why is it desirable cars cars cars 2 cars 2 what does quality mean in your organisation?
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Managing Improvement
Why is it desirable Cars Cars 2 What does quality mean in your
organisation?
What is quality?
Write on post it notes what quality measures are in place.
Task
Control – looks at final product
Assurance – looks at the process, can head of potential problems
Quality Assurance/Control
A company wide, proactive effort to improve quality.
Total Quality Management (TQM)
Think of a process, task, product that you feel has difficulties or could be improved.
Write a one sentence outline of the problem (timer 2 mins).
Map out a process (Identifying internal and external customers) (10 mins)
Timer
Processes
In small groups explain the process from your flow diagram and ask your colleagues to help you identify problems (7 mins per process)
Problems can be small or large
‘Process’ Speed Dating
Ishikawa’s Fishbone diagram can help identify various inputs to the process.
Potential Causes of the Problem
Output diagram
In small groups, choose one problem and work collectively on producing a fishbone diagram. (15 mins)
Produce a fishbone diagram
Think of a quality problem in a process that you use every day.
Write a statement or brief explanation of what this process does
Create a flow chart of the process Write down the problems with the process Investigate potential causes (fishbone)
Major steps for (TQM)
Gather data on the defects Pareto chart
Major steps for (TQM)
Review past data (run chart)
Major steps for (TQM)
Apply a new fishbone which is very specific to a targeted area.
Major steps for (TQM)
Major steps for (TQM) Control Chart Calculate the mean
(the accepted norm) Add it to the run chart
to track when things become out of control.
Test the suspected problem
Considering complex information Giving a relevant cogent response in
appropriate language Adapting contributions in discussions to suit
audience, purpose and situation Making significant contributions to
discussion, taking a range of roles Helping to move discussion forward.
Group Discussion
Guest Speaker to go through case study of Lean Sigma
Points to discuss◦ It is a useful tool for quality improvement?◦ Would it be useful in your organisations?◦ What areas in your organisation do you think it would
have greatest impact? ◦ Would your managers buy into it? ◦ Is it important for all orgs to listen to the voice of the
customer?◦ Are customer requirements sought or assumed?◦ Do you know how to measure the costs of poor quality
and does the organisation?
Case Study – Lean Sigma
Steve’s Black belt (20 mins?)
ISO Covers all area of business
◦ Facilities◦ People◦ Training◦ Services◦ Equipment
ISO Case studies
IiP How do the above compare to a TQM
Quality Standards
Benchmarking is used to measure performance using a specific indicator (cost per unit of measure, productivity per unit of measure, cycle time of x per unit of measure or defects per unit of measure) resulting in a metric of performance that is then compared to others
Death Rates Minimum Levels of Performance
Benchmarking
Keep a track of short comings
Sergesketter developed an initial checklist
He counted defects and took measures to reduce them
Measure improvements once he became aware of the defects
Personal quality checklists
On time for meetings, Answer phone in two rings Return phone calls same or next day Respond to letters in five business days Clean desk Credenza: only same day paper Never need a haircut Shoes always shined Clothes always pressed Weight below 190 pounds Exercise at least three times a week.
Example Personal Checklist
Waste Reducers (on time to meetings)
Activity-expanding activities (talk to all individuals in the team once a week)
Balance your list – if in doubt start with more waste reducers.
Create your own Personal Checklist
a basic document of what you are planning to accomplish and when: provides written credibility to the entire process
is a visible sign of management support and commitment
Updated regularly to indicate what you are doing, how you are doing, and plan to do in the future.
It is not a one time event
Quality Improvement Plan
NHS Education Police
Examples of quality improvement plans
Critically assess
◦ “The easiest way is to make 2 columns, the good and the bad. Then try to prove how the good could be bad and the bad could be good and make an over-all judgement on which is the more critical point, avoiding the bad or trying to fix the good.”
Going through assignment ½ hour
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