Synopsis
Listed below are a few of the companies that contributed information for new tool examples and illustrations: (listed in order of the company name) - AT&T Technologies - Australian Army - Concord Hospital - Cook Children’s Health Plan - Greenville Hospital System - Hewlett-Packard - Holy Spirit Hospital - Marvin Windows and Doors - MI-LIFE - Nevada Power - PC Precision Engineering - Service Nova Scotia - Wesley Spectrum Services - Xerox Features: 23 Valuable Management and Planning, and Quality Control Tools - New Zing Wear case study (Written by Lisa Boisvert, BCLearning.com Reviewed by David Shields, Wal-Mart Stores, Inc.) - Expert tips - Storyboarding case study of 7-step model - Team guidelines - Tool selector chart, Quick tool finder - Fully indexed for quicker access
From the Inside Flap
From classrooms to board rooms, on manufacturing floors and in medical centers, organizations around the world are using continuous quality improvement (CQI) as their strategy to bring about dramatic changes in their operations. Their purpose is to stay competitive in a world of instant communication and technological advancement.These organizations need to meet or exceed customer expectations while maintaining a cost-competitive position. Continuous quality improvement (CQI), a systematic, organization-wide approach for continually improving all processes that deliver quality products and services, is the strategy many organizations are adopting to meet today's challenges and to prepare for those down the road.In pursuing CQI, stick to these four basic principles: 1. Develop a strong customer focus.2. Continually improve all processes.3. Involve employees.4. Mobilize both data and team knowledge to improve decision making.1. Develop a strong customer focus.Total customer focus includes the needs of both external and internal customers. External customers are the end users internal customers are your coworkers and other departments in the organization.2. Continually improve all processes. Identify them. A process is a sequence of repeatable steps that lead to some desired end or output: a typed document, a printed circuit board, a home-cooked meal, arrival at work, and so on. Improve them. Use the Plan, Do, Check, Act (PDCA) Cycle: PLAN what you want to accomplish over a period of time and what you might do, or need to do, to get there. DO what you planned on doing. Start on a small scale! CHECK the results of what you did to see if the objective was achieved. ACT on the information.If you were successful, standardize the plan; otherwise, continue in the cycle to plan for further improvement.3. Involve employees. Encourage teams train them support them use their work celebrate their accomplishments! 4. Mobilize both data and team knowledge to improve decision making.Use the tools to get the most out of your data and the knowledge of your team members. Graphically display number and word data; team members can easily uncover patterns within the data and immediately focus on the most important targets for improvement. Develop team consensus on the root cause(s) of a problem and on the plan for improvement. Provide a safe and efficient outlet for ideas at all levels.Use this book and the tools in it to focus on, improve, involve employees in, and direct your path toward continuous quality improvement.
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