Quality Progress - February 2018 - 34

F E AT U R E

COMMUNICATION

+ When to communicate.
+ Who to communicate with.
+ How to communicate.

products that directly influence human life, high-quality, efficient,
and effective communication can add as much value as the product
or service. Therefore, solving process and communication problems
should occur simultaneously.
Departments often budget for resources pertaining to direct and
indirect labor costs while ignoring communication costs-possibly
because communication-based costs may be difficult to identify.
This is not an issue for call centers and communication departments
in which information is a key metric or prime area of responsibility.
Senior managers must support initiatives to solve communication and process problems together with the understanding that
communication correlates with performance and meeting goals by
improving quality and increasing productivity and profitability.² The
same support is required for the success of all departments. Process
knowledge, corporate goals, voice of the customer (VOC), failure
mode and effects analysis (FMEA) and the cost of poor quality can
help provide an understanding to senior managers.
An organization's cost of poor quality documents may help measure dollars associated with communication problems. Operations
data also may be helpful to capture the cost of poor communications. Value stream maps (VSM) track information flows, but using
concepts and tools such as the seven deadly wastes, the five whys
and FMEA are needed to perform root cause analysis and solve
problems. These quality tools help management make the best
decisions to drive success for the corporation.
ISO 9001:2015, Clause 7 addresses support, and clause 7.4 specifically applies to communications by addressing requirements for
organizations to determine the internal and external communications relevant to the work management system (WMS), including:
+ What to communicate.

Upgrading your strategy

Developing and reevaluating
updated communication plans
involves identifying wastes, as well as
providing preventive and innovative
solutions. Leaning communications
is the first step toward improvement,
and ISO standards call for proactive solutions related to risk-based
thinking.³
Remember, changing customer
requirements, remaining competitive, conveying effective, efficient
messages and mastering communications "the millennial way" are
the main reasons organizations
should upgrade their communication
strategies.
Customers use social media to
relay their opinions about services
and products acquired.⁴ Therefore,
organizations should take measurements to understand customer
requirements and new needs to
remain competitive. Dissatisfied
customers can disperse negative

F I G U R E 2 - PA R T A

One approval
same day of
verification

Signee
unavailable for
several days or
weeks

Unauthorizied work
causing status
changes, untimely
reports, potential
revenue loss

Why:
Potential cause(s)
of failure

5

Several
approvals
required to verify
completion

Current/future controls

RPN

Potential effect(s)
of failure

Detect

What:
Potential failure
mode

Occur

1

When:
Item/process
step

Severe

Step ID

Failure mode and effects analysis (FMEA) worksheet

9

Currently send the
information to several
stakeholders and
the process owner
for validation and
signatures in hardcopy
format

9

9

2

0

3

0

4

0

34 QP

February 2018 ❘ qualityprogress.com


http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - February 2018

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Career Coach
Office Efficiency
The Crown Jewels of Design
Open Lines
Less Is More
ASQ 2018 Six Sigma Resource Guide
Standard Issues
Six Sigma Solutions
Statistics Spotlight
Marketplace
Footnotes
Try This Today
Quality Progress - February 2018 - intro
Quality Progress - February 2018 - cover1
Quality Progress - February 2018 - cover2
Quality Progress - February 2018 - 1
Quality Progress - February 2018 - 2
Quality Progress - February 2018 - 3
Quality Progress - February 2018 - 4
Quality Progress - February 2018 - 5
Quality Progress - February 2018 - Seen and Heard
Quality Progress - February 2018 - 7
Quality Progress - February 2018 - Expert Answers
Quality Progress - February 2018 - 9
Quality Progress - February 2018 - Progress Report
Quality Progress - February 2018 - 11
Quality Progress - February 2018 - Mr. Pareto Head
Quality Progress - February 2018 - 13
Quality Progress - February 2018 - Career Coach
Quality Progress - February 2018 - 15
Quality Progress - February 2018 - Office Efficiency
Quality Progress - February 2018 - 17
Quality Progress - February 2018 - 18
Quality Progress - February 2018 - 19
Quality Progress - February 2018 - 20
Quality Progress - February 2018 - 21
Quality Progress - February 2018 - The Crown Jewels of Design
Quality Progress - February 2018 - 23
Quality Progress - February 2018 - 24
Quality Progress - February 2018 - 25
Quality Progress - February 2018 - 26
Quality Progress - February 2018 - 27
Quality Progress - February 2018 - 28
Quality Progress - February 2018 - 29
Quality Progress - February 2018 - Open Lines
Quality Progress - February 2018 - 31
Quality Progress - February 2018 - 32
Quality Progress - February 2018 - 33
Quality Progress - February 2018 - 34
Quality Progress - February 2018 - 35
Quality Progress - February 2018 - 36
Quality Progress - February 2018 - 37
Quality Progress - February 2018 - Less Is More
Quality Progress - February 2018 - 39
Quality Progress - February 2018 - 40
Quality Progress - February 2018 - 41
Quality Progress - February 2018 - 42
Quality Progress - February 2018 - 43
Quality Progress - February 2018 - ASQ 2018 Six Sigma Resource Guide
Quality Progress - February 2018 - 45
Quality Progress - February 2018 - Standard Issues
Quality Progress - February 2018 - 47
Quality Progress - February 2018 - 48
Quality Progress - February 2018 - 49
Quality Progress - February 2018 - Six Sigma Solutions
Quality Progress - February 2018 - 51
Quality Progress - February 2018 - 52
Quality Progress - February 2018 - Statistics Spotlight
Quality Progress - February 2018 - 54
Quality Progress - February 2018 - 55
Quality Progress - February 2018 - 56
Quality Progress - February 2018 - 57
Quality Progress - February 2018 - Marketplace
Quality Progress - February 2018 - 59
Quality Progress - February 2018 - Footnotes
Quality Progress - February 2018 - 61
Quality Progress - February 2018 - 62
Quality Progress - February 2018 - 63
Quality Progress - February 2018 - Try This Today
Quality Progress - February 2018 - cover3
Quality Progress - February 2018 - cover4
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