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