Quality Progress - February 2018 - 35

experiences about the organization quickly and across the world
with one click of the mouse.
Use innovative channels and approaches for relevant communication to connect all ages of the workforce and customers. Convince
senior managers that communication matters and is worth the
investment. Share your improved communication flow and guidelines with all key internal and external customers (that is, enablers
and suppliers).
Develop a mechanism that receives and tracks improvements
to stay abreast and make adjustments as needed. Technology can
be used for real-time reporting on smartphones. Let smartphones
serve you to meet the needs of your department, enablers and
external customers.⁵
Use communicative technology and innovative approaches that fit
the vision and mission of the organization to meet customers' preferences. VOC tools-such as critical to quality (CTQ), quality function
deployment (QFD) and benchmarking-will help to obtain feedback
and best practices that make communication improvements more
applicable to current and future needs.⁶
VOC involves collecting data from the customers, CTQ uses
key metrics of customer satisfaction and translates the customer
requirements to numerical requirements to show priorities, and
QFD is good for cross-functional teams because it takes customers' needs and translates them into technical requirements for the
organization.
Figure 1 (pp. 32-33) is an example of a documented communication plan that complies with ISO 9001:2015, clause 7.4. This
department initiates and manages corporate projects with a

realized gain equal to or greater
than $500,000. Project types and
report status (that is, external or
incomplete) identifies media outlets
that are customer focused to meet
customized needs.
Lean your plan by mapping (using
VSM) the current state to understand critical connections, flows
and outputs. Identify and list the
seven deadly wastes (transportation,
inventory, motion, waiting, overproduction, overprocessing and defects)
and all issues in column seven in
Figure 1. Impacts of the wastes and
issues must be understood. Therefore, barriers must be "root caused"
and documented in column eight.
The five whys tool should be used
to determine the root cause by
identifying the symptom of the problem and asking "Why?" five times.⁷
Decide what actions result in the
best solutions. Actions for solutions
and preventive measures, preventive
action items, countermeasures and a
due date must be documented.
Map the improved state of the

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

Frank Blair

Installed appropriate
software, identified
appropriate signee for
projects, coordinated
schedule for verification
meetings, designed metrics
to monitor performance,
and set up reporting
mechanism to track.

RPN

Action taken

Detect

Identify authorized signature approval to sign verification
approval and project completions. Verification presentation
and Q&A meetings will occur five days prior to signature
requirement-projects can be signed off at the verfication
meeting. Install computerized software, phone applications
for realtime reporting. Otherwise, verification notification
and prompts for signatures will occur online and by phone
application. Computerized signatures will be acceptable as
part of the process to sign off for projects. Design metrics
and mechanisms for data gathering and reporting. Write
SWI when project is complete.

Responsibility
and target date
completion

Occur

Recommended actions
(Response plans: standard operating procedures,
containment, control plans)

Severe

Failure mode and effects analysis (FMEA) worksheet

9

0

0
0
0

qualityprogress.com ❘ February 2018

QP 35


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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