1. Operational Excellence The Future?: …Process Management and Process Improvement

2. The ISO Perspective DRIVERS STRATEGY SATISFIED CUSTOMERS INFLUENCERS Culture RESULTS KEY BUSINESS PROCESSES Product Development Supply Chain Production Order Fulfillment Support Processes ENABLERS Quality Systems

3. PROCEDURE* ( “ Specified way to carry out an activity or a process ” - may be documented or not) PRODUCT ( “ Result of a process ” ) MONITORING AND MEASUREMENT OPPORTUNITIES (Before, during and after the process) Output Input PROCESS ( “ Set of interrelated or interacting activities ” ) EFFICIENCY OF PROCESS = Results achieved vs resources used (Focus of ISO/TS 16949:2002) (Includes Resources) * Note – This is the definition of “ procedure ” given in ISO 9000:2000. This does not necessarily mean one of the 6 “ documented procedures ” required by ISO 9001:2000 EFFECTIVENESS OF PROCESS = Ability to achieve desired results (Focus of ISO 9001:2000 The Process Approach

4. Customer Oriented Processes (COP) ISO 9001 PROCESS BASED Requirements 1.Market Analysis / Customer Requirements 2.Bid/Tender 3.Order / Contract 4.Product and Process Design 5.Product and Process Monitoring / Validation 6.Product Production 7.Delivery 8.Warranty / Service 9.Post Sales / Customer Feedback Support Processes 1. Training and development 2. Information system 3. Maintenance 4. Purchasing 5. Supplier management 6. Facilities 7. Quality Management Oriented Processes (MOP) 1. Business Planning 2. Business Development

5. Tools For Process Improvement Process inputs and outputs map the process as it looks today Identify customer requirements Quality Function Deployment/House of Quality SIPOC Determine process capabilities process capability studies FMEA Describe the work processes process modeling/mapping; future state Select appropriate measurements

6. Tools For Process Improvement, cont’d Test process capability; improve as necessary Monitor process output Check feedback; improve as necessary root cause analysis Pareto chart Run chart Control chart Ishikawa diagram Scatter diagram