Quest for Quality Assignment
Project Name
Prepared by:
Date:
(Questions? adam@excellence.ca)
Your assignment is due at the beginning of Module 3 (please bring 3 hard copies and soft copy on a CD or USB drive)
Process Map - Level 1
•Can hand-draw the maps or use PowerPoint, Word, Visio etc.
2
Process Map - Level 2
3
Process Map - Level 3
4
Stakeholders
Stakeholder
Requirement
How Identified
•What the stakeholder requires OF the process (not, what THEY are required to do)
•What you need to meet or exceed (Definition of Quality)
5
Stakeholder Metrics
Metric
Results
Type
•
The requirements that you identified on the previous page must now be tracked
•
These metrics should link to the requirements on the previous page
•
The Type of metric can be: cost, accuracy, satisfaction, timeliness, volume etc.
6
Display 1
•
Once you have collected your data/metrics, take that data and display it in the form of two charts.
•
You can display two different metrics for each of the two display methods (i.e., one method for one
set of data and another for a different set of data)
7
Display 2
8
Data Analysis / Problem Statement
•
This is where you will provide your analysis of the data you collected to quantify the problem or gap you want to close. Use
quantified statements
9
Alignment with Organizational Objectives
•
Discuss how closing the gaps identified on the previous page are aligned with your organization's goals/
objectives for the year
10
Project Mission Statement
•
The project mission statement outlines the specific gap you want to close and the quantified
improvement target you want to achieve. (SMART)
11
Quest for Quality Assignment
EXAMPLE
Fabric Based
Domestic Engineering
Cleansing Process
(a.k.a. Laundry)
Prepared by:
Date: November 18, 2007
Level 1
Fabric Based Domestic Engineering Cleansing Process
Gather
Laundry
Sort
Laundry
Wash & Dry
Laundry
Fold
Laundry
13
Deliver
Laundry
Level 2
Fabric Based Domestic Engineering Cleansing Process
Customer
(child)
Complaining
No clean
clothes
Pick-Up
Service
Gather
Clothes
(under bed)
Receiving
Receives
Very Dirty
Clothes
Sorting
Wears
clothes
Sends to
Sorting
Sorts
Laundry
Sends to
Wash/Dry
yes
Wash &
Dry
Wash/Dry
Clean?
Sends to
Folding
no
Folds
Laundry
Folding
Sends to
Delivery
Delivery
Delivers to
Customer
14
Puts clothes
in closet
/drawers
Process Map - Level 3
Fabric Based Domestic Engineering Cleansing Process
Receiving
Sorting
Sends to
Sorting
Receives
Dirty Laundry
Empties
Hamper
Darks?
Pre-Soak?
Y
Identify
Dark Washing
Separate
Dark washing
Place in
D Hamper
Send to
Wash/Dry
End
Y
Identify
Pre-Soaks
Separate
Pre-Soaks
Place in Pre
Soak Hamper
Send to
Wash/Dry
End
Identify
Bleachables
Separate
Bleachables
Place in Pre
Soak Hamper
N
Bleach? Y
N
Send to
Wash/Dry
End
15
Send to
Wash/Dry
End
Stakeholders
Stakeholder
Requirement
Customer
(child)
Constant supply of clean, original
Colour, odour free clothes
Pick-Up
Service
Dirty clothes deposited throughout
the house.
Receiving
Dirty clothes delivered to receiving
Area in a reasonable time
Sorting
Dirty clothes ready to be sorted in
A timely manner
16
How Identified
Face-to-Face meeting with auditory
and visual input (deep gasping sighs
and major eye rolling)
Auditory input (“Oh yuk – that’s gross!)
Collected via face to face interview
Via focus group
Via quarterly survey
Stakeholders
Stakeholder
Wash &
Dry
Folding
Delivery
Requirement
Sorted Dirty clothes in individual
hampers
How Identified
Face-to-Face meeting with
Washing department
Washed clothing delivered in a
Timely manner
Panel discussion was facilitated
Folded clothing delivered in a
Timely manner
As per organization legislature
17
Stakeholder Metrics
Metric
Type
January
(date)
March
(date)
(date)
May
8 hrs.
36 hrs.
12 hrs.
93%
72%
90%
Volume
8
12
7
Customer
Sat.
5
11
2
Turn around time to get
Clean clothes
Timeliness
Clean clothes, original
colour
Accuracy
# of hampers/loads of laundry
Eye rolling & gasping sighs
Results
18
July
(date)
72 hrs.
63%
18
16
Display 1
# of Complaints
Customer Satisfacdtion
18
16
14
12
10
8
6
4
2
0
Jan
Mar
May
Months
19
July
Display 2
# of Complaints
Reasons for Customer Complaints
100
90
80
70
60
50
40
30
20
10
0
100
84
.
66
45
Pink Skivies
Too Soft
Late Delivery
M issing Socks
20
Insufficient
Wrinkles
Wrong Laundry
M ismatched
Socks
Data Analysis / Problem Statement
• The number of complaints has increased
700% (to 16 complaints in July) in recent
months
• Only 63% of clothes are coming out of the
process with their original colour.
– 45% OF CUSTOMER COMPLAINTS ARE FOR
PINK SKIVIES
• The turnaround time for clean clothes has
increased to 76 hours in recent months. This
is well above our goal of 24 hour turnaround.
21
Alignment with Business Objectives
• It is the goal of the Domestic Engineering
department to provide the client (child) with
clean clothes, and all (100%) the original
colours within a 24 hour period.
• One of our household objective is to have
happy family members with good self esteem.
• Closing the gap will address both of these
household goal.
22
Project Mission Statement
4 examples of SMART Project Mission Statements:
• To reduce the number of customer complaints from 16 to 2 by
January, 2009.
• To increase the % of clothing coming out of the process with
their original colour from 63% to 95% by the end of March 2009.
• To reduce the number of complaints from 16 in July to 2 by
September 2009.
• Reduce the turnaround time for clean clothes from 76 hours to
24 hours by October 2009.
23