asq 111209 john m cachat people and process driven software for quality management
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People and Process Driven Software for Quality Management [email protected] www.peproso.comTRANSCRIPT
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People and Process Driven Software for Quality Management
Discussion
ASQ Elyria ChapterNov 12, 2009
Presented ByJohn M. Cachat, General Manager
Cachat & Associates
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Participant Needs and Wants
Current QMS computerization efforts What is working? What is not working? Would it be helpful if…..
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The Old Software ParadigmConfession of an Software Executive
I used to think that it is all about the data and reporting
I used to think the people just need to deal with it, learn the “app”
I accepted extensive software training as how it is done (initial & on-going)
Until a customer challenged this paradigmJohn M. CachatEx Chairman and Founder of IQS, Inc.
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Technology
The New Software Paradigm
ProcessPeople
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The Challenge - Paradigm Shift
How do I engage people that never log into an “software app?”
Do things through the most well known interface in the world – email?
Zero based training – I don’t even know that I am using an “app”
Provide people with a link from email that asks them to do something, they do it, and the “app” does the rest
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What is BPM?
Designing, Executing And Optimizing Cross-functional Business Activities That Incorporate People, Application Systems And Even Business Partners
Forrester ResearchForrester Research
In contrast to just “workflow management”
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BPM – The Role of Technology
Cross Functional Processes – (Human to Human)
Integration with Business Systems – (Human to System)
Software Integration – (System to System)
Integration with Business Partners – (Customer, Suppliers, Internal)
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This would be cool…
Ability to quickly build and modify web forms Ability to work offline – forms and emails “Smart Forms” – different workflows are
performed based on what is entered Ability to start with simple workflows and improve
over time
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Change Management Example
Change Request – should we do this and if yes, then a
Change Notice – to get everything updated for the change, and then a
Change Order – go ahead and implement the change.
Change Verification – did we get what we expected
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Manufacturing Example
ERP - Planning Systems
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MES – Execution Systems
DocumentDriven
DataDriven
CRM / SRM
Legacy
BPM
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Delivered through Email (On and Off Line)
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Start With Something Easy To ExplainThat Is Labor Intensive
Travel Request Vacation Request Service Request Time Card Payroll Changes / Deductions Performance Reviews Meeting Agenda & Minutes Purchase Requisitions
You will obtain rapid adoption by every administration person
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Then Look at More Complex Processes
Nonconformance Reports Corrective Action Requests New Product Launch Supplier Management
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Quality Processes
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Product Launch Process Each Process Consists
of Workflows and Forms That Can Be Modeled To Reflect The Business Rules
Copyright ShareVis 2009
Direct update
Update after approval
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Supplier Management Process
Copyright ShareVis 2009
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Improvement StagesSTAGE I
Quality Control
Process
Capability
Quality
Assurance
Lean
Six Sigma
Prevention
Prediction
Zero Defects
STAGE II STAGE III• Equal to the Competition• Advanced Planning for Quality• Employee Involvement•Improved Customer Satisfaction• Outcomes Measurement• Quality Systems• Variation Reduction• Waste Elimination
• Surpassing the Competition• Competence in Quality• Customers First• Defect Elimination• Employee Empowerment• High Customer Satisfaction• Quality Culture
Shifting Culture
Problem Solving
SPC
Sustainable Improvement
Systems Thinking
Copyright © 2007 3P Partners a DL Shumar & Associates Company
• Chasing the Competition• “Fire-Fighting”• Containment• Detect and Inspect• Financially Stressed• Low Customer Satisfaction• Safety Issues• ISO Registration
DE
GR
EE
OF
EF
FO
RT
PACE OF CHANGE
ISO Registration
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Participant Needs and Wants
Current QMS computerization efforts What is working? What is not working? Would it be helpful if…..