Recognition

Some of the comments Rob Lawton received are:

“The Louisville and Jefferson County (KY) Metropolitan Sewer District’s (MSD) association with Lawton has considerably advanced our ability to satisfy customers, improve products and bring about sustainable change within our organization,” wrote Pat C. Kirk, who works in MSD’s quality improvement department. “One of our product improvement teams (trained and facili¬tated by Lawton) was recognized in 2003 as a finalist in ASQ’s Team Excellence Competition.”

Michael Mosby, group leader in the property management division of Lawrence Livermore National Laboratory in Livermore, CA, praised Lawton’s customer centered culture. “It’s the best methodology I have seen for developing and fostering an organizational culture of customer focus and dedication. Lawton’s innovative viewpoints and directly applicable techniques make noticeable and immediate improve¬ments,” Mosby wrote.

Bruce E. Laviolette, corporate director of management systems, Naval Air Systems Command, wrote about using Lawton’s methodology at the Naval Air Depot in Cherry Point, NC. The depot was the first Department of Defense facility to become registered to ISO 9000. “Since then, we have incorporated the customer centered culture tenets, which we call C3, to help us focus and reinforce our efforts to better serve the war fighter,” Laviolette wrote. “Operation Iraqi Freedom featured several of our products.”

Reprinted with permission from Quality Progress magazine. © 2002 American Society for Quality.