cqia training1 (1)

8/9/2019 CQIA Training1 (1)

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CQIA Training

Marsha Ludwig-Becker

4/1/05321-452-4863

[email protected]
mailto:[email protected]:[email protected]


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Certified Qualit !"#r$%e"e&t 'ss$ciate(CQ!')

* +he CQ!' is a& i&di%idual wh$ has a ,asic

k&$wledge $f ualit t$$ls a&d their uses a&d is

i&%$l%ed i& ualit i"#r$%e"e&t #r$.ects ,ut d$es&$t c$"e fr$" a traditi$&al ualit area


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Certified Qualit !"#r$%e"e&t 'ss$ciate(CQ!')

* euire"e&ts t$ take ea"

+w$ ears w$rk e#erie&ce $r a& '' degree

Me",ershi# i& 'Q $r a&$ther rec$g&ied

#r$fessi$&al tech&ical s$ciet $r registrati$& asa r$fessi$&al 7&gi&eer $r the sig&atures $f tw$

#ers$&s"e",ers $f 'Q $r a&$ther

rec$g&ied #r$fessi$&al s$ciet %erifi&g that

$u are a ualit #ractiti$&er $f the ualitscie&ces

* ass writte& test9 three h$urs 100 "ulti#le ch$ice

uesti$&s $& the B$d $f :&$wledge (B;:)


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CQ!' +rai&i&g ;,.ecti%es

!& this #r$gra" $u will lear& a,$ut9

* Qualit ,asics

*


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Qualit Basics

' Qualit Basics

+er"s C$&ce#ts ri&ci#les1 Qualitdefi&iti$&

2 ste"s a&d #r$cesses

3 +he i"#$rta&ce $f e"#l$ees

4 Qualit #la&&i&g5 >ariati$&

B Be&efits $f Qualit

?$w each stakeh$lder ,e&efits a&d h$w the ,e&efitsdiffer

C Qualit hil$s$#hiesu&dersta&d a&d ,e a,le t$ a##l

1


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* Diege&,au" (1GG1)calls ualit +he t$tal

c$"#$site #r$duct a&d ser%ice characteristics $f

"arketi&g e&gi&eeri&g"a&ufacturi&g a&d

"ai&te&a&ce thr$ugh which the #r$duct a&dser%ice i& use will "eet the e#ectati$&s $f the

cust$"er

* 'Q defi&es as +he t$talit $f features a&dcharacteristics $f a #r$duct that ,ear $& its a,ilit t$

satisf a gi%e& &eed


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:a&$ Belie%es i& ercei%ed Qualit


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;rga&iati$&al Qualit

* 7sta,lish a ualit c$u&cil

* ?a%e ualit #$licies

* ?a%e strateg ualit g$als

* ?a%e res$urces f$r c$&tr$l

* ?a%e "easure"e&ts $f #erf$r"a&ce

* ?a%e ualit audits


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ste"s a&d r$cesses

* r$cess a set $f i&terrelated res$urces a&d acti%ities which

tra&sf$r" iuts with the ai" $f addi&g %alue

Process

Inputs Outputs

' %alue-added

tra&sf$r"ati$&

i&%$l%i&g

#e$#le a&d$ther

res$urces

7a"#les9

!&%$ices

C$"#uter s$ftware

Cli&ical de%ices

C$"#uter chi#Ba&ki&g ser%ice

u,asse",l #r$cess

This is a process!


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+hree +#es $f r$cesses


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' ste"

Systema set of processes integrated together to perform a function


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+he !"#$rta&ce $f 7"#l$ees (C$&tHd)

* Barriers t$ e"#$wer"e&t9

7"#l$ees

K&i$&s (distrust)

Ma&age"e&tlack $f trai&i&g $r i&securit

Middle "a&age"e&t&$t i&%$l%ed lack $f

u&dersta&di&g


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Qualit $f I$rk Life !&itiati%es

* @$, i"#lificati$&9 =arr$w .$, sc$#e less skills highls#ecialied !&di%idual decisi$&-"aki&g is less

* @$, $tati$&9 M$%i&g e"#l$ees a"$&g .$,s i&%$l%i&g differe&tfu&cti$&s $r skills C$&te&t ca& %ar widel Br$ade&

e"#l$eesH u&dersta&di&g $f the c$"#a& e"#l$ee "ust ,ei&cluded i& scheduli&g

* @$, 7&large"e&t9 C$",i&e related .$,s a&d assig& the" t$$&e e"#l$ee Larger .$, with "$re tasks "$re res#$&si,ilit

* @$, 7&rich"e&t9 ?ert,ergs the$r $f satisfiers a&d hgie&efact$rs f$r u&dersta&di&g .$, satisfacti$& a&d #erf$r"a&ce areli&ked here @$,s that are &$t i&teresti&g t$ the #ers$& will ,echa&ged "$re res#$&si,ilit ca& ,e added e%aluati&g the$#i&i$& $f the e"#l$ee "a ,e added


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Qualit la&&i&g

* trategic #la&&i&g sh$uld i&clude9

' %isi$& a&d state"e&t $f #ur#$se f$r the c$"#a&

e%iew #re%i$usl gathered e&%ir$&"e&tal data

C$&sider c$r#$rate stre&gths a&d weak&esses Make assu"#ti$&s a,$ut fact$rs$utside c$"#a&

c$&tr$l

7sta,lish a##r$#riate g$als


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trategic la&&i&g r$cess

Develop the vision

Develop the mission

Develop the guiding principles

Develop broad strategic objectives

Develop the specific tactics


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Qualit la&&i&g

* ut $ur #la&&i&g i& a ualit #la&

:e ter"s9 c$&tr$l #la& critical ualit

characteristics ualit characteristic ualit

#la& ualit #la&&i&g


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Qualit la&&i&g (C$&tHd)

* Cust$"er f$cus t$"a&age"e&t

* Leadershi#

* e$#le i&%$l%e"e&t f$r

decisi$&-"aki&g

* r$cess a##r$ach

* ste" a##r$ach

* C$&ti&ual i"#r$%e"e&t

* Dactual a##r$ach

* Mutuall ,e&eficial

su##lier relati$&shi#s

*Qualit #ri&ci#les,eliefs truths u#$& which $ther

thi&gs are ,ased !; G000 writers issued 7ight (8)

ualit #ri&ci#les9


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la&&i&g9 trateg %s +actical

* trategic g$als cr$ss "a& de#art"e&tsa&d address the e&tire $rga&iati$&7a"#les are9

C$"#a& %isi$&s "issi$& state"e&t

7ffects $f ualit sste"9 !;MBQ='Q-G000

7"erge&ce $f &ew c$"#etit$rs

?ighlights $f &ew #r$ducts tech&$l$gies$r ser%ices

Dield i&tellige&ce $& the c$"#leti$&


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la&&i&g9 trateg %s +actical (C$&tHd)

* +actical g$als are the detailed su, g$als that are

deri%ed fr$" strategic g$als 7a"#les are9

tatus $f cust$"er c$"#lai&ts retur&s warra&t

clai"s esults $f cust$"er sur%es

!&-h$use scra# rew$rk defect rates

u##lier rati&gs deli%eries


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>ariati$&

* +he c$&ce#t $f >ariati$& states that &$ tw$ ite"s will

,e #erfectl ide&tical +his is a fact $f lifeJ e%e&

ide&tical twi&s differ s$"ewhat +he c$&ce#t is

,asicall a #r$,a,ilit c$&ce#t (@ura&/r&a)1GG3

* >ariati$& is a statistical ter"

Histogram with Special Causes


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>ariati$&/>aria,ilit

* Ma&age"e&t wa&ts thi&gs d$&e right ,ut the "ustu&dersta&d %aria,ilit

* +he "ust u&dersta&d the differe&ce ,etwee& ac$""$& cause a&d s#ecial causes

* C$""$& cause is ra&d$" $r , cha&ce a&di&here&t i& a& #r$cess

* #ecial causes are referred t$ as assig&a,le,ecause the cause a l$t $f %ariati$&

* Ihe& i& statistical #r$cessi&g the #r$cess is i&c$&tr$l it will sh$w c$""$& cause %ariati$&J s#ecialcauses "ake it g$ $ut $f c$&tr$l ($"e$&e "ustthe& i&%estigate a&d fi&d what the cause was)@ura&/r&a (1GG3)


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>aria,ilit

25

SPECIFICATION BOXES

1 2 3

60;C733 !3 ;K+3!


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Be&efits $f Qualit t$


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Malc$l" Baldrige =ati$&al Qualit'ward (MB=Q')

* +he Malc$l" Baldrige =ati$&al Qualit 'ward

Criteria f$r erf$r"a&ce 7celle&ce is a g$$d

s$urce f$r ,e&ch"arki&g agai&st t$ see where $ur

c$"#a& is* Questi$&s $& the MB=Q' are &$t i& the CQ!'

ea" ,ut it is s$"ethi&g $u sh$uld k&$w a,$ut as

a te"#late f$r c$&ti&u$us i"#r$%e"e&t

* N$u ca& su,"it a self assess"e&t with$ut e%e&tri&g t$ c$"#ete f$r the award

* M$re i&f$ $& the Baldrige is at

www,aldridge&istg$%/eBaldrige/te#O;&eht"


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+he Baldrige =ati$&al Qualit r$gra"

%he 2''( !)*+, criteria with point values follow-

Numer

Cate!or" Po#nt $alue

1. %eader&'#( 12)

2. Strate!#c Plann#n! *+

3. Cu&tomer and market,ocu&

*+

-. ea&urement&/Anal"&/ and0nowled!eana!ement

)

+. uman e&ourceFocu&

*+

4. Proce&& ana!ement *+

5. Bune&& e&ult& -+)

There are a total of 1000 points


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hil$s$#hies

*


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@ura&Hs +ril$gla&&i&g C$&tr$l a&d !"#r$%e"e&t

C

os

tof

Poo

rQ ua

lity

+ualit

Planning.design/

Time

0essons 0earned

Operations

)

egin

Original 1one

Of +ualit Control

Quality

Improvement

*ew one Of +ualit

Control

('344

2'34

Sporadic Spi#e

Chronic waste


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Cr$s,Hs Aer$


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Element 6.E. 7em#n! 8.. 8uran P. Cro&"

Basic ualit$rie&tati$&

+ech&ical r$cess M$ti%ati$&al

Ihat is ualit =$&faultsste"s

Dit&ess f$r use C$&f$r"a&ce t$reuire"e&ts

Ih$ isres#$&si,le

Ma&age"e&t Ma&age"e&t Ma&age"e&t

!"#$rta&ce $f

cust$"erreuire"e&ts

>er i"#$rta&t >er i"#$rta&t >er i"#$rta&t

$al $f ualit C$&ti&u$us!"#r$%e"e&t

C$&ti&u$us!"#r$%e"e&t

C$&ti&u$us!"#r$%e"e&t

C$"#ari&g


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Element 6.E. 7em#n! 8.. 8uran P. Cro&"

Meth$ds f$rachie%i&g ualit

tatisticalJc$&sta&c $f

#ur#$se

C$st $f ualitJualit tril$g9

#la&&i&g c$&tr$li"#r$%e"e&t

14 #$i&t#r$gra"

Chief ele"e&ts $fi"#le"e&tati$&

14 #$i&t#r$gra"

Breakthr$ugh#r$.ectsJ ualittea"s c$u&cils

14 ste##r$gra"J c$st$f ualit"aturit grid

$le $f trai&i&g >er i"#$rta&tf$r "a&agersa&d e"#l$ees

>er i"#$rta&tf$r "a&agersa&d e"#l$ees

>er i"#$rta&tf$r "a&agersa&d e"#l$ees

C$"#ari&g


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efere&ces

1 @ura& @M (1G88) Jurans Quality Handbook4th ed =ew N$rkMcraw ?ill

2


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efere&ces (C$&tHd)

F $etsch

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