1. QS 702 Summer 2004 Clark Halfrey, Larry Roman, Mark Chandler, Jim Bossert, Glenn Gee, Timothy Chow, Roger Newhouse, & Garret Kaess

2. Table of Contents Introduction Tool 29 Summary Tool 30 Summary Tool 31 Summary Tool 32 Summary Tool 33 Summary Tool 34 Summary Findings and Analysis

3. Introduction The course purpose is to learn to apply various toolkits from the Industrial Technologist’s Toolkit numbers 29 to 34. The various tools are traditionally from the manufacturing sector and will be applied in a service environment. The teams will learn to operate in a virtual environment.

4. Quality Systems The teams have the opportunity to link the various Quality Management Systems (ISO 9001:2000, ISO/ TS 16949:2002, etc.) clauses to assignment sections The teams will learn to use a standardized project management structure for reading assignments (RCA), self-assessments (SDA), and improvements (optional SDAs)

5. Project Summary Two forms will be simplified: –FMEAs –OPCPs

6. Methodology The source material for the course: –Sinn, J. (2002). The Industrial Technologist Toolkit for Technical Management. Bowling Green, OH: Bowling Green State University. Communications via: –Emails –On-line biweekly chat sessions –Discussion board postings

7. Tool 29 Summary ISO 9001:2000, ISO/ TS 16949:2002, ISO 14001, and Baldrige are introduced Auditing as a vital function of quality systems is emphasized Kaizen, Six Sigma, and Lean principles are reviewed

8. Tool 30 Summary Change is a factor for the service environment Communications is the key to success involving: listening skills, feedback, and presentation skills. Teams produce results when problem solving is focused on the goals

9. Tool 31 Summary Problem solving incorporates a variety of tools including: Global 8D, work analysis, and lean tools FMEA and work flow help the Industrial Technologist improve flow in a process On-Going Process Control Plans (OPCP) helps the teams sustain the gains made

10. Tool 32 Summary Basic tools of quality were introduced Statistics as part of data driven decision making Control charts, attribute and variable were reviewed Emphasized process capability measures Metrology needs to be considered for the measurement system

11. Tool 33 Summary These are the support functions for the service sector: –E-commerce concepts –Information technology –Total productive maintenance –Troubleshooting fundamental –Safety These functions are serviced by the Industrial Technologist, too.

12. Tool 34 Summary An introduction to the changing world of the supervisor Some needs: –People skills –Motivational skills –Consensus building –Computer literacy Discipline needed in the workplace

13. Summary First phase concerns: –A need by the team to enter into the performing phase quickly –producing reports in a short time frame –Have constant communications by team members –Concern over introduction of new member, which can be disruptive

14. Summary (continued) The team moved to performing quite easily Reports were produced on time Regular chat sessions and some phone line used for communications Assimilated the new member into the team flawless

15. Findings and Analysis (1) Finding: Several members expressed concern that ISO 9000 is not required of many service companies. Analysis: –the investment in a QMS is too much –some have Baldrige, TQM, or balanced scorecard applications

16. Findings and Analysis (2) Finding: The various RCA and SDA forms are complicated Analysis: Due to time constraints, it was decided to simplify 2 forms: FMEAs and OPCPs.

17. Findings and Analysis (3) Finding: The write-up of the tools have a manufacturing viewpoint. This course was based on usage for the service sector. Analysis: The tools should include more service sector applications. The FMEA and OPCP tools to be simplified by the team should be more service-oriented.

18. Final Conclusions The course purpose is to learn to apply various toolkits from the Industrial Technologist’s Toolkit numbers 29 to 34. –Accomplished (6/24/04) The various tools are traditionally from the manufacturing sector and will be applied in a service environment. –Accomplished (6/24/04) The teams will learn to operate in a virtual environment. –Accomplished (6/24/04)

19. Final Conclusions (2) The teams have the opportunity to link the various Quality Management Systems (ISO 9001:2000, ISO/ TS 16949:2002, etc.) clauses to assignment sections –Accomplished (6/24/04) The teams will learn to use a standardized project management structure for reading assignments (RCA), self-assessments (SDA), and improvements (optional SDAs) –Accomplished (6/24/04)