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Quest for Quality Assignment Project Name

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.

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Quest for Quality Assignment Project Name

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  1. Quest for Quality AssignmentProject 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)

  2. Process Map - Level 1 • Can hand-draw the maps or use PowerPoint, Word, Visio etc.

  3. Process Map - Level 2

  4. Process Map - Level 3

  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)

  8. Display 2

  9. 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

  10. 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

  11. 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)

  12. Quest for Quality AssignmentEXAMPLEFabric Based Domestic EngineeringCleansing Process(a.k.a. Laundry) Prepared by: Date: November 18, 2007

  13. Level 1 Fabric Based Domestic Engineering Cleansing Process Gather Laundry Sort Laundry Wash & Dry Laundry Fold Laundry Deliver Laundry

  14. Clean? Level 2 Fabric Based Domestic Engineering Cleansing Process Customer (child) Complaining No clean clothes Wears clothes Pick-Up Service Gather Clothes (under bed) Receiving Sends to Sorting Receives Very Dirty Clothes Sorting Sorts Laundry Sends to Wash/Dry yes Wash & Dry Sends to Folding Wash/Dry no Folding Sends to Delivery Folds Laundry Delivery Delivers to Customer Puts clothes in closet /drawers

  15. Process Map - Level 3 Fabric Based Domestic Engineering Cleansing Process Receiving Sends to Sorting Sorting Receives Dirty Laundry Empties Hamper Y Darks? Send to Wash/Dry Identify Dark Washing Separate Dark washing Place in D Hamper End Y Pre-Soak? Identify Pre-Soaks Separate Pre-Soaks Place in Pre Soak Hamper Send to Wash/Dry End N Bleach? Send to Wash/Dry Identify Bleachables Separate Bleachables Place in Pre Soak Hamper End Y N Send to Wash/Dry End

  16. Stakeholders Face-to-Face meeting with auditory and visual input (deep gasping sighs and major eye rolling) Auditory input (“Oh yuk – that’s gross!) Constant supply of clean, original Colour, odour free clothes Customer (child) Collected via face to face interview Pick-Up Service Dirty clothes deposited throughout the house. Dirty clothes delivered to receiving Area in a reasonable time Receiving Via focus group Via quarterly survey Sorting Dirty clothes ready to be sorted in A timely manner

  17. Stakeholders Wash & Dry Face-to-Face meeting with Washing department Sorted Dirty clothes in individual hampers Folding Washed clothing delivered in a Timely manner Panel discussion was facilitated Folded clothing delivered in a Timely manner Delivery As per organization legislature

  18. Stakeholder Metrics January March July May Turn around time to get Clean clothes Time- liness 8 hrs. 12 hrs. 36 hrs. 72 hrs. Clean clothes, original colour Accuracy 72% 90% 93% 63% # of hampers/loads of laundry 7 18 8 12 Volume Customer Sat. 5 11 2 16 Eye rolling & gasping sighs

  19. Display 1

  20. Display 2 100 84 . 66 45

  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.

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