People: Noble Purpose

Transcription

1 People: Noble Purpose the side with the initiative moves and the enemy responds. - Eric Bergerud 2009 CQSDI Dan Mohr March 2009

2 Agenda Quality & Mission Assurance Goal and Strategy - Our VP of Quality & Mission Assurance was here last year - The Quality Transformation Engaging the Customer where they work - Customer Engagement Process and Plan Results and Learning Customer Presence at Raytheon - Warfighter School - Energizing the Factory 2009 Plan 1 April 2009 Page 2

3 Missile Systems Q&MA Transformation Constantly Energize the Organization Through Innovation Netting Q&MA Foster a culture who can realize the benefits of their creativity Infuse technology that creates customer value (design, producibility, mission support) Drive Continuous Enterprise Health Management and Improvement Early Risk Detection/Mitigation Finding the Weak Link (Financial/Technical/Programmatic) Systemic Issue Resolution CMMI Level 5 Improve Supplied Product Value Stream Engage Throughout the Product Lifecycle Grow as a Capture Discriminator Closed Loop Customer Engagement Influence System Design, Development, Production Embedded Mission Assurance Maintain Independence for Customer Advocacy Q&MA Strategic Plan Strong Business Acumen to Achieve Performance Excellence 3X Return to the Business Activity Based Financial Accountability Focus On Talent Management That Drives Business Results Define/Execute Core Responsibilities Professional Development Talent Retention and Acquisition Systems Thinking Our Vision: Q&MA partners to create such confidence in our products and services that customers value RMS as their provider of choice 1 April 2009 Page 3

4 2008 Customer Engagement & Emerging Programs Quality Areas of Emphasis Proposal Development Center Support Q&ME BOE & Proposal Library New Market/International Requirements Research/Reconciliation Win/Loss Analysis From QA/Customer Perspective Process Improvements Emerging Program Quality Up Front Quality Integration Emerging Program Health Metric Increased Program Transition Success Risk/Opportunity Management (MA/QA Perspective) Embedded Mission Assurance Find The Weak Link Q&MA Strategic Plan Strong Business Acumen to Protect Independence EAC Process Enhancements to Drive Accountability Margin Improvement Initiatives Customer Engagement Characterize User Needs Customer Contact Plan - End User - DOD - International Establish a Presence (Direct Feedback Loop) - Battlefield to Raytheon 24/7 Shaping Design Definition With Data Customer Familiarization Training Focus On Talent Acquisition and Professional Development Competency Model Leadership Development Succession Planning Systems Engineering Growth The Quality Value Proposition 1 April 2009 Page 4

5 End Users Want To Talk Quality Customer Engagement Stakeholder Communications In 2008: 19 Planned 36 Done GROWTH!! Customer Contact Plan = Opportunities To Make A Difference 1 April 2009 Page 5

6 Q&ME Customer Engagement Loop 1. Q&ME Customer Engagement (Customer Contact Plan) Feedback Database (600+ Qualitative Data Points) 2. Characterization (Make Sense of the Data) 3. Solution Tracking, Communication, and Closure (Closed Loop Feedback) 1 April 2009 Page 6

7 1 April 2009 Page 7

8 Data Database has 600+ entries today Immediate Action opportunities = 150+ Feedback By Type Customer Satisfaction Product Usage Innovation Capability Need Intelligence 1 April 2009 Page 8

9 What We Have Learned We have learned a wealth of information about the customers perception of us - and you never know where the value will come from (NAS Lemoore) - The customer wants to talk quality Key system discriminators are touch/feel, weight, ease-of-use, and similarity to legacy systems (small learning curve) - The answer is not more training it is in simplicity, user interface, intuitiveness of the equipment - When you design something, you need to design it for use by anyone; e.g., the cook, not just the guy trained to use it Mission Assurance = Capability + Availability - Being at the right place, at the right time, with the right solution - Integrated Service and Support Talking to the customer has provided invaluable insight into capability gaps, innovative ideas, product adaptations, market intelligence 1 April 2009 Page 9

10 Customer Feedback Loop Tool Maturity Level 1 ECD: Complete / Current State After Action Reports (AAR) are documented in MS Word (converted to.pdf for distribution) AAR data is entered into a MS Excel database for analysis Actionable feedback is entered into the automated Customer Feedback Loop tool which enables monitoring of actionee progress Progress and results are communicated via /phone to the customer by the assignee or CE representative What the Feedback Loop does Enables specific targeting of communication groups / actionee Automates tracking of actionable feedback from actionee Provides an automatic escalation process Documents work flow Enables monitoring of actionable feedback progress What the Feedback Loop does not do Immediate access to data Integrate the AAR, database, and feedback loop as a single process/tool Store customer feedback in a single repository (database) Laying the Foundation 1 April 2009 Page 10

11 Customer Feedback Loop Tool Maturity Level 3 ECD: 12/2009 Provides a secure interface for our customers to provide direct product and service feedback Real time battlefield to RMS communication $$ Savings What the Feedback Loop does Customer empowerment Immediate, unfiltered response capability Improved brand image Secure, externally accessible Increased volume of feedback information What it does not do Provide solutions (still requires analysis) 100% automation Battlespace to Raytheon 24 / 7 1 April 2009 Page 11

12 Customer Presence at Raytheon 1 April 2009 Page 12

13 Customer Presence at Raytheon Mission Assurance Awards - Outstanding Job Performance SM-3 Satellite Shot Warfighter School Factory Presence Special Events 1 April 2009 Page 13

14 Looking Forward Quality in Business Growth Engage Systems Program Office (SPO) for feedback on quality perspective Continue to engage users of our products for quality feedback - build brand image - Domestic + International CCP - Customer List (vital data) - Explore further, understand, seek to validate - Battle Rhythm + Metric that enables closed loop deployment on 100% Immediate Action opportunities Grow our presence - embed activity into our way of doing business (IPDS) Feedback Loop Tool - Deploy Maturity Level 3 - Hold stakeholder alignment activity Communications - more, more, more 2009 Customer Contact Plan Mature Feedback Loop Tool 2009 Goal: Capture the SPO Perspective 1 April 2009 Page 14