Presentation on theme: "Quest for Quality Assignment Project Name Prepared by: Date: (Download a copy of this template from: Questions?"— Presentation transcript:
Quest for Quality Assignment Project Name Prepared by: Date: (Download a copy of this template from: www.nqi.ca/courses/followup.aspx) Questions? email@example.com Your assignment is due at the beginning of Module 3 (please bring 3 hard copies and soft copy on a CD or USB drive)
2 Process Map - Level 1 Can hand-draw the maps or use PowerPoint, Word, Visio etc.
5 Stakeholders What the stakeholder requires OF the process (not, what THEY are required to do) What you need to meet or exceed (Definition of Quality)
6 Stakeholder Metrics 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.
7 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)
14 Level 2 Customer (child) Complaining No clean clothes Pick-Up Service Gather Clothes (under bed) Sorting Receiving Wash & Dry Delivery Folding Receives Very Dirty Clothes Sends to Sorting Sends to Wash/Dry Sorts Laundry Wash/Dry Sends to Folding Folds Laundry Sends to Delivery Clean? yes Wears clothes no Fabric Based Domestic Engineering Cleansing Process Delivers to Customer Puts clothes in closet /drawers
15 Process Map - Level 3 End Sorting Receives Dirty Laundry Place in Pre Soak Hamper Empties Hamper Separate Bleachables Send to Wash/Dry Identify Pre-Soaks Identify Bleachables Separate Pre-Soaks Pre-Soak? Bleach? Place in Pre Soak Hamper Y Y N N Receiving Sends to Sorting Fabric Based Domestic Engineering Cleansing Process End Place in D Hamper Identify Dark Washing Separate Dark washing Darks? Y Send to Wash/Dry Send to Wash/Dry Send to Wash/Dry
16 Stakeholders Constant supply of clean, original Colour, odour free clothes Face-to-Face meeting with auditory and visual input (deep gasping sighs and major eye rolling) Auditory input (“Oh yuk – that’s gross!) Customer (child) Receiving Sorting Pick-Up Service Dirty clothes deposited throughout the house. Collected via face to face interview Dirty clothes delivered to receiving Area in a reasonable time Via focus group Dirty clothes ready to be sorted in A timely manner Via quarterly survey
17 Stakeholders 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 Wash & Dry Folding Delivery Sorted Dirty clothes in individual hampers
18 Stakeholder Metrics Turn around time to get Clean clothes Time- liness JanuaryMarch May July 8 hrs. 36 hrs. 12 hrs. 72 hrs. Clean clothes, original colour Accuracy 93% 72%90% 63% # of hampers/loads of laundry Volume 812 7 18 Eye rolling & gasping sighs Customer Sat. 5 11 2 16
21 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.
22 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.
23 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.