Page 65 - MODULE QUALITY TOOLS DMQ 30262

DMQ 30262

 Comments of key people outside the organization (customers, suppliers,
journalists, and critics).

 Finding and comments of government regulators and independent laboratories.
 Customer surveys.

 Employee surveys.
 Brainstorming by work groups.

Problems identified provide opportunities for improvement. For a condition to qualify
as a problem, it must meet the following criteria:

 Performance varies from an establish standard.

 Deviations from the perception and the facts.
 The cause is unknown; if we know the cause, there is no problem.

Phase 2: Analyse the Current Process

The objective of this phase is to understand the process and how it currently
performed. Key activities are to define process boundaries, outputs and customers,

input and suppliers, and process flow; determine levels of customer satisfaction and
measurements needed; gather data; and identify root causes.

The first step is for the team to develop a process flow diagram. A flow diagram
translates complex work into an easily understood graphic description. This activity is

an “eye-opening” experience for the team, because it is rare that all members of the
team understand the entire process.

Next, the target performance measures are defined. Measurement is fundamental to
meaningful process improvements. If something cannot be measured, it cannot be

improved. There is an old saying that what gets measured gets done. The team will
determine if the measurements needed to understand and improve the process are
being used; if new ones are needed, the team will:

 Establish performance measures with respect to customer requirements.

 Determine data needed to manage the process.
 Establish regular feedback with customers and suppliers.

 Establish measures for quality/cost/timelines of inputs and outputs.

KKTM Kuantan 64 DMQ 30262