1. The Concept of Two Processes I. The Production Process: The way we produce output. II. The Improvement Process: The way we change process number 1. “People must be given time to work on the process, not just in the process.” R. Reid

2. Lack of Common Language TOP MANAGEMENT MIDDLE MANAGEMENT HOURLY WORKERS “How many units did I produce?” “What is my return on investment?” “How many overtime hours did we work this week?” Juran’s Pyramid of Power One of the causes of the lack of two-way communication is that managers and workers do not share a common language. The language of quality is successfully being used in many organizations to develop meaningful two-way communication.

3. Future State TOP MANAGEMENT MIDDLE MANAGEMENT HOURLY WORKERS A common language: “What is the level of quality?” Open Honest Two-Way Communication

4. FOCUS-PDCA Find a Process to improve Organize a Team That Knows the Process Clarify Current Knowledge of the Process* Understand Sources of Process Variation* Select the Process Improvement -To hold gain - To continue improvement - Improvement - Data collection Data for process Improvement: Customer view Worker view Lessons learned Improvement Data collection Data analysis ACT CHECK DO PLAN * P A D C