Importance of Quality
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Importance of Quality Presentation Transcript

  • 1. The Importance of Quality and Its Expanded Role Within Your Organization John Cover CQA (ASQ) Director, Quality A Di t Q lit Assurance Science Care American Association of Tissue Banks 31st Annual Meeting Boston Marriott Copley Place September 16th, 2007 p
  • 2. “Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization not part of the fabric ”13 organization, fabric. Philip B. Crosby The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 3. y The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 4. What Got Us Here? • Thinking that Quality is a department department. • Thinking that Quality is a function. g y • Thinking that Quality is role specific. • Thinking that Quality is someone else’s job. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 5. Traditional Roles Q lit M t Quality Management Audit / Approvals: Quality Deviation Inspection Procedures Management Advocate Performance Product/QC etc. Operations Management Strategy Staffing Revenue Production / Competitive Personnel P l Generation / Logistics Position HR Cost Control Management The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 6. What Do We Have Now? • Somewhere along the line we lost what was important about quality. • Quality (in its true sense) is no longer a language that everyone can speak together. • Focus on quality department independence resulting in silos and shifting priorities. • The real message of quality has been hidden. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 7. What is Quality? • Quality indicates the cumulative characteristics of a good or service th t speaks di tl t th voice of th i that k directly to the i f the customer. • Quality should also reflect the cumulative characteristics of the environment that supports the production of goods and services th t di tl speaks t th voice of th d i that directly k to the i f the customer. • Quality should further reflect the empowerment of all stakeholders to improve the environment that supports the production of those goods and services. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 8. “Most people would rather live with a problem they can’t solve than to accept a solution they can’t understand. understand ” Lloyd S. Nelson The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 9. What is not Quality? • Quality is not a department, position, or title. • Quality is t “cost center”. Q lit i not a “ t t ” • Quality is not final inspection. inspection • “Quality” should not be misused like a buzzword of the y day. • Quality is not something that someone else has in their job description. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 10. What Did We End Up With? The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 11. Where Do We Go From Here? We must go back to the past…back to the basics…… Dr. W. Edwards Deming Dr. Joseph Juran Who are these handsome gentlemen? The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 12. Dr. Deming From Deming's 14 Points 5: •C t constancy off purpose. Create t •Adopt a new philosophy. •Drive Out Fear. •Break down barriers between departments. •Remove barriers that rob workers…of their right to pride of workmanship. •Institute a vigorous program of education and self improvement improvement. •Put everyone in the company to work to accomplish the transformation. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 13. Dr. Deming Standard Company 1 Deming Company 1 Quality is expensive. Quality leads to lower costs. Inspection is the key to quality. Inspection is too late. If workers can produce defect free goods, eliminate defect-free goods inspection. Defects are caused by workers. Most defects are caused by the system. Rewarding the best performers and Most variation is caused by the punishing the worst will lead to greater systems that judge, punish,…destroy productivity and creativity creativity. teamwork and the company company. Profits are made by keeping revenue Profits are generated by loyal high and costs down. customers. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 14. Dr. Juran From the Juran Trilogy 11: • Quality Planning: • Determine who the customers are. • Determine the needs of the customers. • Develop product features that respond to customer’s needs. • Develop processes that are able to produce those product features. features • Quality Control: • Evaluate actual Quality Performance. • Compare actual performance to quality goals. • Act on the differences differences. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 15. Dr. Juran From the Juran Trilogy 11: • Quality Improvement: • Establish the infrastructure needed to secure annual quality improvement. • Identify specific needs for improvement – the improvement projects. • Provide the resources, motivation,, a d training to teams. o de e esou ces, o a o and a g o ea s The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 16. Dr. Juran Japanese revolutionary quality strategies 10: • The upper management p pp g personally took charge of leading the y g g revolution. • All levels and functions underwent training in managing for quality quality. • Quality improvement was undertaken at a continuing, revolutionary pace. pace • The work force was enlisted in quality improvement through the QC- circle concept. i l t The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 17. “Everyone here h a customer. A d if h d “E h has t And he doesn’t k’t know who h it is and what constitutes the needs of the customer, and work in the cycle of adjustment to customers’ needs and y j what he can produce, then he does not understand his job.” 12 Dr. Deming The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 18. Voice of the Customer (VOC) • The Voice of the Customer (VOC) describes the spoken and unspoken true needs of the recipient of one’s goods one s or services. • The customer can be both internal and external, and its voice cannot be overlooked. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 19. External Customers Who are your External Customers? The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 20. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 21. Internal Customers Who are your Internal Customers? The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 22. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 23. “I know of no more encouraging fact than the unquestionable ability of man to elevate his life by a conscious endeavor ” endeavor. Henry David Thoreau The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 24. What is it all about? Empowerment E t The ability to change the world you li e in abilit orld o live in. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 25. Empowerment “Be the change you wish to see in the world.” Gandhi The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 26. Empowerment Pathways • Training d Mentoring: T i i and M t i • Quality Training • Team Training • Mentoring Programs • Stakeholder involvement: • Quality Circles y • Process Improvement Teams • Information Sharing • Communication Pathways: • Feedback Systems (more than just a suggestion box) • Customer Satisfaction Index-Internal Customers • Track more than just deviations • Partners in Audits • Partners in Change Management The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 27. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 28. What is a Quality Professional? • A Quality Professional is ANY person that has a passion, zeal, and discipline for: • Doing the right things at the right times…for the right reasons. • Empowering others through training, communication pathways, b tt t l and mentorship. th better tools, d t hi • Focused on improving systems processes and systems, processes, performance as a result of heeding the Voice Of the Customer. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 29. “Opportunities are usually disguised as hard work, so most people don’t recognize them.” Ann Landers The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 30. How Can You Make a Difference? • “The staring point for improvement is to recognize the need.”7 d” • Be an agent for change in your organization. organization • “Making improvements is often a bother, but the p y is g p , payoff real. But if the leader doesn’t care, the people learn to live with the existing situation regardless of the number of problems ”1 problems. The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 31. How Can You Make a Difference? • “The aim of leadership should be to help people, machines and gadgets do a better job.”2 • “To help in a positive manner, you must be genuinely interested in people and results. You can’t fake this one even if you try because true help is truly unselfish.” 8 • “Show people how to prevent problems, not just fix them. Educate, train, and support those who do the work.”9 The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 32. Thank you! Science Care The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover
  • 33. References 1. Aguayo, Rafael. Dr. Deming The American Who Taught the Japanese About Quality. New York. Simon & Schuster, 1990. 2. Gabor, Andrea. The Man Who Discovered Quality. New York, NY. The Penguin Group, 1990. 3. Dobyns, Lloyd & Crawford-Mason, Clare. Quality or Else. New York, NY. Houghton Mifflin, 1991. 4. Juran, Joseph. Managerial Breakthrough. New York, NY. McGraw Hill, 1995. 5. Deming, W. Edwards. Out of The Crisis. Cambridge, MA. MIT, 1986. g g 6. Ishikawa, Kaoru. What is Total Quality Control?. Englewood Cliffs, NJ. Prentice-Hall, 1985. 7. Imai, Masaaki. Kaizen. New York, NY. Random House, 1986. 8. Crosby, Philip. Quality is Free, New York, NY. McGraw Hill, 1979. 9. Shelton, Ken. In Search of Quality, Provo, UT. Executive Excellence Publishing, 1995. 10. Juran, Joseph. Juran on Planning For Quality, New York, NY. The Free Press, 1988. 11. Juran, Joseph. Juran on Leadership For Quality, New York, NY. The Free Press, 1989. 12. Walton, Mary. The Deming Management Method, New York, NY. Perigee Books, 1986. 13. 13 Crosby, Philip. Crosby Philip Quality Without Tears New York, NY McGraw Hill, 1984. Tears, York NY. Hill 1984 14. Demotivational posters obtained from www.despair.com The Importance of Quality and Its Expanded Role in Your Organization AATB 31st Annual meeting John Cover