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2012 Dept. of IT Quality Circle Presentation. Silver Medal Winner at Fiji National University Annual Quality Circle Convention 2012. By Team Leader: Sudhir Mudaliar

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  1. 1. QUAL-IT-YESTEAM MEMBERS:Sachin Deo – Manager IT (Facilitator)Sudhir Mudaliar – Team LeaderSheetal DeviApikali QaloKelerayani VuliPrity RamJashvir BirRajneel KaranUlaiasi VukinawasawasaRanadi Cula
  2. 2. Code of Conduct Punctual – Be punctual in the meeting Respect each others view Criticize the ideas not the person Be attentive - Pay attention in the meeting Everyone is equal during circle meeting Maintain a friendly attitude Carryout assignments on schedule and meet deadline Decisions and conclusions should be made based on facts and data Share your Ideas openly Quorum for QCC – 5 $1 fine for late comers Role of Secretary to be rotational 2QCC Project 2012 Team Qual-IT-yes
  3. 3. GANTT CHART FOR QC 2011/12 2011 2012 MATask MAR APR MAY JUN JUL AUG SEP OCT MAR APR Y JUN JUL AUG SEP OCT NOV                Brainstorming sessionPrioritise and Finalise                  problemIdentify Problem                  Statement                Root Cause Analysis                  Data Collection                  Review and Analyse Data                  Identify SolutionsPresentation to                  Management Implement Solutions                  identified Collect Data afterimplementation of                   solution Analyse data – to see if                  desired effect has beenachieved Incorporate as work                  standard Prepare for presentation 02                at Internal Convention. NOV 3 QCC Project 2012 Team Qual-IT-yes
  4. 4. Plan-Do-Check -Act Identify Problem / Define Problem’s Root Identify Problem / Define Problem’s Root Try a Different Solution? Cause Try a Different Solution? Cause or… Identify Solution Criteria or… Identify Solution Criteria Incorporate as Work Standard Identify Alternative Solutions Incorporate as Work Standard Identify Alternative Solutions And Identify Next Opportunity Evaluate Solutions And Identify Next Opportunity Evaluate Solutions Select Solution Select Solution Develop Implementation Plan Develop Implementation Plan Implement Solutions: Implement Solutions:Analyze data collected. Begin Implementation Analyze data collected. Begin Plan (including Data Implementation Plan (including Data Collection).Did Solution have Desired Effect? Collection). Did Solution have Desired Effect? Conduct Training. Conduct Training. 4 QCC Project 2012 Team Qual-IT-yes
  5. 5. Tools and Technique UsedBrainstormingDecision MatrixCheck SheetsFish Bone DiagramPareto Chart 5QCC Project 2012 Team Qual-IT-yes
  6. 6. PLAN 6QCC Project 2012 Team Qual-IT-yes
  7. 7. Problem Selection: Brainstorming 1. Poor Customer Service 2. Punctuality of Staff 3. FNPF not releasing more than $2000. 4. No proper Customer Database 5. Low Student Retention 6. Lack of space 7. Unhygienic restrooms 8. Unsuccessful industry visit 9. Demand for Professional training not met 10. Payment complaints 11. Deferment of courses 12. Inadequate training equipment 8 QCC Project 2012 Team Qual-IT-yes
  8. 8. Selection of the Main ProblemA check sheet was handed out to all the members to rate the problems.The data was analyzed and the problems were ranked. For the data click here. 9QCC Project 2012 Team Qual-IT-yes
  9. 9. DECISION MATRIX Problems Total Rank Low Student Retention 29 1 Poor Customer Service 40 2 Punctuality of Staff 51 3 No proper Customer Database 57 4 FNPF not releasing more than $2000. 58 5 Unhygienic restrooms 62 6 Inadequate training equipments 64 7 Unsuccessful industry visit 71 8 Payment complaints 79 9 Lack of space 80 10 Demand for Professional training not met 81 11 Deferment of courses 82 12 Rating on a Scale of 1 -10 (1 - Highest Priority 10 - Least Priority) 10QCC Project 2012 Team Qual-IT-yes
  10. 10. MOST CRITICAL PROBLEM FROM DECISION MATRIX Low Student Retention. 11QCC Project 2012 Team Qual-IT-yes
  11. 11. Problem StatementThe participant numbers inthe trainings are low due tolow student retention rates.
  12. 12. Identification of Root CauseBrainstorming, was used to list down the causes Causes were then placed in the Fishbone Diagram. 14QCC Project 2012 Team Qual-IT-yes
  13. 13. Ishikawa Diagram 15QCC Project 2012 Team Qual-IT-yes
  14. 14. Outcome16 causes were identified using the Ishikawa Diagram.The 16 causes were put on a check sheet and feedback from the students were gathered.Using the frequency the pareto chart was developed. From the Vital few, the root cause was decided through a consensus between the members. 16QCC Project 2012 Team Qual-IT-yes
  15. 15. Pareto Chart – BeforeImplementation 17QCC Project 2012 Team Qual-IT-yes
  16. 16. Root CauseAfter analysing the vital few causes, the team came to a consensus that the root cause is: Lack of awareness on training programs. 18QCC Project 2012 Team Qual-IT-yes
  17. 17. Potential Loss incurred due to Lack ofAwareness on Training ProgramsStudent retention rate = returning students overall number of students. Particulars 2010 2011 Total Number of Enrolments 800 750 Total Number of Students 420 350 Total Number of One Time Students 349 378 Total Number of Returning Students 100 70 Retention Rate 24% 20% Returning Student Revenue $ 199,645.00 $ 185,020.00There was a 4% decrease in studentretention rates from 2010 to 2011.Comparatively the revenue lost was$14,625. 19 QCC Project 2012 Team Qual-IT-yes
  18. 18. Intangible CostsStress to staff on not achieving their participant number targets. 20QCC Project 2012 Team Qual-IT-yes
  19. 19. TargetIncreasein student retention rate by 5% by September 2012. 21QCC Project 2012 Team Qual-IT-yes
  20. 20. SolutionsBrainstorming was done by the members to list down the solutions and later the Ishikawa diagram for solutions was generated. 22QCC Project 2012 Team Qual-IT-yes
  21. 21. Ishikawa Diagram (Solutions) 23 QCC Project 2012 Team Qual-IT-yes
  22. 22. SolutionsDevelop a career pathway.Develop a standard DIT Student orientation presentation to be used as a mandatory introduction in all trainingsInstall a new LCD monitor in the reception to display the new programs, upcoming programs, pathwaysDevelop new programsDevelop modular programs in conjunction with other department 24QCC Project 2012 Team Qual-IT-yes
  23. 23. Cost of ImplementationCost of LCD - $400Time for Creating Pathway  10hrs x $16 x 1 = $160Time for Creating Trainer Orientation  10hrs x $16 x 1 = $160Time for Creating and Updating Info for the monitor slideshow  6hrs x $16 x 1 = $96 (Creating)  4hrs x 12 months x 16 x 1 = $768 (Updating) 25QCC Project 2012 Team Qual-IT-yes
  24. 24. Cost of Implementation (cont’d)Time for Developing and Reviewing New Programs  140hrs x $16 x 5 = $11,200 (Creating)  22.5hrs x $16 x 5 = $1,800 (Updating)Total= 400 + 160 + 96 + 160 + 96 + 768 + 11,200 + 1,800 = $14,680 26 QCC Project 2012 Team Qual-IT-yes
  25. 25. DO 27QCC Project 2012 Team Qual-IT-yes
  26. 26. SolutionsDevelop a career pathway. 28QCC Project 2012 Team Qual-IT-yes
  27. 27. SolutionsDevelop a standard DIT Student orientation presentation to be used as a mandatory introduction in all trainings 29QCC Project 2012 Team Qual-IT-yes
  28. 28. Solutions Install a new LCD monitor in the reception to display the new programs, upcoming programs, pathways 30 QCC Project 2012 Team Qual-IT-yes
  29. 29. SolutionsNew Programs Developed for 201243 New Programs were developed and offered in 2012.  Course ListOne Modular program offered in partnership with Department of Productivity and Quality. We offered MS Project module in their 7 module Project Management Course. 31QCC Project 2012 Team Qual-IT-yes
  30. 30. CHECK 32QCC Project 2012 Team Qual-IT-yes
  31. 31. Pareto Chart (After Implementation) 33 QCC Project 2012 Team Qual-IT-yes
  32. 32. Results/ Achievements BEFORE AFTER2011 2012Student retention rates : 20% Student retention rates : 51%The revenue from the The revenue from thereturning students : returning students :$185,020.00 $397, 260.00There is an increase of 31%There is an increase of $212,240.00.This huge increase was due to mainly short coursesstudents returning to do TAFE Diploma of IT. 34 QCC Project 2012 Team Qual-IT-yes
  33. 33. Results/ Achievements (cont’d) BEFORE AFTER2011 2012The returning student The returning studentnumbers : numbers :70 249There is an increase of 179 participants. 35 QCC Project 2012 Team Qual-IT-yes
  34. 34. Results/ Achievements (cont’d) BEFORE AFTER2011 2012Returning students revenue Returning students revenuemakes up 19.2% of total makes up 83.2% of totalrevenue of the Suva Centre. revenue of the Suva Centre.= 185,020/962,488.90 x 100 = 397,260/477,688.36 x 100= 19.2% = 83.2%($962,488.90 is DIT Suva Centre’s ($477,688.36 is DIT Suva Centre’sTotal Revenue as per 2011 Annual Total Revenue as at SeptemberCentre Report) 2012 as per DIT Suva Centre September Report) There is an increase of 64%. 36 QCC Project 2012 Team Qual-IT-yes
  35. 35. Results/ Achievements (cont’d) As per the student feedback questionnaires distributed to participants: BEFORE AFTER5% of the students chose information 20% of the students chose informationavailability as the reason for coming availability as the reason for comingback for a training back for a training8% of the students chose career 20% of the students chose careerpathway as the reason for coming back pathway as the reason for coming backfor a training for a training0% of the students chose Class 8% of the students chose Classorientation/introduction as the reason orientation/introduction as the reasonfor enrolling for any other course for enrolling for any other course Detailed questionnaire analysis is here. 37 QCC Project 2012 Team Qual-IT-yes
  36. 36. Actual Courses Conducted58% of the courses conducted as at 30September 2012 are from the new programsdeveloped as a solution to this project. 38 QCC Project 2012 Team Qual-IT-yes
  37. 37. Results - 3 Year Trend As at Particulars 2010 2011 September,2012Total Number of Enrolments 800 750 950Total Number of Students 420 350 490Total Number of One Time 349 378 241StudentsTotal Number of Returning 100 70 249StudentsRetention Rate 24% 20% 51%Returning Student Revenue $ 199,645.00 $ 185,020.00 $ 397,260.00Qual-IT-yes had a target of increasing the student retention rateby 5% by September 2012. There is an increase of 31% in thestudent retention rate as at September 2012. Click here for thedata. 39 QCC Project 2012 Team Qual-IT-yes
  38. 38. Pareto Chart AnalysisBEFORE AFTERDetailed Root cause data analysis and after implementation data analysis is here.  40 QCC Project 2012 Team Qual-IT-yes
  39. 39. Intangible BenefitsTrainers confident with the use of the new slides and the participants are better informedMore time for staff to prepareLCD gives the reception a more modern look 41QCC Project 2012 Team Qual-IT-yes
  40. 40. ACT 42QCC Project 2012 Team Qual-IT-yes
  41. 41. Acts/StandardizationCareer pathway to be available to every participant.Student Orientation Presentation made mandatory for all the trainings offered by DIT. It has been incorporated in the lesson plans of ALL DIT courses. 43QCC Project 2012 Team Qual-IT-yes
  42. 42. ReviewThe content which is displayed in the reception is reviewed weekly to update the information of upcoming programs.The programs developed are also reviewed on an annual basis to maintain the currency of the program to the industry and technology. This is done in the annual DIT Planning week. 44QCC Project 2012 Team Qual-IT-yes
  43. 43. ChallengesMost of the members are trainers so the attendance was a major problem. Members also had difficulty working on the tasks assigned due to classes.QC knowledge was lacking because no refresher training was provided. 45QCC Project 2012 Team Qual-IT-yes
  44. 44. Summary - ROIReturns = Revenue - Expenses = $397,260 – $331,050 = $66,210 ROI = Returns/Investment = 66,210/14,680 = 451.02% 46QCC Project 2012 Team Qual-IT-yes
  45. 45. Achievements SummaryThere was an increase in :Student Retention Rate by 31% in 2012Increase in Returning Students Revenue by $212,240.00Returning Students Enrollments Increased by 179 enrolmentsReturning Students Revenue in relation to Overall Revenue increasedby 64%Overall Student Feedback was positive in 201258% of courses conducted at DIT Suva Centre were new courses.As per the results, the project was a huge success! 47 QCC Project 2012 Team Qual-IT-yes
  46. 46. TestimonialsStudent Testimonial 48QCC Project 2012 Team Qual-IT-yes
  47. 47. Next ProjectNext project to be decided by the team. 49QCC Project 2012 Team Qual-IT-yes