Inside - MSQPC
Transcript of Inside - MSQPC
MSQPC–The Quality CenterA partnership of the
Memphis Regional Chamber andSouthwest Tennessee Community College
Volume 13, Issue 1 -- Winter 2007
Mid-South Quality/Productivity Center
22 North Front, Suite 200Memphis, TN 38103901-543-3530901-543-3510 (Fax)[email protected]
InsideMasaaki Imai/Kaizen . . . . . . . . . . . . . 2
Eagle Support Services . . . . . . . . . . . . 3
Training . . . . . . . . . . . . . . . . . . . . . . . . 4
Consultant Spotlight . . . . . . . . . . . . . . 5
PATS . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
DEADLINE is December 28th, 2007Apply Online at www.msqpc.com
Apply for the 2008 Memphis Regional Chamber
Quality Cup Award which is co-sponsored by
Memphis Regional Chamber and Southwest
Tennessee Community College and managed by
MSQPC.
www.msqpc.com, www.memphischamber.com,
www.southwest.tn.edu
Kaizen® = Continuous ImprovementMSQPC and Smith and Nephew, Inc. partnered to bring MasaakiImai to Memphis. In 1986, Masaaki Imai established the KaizenInstitute to help Western companies introduce kaizen concepts,systems and tools. That same year, Imai published his book onJapanese management, Kaizen: The Key to Japan's CompetitiveSuccess. This best-selling book has since been translated into 14languages. Imai's second book, Gemba Kaizen: A Commonsense,Low-Cost Approach to Management, introduces the gemba concept.The Kaizen workshop was conducted at Smith & Nephew, Inc. andprovided several public and private sessions on Kaizen concepts andimplementation.
MSQPC – A Tennessee Board of Regents Center of Emphasis
Winter 2007 MSQPC Newsletter 2
Phone (901)543-3530 • Fax (901)543-3510 • www.msqpc.com • [email protected] North Front, Suite 200, Memphis, TN 38103
MSQPC–The Quality Center22 North Front, Suite 200
Memphis, TN 38103Ph: 901-543-3530Fax: 901-543-3510www.msqpc.com
Donald C. Fisher, Ph.D.Executive Director
Loretta T. Dale, Ed.D.Director of Training
Alexis BurgmanAdministrative Assistant
Consulting AssociatesMaurice (Maury) Ayrer
Willa Bailey
Robert E. Belcher
Marcia Boyd
David Compton
Albert Crawford
Abha Dastane-Rao
Teresa Hartnett, Ed.D.
Monte Massongill
Pat Meeks
Andrew Mohler
Duke Okes
Greg Spencer
Mark Weber
John West
FOUNDER OF KAIZEN INSTITUTEVISITS MEMPHIS
Mr. Masaaki Imai, founder of the Kaizen Institute, and known as the
“Lean Guru” and the father of Continuous Improvement, authored the
seminal works on Kaizen and is a global speaker on the
implementation practices of sustainable continuous improvement. His
ground breaking books, Kaizen: The Key to Japan’s Competitive
Success, and Gemba Kaizen: A Commonsense, Low-Cost Approach to
Management, have been translated into 20 languages and sold
hundreds of thousands of copies. As a result of Imai’s work, innumerable
companies and top executives have used this most effective
management philosophy to attain world class success within industry,
service and the public sector. Smith and Nephew, Inc. provided the
perfect backdrop for Masaaki Imai’s presentation on October 5, 2006.
Imai elaborated on his perspective of a leadership driven continuous
improvement strategy as he discussed how companies, such as Smith
and Nephew, achieve World Class status through Kaizen. Participants
had first-hand Gemba Kaizen experience walking through the Smith and
Nephew facility with Imai, followed by an in-depth discussion of
creating opportunities for improvement. As Founder and Chairman of the
Kaizen Institute, Imai is frequently invited to be a keynote speaker at
industry conferences world-wide. He also educates top executives on
how to implement Kaizen© techniques, concepts, and tools as a total
system solution in their organizations, which is fully within their corporate
strategies. Plans are being made for a 2007 event.
“Lean Guru”and the
Father ofContinuous
ImprovementMasaaki Imai
Kaizen® = Continuous Improvement
MSQPC Training andConsulting:
For additional
information, please check
www.msqpc.comor call
Alexis Burgman(901.543.3530) orDr. Loretta Dale(901.543.3528).
See pages 4 and 5...
MSQPC Training andConsulting:
For additional
information, please check
www.msqpc.comor call
Alexis Burgman(901.543.3530) orDr. Loretta Dale(901.543.3528).
See pages 4 and 5...
Winter 2007 MSQPC Newsletter 3
Phone (901)543-3530 • Fax (901)543-3510 • www.msqpc.com • [email protected] North Front, Suite 200, Memphis, TN 38103
Founded in 1996, EagleSupport Services Corporationis a recognized leader inproviding maintenance,logistics and technical sup-port services to governmentand commercial customersworld-wide.
The government marketplace for contract services isa very competitive arena andrequires not only highly
qualified people, streamlined and effective internal procedures andprocesses, but also an ability to be quickly reactive to fast-changingbusiness conditions.
Eagle’s Chief Executive Officer, James C. Spencer, recognized earlyon that in order to comply with newly introduced government
contracting requirements as well as meet future customerexpectations it was critical for the company to undergo the extensivepreparations for becoming ISO 9001-2000 Certified.
“I wanted not only to comply with the letter of the requirements thatare being placed on us by the various contracting organizations wedeal with, but more importantly to create within the company a levelof discipline and commitment to a spirit of continuous improvementthat would place us well above our competitors.”
The decision was made at the beginning of the process to work withMSQPC to certify not only the Corporate Headquarters in Huntsville,AL, but also the Operations Center in Peachtree City, GA, and twomajor service centers – Ft Campbell, KY, and at the former BluegrassArmy Depot where maintenance, supply and distribution operationstake place. The reception by Eagle’s customers to these efforts hasbeen positive, and the impact on operations has been immediate andpositively received.
Eagle Support Services Corporation AttainsISO 9001-2000 Certification
A Reputation for Leadership and Quality Performance
CEO Jim Spencer awarding theISO Certificate of Registration to
Ft Campbell Site Manager Mike Durham
From left to rightBob Hauser – Vice President for Operations
Pat Jenkins – Vice President for Business DevelopmentJane Atchison – Vice President for Corporate Relations
Jim Spencer – President and Chief Executive OfficerRick Koethe – Vice President for Support Services
Phil Dodderidge – Vice President for Business Development
Eagle Support Services Corporation has established a reputation forleadership and quality performance worldwide and continues tomeet and exceed customer expectations by delivering quality ontime and within budget.
MSQPC Consulting Associate Mark Weber observed that “EagleSupport Services had very strong management commitment and didan excellent job of communicating with their associates throughoutthe ISO 9001 implementation phase. This involvement, includingtraining a large group of internal auditors, was instrumental in theirsuccessful registration in an 8-month period.”
Weber worked closely with Management Representative, RickKoethe, who managed the project from beginning to end. Koethe’sleadership contributed tremendously to the successful expansion ofthe scope of the original registration to
include two additional field locations (Bluegrass and Ft. Campbell).The professionals at Eagle Support Services are dedicated toperformance excellence.
Eagle Support Services Corporation Management TeamThe Eagle Senior Management Team was directly involved inthe ISO 9001-2000 Quality System development process fromthe very beginning.
MSQPC Newsletter 4
Phone (901)543-3530 • Fax (901)543-3510 • www.msqpc.com • [email protected] North Front, Suite 200, Memphis, TN 38103
Register Online atwww.msqpc.comor Call 901-543-3530
Winter 2007
JANUARY:• Time Mastery (1 day) $299 Jan. 23 (David Compton). Includes
“Time Mastery Profile” & Franklin Covey “Weekly Compass”.• ISO 9001:2000 Internal Auditor Training (2 days) $450: Jan 29-30
FEBRUARY:• Six Sigma Black Belt Training (4 wks) February 5-9, March 5-9,
April 2-5, and May 7-11. Public Price $9,000.• Diversity Training $299 (David Compton) February 8• Leading Organizational Change (1 day) $299 (David Compton).
February 13• ISO 9001:2000 Implementation/documentation (2 days) $450
(Mark Weber); February 19-20• Root Cause Analysis (2 days) February 26-27 $450 (Duke Okes).• Continuous Improvement for ISO 9001:2000 (3 days) $795
(Robert Belcher) February 12-14MARCH:• Statistical Hypothesis Testing (1 day) March 2. $299 (Duke Okes)• ISO 9001:2000 Internal Auditor Training (2 days) $450, Mark
Weber, March 12-13• Diversity Training $299 (David Compton) March 15• Six Sigma Champion Training (3 days) March 19-21• 7 Habits of Highly Effective People (3 days)
Franklin Covey/David Compton March 28-30APRIL:• 7 Habits for Managers (2 days) Franklin Covey/David Compton
April 11-12• Management System Integration (3 days) $795
(Robert Belcher) April 23-25• Six Sigma Green Belt (2 weeks) $4,500, April 23-27 and
May 21-25 (Week 2)
MAY:• Time Mastery (1 day) David Compton, $299, May 2• Four Disciplines of Execution, FranklinCovey, David Compton,
May 9• Auditing the IMS (3 Days) $795 (Robert Belcher) May 14-16• ISO 9001:2000 Internal Auditor Training (2 days) $450 May 21-22JUNE:• ISO 9001:2000 Implementation/documentation (2 days) $450
(Mark Weber); June 11-12• Leading Organizational Change (1 day), $299 - David Compton,
June 15AUGUST:• ISO 9001:2000 Internal Auditor Training (2 days) $450 Aug 6-7SEPTEMBER:• Continuous Improvement for ISO 9001:2000 (3 days) $795
(Robert Belcher) September 17-19OCTOBER:• Management System Integration (3 days) $795
(Robert Belcher) October 1-3.• ISO 9001:2000 Internal Auditor Training (2 days) $450
October 25-26• Auditing the IMS (3 Days) $795 (Robert Belcher)
October 29-31NOVEMBER:• ISO 9001:2000 Implementation/documentation (2 days) $450
(Mark Weber); November 8-9
Winter 2007 MSQPC Newsletter 5
WORKSHOPS
Statistical Hypothesis Testing Using MsExcel:Have you ever had some data that you wanted totest for statistical differences or correlations? Areyou aware that MSExcel can do this?Thispresentation will include a brief summary ofseveral simple but powerful statistical tests thatcan be used on small data sets, as well as howExcel can be used to help analyze the data so asto be able to establish probabilities for thedecisions being made. Specific hypothesis teststhat will be discussed include: F, t, ANOVA,chi-square, and correlation.
Time Mastery: Participants use the “TimeMastery Profile” of Inscape Publishing to identifytheir strengths and areas for improvement in theuse of their time to develop a satisfying and pro-ductive life. Twelve dimensions of the time of yourlife will assist in determining old habits that needto be changed or eliminated. Each participant willtake the Inscape “Time Mastery” profile andreceive the Franklin Covey “Weekly Compass”.
Leading Organizational Change: This one-daycourse consists of lectures, worksheets, and roleplay that will provide attendees with an in-depthappreciation of the change process and skills aleader needs to apply to himself and thoseimpacted by implementing change. Learning out-comes will be to effectively initiate a change,guide those affected by the change process, useresistance to facilitate communication about thechange, implement the change so it will becomepart of the culture, and involve all levels in thechange process.
Root Cause Analysis consists of lectures, prac-tices, and role plays that will provide attendeeswith an in-depth understanding of how to analyzea system in order to identify the root causes ofproblems. The following topics are covered:
• The difference between problem solving anroot cause analysis
• Why effective root cause analysis is moreimportant in today's world
• Some common problem solving models andtheir weaknesses
• Five steps for performing the root cause analy-sis part of problem solving
• What each step accomplishes and some toolsavailable for carrying it out
This program is designed to enhance problemsolving effectiveness by providing a model formore deeply analyzing problem situations; clarifythe difference between analytical and creativethinking, and when each is most useful; promote
the ability to provide problem-solving supportin situations where one is not an expert inthe process or technology involved; expandthe range of tools available for analysis ofproblem situations.
Abha Dastane-Rao has over fifteenyears of experience in the quality fieldworking in manufacturing as a hands-on engineer and asa consultant. She has assisted companies, especiallyautomotive suppliers, with effective deployment of
ISO9001, ISO/TS16949, ISO14001 and provided trainingfor Internal auditing to these standards, Core tools
(APQP, CP, FMEA, MSA and SPC), DOE andSix Sigma. Abha is an American Society for
Quality Certified Quality Manager since2000 and a Certified Quality Engineersince 1992. She is a Six Sigma Black Beltand has served as an examiner on the
Board of Examiners for the TennesseeQuality Award. Abha holds a B.S in Chemical
Engineering from Indian Institute of Technology Delhi, an M.S. in Statistics from University ofCincinnati, and an M.S. in 'Polymer Processing and Quality Assurance' from Wright StateUniversity. She is also a RAB certified provisional auditor forEnvironmental and Quality Management Systems. Her work expe-rience includes positions with Bridgestone-Firestone, TycoAdhesives and Delco Chassis.
David O. Compton has over 30 years of experience in train-ing and organizational development. In the Army he served asan Organizational Effectiveness Officer for a major headquar-ters and trainer and O.D. consultant to major Army installationunits. For the past 23 years he has worked as an internaltrainer and consultant in two healthcare organizations inthe Memphis area. David holds a MS in SystemManagement Technology from Murray State Universityand is certified to present Franklin Covey 7 Habitscourses and Four Disciplines of Execution. Additionally,he administers the Myers-Briggs Type Indicator,Emotional Competence Inventory of the Hay Group andthe DiSC Indra of Inscape Publishing. He is a memberof ASTD. David will facilitate the Time Mastery,Diversity, Leading Organizational Change, and theFranklinCovey courses.
Duke Okes, Certified Quality Manager, CQA, CQE, CQT, is aconsultant, educator & trainer, writer & speaker on manage-ment and quality philosophies and technologies throughoutthe U.S., Canada, Caribbean, Europe, and Asia. He was for-merly a quality professional in TRW's automotive sector. Hehas served as vice chair of technology for ASQ's QualityManagement Division, and chair of the Northeast TN ASQsection (quality leadership award). The Institute ofManagement Consultants elected Duke as a certified man-
agement consultant (C MC). He holds degrees in busi-ness, education, and technology, and has served asan adjunct university faculty member teaching sta-tistics and management research. He is a graduateof the University of Kentucky's lean manufacturingcertificate program, and the international programin the Gestalt approach to organization and systemdevelopment. He is co-editor of The CertifiedQuality Manager Handbook (2 nd edition), a con-tributor to The Certified Quality Engineer
Handbook, and has published numerous articles ontopics such as leadership, continuous improvement,
lean production, critical thinking, quality auditing, managing organizational change, complexi-ty theory, and e-quality. Duke facilitates the Root Cause Analysis Course and the StatisticalHypothesis Testing course.
Abha Dastane-Rao
David O. Compton
Duke Okes
Winter 2007 MSQPC Newsletter 6
Memphis Chamber FoundationMSQPC--The Quality CenterP.O. Box 224Memphis, TN 38101-0224
NONPROFIT ORGU.S. POSTAGE
PAIDMEMPHIS, TNPERMIT #1445
No Child Left Behind (NCLB) DivisionEnsures Process Consistency with theProcess Activated Training System®
ProcessActivatedTraining.comProcessActivatedTraining.comTo Learn More About PATS, Please Visit Our Website At:
The No Child Left Behind (NCLB) Act was signed into law on January 8, 2002 by President George W. Bush. The Act significantly increasedthe choices given to parents of students attending Title I Schools that fail to meet the states academic standards. The NCLB Division ofMemphis City Schools is required by law to develop and implement within Title I Schools districtwide core curriculum that isaligned to state academic standards and testing, to ensure that high quality professional development isbeing given to faculty, to place an emphasis on accountability and assessment, to provide afocus on proven strategies that will help each school meet their annual SchoolImprovement Plan (SIP) strategies and goals
MSQPC conducted a Baldrige Assessment of the NCLB Division during August2006 and discovered, after an extensive assessment of the Division, that NCLB hadenormous District-wide impact on delivering key processes throughout the District.The Baldrige Assessment Report noted that the NCLB Division had limited documen-tation of their key processes to ensureconsistency throughout the District, and limited cycle-timemeasures that would reduce their overall process time foreach transaction.
The Process Activated Training System® (PATS) was imple-mented to ensure process consistency and to identify withinthe Division a group of “Best Practice” employees who wereSubject Matter Experts (SMEs) in the various NCLBProcesses. PATS Teams identified critical and key process-es within the Division that included equipment, instruction,compliance, grants (direct and indirect), fiscal, documentmaintenance, procurement, and office management.
The Team spent several weeks identifying key processesthroughout the Division within each of the identified sub-areas to flow-chart, document, identify times (cycle-time),and to transform them into behaviorally written trainingscripts throughout the Division. Some of the key processes that were identified,documented, numbered, and transformed into training scripts included: Providing Technical Assistance to SIP Development, Monitoring theSIP, Collecting, Maintaining, and Reviewing Documents, Tracking NCLB Funds, Reconciling Budget by Project, Preparing a Journal Voucher,and Assigning Budgetary Codes for Personnel.
“PATS impacts
ISO 9001:2000
and Six Sigma
training.”