customer service and satisfaction as well as cost-reduction innovations led to additional awards in 1999 and 2000. The company--a steel, industrial supply and plastics distributor--believes its awards have helped it increase sales.

ARK Tool & Engineering, Bloomingdale--This firm cut its scrap production, increased customer satisfaction, boosted business and increased employee morale through ISO 9001 and other continuous-improvement efforts, says quality manager Joseph Butcher. By doing so, it has taken home three awards.

Berne Tube Products, Berne--A maker of power steering oil coolers Berne Tube won three awards by incorporating various continuous-improvement and cost-reduction systems, says Larry McLeskey, director of quality assurance. The company is ISO 9001 and QS 9000 certified. Says McLeskey, "Any company that is not actively pursuing some type of quality-improvement status or recognition is missing a huge opportunity to strengthen the company foundation."

Crown Technology Inc., Indianapolis--A chemical manufacturer, Crown won three awards by achieving ISO 9001 certification, identifying and penetrating new markets and reducing production time. "Since implementing some of these quality improvements, our sales have increased over 75 percent," says president Joseph C. Peterson.

Delphi Automotive Systems, Battery Technical Center, Indianapolis--This 225-employee facility designs products and supports 11 manufacturing facilities in eight countries, says Fred Hiatt, global customer satisfaction manager. Its three awards recognize its "Quality Network" reviews that document improvements at manufacturing facilities and determine where engineering teams should be sent for added support. The result has been a decrease in customer complaints and parts returned.

Ferro Corp. Specialty Plastics Group, Evansville--This maker of specialty plastic compounds set a number of productivity and quality performance records during the five years it won the Quality Improvement Award, says quality-assurance...