Object 7                     MAILCOM 2012 - Washington, DC. - April 15-18           Course #: MP426           Title:      ...
Object 7                                  Overview           •   What is Quality Control           •   Why implement Quali...
Object 7                        Quality Control:                          What is it?           • Process to review produc...
Object 7                 Why Quality is Important           • “Good enough” isn’t good enough           • Meet customers’ ...
Object 7                   Goals of Quality Control     •     Ensure products or services meet standards     • Requirement...
Object 7                  Goals of Quality Control Team           •   Identify products or services that don’t            ...
Object 7                Quality Control Team Members     •     Choose from multiple levels           (e.g., line, manageme...
Object 7                        Quality Control                      Program Parameters           •     Can’t test everyth...
Object 7                             Correcting Errors           • NOT the responsibility of the QC team!           •   Di...
Object 7                        Establishing a                    Quality Control Program•          Document the existing ...
Object 7                          Quality Control and                          Quality Assurance•          Quality Control...
Object 7                        Quality Control Tools           •   Standard Operating Procedures (SOPs)           • Proce...
Object 7                         Documenting Quality                           Control Results           •   Measurements:...
Object 7                      Quality Control – What’s                             Acceptable           •   100% - Must be...
Object 7                Quality Control and Testing     •     Establish standards and specifications     • Develop test ca...
Object 7                    TQM, Six Sigma and ISO 9000•           Total Quality Management – TQM. Management            p...
Object 7           Implementing Quality Control            • Plan            • Execute            • Evaluate            • ...
Object 7                         Quality Control:                       Only for Production?           • Quality Control w...
Object 7                 Quality Control Roadblocks•          “Error-free isn’t possible, so why try?”• “Quality Control c...
Object 7                    Overcoming Roadblocks           •   Explain competitive environment.           • Demonstrate t...
Object 7                           Questions?James P. Mullan, CMDSM, EMCM, MQC      Marlene O’Hare, CMDSMOBS National Oper...
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MailCom 2012 Quality Control In Mail Center Operations

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

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MailCom 2012 Quality Control In Mail Center Operations

  1. 1. 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
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. 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
  11. 11. 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
  12. 12. 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
  13. 13. Object 7 Documenting Quality Control Results • Measurements: – Number and percentage of errors – Operator productivity – Costs • Periodic Reviews MAILCOM 2012 - Washington, DC. - April 15-18
  14. 14. 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
  15. 15. 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
  16. 16. 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
  17. 17. Object 7 Implementing Quality Control • Plan • Execute • Evaluate • Measure and Monitor • Adjust MAILCOM 2012 - Washington, DC. - April 15-18
  18. 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
  19. 19. 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
  20. 20. 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
  21. 21. 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

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