Solutions for Quality

Quality Improvement Starts Here.....

2009-12-09T18:31:00.020-05:00

As I proposed in the first post, company X is asking you for help to improve, but where do you start?

Let's ask this question... In terms of improvement, what does company X need?
Could it be improving customer satisfaction - for example, quality, on-time delivery ?
May be it has something to do with cost reduction?
May be the customer wants lower prices?

Typical solutions might include:
Customer dissatisfaction: give more coupons / deals
Profit margins not there: lay-off employees
Competition / Customer wants lower prices: Use cheaper materials / less qualified workforce

This rush into taking action for a "quick fix" may backfire. Giving discount and coupons to quiet customers about quality may temporarily satisfy the customer but would likely reduce the profit margin. Cutting staff without studying long term effects would also affect quality and customer satisfaction.

The first step for any improvement initiatives should always be evaluating the status quo using meaningful measures. When we do this we should keep in mind the costs of nonconformance and modes of waste. Costs of nonconformance are related to costs incurred as a result of customer's negative reaction (bad experience) with the company's product or service. They can also be internally generated for various reasons but related to inadequate processes.

Can you think of examples?

Six Sigma - Tollgates?

2009-09-09T09:33:00.006-04:00

Six Sigma is a disciplined method that works in phases. A Six Sigma Black Belt (BB) learns that he/she must complete a phase before going to the next. The phases in order are: Define, Measure, Analyze, Improve, and Control (also known as DMAIC). To ensure that a BB does not go from one phase to the next prematurely, checkpoints (tollgates) are set up. These tollgates might be a number of questions (checklist items) that the Master Black Belt (MBB) or Champion goes through with the BB to ensure satisfaction with the phase. Once completed, the BB can move to the next phase.

After leading and coaching many Six Sigma projects, I found it more natural to go back and fourth between phases. For example, I found myself making a number of iterations among phases (Measure==>Analyze==>Improve==>Measure... and so on). Once the process is improved and measured to meet established goals, it can then move to the Control phase. Feedback to the Define should be open after evaluating process control.

In addition to measuring improvements using appropriate metrics, the real test of success is sustaining such improvements over time.

What is your experience?

Quality Steps

2009-06-16T20:46:00.005-04:00

I am always amazed with all the acronyms, abbreviations, and buzz words used in the world of quality. There are always new twists on how we should manage for quality. I just started reading an article in Quality Progress (June 2009) that mentions a new method for Six Sigma called 6TOC (pronounced "six tock"). This method combines Lean Six Sigma with theory of constraints. Who knows what's next on the Quality menu.

Moreover, debates are going on over which method or system should be implemented; ISO 9001, Baldrige criteria, TQM concepts, Lean, Six Sigma, and now may be 6TOC. Another debate might be which comes first, Lean or Six Sigma, ISO 9001 or TQM, among others.

This blog is about simplifying the concepts of management for quality. I know that many quality professionals like the sounds of the quality lingo. I also know that packaging quality concepts differently, particularly when combined with software, is attractive and makes one wants to buy and quickly implement the contents, as seen in the demo.

My proposition for this blog is build a case for simplicity. In the process, I am hoping that we deal with questions like:

Who cares about the acronyms?
Do we have to implement a known method to feel good about ourselves?
What are the first few things we should make sure we have?
How do we measure performance for excellence?
Who comes first, the employee or the customer?
Do we need interim goals? If so, how are they set?
Can we use PDCA instead of DMAIC and get the same results?

To start off, let's say you were asked to help Company X achieve performance excellence, what would you do first?