Never mind the quality feel the width thames television 1967 1971
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Never mind the quality…. feel the width. Thames Television 1967-1971. Colin Hockings Aero Compliance Consulting. This presentation considers quality generally, and as it could be enhanced in the aircraft maintenance environment. . Definition of Quality.

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Never mind the quality feel the width thames television 1967 1971

Never mind the quality….feel the width.Thames Television 1967-1971

Colin Hockings

Aero Compliance Consulting


Never mind the quality feel the width thames television 1967 1971

This presentation considers quality generally, and as it could be enhanced in the aircraft maintenance environment.


Definition of quality

Definition of Quality

Webster's Dictionary defines quality control

"an aggregate of activities (as design analysis and statistical sampling with inspection for defects) designed to ensure adequate quality especially in manufactured products."

The Oxford Dictionary states “degree of excellence”


Definition of quality1

Definition of Quality

The roots of Total Quality Management can be traced to early 1920's production quality control ideas, and notably the concepts developed in Japan beginning in the late 1940's and 1950's, pioneered there by Americans Feigenbum, Juran and Deming.

(Melanie Allen)


Josiah wedgewood

Josiah Wedgewood

Josiah Wedgwood greatly improved the clumsy ordinary crockery of the day, introducing durable, simple and regular wares. His cream coloured earthenware was christened 'Queen's Ware' after Queen Charlotte, who appointed him the Queen's potter in 1762.


Roman construction

Roman Construction

Pont du Gard


Lascaux cave paintings

Lascaux Cave Paintings


Quality must have a context

Quality must have a context.


Quality today

Quality Today

Quality Management


What do these quality concepts have in common

What do these quality concepts have in common?

Quality Assurance

Kaizen Methodology

SMS

Lean Sigma

5 S

TQM

Quality Circle

Quality Control

QMS

ISO 9000

Action Centred Leadership

Six Sigma

AS9100


Never mind the quality feel the width thames television 1967 1971

People


Mental models

Mental Models

People need to share the same mental model of quality to achieve the organisations desired quality outcomes.

This requires an understanding of an individual’s contribution to quality, and how it aggregates to an organisational level of quality.

When you get it wrong……..


The customer experience

The Customer Experience


Never mind the quality feel the width thames television 1967 1971

Do people in your organisation believe that

quality management is done by correcting

findings from audits?


Quality in aviation

Quality in Aviation

For the aviation safety Regulator, a quality aviation product should equate to a safe aviation product.

So it’s not surprising that recent developments in regulatory standards have Quality and Safety as equals, and they frequently appear together.


Icao promotes an integrated management system to improve safety

ICAO Promotes an Integrated Management System to Improve Safety

Fatigue Risk Management System (FRMS)

Quality Management System (QMS)

Safety Management System (SMS)


Show me your

Show me your….

Procedures

Continuous Improvement

Documentation

Risk Management

Human Factors

Controls

Standards

Qualifications

Audits

Competencies

Responsibilities

Compliance

Error reporting and reduction

Safety


Never mind the quality feel the width thames television 1967 1971

How do you build a Quality Management System?

visions,

policies,

objectives,

authority,

responsibilities,

processes,

procedures,

documentation,

training and

reviews.


Obstacles to quality

Obstacles to Quality


Never mind the quality feel the width thames television 1967 1971

No vision

Unclear policies

Undefined objectives

Disjointed authority

Avoidance of responsibilities

Poor processes

Incoherent procedures

Bad documentation

Ineffective training

Superficial reviews


How is quality measured

How is Quality measured?

Audit findings

Non-compliance

Accidents and incidents

Profit / Cost overruns

Secondary rework

Satisfied customers

Awards and recognition

Reputation


Who is responsible for quality

Who is responsible for Quality?

The aircraft maintenance organisation’s management carries the responsibility for establishing, facilitating, promoting and funding all the elements of an effective Quality System……

Who’s responsible to make it work?


Everyone

Everyone!

Line and hangar managers

Documentation and records staff

Quality and audit staff

Aircraft mechanics

Stores and logistics staff

Technical support staff

Maintenance supervisors


Quality can mean different things to

Quality can mean different things to..

Line and hangar managers

Documentation and records staff

Quality and audit staff

Aircraft mechanics

Stores and logistics staff

Technical support staff

Maintenance supervisors


Mental model of quality can be different

mental

model

A

Interpretation

A

Group A

mental

model

B

Interpretation

B

Group B

Mental Model of Quality can be Different

Quality Objective

Each group may develop a different mental model to understand the system


Shared mental model for quality

Group A

Common

Understanding

mental

model

Quality Objective

Group B

Shared Mental Model for Quality


Shared mental model

Shared Mental Model

How does a maintenance organisation get a shared mental model of quality among its employees?


Never mind the quality feel the width thames television 1967 1971

Communication

Conversation

Quality…

Commitment


What s the common element

What’s the common element?

People


Communication

Communication

Employees need to be clear about the organisations quality objectives, policies, measures.

Management themselves need to be clear themselves on these very same subjects before they can be communicated to employees.


Conversation

Conversation

There has been much written about the Power of Conversation. Quality conversations….

Opportunistic

Brief

Frequent

Employees…..

Comfortable

Not surprised

Quality…


Commitment the tough part

Commitment-the tough part

Keeping employees performing their work consistently to the required level of quality is a real challenge.

Research into workplace motivation tries to identify and weight the many factors affecting individual and group performance.


Motivation in the workplace

Motivation in the Workplace

Motives and Needs

Expectancy Theory

Equity Theory

Goal-Setting

Cognitive Evaluation Theory

Work Design

Reinforcement Theory

Creativity, Groups, and Culture

Ambrose & Kulik JOM

When you get it right……..


The customer experience1

The Customer Experience


Never mind the quality feel the width thames television 1967 1971

All the quality policies, procedures and check lists are ineffective, unless the workplace has a quality mindset embedded into its culture.

Achieving good quality outcomes requires understanding and motivating people.


What are your options

What are your Options?

Lead

Follow

Get out of the way

Thomas Paine


Never mind the quality feel the width thames television 1967 1971

Thank You

and

Good Luck


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