LECTURE 12: CONTINUOUS QUALITY IMPROVEMENT 1 INSE 6300: Quality Assurance in Supply Chain Management
TWO KEY THEMES Managing g Quality Improvement Teams and Projects Continuous quality improvement 2
ROUTINE VS KNOWLEDGE WORK 3
WHY EMPLOYEES ENJOY TEAMS? Mutuality Recognition i for personal achievement Belonging Bounded power Creative autonomy 4
LEADING TEAMS FOR QUALITY IMPROVEMENT Employee empowerment and involvement Clear authority and accountability Participation in planning at all levels Adequate communication and information for decision making Responsibility with authority Flattening hierarchies for improved effectiveness Well defined Team leader and Team s roles and responsibilities 5
LEADERSHIP 6
TEAM ROLES AND RESPONSIBILITIES 7
TEAM DEVELOPMENT 8
TEAM RULES 9
TYPES OF TEAMS 10
TECHNOLOGY AND TEAMS 11
VIRTUAL TEAMS Virtual teams are teams that rarely or never physically meet, except in electronic meetings using group decision software. 12
IMPLEMENTING TEAMS Team building Meeting management Parking lot Conflict resolution 13
MODES OF CONFLICT BEHAVIOR 14
SAVING QUALITY TEAMS FROM FAILURE 15
MANAGING AND CONTROLLING PROJECTS Qualifying projects Cost benefits (CBA) 16
EXAMPLE: COST BENEFIT ANALYSIS 17
PROJECT CHARTERS 18
FORCE FIELD ANALYSIS A useful tool for planning projects Steps List all forces for change in the first column and all forces against change in the third column. Assign a score for each force, where 1 = weak and 5 = very strong Sum the forces for and against the change and draw a diagram showing the forces. 19
FORCE FIELD ANALYSIS 20
WORK BREAKDOWN STRUCTURE (WBS) Steps Identifying precedence relationships Identifying outcome measures Identifying i task times 21
WORK BREAKDOWN STRUCTURE (WBS) 22
WORK BREAKDOWN STRUCTURE (WBS) 23
ACTIVITY NETWORK DIAGRAMS (AND) Steps in developing an Activity Network Diagram (PERT Chart) 1. Using the inputs from a tree diagram, list all tasks to be performed in the project. 2. Determine task times. 3. Determine the precedence relationships between the tasks; i.e. indicate which tasks depend on the completion of other tasks in the process. 4. Draw the network diagram. 5. Compute early start and early finish times by working from left to right in the next work. These are the earliest times that individual tasks can be started and finished. 6. Compute late start and late finish times by moving from right to left in the network. These times are the latest times that tasks can possibly be started t or finished. i 7. Compute slack times and determine the critical path. The critical path links activities with zero slack. Slack time = late start early start 24
EXAMPLE: ACTIVITY NETWORK DIAGRAM 25
EXAMPLE: ACTIVITY NETWORK DIAGRAM Step 1: Develop tree diagram listing all the tasks 26
EXAMPLE: ACTIVITY NETWORK DIAGRAM Step 2 & 3: Determine task times and precedence relationships 27
EXAMPLE: ACTIVITY NETWORK DIAGRAM 28 Step 4: Determine the network diagram
EXAMPLE: ACTIVITY NETWORK DIAGRAM 29 Step 5: Compute early start and finish times
EXAMPLE: ACTIVITY NETWORK DIAGRAM 30 Step 5: Compute late start and finish times
EXAMPLE: ACTIVITY NETWORK DIAGRAM Step 7: Compute slack times and critical path 31
MANAGING MULTIPLE PROJECTS 32 Implementation should be coordinated
MANAGING MULTIPLE PROJECTS 33
CONTINUOUS QUALITY IMPROVEMENT Building blocks for the system of quality improvement 34
THE THREE SPHERES OF QUALITY Quality Management Quality Control Quality Assurance 35
ALIGNMENT BETWEEN QUALITY SYSTEM AND STRATEGY Ford s timeline Mass Production Competitive Quality Global Goba Economy o Niche markets/acquisitions Back to basics vision Internal Validation vs External Validation 36
INTERNALLY VALIDATING THE QUALITY SYSTEM Documenting and assessing the quality system 37
CONTINUOUS IMPROVEMENT: TRAINING Training needs analysis Training program design Hierarchical Training needs Organizational training model 38
ORGANIZATIONAL TRAINING 39
TRAINING TOPICS 40
EFFECTIVELY PLANNING QUALITY TRAINING Evaluating training The learning effect Pay-for-learning programs Knowledge growth Multiple skills 41
TRAINING TOOLS Multiple programs Cross training Internet/Intranet Computer based training and CD ROM Distance Learning Electronic Performance Support Systems (EPSS) Multimedia Other 42
UNDERSTANDING PROCESS FLOWS Tools: Flowcharts, Process Maps, Value Stream Maps Essential to identify waste and redundancies A flow indicates the direction of a process from one action to another 43
UNDERSTANDING WORK FLOWS Tool: Workflow diagrams 44
AUDITING An auditing standard is a measurement of performance or a criterion establishing professional authority and consent. Quality audit process is a stepwise process Types of audits Operational Performance Supplier, Certification, Award, Consultant, Presidential, Qualitative 45
QUALITY AUDITS Quantitative and Qualitative audits 46
QUALITY AUDITS IN ACTION Quality Maturity Analysis 47
SELF-ASSESSMENT PROCESS 48
EXTERNALLY VALIDATING THE QUALITY SYSTEM State quality awards Malcolm Baldrige criteria Leadership Strategic planning Customer and market focus Measurement, analysis and knowledge management Human resource focus Process management 49