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

1. Never mind the quality….feel the width.Thames Television 1967-1971 Colin Hockings Aero Compliance Consulting

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

3. 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”

4. 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)

5. 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.

6. Roman Construction Pont du Gard

7. Lascaux Cave Paintings

8. Quality must have a context.

9. Quality Today Quality Management

10. 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

11. People

12. 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……..

13. The Customer Experience

14. Do people in your organisation believe that quality management is done by correcting findings from audits?

15. 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.

16. ICAO Promotes an Integrated Management System to Improve Safety Fatigue Risk Management System (FRMS) Quality Management System (QMS) Safety Management System (SMS)

17. Show me your…. Procedures Continuous Improvement Documentation Risk Management Human Factors Controls Standards Qualifications Audits Competencies Responsibilities Compliance Error reporting and reduction Safety

18. How do you build a Quality Management System? visions, policies, objectives, authority, responsibilities, processes, procedures, documentation, training and reviews.

19. Obstacles to Quality

20. No vision Unclear policies Undefined objectives Disjointed authority Avoidance of responsibilities Poor processes Incoherent procedures Bad documentation Ineffective training Superficial reviews

21. How is Quality measured? Audit findings Non-compliance Accidents and incidents Profit / Cost overruns Secondary rework Satisfied customers Awards and recognition Reputation

22. 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?

23. Everyone! Line and hangar managers Documentation and records staff Quality and audit staff Aircraft mechanics Stores and logistics staff Technical support staff Maintenance supervisors

24. 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

25. 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

26. Group A Common Understanding mental model Quality Objective Group B Shared Mental Model for Quality

27. Shared Mental Model How does a maintenance organisation get a shared mental model of quality among its employees?

28. Communication Conversation Quality… Commitment

29. What’s the common element? People

30. 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.

31. Conversation There has been much written about the Power of Conversation. Quality conversations…. Opportunistic Brief Frequent Employees….. Comfortable Not surprised Quality…

32. 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.

33. 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……..

34. The Customer Experience

35. 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.

36. What are your Options? Lead Follow Get out of the way Thomas Paine

37. Thank You and Good Luck