cqia training1 (1)
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CQIA Training
Marsha Ludwig-Becker
4/1/05321-452-4863
Becker2@worldnet.att.net
mailto:Becker2@worldnet.att.netmailto:Becker2@worldnet.att.net -
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Certified Qualit !"#r$%e"e&t 'ss$ciate(CQ!')
* +he CQ!' is a& i&di%idual wh$ has a ,asic
k&$wledge $f ualit t$$ls a&d their uses a&d is
i&%$l%ed i& ualit i"#r$%e"e&t #r$.ects ,ut d$es&$t c$"e fr$" a traditi$&al ualit area
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Certified Qualit !"#r$%e"e&t 'ss$ciate(CQ!')
* euire"e&ts t$ take ea"
+w$ ears w$rk e#erie&ce $r a& '' degree
Me",ershi# i& 'Q $r a&$ther rec$g&ied
#r$fessi$&al tech&ical s$ciet $r registrati$& asa r$fessi$&al 7&gi&eer $r the sig&atures $f tw$
#ers$&s"e",ers $f 'Q $r a&$ther
rec$g&ied #r$fessi$&al s$ciet %erifi&g that
$u are a ualit #ractiti$&er $f the ualitscie&ces
* ass writte& test9 three h$urs 100 "ulti#le ch$ice
uesti$&s $& the B$d $f :&$wledge (B;:)
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CQ!' +rai&i&g ;,.ecti%es
!& this #r$gra" $u will lear& a,$ut9
* Qualit ,asics
*
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Qualit Basics
' Qualit Basics
+er"s C$&ce#ts ri&ci#les1 Qualitdefi&iti$&
2 ste"s a&d #r$cesses
3 +he i"#$rta&ce $f e"#l$ees
4 Qualit #la&&i&g5 >ariati$&
B Be&efits $f Qualit
?$w each stakeh$lder ,e&efits a&d h$w the ,e&efitsdiffer
C Qualit hil$s$#hiesu&dersta&d a&d ,e a,le t$ a##l
1
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* Diege&,au" (1GG1)calls ualit +he t$tal
c$"#$site #r$duct a&d ser%ice characteristics $f
"arketi&g e&gi&eeri&g"a&ufacturi&g a&d
"ai&te&a&ce thr$ugh which the #r$duct a&dser%ice i& use will "eet the e#ectati$&s $f the
cust$"er
* 'Q defi&es as +he t$talit $f features a&dcharacteristics $f a #r$duct that ,ear $& its a,ilit t$
satisf a gi%e& &eed
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:a&$ Belie%es i& ercei%ed Qualit
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;rga&iati$&al Qualit
* 7sta,lish a ualit c$u&cil
* ?a%e ualit #$licies
* ?a%e strateg ualit g$als
* ?a%e res$urces f$r c$&tr$l
* ?a%e "easure"e&ts $f #erf$r"a&ce
* ?a%e ualit audits
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ste"s a&d r$cesses
* r$cess a set $f i&terrelated res$urces a&d acti%ities which
tra&sf$r" iuts with the ai" $f addi&g %alue
Process
Inputs Outputs
' %alue-added
tra&sf$r"ati$&
i&%$l%i&g
#e$#le a&d$ther
res$urces
7a"#les9
!&%$ices
C$"#uter s$ftware
Cli&ical de%ices
C$"#uter chi#Ba&ki&g ser%ice
u,asse",l #r$cess
This is a process!
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+hree +#es $f r$cesses
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' ste"
Systema set of processes integrated together to perform a function
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+he !"#$rta&ce $f 7"#l$ees (C$&tHd)
* Barriers t$ e"#$wer"e&t9
7"#l$ees
K&i$&s (distrust)
Ma&age"e&tlack $f trai&i&g $r i&securit
Middle "a&age"e&t&$t i&%$l%ed lack $f
u&dersta&di&g
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Qualit $f I$rk Life !&itiati%es
* @$, i"#lificati$&9 =arr$w .$, sc$#e less skills highls#ecialied !&di%idual decisi$&-"aki&g is less
* @$, $tati$&9 M$%i&g e"#l$ees a"$&g .$,s i&%$l%i&g differe&tfu&cti$&s $r skills C$&te&t ca& %ar widel Br$ade&
e"#l$eesH u&dersta&di&g $f the c$"#a& e"#l$ee "ust ,ei&cluded i& scheduli&g
* @$, 7&large"e&t9 C$",i&e related .$,s a&d assig& the" t$$&e e"#l$ee Larger .$, with "$re tasks "$re res#$&si,ilit
* @$, 7&rich"e&t9 ?ert,ergs the$r $f satisfiers a&d hgie&efact$rs f$r u&dersta&di&g .$, satisfacti$& a&d #erf$r"a&ce areli&ked here @$,s that are &$t i&teresti&g t$ the #ers$& will ,echa&ged "$re res#$&si,ilit ca& ,e added e%aluati&g the$#i&i$& $f the e"#l$ee "a ,e added
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Qualit la&&i&g
* trategic #la&&i&g sh$uld i&clude9
' %isi$& a&d state"e&t $f #ur#$se f$r the c$"#a&
e%iew #re%i$usl gathered e&%ir$&"e&tal data
C$&sider c$r#$rate stre>hs a&d weak&esses Make assu"#ti$&s a,$ut fact$rs$utside c$"#a&
c$&tr$l
7sta,lish a##r$#riate g$als
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trategic la&&i&g r$cess
Develop the vision
Develop the mission
Develop the guiding principles
Develop broad strategic objectives
Develop the specific tactics
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Qualit la&&i&g
* ut $ur #la&&i&g i& a ualit #la&
:e ter"s9 c$&tr$l #la& critical ualit
characteristics ualit characteristic ualit
#la& ualit #la&&i&g
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Qualit la&&i&g (C$&tHd)
* Cust$"er f$cus t$"a&age"e&t
* Leadershi#
* e$#le i&%$l%e"e&t f$r
decisi$&-"aki&g
* r$cess a##r$ach
* ste" a##r$ach
* C$&ti&ual i"#r$%e"e&t
* Dactual a##r$ach
* Mutuall ,e&eficial
su##lier relati$&shi#s
*Qualit #ri&ci#les,eliefs truths u#$& which $ther
thi&gs are ,ased !; G000 writers issued 7ight (8)
ualit #ri&ci#les9
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la&&i&g9 trateg %s +actical
* trategic g$als cr$ss "a& de#art"e&tsa&d address the e&tire $rga&iati$&7a"#les are9
C$"#a& %isi$&s "issi$& state"e&t
7ffects $f ualit sste"9 !;MBQ='Q-G000
7"erge&ce $f &ew c$"#etit$rs
?ighlights $f &ew #r$ducts tech&$l$gies$r ser%ices
Dield i&tellige&ce $& the c$"#leti$&
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la&&i&g9 trateg %s +actical (C$&tHd)
* +actical g$als are the detailed su, g$als that are
deri%ed fr$" strategic g$als 7a"#les are9
tatus $f cust$"er c$"#lai&ts retur&s warra&t
clai"s esults $f cust$"er sur%es
!&-h$use scra# rew$rk defect rates
u##lier rati&gs deli%eries
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>ariati$&
* +he c$&ce#t $f >ariati$& states that &$ tw$ ite"s will
,e #erfectl ide&tical +his is a fact $f lifeJ e%e&
ide&tical twi&s differ s$"ewhat +he c$&ce#t is
,asicall a #r$,a,ilit c$&ce#t (@ura&/r&a)1GG3
* >ariati$& is a statistical ter"
Histogram with Special Causes
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>ariati$&/>aria,ilit
* Ma&age"e&t wa&ts thi&gs d$&e right ,ut the "ustu&dersta&d %aria,ilit
* +he "ust u&dersta&d the differe&ce ,etwee& ac$""$& cause a&d s#ecial causes
* C$""$& cause is ra&d$" $r , cha&ce a&di&here&t i& a& #r$cess
* #ecial causes are referred t$ as assig&a,le,ecause the cause a l$t $f %ariati$&
* Ihe& i& statistical #r$cessi&g the #r$cess is i&c$&tr$l it will sh$w c$""$& cause %ariati$&J s#ecialcauses "ake it g$ $ut $f c$&tr$l ($"e$&e "ustthe& i&%estigate a&d fi&d what the cause was)@ura&/r&a (1GG3)
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>aria,ilit
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SPECIFICATION BOXES
1 2 3
60;C733 !3 ;K+3!
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Be&efits $f Qualit t$
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2G
Be&efits $f Qualit t$
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Be&efits $f Qualit t$
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Be&efits $f Qualit t$
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Be&efits $f Qualit t$
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Be&efits $f Qualit t$
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Be&efits $f Qualit t$
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Malc$l" Baldrige =ati$&al Qualit'ward (MB=Q')
* +he Malc$l" Baldrige =ati$&al Qualit 'ward
Criteria f$r erf$r"a&ce 7celle&ce is a g$$d
s$urce f$r ,e&ch"arki&g agai&st t$ see where $ur
c$"#a& is* Questi$&s $& the MB=Q' are &$t i& the CQ!'
ea" ,ut it is s$"ethi&g $u sh$uld k&$w a,$ut as
a te"#late f$r c$&ti&u$us i"#r$%e"e&t
* N$u ca& su,"it a self assess"e&t with$ut e%e&tri&g t$ c$"#ete f$r the award
* M$re i&f$ $& the Baldrige is at
www,aldridge&istg$%/eBaldrige/te#O;&eht"
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+he Baldrige =ati$&al Qualit r$gra"
%he 2''( !)*+, criteria with point values follow-
Numer
Cate!or" Po#nt $alue
1. %eader&'#( 12)
2. Strate!#c Plann#n! *+
3. Cu&tomer and market,ocu&
*+
-. ea&urement&/Anal"&/ and0nowled!eana!ement
)
+. uman e&ourceFocu&
*+
4. Proce&& ana!ement *+
5. Bune&& e&ult& -+)
There are a total of 1000 points
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hil$s$#hies
*
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3G
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@ura&Hs +ril$gla&&i&g C$&tr$l a&d !"#r$%e"e&t
C
os
tof
Poo
rQ ua
lity
+ualit
Planning.design/
Time
0essons 0earned
Operations
)
egin
Original 1one
Of +ualit Control
Quality
Improvement
*ew one Of +ualit
Control
('344
2'34
Sporadic Spi#e
Chronic waste
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Cr$s,Hs Aer$
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Element 6.E. 7em#n! 8.. 8uran P. Cro&"
Basic ualit$rie&tati$&
+ech&ical r$cess M$ti%ati$&al
Ihat is ualit =$&faultsste"s
Dit&ess f$r use C$&f$r"a&ce t$reuire"e&ts
Ih$ isres#$&si,le
Ma&age"e&t Ma&age"e&t Ma&age"e&t
!"#$rta&ce $f
cust$"erreuire"e&ts
>er i"#$rta&t >er i"#$rta&t >er i"#$rta&t
$al $f ualit C$&ti&u$us!"#r$%e"e&t
C$&ti&u$us!"#r$%e"e&t
C$&ti&u$us!"#r$%e"e&t
C$"#ari&g
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Element 6.E. 7em#n! 8.. 8uran P. Cro&"
Meth$ds f$rachie%i&g ualit
tatisticalJc$&sta&c $f
#ur#$se
C$st $f ualitJualit tril$g9
#la&&i&g c$&tr$li"#r$%e"e&t
14 #$i&t#r$gra"
Chief ele"e&ts $fi"#le"e&tati$&
14 #$i&t#r$gra"
Breakthr$ugh#r$.ectsJ ualittea"s c$u&cils
14 ste##r$gra"J c$st$f ualit"aturit grid
$le $f trai&i&g >er i"#$rta&tf$r "a&agersa&d e"#l$ees
>er i"#$rta&tf$r "a&agersa&d e"#l$ees
>er i"#$rta&tf$r "a&agersa&d e"#l$ees
C$"#ari&g
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efere&ces
1 @ura& @M (1G88) Jurans Quality Handbook4th ed =ew N$rkMcraw ?ill
2
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efere&ces (C$&tHd)
F $etsch
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