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  • Slide 1
  • Slide 2
  • Why is it desirable Cars Cars Cars 2 Cars 2 What does quality mean in your organisation?
  • Slide 3
  • Write on post it notes what quality measures are in place.
  • Slide 4
  • Control looks at final product Assurance looks at the process, can head of potential problems
  • Slide 5
  • A company wide, proactive effort to improve quality.
  • Slide 6
  • Think of a process, task, product that you feel has difficulties or could be improved. Write a one sentence outline of the problem (timer 2 mins). Map out a process (Identifying internal and external customers) (10 mins) Timer Timer
  • Slide 7
  • In small groups explain the process from your flow diagram and ask your colleagues to help you identify problems (7 mins per process) Problems can be small or large
  • Slide 8
  • Ishikawas Fishbone diagram can help identify various inputs to the process.
  • Slide 9
  • Slide 10
  • In small groups, choose one problem and work collectively on producing a fishbone diagram. (15 mins)
  • Slide 11
  • Think of a quality problem in a process that you use every day. Write a statement or brief explanation of what this process does Create a flow chart of the process Write down the problems with the process Investigate potential causes (fishbone)
  • Slide 12
  • Gather data on the defects Pareto chart
  • Slide 13
  • Review past data (run chart)
  • Slide 14
  • Apply a new fishbone which is very specific to a targeted area.
  • Slide 15
  • Control Chart Calculate the mean (the accepted norm) Add it to the run chart to track when things become out of control. Test the suspected problem
  • Slide 16
  • Considering complex information Giving a relevant cogent response in appropriate language Adapting contributions in discussions to suit audience, purpose and situation Making significant contributions to discussion, taking a range of roles Helping to move discussion forward.
  • Slide 17
  • Guest Speaker to go through case study of Lean Sigma Points to discuss It is a useful tool for quality improvement? Would it be useful in your organisations? What areas in your organisation do you think it would have greatest impact? Would your managers buy into it? Is it important for all orgs to listen to the voice of the customer? Are customer requirements sought or assumed? Do you know how to measure the costs of poor quality and does the organisation?
  • Slide 18
  • Slide 19
  • ISO Covers all area of business Facilities People Training Services Equipment ISO Case studies IiP How do the above compare to a TQM
  • Slide 20
  • Benchmarking is used to measure performance using a specific indicator (cost per unit of measure, productivity per unit of measure, cycle time of x per unit of measure or defects per unit of measure) resulting in a metric of performance that is then compared to others Death Rates Death Rates Minimum Levels of Performance
  • Slide 21
  • Slide 22
  • Keep a track of short comings Sergesketter developed an initial checklist He counted defects and took measures to reduce them Measure improvements once he became aware of the defects
  • Slide 23
  • On time for meetings, Answer phone in two rings Return phone calls same or next day Respond to letters in five business days Clean desk Credenza: only same day paper Never need a haircut Shoes always shined Clothes always pressed Weight below 190 pounds Exercise at least three times a week.
  • Slide 24
  • Waste Reducers (on time to meetings) Activity-expanding activities (talk to all individuals in the team once a week) Balance your list if in doubt start with more waste reducers.
  • Slide 25
  • a basic document of what you are planning to accomplish and when: provides written credibility to the entire process is a visible sign of management support and commitment Updated regularly to indicate what you are doing, how you are doing, and plan to do in the future. It is not a one time event
  • Slide 26
  • NHS Education Police
  • Slide 27
  • Critically assess The easiest way is to make 2 columns, the good and the bad. Then try to prove how the good could be bad and the bad could be good and make an over-all judgement on which is the more critical point, avoiding the bad or trying to fix the good.