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BBQ ( B ring B ack Q uality)

BBQ ( B ring B ack Q uality). Brian Edwards EQ manager, UK & Ireland. The 3M UK MOC challenge to reduce Quality-related nonconformance events by half. BBQ – UK & Ireland. In 2005, spate of major Quality issues in UK & Ireland:-. BBQ – UK & Ireland. In 2005:.

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BBQ ( B ring B ack Q uality)

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  1. BBQ (Bring Back Quality) Brian Edwards EQ manager, UK & Ireland. The 3M UK MOC challenge to reduce Quality-related nonconformance events by half

  2. BBQ – UK & Ireland In 2005, spate of major Quality issues in UK & Ireland:-

  3. BBQ – UK & Ireland In 2005: Problem Statement:- There is a perception that 3M UK is experiencing a higher than normal rate of serious product quality complaints. These are affecting the P&L ($6MM YTD?) and are impacting Growth. ‘Perception is that Quality is not in line with Corporate image and expectations’

  4. Define BBQ – UK & Ireland Six Sigma Approach – project cluster Major Defects:- Product not conforming to specifications Lack full understanding of customer Critical-to-Quality (CTQ) characteristics Project defined by the UK MOC Smaller sub-team ran a project cluster

  5. Define BBQ – UK & Ireland

  6. Measure BBQ – UK & Ireland MSA Issue Although perception is that quality is deteriorating, the formal complaints data said things are not getting any worse (e.g. “stable”) MOC challenged this! • Issue was that cost was hitting P&L from routes other than the formal complaints process: • Consequential loss is paid in-kind or by invoice • InterCo ‘recalls’ not getting into the formal complaints process

  7. Measure BBQ – UK & Ireland COPQ – a better metric llllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk

  8. Measure BBQ – UK & Ireland Combination of:- Team brainstorming Case studies of recent high profile Quality issues Survey of Key Sales & Marketing personnel

  9. Analyse BBQ – UK & Ireland

  10. Measure BBQ – UK & Ireland Combination of:- Team brainstorming Case studies of recent high profile Quality issues Survey of Key Sales & Marketing personnel

  11. Analyse BBQ – UK & Ireland

  12. Measure BBQ – UK & Ireland Combination of:- Team brainstorming Case studies of recent high profile Quality issues Survey of Key Sales & Marketing personnel

  13. Analyse BBQ – UK & Ireland

  14. Analyse BBQ – UK & Ireland • Sample Bullet (28 pt. Arial Narrow) • Sub Bullet (24 pt. Arial Narrow) • Sub Bullet (24 pt. Arial Narrow) • Sample Bullet (28 pt. Arial Narrow) • Sub Bullet (24 pt. Arial Narrow)

  15. Analyse BBQ – UK & Ireland Key X’s Outsourcer control Supplier performance TQRDC Commercialization process Lack of PPU Inadequate process capability Change management Quality Scorecard CTQ Specification management Complaint monitoring Huge task Cluster Key X’s What can we do

  16. Improve BBQ – UK & Ireland • Link clustered Critical X’s to Corporate quality Goal Tree • Scope individual projects

  17. Improve BBQ – UK & Ireland

  18. Improve BBQ – UK & Ireland SUMMARY 22 Improvement projects identified by BBQ cluster 7 BB projects 1 GB project 14 Just Do It’s 45% Outsourcing projects 35 replication projects across businesses Key projects Address gaps in outsourcer specifications Process for gathering customer CTQ’s and feeding back to sites Develop European Outsourcing “Should” Map & Policy. New Product Introduction process improvement Change Management for outsourcers

  19. Improve BBQ – UK & Ireland Key improvements Appointed MOC level UK & Ireland Customer Operations & Quality Manager Monthly MOC Quality review Should Map for managing outsourcing suppliers, specifications & change control. European policy re ownership & control of Pan European outsource suppliers Quality Complaints Scorecard for UK & Ireland Region Quality Scorecard for all 3M UK & Ireland sites CTQ linked Ppk/Cpk tracking improvement for all 3M UK & Ireland sites A new customer satisfaction measurement process

  20. Control BBQ – UK & Ireland

  21. Control BBQ – UK & Ireland Final Capability:- llllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk

  22. Control BBQ – UK & Ireland Bridge to Entitlement Control of Outsourced Products from ex EU countries; Project 123593 recommendation to EOC via C. Byrne Quality Management in the Businesses; 2 pilots underway Robustness of locally developed new products; Organisational alignment issues Change Management; Still outstanding! Improvements to measurement processes for ‘Business COPQ’ Customer Feedback –can never get enough!

  23. Control BBQ – UK & Ireland Bridge to Entitlement Entitlement Quality Roadmap - Develop at Region, Site & Outsourcer levels Score each EQ category 1-10 for Approach and Current Results. Develop improvement plans (By business, by site, by outsourcer) Share best practice (from high scorers)

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