Kodak's framework and assessment tool for implementing TQEM

Total Quality Management provides a powerful management foundation and framework to implement an organization's environmental vision and principles. The elements of TQM include customer/stakeholder focus, a high degree of senior management commitment, a long-term focus, and tools such as continuous improvement, empowerment, and a prevention-based approach. This article describes a matrix developed by major U.S. and Canadian firms that serves as (1) a guide to organizations implementing TQEM from the ground floor up and (2) an assessment tool that can be used internally or externally to measure progress toward environmental management excellence and to identify opportunities for improvement. The matrix is based on categories adapted from those used in the Malcolm Baldrige National Quality Award process. The relationship between individual matrix cell criteria and key concepts such as pollution prevention and sustainability is also described.     

Making pollution prevention part of the coors culture

This article is about Total Quality Management and its relationship to corporate environmental affairs. As the TQM movement expands, the commitment to continuous quality improvement, customer satisfaction, and collaborative, team-oriented workplaces is finding new applications. Just as the success of Federal Express, AT&T, and other winners of the Malcolm Baldrige National Quality Award shows that Total Quality Management can transform a business, we also are learning of successes companies are having applying TQM principles to environmental management. Our experience with TQM and environmental management at Coors Brewing Company is in the area of pollution prevention. In addition to our brewing operations, we also operate the country's largest aluminum can manufacturing plant, where we produce 4 billion cans a year, a separate facility that makes the can tops, a glass bottle manufacturing plant, and various support facilities. In all, we have some 7,000 employees, and building a commitment to pollution prevention in an operation of that size requires much more than just adopting quality principles. In this article we show how it also means understanding how those principles will mesh with the corporate culture. What we found is that before TQM can begin its magic, a company must review its own culture to see how problems have traditionally been solved and how challenges have been met.     

Training for benchmarking: The alliedsignal experience

Integration of TQM principles and tools into environmental management decisions is essential to the ultimate success of businesses. Benchmarking is one of the most powerful TQM tools for quickly and effectively improving processes. To realize the maximum benefit from benchmarking, it—like any other TQM tool—must be used appropriately and properly. In this article training techniques are presented that will help companies realize the full potential of their benchmarking efforts.     

Implementing an environmental business strategy: A step-by-step guide

With more and more organizations seeking opportunities to generate benefits beyond compliance from environmental management activities, the challenges for environmental directors today is to develop and implement an environmental strategy that links environmental performance with the overarching strategic business goals of the organization. Organizations today are looking for opportunities to develop environmental management solutions that not only address the concerns of regulatory stakeholders, but also provide opportunities to improve operating efficiency and financial performance, enhance customer satisfaction, sustain market growth, and enhance goodwill, to satisfy the demands of a broader set of stakeholder groups including customers, investors, and employees. To achieve broader benefits from environmental management investments, this article shows how organizations must first develop a methodology for aligning their environmental management activities with the organization's strategic business goals and create a plan for systematically managing continuous improvement to achieve these goals. The second challenge is to implement this strategy at the business unit and facility level in a manner which integrates environmental management activities with an organization's core business processes to achieve improved product and service performance.     

Toward effective environmental auditing at the TVA: Management audits versus compliance audits

Companies that incorporate Total Quality Management into their operations are placing increased emphasis on identifying the root causes of deficiencies and problems. This is in keeping with the TQM principles identified by Deming in Out of the Crisis. Deming states that quality comes not from inspection or from management by objectives or results, but from improvements made in the process and products in order to meet customer needs. Deming's approach demands a shift in focus from addressing symptoms to addressing causes. In this article, environmental management audits are presented as the best means to assure that adequate management controls are in place to protect the company, its managers and its employees from penalties associated with civil and criminal enforcement actions.     

The chemical industry's commitment to continuous improvement in environmental performance

One of the greatest challenges facing the chemical industry today is regaining the lost confidence of the public. This concern led to the Chemical Manufacturers Association's (CMA's) adoption of the Responsible Care® initiative—not a slick new promotional campaign but a commitment to continuous improvement in environmental performance. The author highlights components of the program, which is seen as an outgrowth of Total Quality Management.     

Environmental performance indicators: Balancing compliance with business economics

Many companies are examining ways to integrate environmental performance into the management and operation of their core businesses. Basic principles from the application of TQM in manufacturing will help bring environmental management into the mainstream of business operations. Likely results include improved and sustained compliance and improved long-term financial performance. The author addresses a critical first step, which is developing a common language and system for measuring environmental performance and setting goals for continuous improvement.     

Measuring environmental success

Process improvement, environmental results, and customer satisfaction all can—and need to—be measured in order to achieve total quality environmental management. This article details why and how to take such measures, with examples of leading company practices.     

Ensuring the service quality at a university construction technology laboratory in Brazil

Service quality in a construction technology laboratory can result in an improvement in construction companies’ competitiveness. This research aims to evaluate the service quality provided by a construction technology laboratory, specifically in the segment of performing testing through the rupturing of concrete samples. For this research, a survey was conducted using a structured questionnaire that was created based on a literature review regarding the surveying of laboratory customers at a university in the south of Brazil. Our research was both exploratory and quantitative, and the data were analyzed by applying multivariate data analysis. The conclusions of this study show that the dimensions of quality services are: communication, reliability, responsiveness, credibility, and tangibility. These five dimensions together provide a high explained variance standard of 79.75%. Having a suitable number of attendants available to serve customers and presenting agility in the construction laboratory is one of the managerial research contributions. Moreover, through information availability, this research generates greater traceability that can be used both by customers and by institutional management. Constantly and thoroughly monitoring the customer service cycle is another relevant factor that can improve the quality of the services provided.     

Implementing design for environment at AT&T

The quality revolution is sweeping its way through most companies globally. It has focused on improving the quality of products and services delivered to the customers and on companies' internal processes. The success of these programs has led to the realization that the same principles need to be applied to the area of environmental management. AT&T has fully embraced TQM as witnessed by the many products and services that have received the International Organization for Standardization (ISO) 9000 certification and awards such as the Malcolm Baldrige Award and the Deming Prize for Quality. We have been utilizing the TQM methodologies for the past few years to turn our environmental focus from end-of-pipe waste management to proactive and preventive TQEM and have made significant progress in reducing our wastes, emissions, and impact on the environment. This article shows how TQEM is now driving Design For Environment (DFE) programs and procedures, recognizing that addressing environmental issues in the initial design process is the most cost-effective means for minimizing environmental impact.     

Service quality evaluation in the context of a technology laboratory

The intent of this research is to investigate how the customers of a technological control laboratory for civil construction materials perceived the quality of the services delivered by the lab, specifically in regard to the service of concrete compression testing. The popular SERVQUAL scale, a multidimensional instrument used to capture customer expectations and perceptions, was used as a model for the application of a survey. Exploratory factor analyses were employed to evaluate customers’ perceptions and experiences of service quality in regard to the dimensions and accompanying attributes of the SERVQUAL scale. Twenty attributes, which were grouped within five dimensions (Reliability, Assurance, Tangibles, Responsiveness, and Empathy), were identified, explaining 80.417% of the variance between customer expectations and perceptions and characterizing these dimensions on a modified SERVQUAL scale. Analysis of the results allowed us to identify discrepancies in perceived service quality compared with customers’ expectations. Most of the identified gaps between expectations and perceptions resulted in negative values.     

Regulatory requirements and tools for environmental assessment of hazardous wastes: Understanding tribal and stakeholder concerns using Department of Energy sites

Many US governmental and Tribal Nation agencies, as well as state and local entities, deal with hazardous wastes within regulatory frameworks that require specific environmental assessments. In this paper we use Department of Energy (DOE) sites as examples to examine the relationship between regulatory requirements and environmental assessments for hazardous waste sites and give special attention to how assessment tools differ. We consider federal laws associated with environmental protection include the National Environmental Policy Act (NEPA), the Resource Conservation and Recovery Act (RCRA), the Comprehensive Environmental Response Compensation and Liability Act (CERCLA), as well as regulations promulgated by the Nuclear Regulatory Commission, Tribal Nations and state agencies. These regulatory regimes require different types of environmental assessments and remedial investigations, dose assessments and contaminant pathways. The DOE case studies illustrate the following points: 1) there is often understandable confusion about what regulatory requirements apply to the site resources, and what environmental assessments are required by each, 2) the messages sent on site safety issued by different regulatory agencies are sometimes contradictory or confusing (e.g. Oak Ridge Reservation), 3) the regulatory frameworks being used to examine the same question can be different, leading to different conclusions (e.g. Brookhaven National Laboratory), 4) computer models used in support of groundwater models or risk assessments are not necessarily successful in convincing Native Americans and others that there is no possibility of risk from contaminants (e.g. Amchitka Island), 5) when given the opportunity to choose between relying on a screening risk assessments or waiting for a full site-specific analysis of contaminants in biota, the screening risk assessment option is rarely selected (e.g. Amchitka, Hanford Site), and finally, 6) there needs to be agreement on whether there has been adequate characterization to support the risk assessment (e.g. Hanford). The assessments need to be transparent and to accommodate different opinions about the relationship between characterizations and risk assessments. This paper illustrates how many of the problems at DOE sites, and potentially at other sites in the U.S. and elsewhere, derive from a lack of either understanding of, or consensus about, the regulatory process, including the timing and types of required characterizations and data in support of site characterizations and risk assessments.     

A new health and environmental regulatory and risk scoring index

Products or product lines (portfolio items) are often ranked and classified according to their market growth and profitability potentials. Such ranking does not typically address the potential for posing health and environmental risks, nor does it formally consider the current or future regulatory climate or the customer/consumer perception of the product. This article describes a product screening procedure—Health and Environmental Regulatory (HER) Index—that addresses all of the above issues in a qualitative to semiquantitative manner. For each of the eight products addressed during the development of this procedure, we reviewed three subsystems along the product life cycle—manufacturing, distribution, and the customer/consumer. We posed a series of questions and qualitatively scored each one based on relationships among portfolio items and overall corporate, industry, and regulatory benchmarks. Using these results, we developed a product score or index. The multidisciplinary project team provided expert input and a reality check on the results. We have found the HER Index to be a potentially important tool for product risk ranking and priority setting for environmental, health, and safety resource allocation and of significant use in Responsible Care product stewardship.     

Business-oriented environmental performance metrics: Building consensus for environmental management systems

Today, environmental managers are learning new ways of adding value to their organizations. Before, the environmental department was an overhead expense—an indirect support group required for complying with burdensome regulations. Now, such departments add insights and value during strategic planning sessions, identify efficiency improvement opportunities, provide a superior return on investment, and—bottom line—improve profits. The primary approach to meeting the challenge is a new environmental management system (EMS) that identifies, measures, and manages a diverse set of internal and external customer needs. These needs include environmental cleanups, regulatory compliance, pollution prevention, and design for the environment—and each represents a potential improvement opportunity. Unfortunately, most organizations have so many such needs that all cannot be addressed at once, given the resource constraints of a competitive business climate. Thus, priority is a key concept of an effective EMS. This article describes an innovative application of consensus-building tools that quickly identify and set priorities for diverse environmental programs. The article also shows how appropriate performance measures will align these programs with corporate goals and objectives.     

A Framework for Fully Integrating Environmental Assessment

A new framework for environmental assessment is needed because no existing framework explicitly includes all types of environmental assessments. We propose a framework that focuses on resolving environmental problems by integrating different types of assessments. Four general types of assessments are included: (1) condition assessments to detect chemical, physical, and biological impairments; (2) causal pathway assessments to determine causes and identify their sources; (3) predictive assessments to estimate environmental, economic, and societal risks, and benefits associated with different possible management actions; and (4) outcome assessments to evaluate the results of the decisions of an integrative assessment. The four types of assessments can be neatly arrayed in a two-by-two matrix based on the direction of analysis of causal relationships (rows) and whether the assessment identifies problems or solves them (columns). We suggest that all assessments have a common structure of planning, analysis, and synthesis, thus simplifying terminology and facilitating communication between types of assessments and environmental programs. The linkage between assessments is based on intermediate decisions that initiate another assessment or a final decision signaling the resolution of the problem. The framework is applied to three cases: management of a biologically impaired river, remediation of a contaminated site, and reregistration of a pesticide. We believe that this framework clarifies the relationships among the various types of assessment processes and their links to specific decisions.     

Enhancing perspectives on lake impairments using satellite observations: A case study on High Rock Lake,North Carolina

Stakeholders developing water quality improvement plans for lakes and reservoirs are challenged by the sparsity of in-situ data and the uncertainty ingrained in management decisions. This study explores how satellite images can fill gaps in water quality databases and provide more holistic assessments of impairments. The study site is an impaired water body that is serving as a pilot for improving state-wide nutrient management planning processes. An existing in-situ database was used to calibrate semi-analytical models that relate satellite reflectance values to turbidity and total suspended solids (TSS). Landsat-7 images from 1999 to 2020 that overpass High Rock Lake, North Carolina were downloaded and processed, providing 42 turbidity and 39 TSS satellite and in-situ match-ups for model calibration and validation. Model r-squared values for the fitted turbidity and TSS models are 0.72 and 0.74, and the mean absolute errors are 14.6 NTU and 3.2 mg/L. The satellite estimates were compared to the in-situ data and simulated TSS values produced by a calibrated hydrologic-hydrodynamic model. The process-based model is considered less accurate than the satellite model based on statistical performance metrics. Comparisons between data sources are illustrated with time series plots, frequency curves, and aggregate decision metrics to highlight the dependence of lake impairment assessments on the spatial and temporal frequency of available data and model accuracy.     

Can Rapid Assessment Protocols Be Used to Judge Sediment Impairment in Gravel‐Bed Streams? A Commentary

Land management agencies commonly use rapid assessments to evaluate the impairment of gravel‐bed streams by sediment inputs from anthropogenic sources. We question whether rapid assessment can be used to reliably judge sediment impairment at a site or in a region. Beyond the challenges of repeatable and accurate sampling, we argue that a single metric or protocol is unlikely to reveal causative relations because channel condition can result from multiple pathways, processes, and background controls. To address these concerns, a contextual analysis is needed to link affected resources, causal factors, and site history to reliably identify human influences. Contextual analysis is equivalent in principle to cumulative effects and watershed analyses and has a rich history, but has gradually been replaced by rapid assessment methods. Although the approaches differ, rapid assessment and contextual analysis are complementary and can be implemented in a two‐tiered approach in which rapid assessment provides a coarse (first‐tier) analysis to identify sites that deserve deeper contextual assessment (second‐tier). Contextual analysis is particularly appropriate for site‐specific studies that should be tailored to local conditions. A balance between rapid assessment and contextual analysis is needed to provide the most effective information for management decisions.     

加强顶层设计以精准数据支撑环保决策

生态环境大数据,是反映生态环境状况,污染物来源、构成及排放主体,公众环境诉求等方面的数据集合,是预测环境质量变化、评价污染治理效果、解决紧迫环境问题的科学基础。推动生态环境保护大数据的发展和应用,对于我国供给侧结构性改革,加快绿色环保产业发展,优化社会治理结构,实现治理能力现代化等,具有重大的现实意义。应加强生态环境大数据建设的顶层设计,以改善环境质量和服务民生为核心,完善法规标准,统筹基础设施建设,推动互联互通和开放共享,为公众提供便捷、高效和低成本的公共环境信息服务,让公众看得见、感受到环境质量的改善和生活环境的宜居,确保信息安全。     

USING A CHOICE MODELLING APPROACH FOR CUSTOMER SERVICE STANDARDS IN URBAN WATER1

ABSTRACT: A series of reforms in the water industry in Australia has created a demand from the industry and regulators for objective methodologies to evaluate incremental changes in the customer service standards. In this paper, the use of choice modeling for estimating implicit prices associated with urban water supply attributes is explored. Results from multinomial logit (MNL) and random parameters logit (RPL) models show that increases in annual water bills and the frequency of future interruptions were the most important attributes. Implicit price confidence intervals based on the best models suggest that people are willing to pay positive amounts to achieve a water supply that is less frequently interrupted. The provision of alternative water supplies during an interruption and notification of the interruption were found to be unimportant to respondents. Choice modeling proved to be a useful technique and provided the industry and regulators with additional information for standard setting.     

RIPARIAN COMMUNITIES ASSOCIATED WITH PACIFIC NORTHWEST HEADWATER STREAMS: ASSEMBLAGES,PROCESSES, AND UNIQUENESS1

Riparian areas of large streams provide important habitat to many species and control many instream processes — but is the same true for the margins of small streams? This review considers riparian areas alongside small streams in forested, mountainous areas of the Pacific Northwest and asks if there are fundamental ecological differences from larger streams and from other regions and if there are consequences for management from any differences. In the moist forests along many small streams of the Pacific Northwest, the contrast between the streamside and upslope forest is not as strong as that found in drier regions. Small streams typically lack floodplains, and the riparian area is often constrained by the hillslope. Nevertheless, riparian‐associated organisms, some unique to headwater areas, are found along small streams. Disturbance of hillslopes and stream channels and microclimatic effects of streams on the riparian area provide great heterogeneity in processes and diversity of habitats. The tight coupling of the terrestrial riparian area with the aquatic system results from the closed canopy and high edge‐to‐area ratio for small streams. Riparian areas of the temperate, conifer dominated forests of the Pacific Northwest provide a unique environment. Forest management guidelines for small streams vary widely, and there has been little evaluation of the local or downstream consequences of forest practices along small streams.