1. QOS QOS Based on FORD’s Quality Operating System 9/19/99
Purdy's Rendering

2. Quality Operating System
External Customer Expectations
Key Internal Processes
Measurables for Key Internal Processes
Trend Measurables
External Performance
Constant Employee Awareness
9/19/99
Purdy's Rendering

3. Quality Operating System
External Customer Expectations
Identify Your Customer:
Immediate; Intermediate; Ultimate;
Determine Their Expectations
Verify & Adjust
Select
Constant Employee Awareness
Predict External Performance
Key Internal Processes
Critique Key Process Performance Trends for Improvement Strategies in Anticipation of Customer Expectations
Processes Basic to Operations / Business & Related to the Customer Expectations
Correlate
Identify
Track
Trend Measurables
Measurables for Key Internal Processes
Maintain Accurate & Timely Data to be Systematically Analyzed for Progress Against Your Goals
Quantifiable Measures that Correlate with the Customer Expectations
9/19/99
Purdy's Rendering

4. Quality Operating System
PRINCIPLES
Gather and Analyze Existing Data into System of Key Processes and Measurable Trends which are Correlated with Customer Expectations and Readily Acted Upon by Management Team
Set of Standardized Management Practices and System Standards which Maximize Performances through a Total Systems Approach
9/19/99
Purdy's Rendering

5. Quality Operating System
PRINCIPLES - Continued
Set of Standardized Tools and Methodologies for Implementing Continuous and Breakthrough Improvements in both Manufacturing and Non-Manufacturing Applications
Establishment of Effective Communication Links between all Participants in the System for Cross Functional Uniformity
9/19/99
Purdy's Rendering

6. Quality Operating System
IMPLEMENTATION STEPS
Promote and/or Present QOS Process
Select Key Processes Related to Customer Satisfaction
Determine “Vital Few” Measurables by Consensus
Assign a Champion for each and Gather Measurable Data
Systematically Review Measurable Trends
Critique and Plan for Future Improvements to Meet Customer Satisfaction
9/19/99
Purdy's Rendering

7. Quality Operating System
MEETING STRUCTURE
Review Prior Meeting’s Action Items
Review Trend Charts and Establish Meeting Agenda
Review Adverse Trends and Using Problem Quantifying Tools Make Assignments to Achieve Improvement and/or Correction
Rotate Meeting Chairperson to Promote Team Ownership
Revalidate Measurables, Quantifiers, and Tools on an Ongoing Basis
Issue Action Items
Keep an Ongoing Log of Lessons Learned and Breakthrough Experiences
9/19/99
Purdy's Rendering

8. Quality Operating System
TYPICAL MEETING BOOK FORMAT
Lessons Learned
Supporting Data
Overview Measurables (Trend Charts)
Prior Meeting Action Items
List of “Vital Few” Measurables
Meeting Dates
9/19/99
Purdy's Rendering