The document summarizes a presentation on quality control in mail center operations. The presentation covers defining quality control and its goals of ensuring products and services meet standards. It discusses establishing a quality control program through documenting processes, objectives, policies and procedures. The presentation also reviews quality control tools, measuring results, and total quality management approaches, addressing potential roadblocks to implementation.

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
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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
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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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. Object 7
Implementing Quality Control
• Plan
• Execute
• Evaluate
• Measure and Monitor
• Adjust
MAILCOM 2012 - Washington, DC. - April 15-18

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. 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. 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. Object 7
Questions?
James P. Mullan, CMDSM, EMCM, MQC Marlene O’Hare, CMDSM
OBS National Operations Manager - Linde North America, Inc.
Chubb 575 Mountain Ave
Chubb & Son
15 Mountain View Road Murray Hill NJ 07974
Warren, NJ 07095 908-771-1275 W
908-903-2869 W 908-771-1701 F
908-903-2027 F 908-906-4961 C
908-222-6488 C
marlene.o’hare@linde.com
JMullan@Chubb.com
James.Mullan@Oce.com marlene.ohare@linde.com
MAILCOM 2012 - Washington, DC. - April 15-18