Presenting on the annual Control Systems Integrator Association 2011, Orlando, Florida, USA Subject: What is the definition of quality, according to you, your customer and the CSIA.

1. How to spell … QUA-LI-TY
… a Babylonian challenge?
Henk-Jan Scholman

2. So how do you spell it ?
Q.U.A.L.I.T.Y
K.WA.L.I.T.E.I.T (Dutch)
Q.U.A.L.I.T.Ä.T (German)
Q.U.A.L.I.T.É (French)
Q.U.A.L.I.T.À (Spanish)
C.A.L.I.D.A.D (Italian)
K.V.A.L.I.T.E.T (Swedish)
 (Hindi)

3. German quality: top engineering

4. Swiss quality: high precision

5. Swedish quality: sensible

6. Italian quality: stunning design

7. Japanese quality: strive for perfection

8. Chinese quality: quantityquantity

9. American quality: big is better!

10. Dutch quality: economical

11. … all different qualities. Why?
Is it a cultural thing?
Is it dependent on circumstances?
Is it a personal perception?

12. Example: best windmill ever built!!
Is it a cultural thing?

13. Example: best windmill ever built!!
William Kamkwamba
‘The Boy Who Harnessed the Wind’

14. Example: best windmill ever built!!
Is it dependent on circumstances?
African circuit breaker

15. Example: best windmill ever built!!
Is it a personal perception?
William Kamkwamba’s windmill provided power:
• for a lightbulb, so he could study in the evening
• for a pump to provide water from a well
“A windmill meant more than just power,…
…it was freedom!”

16. Best Windmill ever built!
… who wants one ???

17. So… what is QUALITY?
Is it a subjective perception?
Is it a physical phenomenon?
Can you measure it?
… well… you can calculate it!!

18. Do the quality math..
Q = R - X
Q: Quality
R: Received
X: Xpected

19. Do the quality math..
If R < X
We are disappointed:
poor quality
Q = R - X

20. Do the quality math..
If R == X
We are satisfied:
satisfactory quality
Q = R - X

21. Do the quality math..
If R > X
We are thrilled:
quality outstanding!
Q = R - X

22. Example: BMW vs. Ducati

23. Example: BMW vs. Ducati
Received:
• paint flaking
• nuts and bolts rust
• leaking oil and petrol
• excellent road holding
Received:
• paint flaking
• nuts and bolts rust
• dash not waterproof
• good road holding

24. Example: BMW vs. Ducati
Quality:
• disappointing !!
Quality:
• satisfactory !!
HOW COME!!!???HOW COME!!!???

25. Example: BMW vs. Ducati
Expected:
• high build quality
• very reliable
• good road holding
• expensive A-brand
Expected:
• moderate build quality
• moderate reliable
• excellent road holding
• expensive A-brand

26. Example: BMW vs. Ducati
Quality:
• disappointing !!
Quality:
• satisfactory !!
One had to go…One had to go…

27. Example: BMW vs. Ducati
BEST BIKE
EVER!!!

28. Now we know what quality is about…
Do we care about it?
Why would you?

29. Why do we care about quality?
“Do your job well and
the customer will come back for more”
Jan Hollander
It is about customer satisfaction!

30. What is customer satisfaction?
Q = R ≥ X
Q: Quality
R: Received
X: Xpected

31. Easy to achieve customer satisfaction
Q = R ≥ X
•Raise R
•Lower X
•Find other customer…

32. Be reliable!!
Make sure that:
there’s no misunderstanding on what is going to be
delivered
you can meet that expectation!
Easy to achieve customer satisfaction

33. What Quality looks like
Sometimes it’s easy to see

34. Quality on the shopfloor
It’s something you’re proud of
It looks good

35. Quality on the shopfloor
Using the proper tools:
 “the right tool means half the job is done”
Education:
 “sharpen your braintool”

36. What Quality looks like
But sometimes it’s not that obvious

37. Another label at the doorpost?!

38. Why would you want it?
What will it add to other quality labels?
•The CSIA quality criteria are specific for our kind of business
•These criteria are objective, not a personal interpretation
•Goes beyond your technical skills
You say you’re good…
…but how good are you?

39. What is certification about?
Certification audit covers:
Personnel & Organization
Commerce
Finance
Project management
Design, built and maintenance
Quality control

40. Summary Company Benchmark Pass
Score
Level
3
Level
2
Level
1 Req't
1 GENERAL MANAGEMENT 38 22 25 31
2 HUMAN RESOURCES MANAGEMENT 54 31 39 44
3
MARKETING, BUSINESS DEVELOPMENT and
SALES MANAGEMENT 43 26 33 40
4 FINANCIAL MANAGEMENT 43 24 32 35 28
5 PROJECT MANAGEMENT 58 44 49 54 43
6 SYSTEM DEVELOPMENT LIFECYCLE 23 17 18 19 15
7 SUPPORTING ACTIVITIES 31 21 27 31 25
8 QUALITY ASSURANCE MANAGEMENT 24 16 18 23
300 201 241 277 235
Benchmark levels
Depends on size of SI
minimum requirement
The CSIA Report

41. Our organizational strengths and weaknesses
Based on the report you can improve your
organization step by step
In our case: focus on risc management and
handover to technical service and maintenance
What we learned?

42. Why you would want it?
You said you were good…
…and now we know!
What’s next?

43. Just imagine ….
… you have this production line up and running…
How to benefit? Ask your customers...

44. …but it’s life hangs by a thread …
… that one network connection that’s a bit loose
… that one technical specialist who’s on a holiday
… that spare part that’s no longer available
… that supplier that went out of business
… that PLC program that should have had a back-up version
… that 24/7 service that can’t be reached
… just how solid is your
system integrator?

45. Just imagine ….
… you’ve got a major project to take on…
How to benefit? Ask your customers...

46. … and it stands or falls with …
… a clear risc analysis
… accurate cost monitoring
… the available knowledge
… the availability of specialists
… people that think along with you
… proper documentation
… just how solid is your
system integrator?

47. Is your system integrator …
… financially healthy?
… well organised?
… technical skillful?
… reliable in every way?
… a partner in production automation?
… a company with vision?
… CSIA certified?
How to benefit? Ask your customers...

48. Your customer ‘s benefits…
He can buy quality labeled cabling anywhere
He can buy quality labeled components anywhere
… but where to buy a quality
solution???

49. Your customer ‘s benefits…
He can buy quality labeled cabling anywhere
He can buy quality labeled components anywhere
… but where to buy a quality
solution???

50. A worldwide quality label

51. A worldwide quality label
…going abroad can be tricky …
…so why take any risc?
Find a partner that knows…
…how to spell QUA-LI-TY !!

52. So how do you spell QUA-LI-TY ?
Q.U.A.L.I.T.Y
Q.U.A.L.I.T.Ä.T (German)
Q.U.A.L.I.T.É (French)
Q.U.A.L.I.T.À (Spanish)
C.A.L.I.D.A.D (Italian)
K.WA.L.I.T.E.I.T (Dutch)
K.V.A.L.I.T.E.T (Swedish)
 (Hindi)
ALL WRONG!!

53. Again… how do you spell QUALITY?

54. Thank you
for your attention
Henk-Jan Scholman