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Quality Control In Mail Center Operations
 

Quality Control In Mail Center Operations

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In today\'s competitive environment, good enough is no longer good enough.

In today\'s competitive environment, good enough is no longer good enough.

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    Quality Control In Mail Center Operations Quality Control In Mail Center Operations Presentation Transcript

    • Object 7 MAILCOM 2012 - Washington, DC. - April 15-18 Course #: MP426 Title: Quality Control in Mail Center Operations Scheduled For: Wednesday, Round 12, (10:15-11:15 am) Presented By: James P. Mullan, CMDSM, EMCM, MQC National Operations Manager - Chubb Oce Business Services Marlene O’Hare, CMDSM Supervisor Office Services Linde North America, Inc. Please be courteous to others and switch all communication devices to silent mode
    • Object 7 Overview • What is Quality Control • Why implement Quality Control • Quality Control Team • Establishing a Quality Control Program • Quality Control and Quality Assurance • Quality Control Tools • Measuring Success • TQM, Six Sigma and ISO 9000 • Roadblocks and Barriers MAILCOM 2012 - Washington, DC. - April 15-18 2
    • Object 7 Quality Control: What is it? • Process to review production • Review includes: – Controls – Job Management – Performance – Integrity – Records MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Why Quality is Important • “Good enough” isn’t good enough • Meet customers’ expectations • Help employees improve performance MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Goals of Quality Control • Ensure products or services meet standards • Requirements are reviewed for: – Dependability – Acceptability – Fiscal responsibility MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Goals of Quality Control Team • Identify products or services that don’t meet standards • Additional responsibilities: – Halt production – Notify management – Notify customer MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control Team Members • Choose from multiple levels (e.g., line, management) • Choose from multiple disciplines (e.g., operations, customer service) • Have desire and aptitude for improvement MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control Program Parameters • Can’t test everything • Identify key standards – Past errors – Customer complaints – Automated tests MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Correcting Errors • NOT the responsibility of the QC team! • Different levels to be corrected: – Immediate error – Operator – Training error – Supervisor – Systematic error - Management MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Establishing a Quality Control Program• Document the existing process• Identify specific objectives of the program• Establish policies and procedures• Map out and validate the QC process MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control and Quality Assurance• Quality Control – identify and detect errors• Quality Assurance – evaluate and improve process• Important that management team understands the difference MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control Tools • Standard Operating Procedures (SOPs) • Process maps • Checklists • Quality Control and Change Control documentation • Reporting system MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Documenting Quality Control Results • Measurements: – Number and percentage of errors – Operator productivity – Costs • Periodic Reviews MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control – What’s Acceptable • 100% - Must be the goal • Weigh goals, costs and results • Risk and probability of “worst case” MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control and Testing • Establish standards and specifications • Develop test cases of probable errors • Test production process • Test quality control process and results MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 TQM, Six Sigma and ISO 9000• Total Quality Management – TQM. Management philosophy on continuous improvement.• Six Sigma – TQM, with additional emphasis on project management.• ISO 9000 – standards and guidelines for quality systems as set by International Organization for Standardization MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Implementing Quality Control • Plan • Execute • Evaluate • Measure and Monitor • Adjust MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control: Only for Production? • Quality Control works anytime – that there is a process – that there is a measurable result – that there is opportunity for error MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Quality Control Roadblocks• “Error-free isn’t possible, so why try?”• “Quality Control costs too much.”• “Quality Controls slows down production.”• “Nobody really cares.” MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Overcoming Roadblocks • Explain competitive environment. • Demonstrate true costs of errors. • Measure “re-work” times. • Share feedback from customers. MAILCOM 2012 - Washington, DC. - April 15-18
    • Object 7 Questions?James P. Mullan, CMDSM, EMCM, MQC Marlene O’Hare, CMDSMOBS National Operations Manager - Linde North America, Inc.Chubb 575 Mountain AveChubb & Son15 Mountain View Road Murray Hill NJ 07974Warren, NJ 07095 908-771-1275 W908-903-2869 W 908-771-1701 F908-903-2027 F 908-906-4961 C908-222-6488 C marlene.o’hare@linde.comJMullan@Chubb.comJames.Mullan@Oce.com marlene.ohare@linde.com MAILCOM 2012 - Washington, DC. - April 15-18