QS 682/702 Summer 2004

1. QS 682/702Summer 2004 Clark Halfrey, Larry Roman, Mark Chandler, Jim Bossert, Glenn Gee, Timothy Chow, Roger Newhouse, & Garret Kaess

2. Table of Contents • Introduction • Tool 29 Summary • Tool 30 Summary • Tool 31 Summary • Tool 32 Summary • Tool 33 Summary • Tool 34 Summary • Findings and Analysis

3. Introduction • The course purpose is to learn to apply various toolkits from the Industrial Technologist’s Toolkit numbers 29 to 34. • The various tools are traditionally from the manufacturing sector and will be applied in a service environment. • The teams will learn to operate in a virtual environment.

4. Quality Systems • The teams have the opportunity to link the various Quality Management Systems (ISO 9001:2000, ISO/ TS 16949:2002, etc.) clauses to assignment sections • The teams will learn to use a standardized project management structure for reading assignments (RCA), self-assessments (SDA), and improvements (optional SDAs)

5. Project Summary • Two forms will be simplified: • Failure Modes and Effects Analysis (FMEA) • Ongoing Process Control Plans (OPCP) • A modification to the forms via addition of conclusions and recommendation, making for a FACR (Findings, analysis, conclusions, and recommendations)

6. Methodology • The source material for the course: • Sinn, J. (2002). The Industrial Technologist Toolkit for Technical Management. Bowling Green, OH: Bowling Green State University. • Communications via: • Emails • On-line biweekly chat sessions • Discussion board postings

7. Tool 29 Summary • ISO 9001:2000, ISO/ TS 16949:2002, ISO 14001, and Baldrige are introduced • Auditing as a vital function of quality systems is emphasized • Kaizen, Six Sigma, and Lean principles are reviewed

8. Tool 30 Summary • Change is a factor for the service environment • Communications is the key to success involving: listening skills, feedback, and presentation skills. • Teams produce results when problem solving is focused on the goals

9. Tool 31 Summary • Problem solving incorporates a variety of tools including: Global 8D, work analysis, and lean tools • FMEA and work flow help the Industrial Technologist improve flow in a process • Ongoing Process Control Plans (OPCP) helps the teams sustain the gains made

10. Tool 32 Summary • Basic tools of quality were introduced • Statistics as part of data driven decision making • Control charts, attribute and variable were reviewed • Emphasized process capability measures • Metrology needs to be considered for the measurement system

11. Tool 33 Summary • These are the support functions for the service sector: • E-commerce concepts • Information technology • Total productive maintenance • Troubleshooting fundamental • Safety • These functions are serviced by the Industrial Technologist, too.

12. Tool 34 Summary • An introduction to the changing world of the supervisor • Some needs: • People skills • Motivational skills • Consensus building • Computer literacy • Discipline needed in the workplace

13. Summary • Phase I concerns: • A need by the team to enter into the performing phase quickly • producing reports in a short time frame • Have constant communications by team members • Concern over introduction of new member, which can be disruptive

14. Summary (in Phase II) • The team moved to performing quite easily • Reports were produced on time • Regular chat sessions and some phone line used for communications • Assimilated the new member into the team flawless

15. Summary (in Phase II) • Addition of more self reflection and improvement into the process via conclusions and recommendations. • Team members can now produce Findings, Analysis, Conclusions, and Recommendations on various topics. • Compilers record Findings, Analysis, Conclusions and Recommendations (FACR) to tie research (work done through SDA’s) to corresponding team project objectives.

16. Findings and Analysis (1) • Finding: Several members expressed concern that ISO 9000 is not required of many service companies. • Analysis: • the investment in a QMS is too much • some have Baldrige, TQM, or balanced scorecard applications

17. Findings and Analysis (2) • Finding: The various RCA and SDA forms are complicated • Analysis: Due to time constraints, it was decided to simplify 2 forms: FMEAs and OPCPs.

18. Findings and Analysis (3) • Finding: The write-up of the tools have a manufacturing viewpoint. This course was based on usage for the service sector. • Analysis: The tools should include more service sector applications. The FMEA and OPCP tools to be simplified by the team should be more service-oriented.

19. Final Conclusions • The course purpose is to learn to apply various toolkits from the Industrial Technologist’s Toolkit numbers 29 to 34. • Accomplished (6/24/04) • The various tools are traditionally from the manufacturing sector and will be applied in a service environment. • Accomplished (6/24/04) • The teams will learn to operate in a virtual environment. • Accomplished (6/24/04)

20. Final Conclusions (2) • The teams have the opportunity to link the various Quality Management Systems (ISO 9001:2000, ISO/ TS 16949:2002, etc.) clauses to assignment sections • Accomplished (6/24/04) • The teams will learn to use a standardized project management structure for reading assignments (RCA), self-assessments (SDA), and improvements (optional SDAs) • Accomplished (6/24/04)

21. Final Conclusions (3) • The teams have included a segment in the tools incorporating conclusions and recommendations. This allows the team to audit itself, analysis for case, draw conclusions, and improve itself through implementation of recommendations. • Accomplished (6/24/04)