Quest for Quality Assignment Project Name
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Quest for Quality Assignment Project Name Prepared by: Date: (Questions? [email protected]) (Questions? [email protected]) Your assignment is due at the beginning of Module 3 (please bring 3 hard copies and soft copy on a CD or USB drive)
description
Quest for Quality Assignment Project Name. Prepared by: Date: (Questions? [email protected]). Your assignment is due at the beginning of Module 3 (please bring 3 hard copies and soft copy on a CD or USB drive). Process Map - Level 1. - PowerPoint PPT Presentation
Transcript of Quest for Quality Assignment Project Name
Quest for Quality Assignment
Project Name
Prepared by: Date:
(Questions? [email protected])(Questions? [email protected])
Your assignment is due at the beginning of Module 3 (please bring 3 hard copies and soft copy on a CD or USB drive)
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Process Map - Level 1
•Can hand-draw the maps or use PowerPoint, Word, Visio etc.
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Process Map - Level 2
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Process Map - Level 3
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Stakeholders
Stakeholder Requirement How Identified
•What the stakeholder requires OF the process (not, what THEY are required to do)
•What you need to meet or exceed (Definition of Quality)
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Stakeholder MetricsResults
Metric Type
• The requirements that you identified on the previous page must now be tracked
• These metrics should link to the requirements on the previous page
• The Type of metric can be: cost, accuracy, satisfaction, timeliness, volume etc.
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Display 1
• Once you have collected your data/metrics, take that data and display it in the form of two charts.
• You can display two different metrics for each of the two display methods (i.e., one method for one set of data and another for a different set of data)
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Display 2
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Data Analysis / Problem Statement
• This is where you will provide your analysis of the data you collected to quantify the problem or gap you want to close. Use quantified statements
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Alignment with Organizational Objectives
• Discuss how closing the gaps identified on the previous page are aligned with your organization's goals/ objectives for the year
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Project Mission Statement
• The project mission statement outlines the specific gap you want to close and the quantified improvement target you want to achieve. (SMART)
Quest for Quality AssignmentEXAMPLE
Fabric Based Domestic Engineering
Cleansing Process(a.k.a. Laundry)
Prepared by:
Date: November 18, 2007
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Level 1
DeliverLaundry
FoldLaundry
Wash & DryLaundry
SortLaundry
GatherLaundry
Fabric Based Domestic Engineering Cleansing Process
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Level 2
Customer(child)
ComplainingNo cleanclothes
Pick-UpService
Gather Clothes
(under bed)
Sorting
Receiving
Wash & Dry
Delivery
Folding
ReceivesVery DirtyClothes
Sends to Sorting
Sends toWash/Dry
SortsLaundry
Wash/DrySends toFolding
FoldsLaundry
Sends toDelivery
Clean?
yes
Wearsclothes
no
Fabric Based Domestic Engineering Cleansing Process
Delivers toCustomer
Puts clothesin closet/drawers
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Process Map - Level 3
End
End
End
Sorting ReceivesDirty Laundry
Place in PreSoak Hamper
Empties Hamper
SeparateBleachables
Send to Wash/Dry
IdentifyPre-Soaks
IdentifyBleachables
SeparatePre-Soaks
Pre-Soak?
Bleach? Place in PreSoak Hamper
Y
Y
N
N
ReceivingSends to Sorting
Fabric Based Domestic Engineering Cleansing Process
EndPlace in
D HamperIdentify
Dark WashingSeparate
Dark washingDarks?
Y Send to Wash/Dry
Send to Wash/Dry
Send to Wash/Dry
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Stakeholders
Stakeholder Requirement How Identified
Constant supply of clean, originalColour, odour free clothes
Face-to-Face meeting with auditory and visual input (deep gasping sighsand major eye rolling)Auditory input (“Oh yuk – that’s gross!)
Customer(child)
Receiving
Sorting
Pick-UpService
Dirty clothes deposited throughoutthe house.
Collected via face to face interview
Dirty clothes delivered to receivingArea in a reasonable time
Via focus group
Dirty clothes ready to be sorted inA timely manner
Via quarterly survey
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Stakeholders
Stakeholder Requirement How Identified
Face-to-Face meeting with Washing department
Washed clothing delivered in aTimely manner
Panel discussion was facilitated
Folded clothing delivered in aTimely manner As per organization legislature
Wash & Dry
Folding
Delivery
Sorted Dirty clothes in individual hampers
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Stakeholder Metrics
ResultsMetric Type
(date) (date) (date) (date)
Turn around time to getClean clothes
Time-liness
January March May July
8 hrs. 36 hrs. 12 hrs. 72 hrs.
Clean clothes, originalcolour
Accuracy93% 72% 90% 63%
# of hampers/loads of laundryVolume 8 12 7 18
Eye rolling & gasping sighsCustomerSat.
5 11 2 16
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Display 1Customer Satisfacdtion
0
24
68
1012
1416
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Jan Mar May July
Months
# o
f C
om
pla
ints
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Display 2
.
Reasons for Customer Complaints
0102030405060708090
100
Pink Skivies Too Soft Late Delivery Missing Socks InsufficientWrinkles
Wrong Laundry MismatchedSocks
# of
Com
plai
nts
45
66
84
100
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Data Analysis / Problem Statement
• The number of complaints has increased 700% (to 16 complaints in July) in recent months
• Only 63% of clothes are coming out of the process with their original colour.– 45% OF CUSTOMER COMPLAINTS ARE FOR
PINK SKIVIES• The turnaround time for clean clothes has
increased to 76 hours in recent months. This is well above our goal of 24 hour turnaround.
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Alignment with Business Objectives
• It is the goal of the Domestic Engineering department to provide the client (child) with clean clothes, and all (100%) the original colours within a 24 hour period.
• One of our household objective is to have happy family members with good self esteem.
• Closing the gap will address both of these household goal.
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Project Mission Statement
4 examples of SMART Project Mission Statements:
• To reduce the number of customer complaints from 16 to 2 by January, 2009.
• To increase the % of clothing coming out of the process with their original colour from 63% to 95% by the end of March 2009.
• To reduce the number of complaints from 16 in July to 2 by September 2009.
• Reduce the turnaround time for clean clothes from 76 hours to 24 hours by October 2009.
