quest for quality assignment project name
DESCRIPTION
Quest for Quality Assignment Project Name. Prepared by: Date: (Questions? [email protected]). Your assignment is due at the beginning of Module 3 (please bring 3 hard copies and soft copy on a CD or USB drive). Process Map - Level 1. - PowerPoint PPT PresentationTRANSCRIPT
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Quest for Quality Assignment
Project Name
Prepared by: Date:
(Questions? [email protected])(Questions? [email protected])
Your assignment is due at the beginning of Module 3 (please bring 3 hard copies and soft copy on a CD or USB drive)
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Process Map - Level 1
•Can hand-draw the maps or use PowerPoint, Word, Visio etc.
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Process Map - Level 2
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Process Map - Level 3
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Stakeholders
Stakeholder Requirement How Identified
•What the stakeholder requires OF the process (not, what THEY are required to do)
•What you need to meet or exceed (Definition of Quality)
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Stakeholder MetricsResults
Metric Type
• The requirements that you identified on the previous page must now be tracked
• These metrics should link to the requirements on the previous page
• The Type of metric can be: cost, accuracy, satisfaction, timeliness, volume etc.
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Display 1
• Once you have collected your data/metrics, take that data and display it in the form of two charts.
• You can display two different metrics for each of the two display methods (i.e., one method for one set of data and another for a different set of data)
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Display 2
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Data Analysis / Problem Statement
• This is where you will provide your analysis of the data you collected to quantify the problem or gap you want to close. Use quantified statements
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Alignment with Organizational Objectives
• Discuss how closing the gaps identified on the previous page are aligned with your organization's goals/ objectives for the year
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Project Mission Statement
• The project mission statement outlines the specific gap you want to close and the quantified improvement target you want to achieve. (SMART)
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Quest for Quality AssignmentEXAMPLE
Fabric Based Domestic Engineering
Cleansing Process(a.k.a. Laundry)
Prepared by:
Date: November 18, 2007
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Level 1
DeliverLaundry
FoldLaundry
Wash & DryLaundry
SortLaundry
GatherLaundry
Fabric Based Domestic Engineering Cleansing Process
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Level 2
Customer(child)
ComplainingNo cleanclothes
Pick-UpService
Gather Clothes
(under bed)
Sorting
Receiving
Wash & Dry
Delivery
Folding
ReceivesVery DirtyClothes
Sends to Sorting
Sends toWash/Dry
SortsLaundry
Wash/DrySends toFolding
FoldsLaundry
Sends toDelivery
Clean?
yes
Wearsclothes
no
Fabric Based Domestic Engineering Cleansing Process
Delivers toCustomer
Puts clothesin closet/drawers
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Process Map - Level 3
End
End
End
Sorting ReceivesDirty Laundry
Place in PreSoak Hamper
Empties Hamper
SeparateBleachables
Send to Wash/Dry
IdentifyPre-Soaks
IdentifyBleachables
SeparatePre-Soaks
Pre-Soak?
Bleach? Place in PreSoak Hamper
Y
Y
N
N
ReceivingSends to Sorting
Fabric Based Domestic Engineering Cleansing Process
EndPlace in
D HamperIdentify
Dark WashingSeparate
Dark washingDarks?
Y Send to Wash/Dry
Send to Wash/Dry
Send to Wash/Dry
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Stakeholders
Stakeholder Requirement How Identified
Constant supply of clean, originalColour, odour free clothes
Face-to-Face meeting with auditory and visual input (deep gasping sighsand major eye rolling)Auditory input (“Oh yuk – that’s gross!)
Customer(child)
Receiving
Sorting
Pick-UpService
Dirty clothes deposited throughoutthe house.
Collected via face to face interview
Dirty clothes delivered to receivingArea in a reasonable time
Via focus group
Dirty clothes ready to be sorted inA timely manner
Via quarterly survey
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Stakeholders
Stakeholder Requirement How Identified
Face-to-Face meeting with Washing department
Washed clothing delivered in aTimely manner
Panel discussion was facilitated
Folded clothing delivered in aTimely manner As per organization legislature
Wash & Dry
Folding
Delivery
Sorted Dirty clothes in individual hampers
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Stakeholder Metrics
ResultsMetric Type
(date) (date) (date) (date)
Turn around time to getClean clothes
Time-liness
January March May July
8 hrs. 36 hrs. 12 hrs. 72 hrs.
Clean clothes, originalcolour
Accuracy93% 72% 90% 63%
# of hampers/loads of laundryVolume 8 12 7 18
Eye rolling & gasping sighsCustomerSat.
5 11 2 16
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Display 1Customer Satisfacdtion
0
24
68
1012
1416
18
Jan Mar May July
Months
# o
f C
om
pla
ints
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Display 2
.
Reasons for Customer Complaints
0102030405060708090
100
Pink Skivies Too Soft Late Delivery Missing Socks InsufficientWrinkles
Wrong Laundry MismatchedSocks
# of
Com
plai
nts
45
66
84
100
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Data Analysis / Problem Statement
• The number of complaints has increased 700% (to 16 complaints in July) in recent months
• Only 63% of clothes are coming out of the process with their original colour.– 45% OF CUSTOMER COMPLAINTS ARE FOR
PINK SKIVIES• The turnaround time for clean clothes has
increased to 76 hours in recent months. This is well above our goal of 24 hour turnaround.
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Alignment with Business Objectives
• It is the goal of the Domestic Engineering department to provide the client (child) with clean clothes, and all (100%) the original colours within a 24 hour period.
• One of our household objective is to have happy family members with good self esteem.
• Closing the gap will address both of these household goal.
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Project Mission Statement
4 examples of SMART Project Mission Statements:
• To reduce the number of customer complaints from 16 to 2 by January, 2009.
• To increase the % of clothing coming out of the process with their original colour from 63% to 95% by the end of March 2009.
• To reduce the number of complaints from 16 in July to 2 by September 2009.
• Reduce the turnaround time for clean clothes from 76 hours to 24 hours by October 2009.