1. 10 Keys for Reenergizing Quality (Dos and Don’ts) S. Tom Foster, Jr. 4 th Annual Summit for Vocational Rehabilitation Program Evaluation and Quality Assurance Keynote Address September 2011 Tampa, FL

2. Getting Perspective Take a step back… – Where are we as a field? – How can we improve?

3. Getting Perspective Take a step back… – Where are we as a field? – How can we improve?

4. 10. Community

5. 9. Think critically

6. 8. Don’t confuse activity with effectiveness

7. 7. Focus on creative solutions

8. 6. Avoid fads

9. 5. Understand that one size does not fit all

10. 4. Encourage long-term thinking Vs.

11. 3. Avoid confusion

12. acceptance sampling active data gathering activity network diagram affinity diagram assurance basic seven (B7) tools of quality bathtub-shaped hazard function benchmarking c chart capability analysis catchball cause and effect diagram certification audits Audits relating to registration (e.g., ISO 9000 audits). check sheets complaint-recovery computer-aided design (CAD) computer-aided inspection (CAI) computer-aided testing (CAT) concurrent engineering consultant audits Consumer Product Safety Commission (CPSC) contingency theory contract control charts criticality cross-functional teams customer benefits package (CBP) customer coproduction customer-driven quality customer future needs projection customer-relationship management customer service surveys Deming prize design control design for disassembly design for maintainability design for manufacture (DFM) design for remanufacture design for reuse design of experiments (DOE) development plan dual sourcing electronic data interchange (EDI) empowerment engineering analysis enterprise resource planning (ERP) external validation facilitation failure mode, effect, and criticality analysis (FMECA) fault tree analysis financial benchmarking five Ss 5w2h flowcharts focus group functional benchmarking gap analysis green manufacturing group technology hidden factory Hoshin planning individual needs assessment interference checking internal assessment interrelationship digraph ISO 9000 job analysis just-in-time (JIT) key business factors (KBF) knowledge-growth leadership. life testing line-stop lot tolerance percent defective (LTPD) Malcolm Baldrige National Quality Award (MBNQA) management by fact matrix diagram meeting management moment of truth MR chart multiple skills systems multi-user-CAD systems natural work groups new seven (N7) tools np chart off-line experimentation on-the-job training operating characteristic (OC) curve organizational design organizational learning orthogonal p charts parameter design Pareto etc... What does this table bring to mind?

13. Quality Management Quality Control Quality Assurance Systems thinking…customer focus Customer

14. OutputsOutcomes Desired States Finance and Information Systems Closeness to Customers Culture Organizational Learning and Knowledge People Organizational Quality Context Infrastructure Processes Existing States Gaps Know your business model

15. Quality– related Strategic Choices Influence Q-bok Business Model

16. 2. Don’t be a bureaucrat

17. 1. Institute leadership

18. Questions??? Best Seller