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

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 manager Keith Dame. The company also achieved ISO and QS registrations, improved environmental compliance and greatly increased its workplace safety record.

General Motors Powertrain, Bedford--QS 9000 and ISO 14000 registrations along with "contiguous cell implementation" helped this aluminum foundry earn three awards. The latter initiative reduced the cost and improved the quality of the pistons the plant makes, says quality systems manager Bernie Scherschel. "Strong upper-management commitment is required to not only put systems in place but to maintain and continuously improve them."

General Seating of America, Frankfort--This maker of car and truck seats has taken home four awards, beginning in 1997. Dean Hill, who oversees ISO and other quality initiatives, says the awards recognized the plant's three separate ISO registrations as well as its efforts to reduce employee exposure to ergonomic hazards. Hill says the improvements have brought cost savings and increased customer satisfaction.

Heritage Products, Crawfordsville--Improved morale has been a major benefit of winning three awards, says Ron Willis, quality manager at this auto component manufacturer. The first award recognized ISO 9002 implementation, the second honored QS 9000 designation while the third spotlighted the company's continuous-improvement methods.

Imagineering Enterprises, South Bend--A three-time Quality Improvement Award winner, Imagineering provides metal-finishing solutions and consulting. President and CEO F. James Hammer says the company implemented a variety of quality programs and certifications, conducted annual surveys of customer and employee satisfaction and upgraded its information technology. Hammer's advice to others: "Develop incentives and rewards to promote the right way to do business."

Impex International, Fort Wayne--"An emphasis on quality will be a strong foundation to build a strong business," says Nagin Shah, president of this distributor of fasteners. Its three awards recognize continuous improvement and team spirit, he says. Improved customer satisfaction has been a key benefit.

Earle N. Jorgensen Co., Plain-field--This three-time winner drastically reduced scrap, improved on-time delivery, boosted customer satisfaction, increased business, improved employee retention and cut costs through ISO, QS and other quality initiatives, says quality manager Damian Gurri. The company distributes and processes ferrous and non-ferrous metals.

Kem Krest Corp., Elkhart-- "Continuous improvement" is the mantra at Kem Krest, which markets and distributes chemicals and other products for the automotive industry as well as pharmaceutical and personal-care companies. Amish Shah, the company's president, says Kem Krest's continuous-improvement initiative as well as its supplier quality management program helped the company earn Quality Improvement Awards four years in a row. For quality initiatives to be effective, "you need everyone in your company to buy into the program," Shah says.

Kennedy Machine & Tool, Alexandria--QS 9000 certification lean manufacturing improvements and documentation of continuous improvements helped this specialist in production machining for automotive and other industries land the Quality Improvement Award three times. Quality manager Chance Stone says the awards bring important recognition and improve employee morale.

Kimball Electronics Group, Jasper--This four-year winner has undertaken numerous quality initiatives, including ISO 9000 and QS 9000 certification, plus a variety of continuous-improvement programs ranging from ongoing employee training to customer-satisfaction measurement to the six sigma philosophy that emphasizes elimination of defects. Through these efforts, Kimball Electronics has reduced costs, cut defective parts and brought in new business, says quality-systems manager Lola Steward.

MacAllister Machinery, Indianapolis--This company, which sells and services Caterpillar equipment, has earned the Quality Improvement Award three times. Betty Blunk, director of quality and human resources, says the award has helped MacAllister persevere in its quest for continual improvement. "The model you choose to follow for continual improvement is not nearly as important as the determination with which you pursue it."

Rieter Automotive Systems Inc., Lowell--This company makes automotive and commercial sound-insulating materials and has earned three awards, says plant manager Jeff Windlow. The company has achieved various ISO and QS certifications, implemented such continuous-improvement programs as kaizen, created a recycling program to handle scrap and reduced workplace injuries.

Rose-Hulman Institute of Technology, Terre Haute--The university met a variety of strategic goals relating to technology and innovation, notes David Piker, executive director of external affairs. It also earned high marks in college rankings, improved the campus with major construction projects, recruited top students and maintained strong retention rates. In doing so, Rose-Hulman took home three awards.

Tenneco Automotive, Elkhart--This maker of muffler and exhaust components attained ISO 9002 and QS 9000 registration, implemented various safety programs and increased customer satisfaction, says human-resources manager Martin Maloney. The result was three Quality Improvement Awards in a row.

Textron Automotive Trim, Morristown--There are lots of quality-improvement programs out there, and Textron vice president Jeff Barn-hill says choose carefully. "Stay away from flavor-of-the-month programs," he warns. Textron, which makes decorative trim components for the automotive industry, has won three Quality Improvement Awards.

Turned Products Inc., Bloomington--This three-time winner earned ISO 9002 registration, reorganized its manufacturing facility and improved internal training programs, says quality assurance manager Chris Keith. The maker of machined precision components cut scrap in half, increased productivity and boosted customer satisfaction. A key philosophy, says Keith: "Each year you should strive to be better than the year before."