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