Improving Quality

Joe DagerBusiness901

What does Quality bring• High Morale• Everybody wins• And…

The trouble with Quality

Paperwork

Conform or else

How can we encourage andsupport everyone to beresponsible for Quality?

Quality can be part of everyday work thru Quallaboration Quallaboration is a term coined by Jim Benson co-author of Personal Kanban

Quality Control is concerned with the productQuality Assurance is process–oriented.

Quality Assurance Needs to have a process for improvement.PDCA Quality CirclesSix Sigma BPRTriz TaguchiISO KaizenMalcolm Baldridge A3 (PDCA)

All based on ScientificExperimentation

Quality is about Gaps• Knowledge Gap – difference between company perceptions of customers expect and what customers really expect• Standards Gap – difference between company perceptions and service quality specifications• Deliver Gap – difference between perceived expectations and actual service delivery• Communication Gap – difference between what is delivered and what is communicated• Perception Gap – difference between what customers expect and what they actually receive

It’s simply about getting from point A to BWhat provides direction?

Intuition Based or

Data Based

Metrics are simple numbers that measure the effectiveness of your business.• Metrics reduce arguments based on opinion.• Metrics gives you answers what really works.• Metrics show where your strengths are.• Metrics allow you to test anything.• Bosses love metrics.

What is an A3?• A3s are A3s because they fit on A3• Document on results from the PDCA cycle.• 4 Types of A3s • Problem Solving • Proposal • Status • Informational

I like to think of an A3 as a mini-PDCATeam: Date: Countermeasures:Title/Theme:Background/Definition: Implementation:Current Conditions:Target:Determine Cause/Analysis: Follow-up:

People > ProcessQuality must become part of everyday work thru Collaboration

Why is it tough to engage?• Focus is challenged• Communication is inconsistent• Lack of Predictability• Risks

People > Process President Assistant Administration Sales Finance Quality OperationsOrganizations design process Plantwhich are copies of their Pavingexisting structures Maintenance

President Operations Administration Quality SalesOrganizations must change to develop a more collaborative structure.

Teamssolve problemsbetter thanindividuals How do you engage?

I usePOTA method many learned in college!

Progress Ownership TransparencyLater refined into 3 Simple Habits of a Highly Effective Team by Andy Harjanto

What isProgress? Gaps

Standards – Current State • Expectations • Upward Communication • Metrics • Visual Controls • P.S. Standard work is layered

Change in Standards –Moving to Future State • Expectations • Upward Communication • Metrics • Visual Controls • P.S. Standard work is layered

Future State Don’t shootfor the moon!

Future State Incremental Steps

Future State Smaller Time Frame the better

Organize Tasks in doable chunksThis Week Next Week Next Month

Simplicity = Clarity = ExecutionUnderstand Simplify Automate Learn from ERP

Future State Small Mistakes are repairable

OwnershipDo you fight for ownership or is it managed?

QualityDepartmentcomes downwith issues.

Assigns blame-Who me?

The arguments start!

Yeah, you!

Cooler Minds prevail

We agree to not disagree

It’s thatleading thing

People will go above and beyond ..if part of solution

Teamwork is an individual skillYou must be• Willing to find problems• Own the problem• Solve the problem

How,• See a problem = Document it• Own problem = 1 owner• Solve problem = Openly Discuss it ….which leads to…

Transparency

Transparency• Not welcomed in most organizations• Creates Work • Responses • Letters • Additional responsibilities • Recordation

Make it manageable Follow the 2 Pizza Rule - Amazon, Jeff Bezos

Break into Groups Quality Plant Loader Super. operator Plant Ground operator Man

Smaller Groups• Informal communication• Better assignment of tasks• Easy Manageable Tasks• Increase participation• Reduces Information needed to be processed• Provides Clear Line of Sight

Line of Sight Produc tionKnow what you TeamMembers are doing• Daily Standups• Weekly Tactical• Monthly Strategic• Quarterly Strategic

What about that “I” thing? Team Players are willing • Progress • Own • Transparent

QuallaborationStarts with You

Joe DagerBusiness901

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Improving Quality

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