10 Keys for Reenergizing Quality

(Dos and Don’ts)

S. Tom Foster, Jr.4th Annual Summit for Vocational Rehabilitation Program Evaluation and

Quality Assurance Keynote Address

September 2011Tampa, FL

Getting Perspective

• Take a step back…– Where are we as a field?– How can we improve?

Getting Perspective

• Take a step back…– Where are we as a field?– How can we improve?

10. Community

9. Think critically

8. Don’t confuse activity with effectiveness

7. Focus on creative solutions

6. Avoid fads

5. Understand that one size does not fit all

4. Encourage long-term thinking

Vs.

3. Avoid confusion

• acceptance sampling • active data gathering • activity network diagram • affinity diagram • assurance • basic seven (B7) tools of quality • bathtub-shaped hazard function • benchmarking • c chart • capability analysis • catchball • cause and effect diagram • certification audits Audits relating to

registration (e.g., ISO 9000 audits).• check sheets • complaint-recovery • computer-aided design (CAD) • computer-aided inspection (CAI)• computer-aided testing (CAT) • concurrent engineering • consultant audits • Consumer Product Safety Commission

(CPSC) • contingency theory • contract • control charts • criticality • cross-functional teams • customer benefits package (CBP)• customer coproduction • customer-driven quality • customer future needs projection

• customer-relationship management • customer service surveys • Deming prize • design control • design for disassembly • design for maintainability • design for manufacture (DFM) • design for remanufacture • design for reuse • design of experiments (DOE) • development plan • dual sourcing • electronic data interchange (EDI) • empowerment • engineering analysis • enterprise resource planning (ERP) • external validation • facilitation • failure mode, effect, and criticality analysis

(FMECA) • fault tree analysis • financial benchmarking • five Ss • 5w2h • flowcharts • focus group • functional benchmarking • gap analysis • green manufacturing • group technology • hidden factory

• Hoshin planning • individual needs assessment • interference checking • internal assessment • interrelationship digraph • ISO 9000 • job analysis • just-in-time (JIT) • key business factors (KBF) • knowledge-growth • leadership .• life testing • line-stop • lot tolerance percent defective (LTPD) • Malcolm Baldrige National Quality Award (MBNQA) • management by fact • matrix diagram • meeting management • moment of truth • MR chart • multiple skills systems • multi-user-CAD systems • natural work groups • new seven (N7) tools • np chart • off-line experimentation • on-the-job training • operating characteristic (OC) curve • organizational design • organizational learning • orthogonal • p charts• parameter design • Pareto • etc...

What does this table bring to mind?

Quality Management

QualityControl

Quality Assurance

Systems thinking…customer focus

Customer

Outputs Outcomes

Desired States

Finance andInformation

Systems

Closeness toCustomers Culture

OrganizationalLearning andKnowledge

People

Organizational Quality Context

Infrastructure

Processes

Existing States

Gaps

Know your business model

Outputs Outcomes

Desired States

Finance andInformationSystems

Closeness toCustomers

Culture

OrganizationalLearning andKnowledge

People

Organizational Quality Context

Infrastructure

Processes

Existing States

Gaps

Business Model

Quality Management

QualityControl

Quality Assurance

Body of KnowledgeQuality– related StrategicChoices

• acceptance sampling• active data gathering• activitynetwork diagram• affinity diagram• assurance• basic seven(B7) tools of quality• bathtub-shaped hazard function• benchmarking• c chart• capability analysis• catchball• cause and effect diagram• certification audits Audits relating to

registration(e.g., ISO 9000 audits).• checksheets• complaint-recovery• computer-aideddesign (CAD)• computer-aidedinspection (CAI)• computer-aidedtesting (CAT)• concurrent engineering• consultant audits• ConsumerProduct Safety Commission

(CPSC)• contingencytheory• contract• control charts• criticality• cross-functionalteams• customerbenefits package (CBP)• customercoproduction• customer-drivenquality• customerfuture needs projection

• customer-relationshipmanagement• customerservice surveys• Deming prize• design control• design for disassembly• design for maintainability• design for manufacture (DFM)• design for remanufacture• design for reuse• design of experiments (DOE)• developmentplan• dual sourcing• electronic data interchange (EDI)• empowerment• engineering analysis• enterprise resource planning (ERP)• external validation• facilitation• failure mode, effect, and criticality analysis

(FMECA)• fault tree analysis• financial benchmarking• five Ss• 5w2h• flowcharts• focusgroup• functionalbenchmarking• gapanalysis• greenmanufacturing• group technology• hidden factory

• Hoshin planning• individual needs assessment• interference checking• internal assessment• interrelationship digraph• ISO 9000• job analysis• just-in-time (JIT)• key business factors (KBF)• knowledge-growth• leadership .• life testing• line-stop• lot tolerance percent defective (LTPD)• MalcolmBaldrige NationalQuality Award (MBNQA)• management by fact• matrix diagram• meeting management• moment of truth• MRchart• multiple skills systems• multi-user-CAD systems• natural work groups• new seven (N7) tools• np chart• off-line experimentation• on-the-job training• operating characteristic (OC) curve• organizational design• organizational learning• orthogonal• p charts• parameter design• Pareto• etc...

Influence

Q-bok

Business Model

2. Don’t be a bureaucrat

1. Institute leadership

Questions???

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