PQL EXAM 3
Process for CI
1. Identify an opportunity for improvement 2. Actions to improve it 3. Follow up and make sure it happens 4. Repeat
quality management systems
A system that helps managers improve a business's performance by providing quality products and services
ISO9000
Based on a system (since 1985) implemented in the automotive industry and a set of standards for quality mgt
IF GOAL WAS NOT MET
Begin cycle again
cookies example
COOKIES EXAMPLE PLAN: Identify potential factors that impact fluffiness Cause and effect diagram
containment for non-conformances
Check to see if there's other errors and not just one Go beyond just throwing something away Have somebody check
Toyota Principle #9
Grow leaders who understand the work, live the philosophy and teach it to others
pql principle
Grow leaders who understand the work, live the philosophy, and teach it to others
why have systems in place?
Have a systems in place to continually ensure good quality
- Identify & document problems / opportunities
Jot ideas down day one. If you do not write it down you will forget about it. capturing ideas Pick something and fix It.
How does speeding up a process allow for continuous improvement
Management should clearly relay out the work to ensure there is less downtime and not have to pay someone else to do the same task
What is PDCA
Plan, Do, Check, Act four-step management method used for the control and continuous improvement
Benefits of QMS
Reduce downtime: won't have unqualified people on machines Trace back to "bad batch" Internal quality audits Trace back where defects are (non-conformance) Increase revenue Better quality more customers Public image of the company
benefits of QMS
Reduced costs and Increased revenue
notes about the process
Try hard to keep it organized Developed a process to keep it organized Change process and make the mistake unlikely Create a system that makes the outcome natural Have the process to help them focus on important tasks Have a process for continuous improvement
Live philosophy
Use it or lose it Start small Make it a habit
What is PDCA used for
Used for shorter and quick continuous improvements an iterative tool. 4 steps should repeated until the goal has been achieved
example in healthcare
giving someone wrong medication, but to containment would be to make sure you do not find any additional non-conformances
every organization is either
green and growing or ripe and rotting
When you identify a non-conformances you must
have a process in place to identify any others
what drives CI
leader standard work
two types of non-compliance
major an minor
major
no evidence that there is a system in place, if they can't find it then there's no evidence
hierarchy of authority
one organization to oversee everything to ensure quality
What is a meta-skill?
A piece of knowledge that can be applied anywhere
Journal/Record/Log/"whatever"
- Identify & document problems / opportunities - Document actions & the dates - Accountability
Creating a PROCESS for driving Continuous Improvement
1. Keep it simple 2. How would you make it visual? (a whiteboard, computer dashboard, etc.) 3. How would you ID what needs to improve? 4. How would you track what actions are ongoing?• How would you track if improvement is made? 5. What, specifically, would you do? (meet in office, go to Gemba, etc.) 6. How often would you do it? 7. Who would be involved
things to consider when developing a process for CI
1. Needs a frequency 2. list ways to identify things needed to be 3. What are we gonna do about 4. Are we actually implementing an impact ID what needs improved Action items to track Follow up to see if improvement was made Keep it simple How would you make it visual? (whiteboard, computer dashboard) What, specifically would you do? (meet in office, go to gemba) How often would you do it? Who would be involved?
You can't do it alone
1. The objective is to create a culture where everyone is involved in continually improving your business processes.
JIT training
1. Training people WHEN they need it, not if ahead of time. 2. Learn it and then apply; understand in context 3. Verify accuracy of understanding 4. Productivity - accomplish while learning -"never let a good disaster go to waste" - people do things differently - Do not wonder around looking for waste -Pick a process that needs improving People want to improve
Quality management principles
1. customer focus 2. leadership 3. involvement of people 4. process approach 5. system approach to management 6. continual improvement 7. factual approach to decision making
Amazon example Training Matrix:
2 hour delivery: Identifies critical roles that require extra training Powered industrial trucks Deli training in Fresh Problem solving Utilized a training matrix Need to see associates with critical roles training and are schedule Internal quality audits: assess quality of systems
what are the core requirements
22-23 requirements if followed - result is good quality
Corrective and preventive action
7 step methodology Root cause analysis - put in a corrective action to make sure it doesn't happen again
Process could be:
Daily Weekly Biweekly Monthly Quarterly Semesterly Annually
Do
Define goal AND how to measure success
Plan
Define goal AND how to measure success
DMAIC
Define, Measure, Analyze, Improve, Control
PQL the big picture:
Identifying value for customers and developing processes to deliver that value with the lowest process waste and cost
use it or lose it
If you don't start using your skill right away you will lose it.
Accountability
If you have a process accountability becomes easy
More PDCA Notes
PLAN: define goal and how to measure success DO: Implement plan and test ONE change CHECK: Measure to see if it helped and observe other changes The dependent variable Did it change anything else Change one variable at a time to see what caused it and make sure no other bad things are causing it ACT: Take action based on what you learned Try again if didn't work If did work, sustain improvement by change the process
Why isnt profit increasing?
People loose sight of the necessary mentality to make improvements--- they deal with same problems every time instead of constantly seeking to improve something
Product identification and traceability:
Product is identified and traceable if need be
training
Specific guidelines to ensure you train people accurately Identify the "what do we need to know" Identify the "how to know who is qualified" - Have a procedure in place - A system to identify who is qualified - Someone with process knowledge that the training was effective What do we need to know How do we know who is qualified
Starbucks example
Speed up process Changes in their process: goal to face the customer more Eliminated hand motion when pouring flavored syrups
How do these 20 requirements all apply to different industries?
Standard is the same but HOW you implement the process is different
Amazon examples
Standardization Sprints Feedback Boards
- Document actions & the dates
Story to tell • Lessons learned
internal quality audits
To assess the effectiveness quality systems Identify an audit team, Have an audit schedule: compliance to the 20 something requirements.... your own compliance to your own procedures To drive improvement when problems occur
process control
To monitor and control a process so that the quality of the output/product improves. critical to customer because checked more often
why trace your product
To provided quality
How does tracing work?
Trace things by its serial number or stamp or QR code, tagging Goal is to trace back to raw material store and then as well as where the final product ended up
Before you can Lead a Continuous Improvement Culture
YOU must have a PROCESS that can be sustained
teach it to others
You can't do it alone JIT training
what is an audit
assess the effectiveness of quality systems
Audits do not
evaluate the person but the system
If you continue to have non-compliance you
can loose your certification
Create a culture where everyone is involved to
continually improving your business process
dmaic defined
defined beside
Desired outcomes are achieved by
designing processes so that the natural outcome is lower cost and better quality on a consistent basis.
having a system_________ improve quality
does not always
VT INN example
eliminate waste - motion, walking, redoing something Motion: movement of glasses Walking: unnecessary amounts Reduced the amount of times that you had to scrape food off plate
Renewal Requirements
re-evaluates to ensure the quality and systems are up-to-date
minor
some small issues, some holes, you have a system in place but there is a problem with evidence
if errors occur
systems requires you to put in corrective action
Act
take action based on what you learned. Incorporate new knowledge to test another change ( one different variable). Begin cycle again
How to get certified
the external auditor looks at your quality systems
It is not about working faster or harder (to improve productivity) or trying not to make mistakes (to achieve better quality), it is about
the system
Check
use metric, evaluate affect of change on dependent variable and observe other factors. Identify what you learn