Quality Progress - February 2018 - 37

understanding and standardized definition. A glossary of terms may
be developed for this purpose.
Direct impacts to the customer, support, and the output or service
in your department are ranked highly impacted (H), somewhat
impacted (M), and low or no impact (L).
First, key barriers must be root caused. See the earlier instructions
to perform root cause analysis using the five whys. Second, list the
root causes in column eight. Third, identify the countermeasures and
list the preventive countermeasures. These measures should solve
and prevent root cause problems.
Conduct an FMEA meeting to agree on preventive and risk-based
management solutions. The need to do so is imperative because of
the impact on employees, customers and cost to the organization of
poor quality. See Figure 2 for the FMEA communications worksheet
as an example of an FMEA.13
FMEA information should be provided in columns nine and 10. List
the person who is responsible for the FMEA action items in column
11. After FMEA sessions are complete and actions implemented, it
is advised to conduct plan-do-check-act meetings to monitor and
measure performance for action items.
Pilots, testing and verification are required to ensure that the
actions meet all standards, requirements and communication needs.
A director or process owner should sign off and date the action
when the verification is complete according to the standards and
agreement of the users.
Write the guidelines and share the information for your improved
communication process. A "lessons learned" document should be
written to share and train other areas in the organization. Similar
problems probably exist in other departments, and your shared
experience can save the organization time and money. If "lessons
learned" documents are considered in improvement sessions, they
enhance improvement activities for the desired and future state.

Shaping your improved plan

In conclusion, higher quality standards that prevent issues rather
than react to problems must shape your improved communication
plan. Although quality communication drives performance, it also
promotes employee engagement.14
Employees will have more time to focus on the task at hand rather
than trying to interpret and respond to mixed messages. Productivity will increase, and profitability also should increase because
improvements are leaned for operations efficiency.
REFERENCES AND NOTE
1. Asamu Festus Femi, "The Impact of Communication on Workers'
Performance in Selected Organizations," ISOR Journal of Humanities and
Social Science, Vol. 19, No. 8, 2014, pp. 75-82.
2. Zareen Husain, "Effective Communication Brings Successful Organizational
Change," The Business and Management Review, Vol. 3, No. 2, 2013, pp.
43-50.
3. See ISO 31000 Risk management guidelines for more information about risk
management.

4. Evripidis Lampadarios, "A Qualitative
Perspective of Enterprise Success Factors
for SMES," A Case Study in the UK Chemical
Distribution Industry, Vol. 4, No. 1, 2016,
pp. 60-69.
5. Danny Flamberg, "The Importance of
Customer Preference," DMN News Data
Analytics, May 20, 2014.
6. Nick Kane, "Get to Know Your Customers'
Communication Preference," Janek
Performance Group-Sales Performance, 2015.
7. Quality Council of Indiana, "Certified Six
Sigma Black Belt Primer, Additional Analysis
Methods/Root Cause Analysis, 5 Whys," Vol. 8,
No. 132, 2007.
8. Cheng Wei Hin, Filzah Md Isa and Abdul Manaf
Bohari, "Can Better Work Communication
Serve to Improve Job Satisfaction and Reduce
Absenteeism?" Asian Journal of Business and
Management Sciences, Vol. 3, No. 10, pp. 1-10.
9. International Organization of Standardization
Technical Committee 176 Subcommittee 2,
N1286, "Guidance on the Requirement for
Documented Information of ISO 9001:2015,"
www.iso.org/files/live/sites/isoorg/files/
archive/pdf/en/documented_information.pdf.
10. 9001 Academy-ISO 9001 Online Consultation
Center, "Twelve-Step Transition Process From
ISO 9001:2008 to 2015 Revision," white paper,
2015.
11. Matt Hansen, "Risk Assessment With the
FMEA Tool, Lesson 7," Lean Six Sigma StatStuff
Way: A Practical Reference Guide for Lean Six
Sigma, Essential Publishing, 2013, p. 313.
12. Pekka Töytäri, Risto Rajala, Lucas NilssonOllandt and Joona Keranen, "A Value
Proposition Development Framework for
Industrial Service," proceedings from the 50th
Hawaii International Conference on System
Sciences, p. 1,618, 2017.
13. Ibid.
14. Alexander E. Ellinger, Patricia J. Daugherty
and Quentin J. Plair, "Customer Satisfaction
and Loyalty in Supply Chain: The Role of
Communication," Transportation Research,
Part E: Logistics and Transportation Review,
Vol. 35, No. 2, pp. 121-134.

Sharon A. Floyd is president of
SF Consultant LLC in Detroit. She
has a bachelor's degree in general
management from Wayne State
University in Detroit. She is a member
of ASQ and an ASQ-certified Six Sigma
Black Belt.

qualityprogress.com ❘ February 2018

QP 37


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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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