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Hub You - TQM Implementation Project
This is the last in a series of articles devoted to communications in relation to Customer Service.If you are in a busy Customer Service environment (phones ringing, people asking questions and as usual, shorthanded) I am sure that a tool that is easy to use and implement would be helpful.I have been reading a lot about Behavioral or Personality Profiling and studying the different types.This is the culmination of what has been a career journey and learning experience. We all have different ways of profiling people. (And if you have been in Customer Service any length of time, you have developed your own profiling system) I’ve included some of my own profiles below. (They are for illustration only. If you are crazy enough to use them, you get what you deserve.)Your examples might include;Mr. or Mrs. Nice Person: Generally pleasant, lots of time on their hands, easy to work with. They are great Customers, however, if you do not treat them right, they become easily offended and leave without saying anything. And you’ll never know why. (Unless you bump into them in the produce a
a) Action / solution taken causes other problem (Jump into the action without further evaluation of the risk)
b) Action / solution does not yield long term result (Member got over exited about the action / solution and forgot about the root causes.
c) Line workers refuse to abide to the new action / solution (Focus too much on technical aspect of the action / solution, forgot about the human factor. New action / solution involve change. Managing the change is often neglected)
d) Some action / solution are not carried out as expected
The CONTROL phase
This is the most neglected but critical phase to ensure action / solution put in placed are permanently yield expected results. It cannot be over emphasized the importance of CONTROL. Not
Did you know that... more people trust strangers with their passwords if they believe that the offer is really good.So, it is important to follow the Golden Rule, " If it sounds too good to be true, it probably isn't".Check out every offer, trust no one unless they can give you absolute checkable proof that what they say or offer is 100% correct."It is better to be sure than sorry" good advice that should be followed.If in doubt, ask questions, ask someone else, ask another person that you know is into marketing, don't take risks.One way that I check out many offers, programs, ideas or anything else that I am not sure of, is by asking! If you belong to a forum, any forum, ask the question of the other forum members, someone, surely with have the answer.OR, if you belong to a subscriber list of a ezine, ask the Editor, if he or she gives you the wrong advice, you will know not to trust that person again, however it is better to get several opinions.Never, I say again, Never give out your passwords or any other personal details to ANYONE! trust noone,
The TQM Improvement Methodology - D.A.I.C
Throughout these TQM improvement projects, a common methodology was used as a systematic way to Define-Analyse-Improve-Control the opportunity or problem. 7 QC tools are widely employed within this methodology
The DEFINE phase
In this phase, team members are required to identify improvement projects. Some tools commonly used to help members to select improvement projects are as follows :-
a) Brain Storming
b) Multi Voting
c) Selection Grid
d) Problem Statement
Upon completion of using the tools, team members will be able to select and agreed to a project which may be an opportunity for improvement or problem. A Problem Statement is used as a summary of this phase to state the nature of the project, boundaries of the process to be improved, goal and target, resource required and potential constraints
While this is a simple phase to accomplish, often team members are faced with difficulties for some valid reasons. Some of the common difficulties encountered are as follows :-
a) Team leader cannot decide whether to use the above tools to select project eventhough project is already assigned by the management
b) Team leader lack experience in directing team members
c) Lack of initial data to support decision making
d) Team members are not well verse with the subject matter
e) Lack understanding of the improvement tools
The ANALYSE phase
This is a critical phase where the current state of the subject matter as well as root causes will be analysed in detail. This analysis is done systematically and logically as follows:-
a) The scope of the subject matter
b) Current performance (problematic) trend
c) Identify possible causes of the opportunity or problem
d) Detail diagnostic to the root cause of the confirmed true causes
Certainly, these steps are performed using common improvement tools include 7-QC tools such as Brainstorming; Data collection; Trend Charting; Fish-Bone Diagram and why-Why Analysis. Team members use these tools selectively to dissect the problem into smaller junks and look at them critically. As expected, team members do not seems to able to grasp the use of these tools effectively. Often than not, team members make conclusion to the "root cause" too soon without factual data to support. The reason for this are several, some of them are as follows:-
a) Team leader dominate in team discussion
b) Some team members used past experience to make conclusion
c) Data collection is tedious
d) Lack data analytical skill
e) Lack focus during brainstorming on possible causes
f) Did not spend enough time to validate the possible causes
g) Too judgmental on the causes
h) Root cause analysis is often skip after possible causes is identified
The IMPROVE phase
There are two steps in this phase, namely; plan the improvement and Implement the improvement plan. Upon completed the Analyse phase, the team members would have some ideas what are some of the causes of the problem. And to some extend, the root causes of the problem is identified. Based on these causes, planning to improve them is the key objective of this IMPROVE Phase. There are several tools involve in doing so, namely:-
a) Brainstorming of action / solution
b) Selection Grid
c) Benchmarking
d) Cost-Benefit Analysis
e) Control lot and testing
f) Pilot the action / solution
g) Force-Field Analysis
h) Prevention Planner
Traditionally, when an action / solution is identified, often than not, they are implemented without considering the risk involved. Sometime when they are implemented, these action / solution causes different set of problem. During my consulting projects, team leaders failed to stay control of the "excitement of success" when action / solution is identified. Risk analysis was not enough or lacking before they are implemented. Some of the difficulties encountered by the team members during this IMPROVE phase are as follows:-
a) Action / solution taken causes other problem (Jump into the action without further evaluation of the risk)
b) Action / solution does not yield long term result (Member got over exited about the action / solution and forgot about the root causes.
c) Line workers refuse to abide to the new action / solution (Focus too much on technical aspect of the action / solution, forgot about the human factor. New action / solution involve change. Managing the change is often neglected)
d) Some action / solution are not carried out as expected
The CONTROL phase
This is the most neglected but critical phase to ensure action / solution put in placed are permanently yield expected results. It cannot be over emphasized the importance of CONTROL. Not
When it comes to modern career development, one thing we can all count on is change. With the advent of technology, telecommuting, and E-commerce, how work is performed is in a state of reinvention. Self-employment and small business development will become more the norm than big business. And career changes will be more frequent due to rapidly changing organizations and industries. Finally, the line between one’s personal and professional life will become even more blurred. Since the modern world of work is rapidly changing to keep up with the demands of our fast-paced lives and lifestyles, here are some characteristics of what the new work contract will look like:Seeking more meaning from work.Equating “career success” with personal satisfaction over paycheck or status.Everyone will need their own “name-brand.”Increased use of technology.Finding work that needs doing.Changing in the way management and leadership is conducted (less arrogance at the top level, more power on lower levels).Increased need for networking a
While this is a simple phase to accomplish, often team members are faced with difficulties for some valid reasons. Some of the common difficulties encountered are as follows :-
a) Team leader cannot decide whether to use the above tools to select project eventhough project is already assigned by the management
b) Team leader lack experience in directing team members
c) Lack of initial data to support decision making
d) Team members are not well verse with the subject matter
e) Lack understanding of the improvement tools
The ANALYSE phase
This is a critical phase where the current state of the subject matter as well as root causes will be analysed in detail. This analysis is done systematically and logically as follows:-
a) The scope of the subject matter
b) Current performance (problematic) trend
c) Identify possible causes of the opportunity or problem
d) Detail diagnostic to the root cause of the confirmed true causes
Certainly, these steps are performed using common improvement tools include 7-QC tools such as Brainstorming; Data collection; Trend Charting; Fish-Bone Diagram and why-Why Analysis. Team members use these tools selectively to dissect the problem into smaller junks and look at them critically. As expected, team members do not seems to able to grasp the use of these tools effectively. Often than not, team members make conclusion to the "root cause" too soon without factual data to support. The reason for this are several, some of them are as follows:-
a) Team leader dominate in team discussion
b) Some team members used past experience to make conclusion
c) Data collection is tedious
d) Lack data analytical skill
e) Lack focus during brainstorming on possible causes
f) Did not spend enough time to validate the possible causes
g) Too judgmental on the causes
h) Root cause analysis is often skip after possible causes is identified
The IMPROVE phase
There are two steps in this phase, namely; plan the improvement and Implement the improvement plan. Upon completed the Analyse phase, the team members would have some ideas what are some of the causes of the problem. And to some extend, the root causes of the problem is identified. Based on these causes, planning to improve them is the key objective of this IMPROVE Phase. There are several tools involve in doing so, namely:-
a) Brainstorming of action / solution
b) Selection Grid
c) Benchmarking
d) Cost-Benefit Analysis
e) Control lot and testing
f) Pilot the action / solution
g) Force-Field Analysis
h) Prevention Planner
Traditionally, when an action / solution is identified, often than not, they are implemented without considering the risk involved. Sometime when they are implemented, these action / solution causes different set of problem. During my consulting projects, team leaders failed to stay control of the "excitement of success" when action / solution is identified. Risk analysis was not enough or lacking before they are implemented. Some of the difficulties encountered by the team members during this IMPROVE phase are as follows:-
a) Action / solution taken causes other problem (Jump into the action without further evaluation of the risk)
b) Action / solution does not yield long term result (Member got over exited about the action / solution and forgot about the root causes.
c) Line workers refuse to abide to the new action / solution (Focus too much on technical aspect of the action / solution, forgot about the human factor. New action / solution involve change. Managing the change is often neglected)
d) Some action / solution are not carried out as expected
The CONTROL phase
This is the most neglected but critical phase to ensure action / solution put in placed are permanently yield expected results. It cannot be over emphasized the importance of CONTROL. Not
What is the Secret to earning a 6-Figure Income that everyone online talks about? After sitting through Virtual Seminars, Listening to Incredibly Intense Motivational Spiels, and Reading more pages of “How To Documents” than I can even count, I realized the Secret is one easy, simple step that most of us hesitate to receive.The SECRET is Inspiration. Once you receive the Inspiration that can carry you to the top of the Success Heap, your troubles are over, you have a solution, and you actually have in your hand - the result.What you do with that Secret will determine where you end up. These next five ingredients are just as important, and just as Intensely Significant as the first, but without that first secret you won’t find the Dynamic Success you Desire.Believe - You have to know deep inside your soul that the Inspiration you’re accepting is yours, and you have to take responsibility for it, make a choice and BELIEVE in what you have in your hands.Visualize - Once you believe your Inspiration belongs to you, you must visualize the result of that I
c) Identify possible causes of the opportunity or problem
d) Detail diagnostic to the root cause of the confirmed true causes
Certainly, these steps are performed using common improvement tools include 7-QC tools such as Brainstorming; Data collection; Trend Charting; Fish-Bone Diagram and why-Why Analysis. Team members use these tools selectively to dissect the problem into smaller junks and look at them critically. As expected, team members do not seems to able to grasp the use of these tools effectively. Often than not, team members make conclusion to the "root cause" too soon without factual data to support. The reason for this are several, some of them are as follows:-
a) Team leader dominate in team discussion
b) Some team members used past experience to make conclusion
c) Data collection is tedious
d) Lack data analytical skill
e) Lack focus during brainstorming on possible causes
f) Did not spend enough time to validate the possible causes
g) Too judgmental on the causes
h) Root cause analysis is often skip after possible causes is identified
The IMPROVE phase
There are two steps in this phase, namely; plan the improvement and Implement the improvement plan. Upon completed the Analyse phase, the team members would have some ideas what are some of the causes of the problem. And to some extend, the root causes of the problem is identified. Based on these causes, planning to improve them is the key objective of this IMPROVE Phase. There are several tools involve in doing so, namely:-
a) Brainstorming of action / solution
b) Selection Grid
c) Benchmarking
d) Cost-Benefit Analysis
e) Control lot and testing
f) Pilot the action / solution
g) Force-Field Analysis
h) Prevention Planner
Traditionally, when an action / solution is identified, often than not, they are implemented without considering the risk involved. Sometime when they are implemented, these action / solution causes different set of problem. During my consulting projects, team leaders failed to stay control of the "excitement of success" when action / solution is identified. Risk analysis was not enough or lacking before they are implemented. Some of the difficulties encountered by the team members during this IMPROVE phase are as follows:-
a) Action / solution taken causes other problem (Jump into the action without further evaluation of the risk)
b) Action / solution does not yield long term result (Member got over exited about the action / solution and forgot about the root causes.
c) Line workers refuse to abide to the new action / solution (Focus too much on technical aspect of the action / solution, forgot about the human factor. New action / solution involve change. Managing the change is often neglected)
d) Some action / solution are not carried out as expected
The CONTROL phase
This is the most neglected but critical phase to ensure action / solution put in placed are permanently yield expected results. It cannot be over emphasized the importance of CONTROL. Not
Does this sound like you?* You're spending way too much time trying to network online and are on networking overload.* You're trying to keep up with all the threads that relate to your business in all the social networking groups you've joined.* You're also monitoring all the discussion lists you're on looking for an opportunity to jump in and share your pearls of wisdom with the others on the list.* You're afraid to keep track of the hours you spend in online networking because whatever the number is, it's way too high.* You've just gotten an invitation to join yet another social networking group and while you're very flattered, you realize if you join one more group in an effort to network your way to a full client roster, you won't need any new clients because you'll be out of business* You're spending so much time trying to master online networking that you've totally neglected the face-to-face networking that has been working for millions of people for centuries. (Come on, how do you think people built their businesses before the Internet came along?)
The IMPROVE phase
There are two steps in this phase, namely; plan the improvement and Implement the improvement plan. Upon completed the Analyse phase, the team members would have some ideas what are some of the causes of the problem. And to some extend, the root causes of the problem is identified. Based on these causes, planning to improve them is the key objective of this IMPROVE Phase. There are several tools involve in doing so, namely:-
a) Brainstorming of action / solution
b) Selection Grid
c) Benchmarking
d) Cost-Benefit Analysis
e) Control lot and testing
f) Pilot the action / solution
g) Force-Field Analysis
h) Prevention Planner
Traditionally, when an action / solution is identified, often than not, they are implemented without considering the risk involved. Sometime when they are implemented, these action / solution causes different set of problem. During my consulting projects, team leaders failed to stay control of the "excitement of success" when action / solution is identified. Risk analysis was not enough or lacking before they are implemented. Some of the difficulties encountered by the team members during this IMPROVE phase are as follows:-
a) Action / solution taken causes other problem (Jump into the action without further evaluation of the risk)
b) Action / solution does not yield long term result (Member got over exited about the action / solution and forgot about the root causes.
c) Line workers refuse to abide to the new action / solution (Focus too much on technical aspect of the action / solution, forgot about the human factor. New action / solution involve change. Managing the change is often neglected)
d) Some action / solution are not carried out as expected
The CONTROL phase
This is the most neglected but critical phase to ensure action / solution put in placed are permanently yield expected results. It cannot be over emphasized the importance of CONTROL. Not
Everywhere we go there is always a good thing lurking somewhere so it is best to keep our eyes open and to pay attention to the small details. In an already good setting, there is always the opportunity to make things better and to surpass an already good sales report.There has to be a reason why an existing business is already making a lot of money so why not study that and expound on that formula. Maybe you can open up for consignments or for franchising but remember to tell the interested parties to maintain the quality of products and services that you offer. There should be no compromise with regards to this because once you have built a business you have to keep up with your branding.In dire settings, one might think that there is no hope but always when there is a problem there is a solution so when faced with a challenge you seek to go beyond the challenge. This kind of go get it attitude will be the reason why a person can be successful.While others sit around and wait for their turn at success, a truly successful person is out there constantly looking around for opportunities and
a) Action / solution taken causes other problem (Jump into the action without further evaluation of the risk)
b) Action / solution does not yield long term result (Member got over exited about the action / solution and forgot about the root causes.
c) Line workers refuse to abide to the new action / solution (Focus too much on technical aspect of the action / solution, forgot about the human factor. New action / solution involve change. Managing the change is often neglected)
d) Some action / solution are not carried out as expected
The CONTROL phase
This is the most neglected but critical phase to ensure action / solution put in placed are permanently yield expected results. It cannot be over emphasized the importance of CONTROL. Not only team need to control the improvement result but equally important the action / solution. These are the critical components of the whole Improvement Projects to ensure sustainability of the improvement. However, members tends to keep track of the result without realizing it is the action / solution that bring about the improvement of the results. Besides tracking and monitoring, it is important that new action / solution are standardized across the company with simple yet effective work instructions and Standard Operating Procedures. And they are periodically audited for compliance. That Management team has included these items in their operation review meeting until such a time they feel it is sustainable. They are some basic tools used in this phase, namely:-
a) Trend Charting
b) Control Chart
c) Documentation
d) Audit
e) On-job training
f) Re-certification
During this phase, least difficulties were encountered by team members. Perhaps it was due to the fact that most action / solution are taken placed in the work area they are in charge. However, there are cases where teams are set up for a cross-function project in which action / solution to be taken are in work areas not the responsibility of the team members. In which case, team members faced with the following difficulties :-
a) Action and solution are not carried out consistently
b) Some of the line workers are not aware of the changes
c) Tracking is focus on results but did not extend to the action / solution
The above article is a compilation of issues in several TQM projects facilitated by the author in various manufacturing and service sectors from year 2001 to 2006. These projects are categorized as :-
Sales Improvement Projects such as :-
a) Customer & Market Analysis
b) Reduction in Customer Complaints
c) Production Uptime
d) Delivery Cycle Time
e) Loan Processing
And Cost Reduction Projects such as :-
a) Quality Improvement
b) Process Optimization
c) Increase Boiler Efficiency
d) Reduce Material Losses
e) Reduce Electricity Consumption
f) Reduce Machine Downtime
g) Reduce Repair & Maintenance
h) Reconcile Insurance Policy Premium etc
This article deals with some common difficulties encountered during the implementation of improvement projects with regards to the use of tools, implementing action and solutions, sustaining the effort and so on. However, other aspects not included in this article are management commitment, sustainability and Reward & Recognition.
In summary, the above projects were completed and their duration varied depending on project complexity. Also, the cost of project, improvement and its related cost saving varied too. As an indication, the project saving ranged from few thousand to a million Malaysian Ringgit. Besides these tangible benefits, there are several intangible benefits too. To name a few; team member work well together as a team than before, gaining extra understanding to the processes, gain analytical and project improvement skill etc
D.A.I.C. (pronounced as "deck") is the methodology used in the above TQM Improvement projects. It is designed by the author based on a collation of best practices from TQM, Strategic Planning, 6-Sigma, PDCA, 7-QC tools etc . He welcomed feedback from readers of this articles. ---------------------------------------------------------------------------
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