and Process Improvement Operational Excellence The Future?: …Process Management and Process Improvement

The ISO Perspective ENABLERS SATISFIED CUSTOMERS STRATEGY DRIVERS Quality Systems KEY BUSINESS PROCESSES Product Development Supply Chain Production Order Fulfillment Support Processes SATISFIED CUSTOMERS STRATEGY DRIVERS RESULTS INFLUENCERS Culture

The Process Approach PROCEDURE* EFFECTIVENESS OF PROCESS = Ability to achieve desired results (Focus of ISO 9001:2000 PROCEDURE* (“Specified way to carry out an activity or a process” - may be documented or not) PROCESS Input Output (“Set of interrelated PRODUCT (Includes or interacting activities”) (“Result of a process”) Resources) EFFICIENCY OF PROCESS = Results achieved vs resources used (Focus of ISO/TS 16949:2002) MONITORING AND MEASUREMENT OPPORTUNITIES (Before, during and after the process) * Note – This is the definition of “procedure” given in ISO 9000:2000. This does not necessarily mean one of the 6 “documented procedures” required by ISO 9001:2000

Customer Oriented Processes (COP) Support Processes ISO 9001 PROCESS BASED Requirements Customer Oriented Processes (COP) Support Processes 1. Training and development 2. Information system 3. Maintenance 4. Purchasing 5. Supplier management 6. Facilities 7. Quality Market Analysis / Customer Requirements Bid/Tender Order / Contract Product and Process Design Product and Process Monitoring / Validation Product Production Delivery Warranty / Service Post Sales / Customer Feedback Management Oriented Processes (MOP) 1. Business Planning 2. Business Development

Rod Wells Quality Systems/Operations Process Improvement Workshop Oct. 27-29, 2003 Region Andina Santa Fe de Bogotá Rod Wells Quality Systems/Operations

Tools For Process Improvement Process inputs and outputs map the process as it looks today Identify customer requirements Quality Function Deployment/House of Quality SIPOC Determine process capabilities process capability studies FMEA Describe the work processes process modeling/mapping; future state Select appropriate measurements

Tools For Process Improvement, cont’d Test process capability; improve as necessary Monitor process output Check feedback; improve as necessary root cause analysis Pareto chart Run chart Control chart Ishikawa diagram Scatter diagram Refer to the presentation entitled “Quantitative Process Improvement Tools” for explanations of these options in more detail. Your friendly neighborhood Quality Manager will be glad to help you figure which tools to use when, and how to apply them.