American Society for Quality
 Section 0904 - East Central Indiana
PO Box 3147  Muncie, IN 47307-1147

The source of Quality Professionalism in East Central Indiana


May 2017 Membership Meeting
ASQ Section 0904 - East Central Indiana

Wednesday, May 17, 2017
to be held at

2401 N Executive Park Dr Yorktown, IN 47396

Map to Mursix


6:00 PM  
"Our Iceberg is Melting: Extinction or Change, Your Choice" 
by Paul Baker

Dinner 6:30 PM   Pizza and Drinks $5


Section Business

Introduction of Speaker



"Listen to your Customers; but don't believe everything they tell you"
by Harry Rowe

Rowe Quality Services
Indianapolis, IN

About the Preclinic: 

Paul's pre-clinic is based on the book "Our Iceberg is Melting" which deals with how organizations can adapt to change.

About the Main Topic:

   In the Quality Profession, we are trained that the essence of quality is meeting or exceeding customer requirements.  And who should know more about customer requirements than customers?  So all we have to do is to ask them what they want or need - right?  

This presentation will explain why that may not always be true, and what you can do to try to ensure you learn what customers really need.  

About our Speaker:

Harry Rowe spent almost forty years working for a Fortune 100 manufacturing company with assignments in Engineering and Construction, Computer Systems, R&D, Quality and Product Development in businesses ranging from alumina refining and aluminum smelting to aluminum and plastic packaging to custom engineered-to-order machinery.  

After retiring, Harry founded Rowe Quality Services, with the goal of helping small and medium businesses improve their bottom lines through improved product and service quality and process performance.

Harry has served as the Voice of the Customer Chair for ASQ Section 0903 (Indianapolis) since 2011.  He was a member of ASQ's Voice of the Customer Committee from January 2013 and it Chair from January 2016 until stepping down from the Committee in August 2016.  He is an ASQ Certified Manager of Quality and Organizational Excellence.   

Harry holds a Batchelor's degree in Electrical Engineering from the University of Tennessee in Knoxville.
He resides in Indianapolis with his wife Susie. 

Post-Meeting Follow-up:  

Fourteen Members and Guest enjoyed Paul Baker's review of "Our Iceberg is Melting" and Harry Rowe's very interesting thoughts on the real nature of Customer Requirements.  Harry's presentation slides and the technical report that is the basis for the presentation is available on

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