MoSO Supporting Information System of Profound Knowledge

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "MoSO Supporting Information System of Profound Knowledge"

Transcription

1 Lead Author: Malcolm Gall Status: Draft Reviewed Moderated Peer Reviewers: Terry Rose, Alan Clark Overview The system of profound knowledge is basically the thought processes we use to help us understand the world in which we live the family to which we belong the organisation in which we work, even the team in which we work. Fundamentally it is about viewing any organisation from the outside through four lenses which often interact with one another: Main Content SoPK is a useful approach with which to view a problem and any proposed solutions. The four lenses of the system are inextricably linked. However you do not have to be an expert in any of them in order to use the system. Usually organisations need a view from outside in order to understand themselves. The system of profound knowledge can provide this. The system of Profound Knowledge can be thought of as a compound lens to view the world as depicted on the next page supplied by Alan Clark. Version 1, 12 Jan of 7 Contact Malcolm at:

2 Appreciation of a System A system involving people must have an aim; otherwise it has a destiny of negative, or at best, ineffectual action, or collapse. The system is a network of interdependent components that work together to try to accomplish the aim. A human example would be a football team. Lack of appreciation of the system leads to silo thinking and sub-optimisation in its elements, to the detriment of the aim of the whole. eg. "My department has got to win" is not an attitude focussed on the customer and may lose the organisation business. The results of failing to recognise a system are often described as the law of unintended consequences. Version 1, 12 Jan of 7 Contact Malcolm at:

3 The appreciation of a a system also includes an understanding of the relation between the organisation and its environment. The process diagram raises our awareness of how our involvement and our department (or our project) contributes, interacts or influences the achievement of the aims of the organisation. Knowledge of Variation Knowledge of variation allows us to predict, in some circumstances, the outcome or result of a process and series of measurements. For any process, the measures we use to monitor the acceptability of the work can be recorded / plotted on a process behaviour chart (also called a Shewhart or control chart). The charts show changes over time or batches which helps identify whether materials people methods or equipment has changed and affected the process. By analysing the data, the average results and range results can be plotted and then the upper and lower control limits can be calculated. The limits on the chart are calculated empirically from the data, and are set from economic criteria not any statistical model. This is the fingerprint or signature tune of the process, the voice of the process. points recorded outside the process (control) limits are termed special cause points recorded between the process (control) limits are termed normal causes Use of Charts Extraordinary variation comes from special causes of variation. These can be detected, as signals on a process behaviour chart, and tend to be localised in time or sequence. It is usually economically worthwhile investigating and removing them, to make the process stable and predictable. The output of a stable process shows as results between the process limits. This output can be predicted to an extent. The next individual point cannot be predicted, but the average and spread can be. The spread stays within the limits. A stable process can do no better. It is subject only to common causes of variation. This is the Voice of the System. This can be compared with what the customer wants, the Voice of the Customer, which may, or may not be expressed as a specification. Version 1, 12 Jan of 7 Contact Malcolm at:

4 If a different average or smaller spread of output is required, then the process has to be subjected to improvement or innovation. This is likely to be a management responsibility. Tampering (adjusting a stable process) can increase variability. Lack of appreciation of the difference between special and common cause inevitably leads to incorrect management action. Only processes subject to common cause variation are predictable; those subject to special causes are not. Theory of Knowledge Theory is a necessary requirement for application of reasoning. It is a framework. Theory must be tested for its ability to predict and its usefulness. The PDSA cycle is a shorter, more focussed version of the applied scientific method. PDSA cycle can be used for learning, improvement or innovation, provided the system is stable during the time you go round the cycle. The job of management inevitably involves prediction. Prediction comes from theory. Without theory, examples and experience are unreliable guides. Initiatives based upon "common sense" can produce counter- intuitive and counter-productive results. Another area where confusion and damage can be reduced is by the use of Operational Definitions. Operational Definitions (which comprise a test for the concept, a criterion for passing the test and a decision whether the test has been met or not) are very useful to give communicable meaning to a concept, or even a word. This reduces variation between people who have to use the concept together. If a concept is important enough it is worth the effort involved in setting up an operational definition. An example of an operational definition would be a standard test method. If necessary, operational definitions can be improved by using devices such as the PDSA cycle. Version 1, 12 Jan of 7 Contact Malcolm at:

5 Psychology Human motivation is of two types: extrinsic and intrinsic. Extrinsic motivation uses external stimuli, eg rewards and punishments, which can be material (eg money) or emotional (eg status or fear). This is found in command and control organisations. Intrinsic motivation comes from within the person. It shows itself as self-regard and a desire to learn, and leads to a pride in workmanship. Some examples of interactions.. Psychology System Variation Theory of Knowledge Failing to use the strengths and opportunities arising from the interdependence of people. Fear generates wrong figures. Ranking people without understanding natural variation. Setting performance targets without understanding the difference between average and extreme values. People learn in different ways. They acquire knowledge differently. In the absence of operational definitions people ascribe different meanings to words. Version 1, 12 Jan of 7 Contact Malcolm at:

6 Theory of Knowledge System Variation Variation System The application of learning to only one component of a system. In PDSA cycles the Study phase is curtailed due to lack of appreciation of variation. Process charts on a small part of the system do not reveal the full benefits. Not recognising that wrongly timed feedback increases variability. Using a performance measurement target that assumes a single number tells you all you need to know about a system. Looking more deeply into cases will often reveal interactions between three or four of the elements of Profound Knowledge. If you want to know more This system was first presented by Dr W E Deming during , to explain the basis of what he was saying in his Four Day Seminars, looking back to his Fourteen Points for management, as deployed in Out of the Crisis. This was expounded in The New Economics. A longer account is given in The Deming Dimension (H R Neave). Frequently Asked Questions What use is a knowledge of variation? Why is the Theory of Knowledge useful? Why have appreciation for a system? What use is psychology? Why have these four been linked together? Where does SPC come in? Is Six Sigma all about Variation? What is "Lean "? What use is a knowledge of variation? Without it the numbers might mislead you it is difficult to evaluate the possible effects of chance, or to sort signal from noise. If you are studying a process, without current knowledge of variation, you will not know whether it is stable or not. Why is the Theory of Knowledge useful? Don t be put off by the terminology, which sounds very philosophical, and therefore of questionable relevance to people in the real world. Theory of Knowledge is about learning and knowing which facts are useful and reliable in a given set of circumstances. For example, the output of a stable process is predictable in the future, provided circumstances do not change. Version 1, 12 Jan of 7 Contact Malcolm at:

7 Why have appreciation for a system? Because processes, operations and people are often linked and changes in one can easily affect another, often with unpredictable consequences. This applies to physical systems as well as to organisations of people. What use is psychology? This is a vast subject, so for a start just consider the motivation of people. Their motivation directs their behaviour and actions. Organisations benefit from constructive and cooperative behaviour. Why have these four been linked together? Because in real life, where people are involved, not just one, but often all four aspects can be found, if you look hard enough into a problem. Where does SPC come in? SPC stands for "Statistical Process Control". It is the state that a process is in when a "control chart" (today it more likely to be called a "Process Behaviour Chart", or a "Shewhart Chart") of a key process characteristic shows no signals indicating the presence of a special cause of variation. Achieving this state was often the first step in improvement, since it is achieved by removing unnecessary variation. Is Six Sigma all about Variation? No. It is usually a programme of improvement based upon projects which follow a methodology like the PDSA cycle. There are many different types of "Six Sigma", depending upon the provider or organisation involved. It can involve much formal statistics. One key question for potential users is whether the requirements of their customers can be expressed as conventional, independent specifications, eg. ranges of values with upper and lower limits. If so, then capability indices are extensively used. What is "Lean "? This describes an organisation that has successfully applied improvement, say by using SoPK, to reduce waste generation in the organisation's activities. Lean is about driving out all forms of waste: wasted time, wasted effort, wasted resources, wasted materials, wasted finance and so on. For example, the massive reduction of inventories (stock) in a set of processes reduces waste (money tied up in these stores) and uses the economies of flow. The adjective "lean" can also be applied to individual processes. Self Examining Questions 1. Can you measure the variability of your key processes or production? 2. Have you used clear operational definitions for the items you have measured or counted? 3. Do all your process and systems support the aims of your organsiation, or do some frustrate them? 4. Which of your processes are stable and therefore predictable? 5. What motivates your people? 6. How do you solve problems and establish improvements? Version 1, 12 Jan of 7 Contact Malcolm at:

There is a Relationship Between Systems Thinking and W. Edwards Deming s Theory of Profound Knowledge.

There is a Relationship Between Systems Thinking and W. Edwards Deming s Theory of Profound Knowledge. There is a Relationship Between Systems Thinking and W. Edwards Deming s Theory of Profound Knowledge. Dr. Barbara Berry The Berrywood Group Deming s theory of profound knowledge is a management philosophy

More information

Lean thinking and Six sigma at the level of Clinical Service Delivery

Lean thinking and Six sigma at the level of Clinical Service Delivery Lean thinking and Six sigma at the level of Clinical Service Delivery Hugh Rogers FRCS Associate, Service Transformation NHS Institute for Innovation & Improvement Healthcare Events 26 th February 2008

More information

How Lean Six Sigma can Change Higher Education. Norma Simons Performance Innovation LLC Secretary ASQ Education Division

How Lean Six Sigma can Change Higher Education. Norma Simons Performance Innovation LLC Secretary ASQ Education Division How Lean Six Sigma can Change Higher Education Norma Simons Performance Innovation LLC Secretary ASQ Education Division Learning Outcomes Understand the value of project selection Identify the parameters

More information

Total Quality Management TQM Dr.-Ing. George Power. The Evolution of Quality Management

Total Quality Management TQM Dr.-Ing. George Power. The Evolution of Quality Management Total Management TQM Dr.-Ing. George Power The Evolution of Management The Evolution of Management Assurance Total Control Companywide Control Mass Inspection Control (Acceptance Sampling) 2 Evolution

More information

Lean Test Management. Ban Waste,Gain Efficiency. Bob van de Burgt Professional Testing

Lean Test Management. Ban Waste,Gain Efficiency. Bob van de Burgt Professional Testing Lean Test Management Ban Waste,Gain Efficiency Bob van de Burgt Professional Testing 1 I will show you differently! 2 Agenda - Lean Manufacturing - Lean Six Sigma - Roadmap to Lean Test Management - Conclusions

More information

Comparisons of Quality Management Systems

Comparisons of Quality Management Systems CQI Learning Lunch Comparisons of Quality Management Systems Host - Dennis Sergent 517-285-5500 October 20th, 2011 10:30 AM to 2:00 PM University Club of Michigan State 3435 Forest Road, Lansing, MI 48909

More information

I. INTRODUCTION A. There are two aspects to an effective operating system: 1. Design 2. Control.

I. INTRODUCTION A. There are two aspects to an effective operating system: 1. Design 2. Control. Operations Control Chapter 8 CHAPTER OUTLINE I. INTRODUCTION A. There are two aspects to an effective operating system: 1. Design 2. Control. B. Effective operations control is attained by applying the

More information

People. Customer Supplier. Commitment

People. Customer Supplier. Commitment Total Management (TQM) Introduction TQM is the way of managing for the future, and is far wider in its application than just assuring product or service quality it is a way of managing people and business

More information

THE LSS PRIMER SOLUTIONS TEXT

THE LSS PRIMER SOLUTIONS TEXT THE LSS PRIMER SOLUTIONS TEXT 2007 by Bill Wortman - All rights reserved 2.1. Lean and six sigma share in common all of the following issues, EXCEPT: a. They both focus on continuous improvement b. They

More information

MoSO Supporting Information Voice of the Customer

MoSO Supporting Information Voice of the Customer Lead Author: Terry Rose Status: Draft Reviewed Moderated Peer Reviewers: Tony Brown, Tony Korychi Introduction The expression, or VoC, is typically used in two ways: 1. We refer to as the data that defines

More information

Quality Systems Frameworks. SE 350 Software Process & Product Quality 1

Quality Systems Frameworks. SE 350 Software Process & Product Quality 1 Quality Systems Frameworks 1 What is a Quality System? An organization uses quality systems to control and improve the effectiveness of the processes used to deliver a quality product or service A Quality

More information

THE BASICS OF STATISTICAL PROCESS CONTROL & PROCESS BEHAVIOUR CHARTING

THE BASICS OF STATISTICAL PROCESS CONTROL & PROCESS BEHAVIOUR CHARTING THE BASICS OF STATISTICAL PROCESS CONTROL & PROCESS BEHAVIOUR CHARTING A User s Guide to SPC By David Howard Management-NewStyle "...Shewhart perceived that control limits must serve industry in action.

More information

The Original Quality Gurus

The Original Quality Gurus The Original Gurus What is a quality guru? A guru, by definition, is a good person, a wise person and a teacher. A quality guru should be all of these, plus have a concept and approach quality within business

More information

Lean Six Sigma Consulting

Lean Six Sigma Consulting Lean Consulting A Joint Initiative between Lean International Board & Latitude 12 About Lean Lean and, together known as Lean, is a set of widely used Leadership and Management tools and techniques that

More information

An Exploration of Quality Control in Banking and Finance

An Exploration of Quality Control in Banking and Finance Abstract An Exploration of Quality Control in Banking and Finance Jawaher A. Bin Jumah, MSN, RN. René P. Burt, EIT, MSIE. Benjamin Buttram This article discusses the use of quality control techniques in

More information

Proposed overarching principles for National Standards for Out of Home Care

Proposed overarching principles for National Standards for Out of Home Care Working document Development of National Standards for out of home care Over the last ten years, all Australian governments in strong partnership with the non-government sector have increasingly recognised

More information

Mental Skills Training

Mental Skills Training Mental Skills Training INTRODUCTION Sport psychology is the study of thinking in sport and how that thinking affects an individual s behaviour and performance in training and competition. Sport psychology

More information

Using the Lean Model for Performance Improvement

Using the Lean Model for Performance Improvement Using the Lean Model for Performance Improvement Presented by Content Expert: Cindy Mand Director, Lean Enterprise BloodCenter of Wisconsin, Milwaukee, WI Learning Objectives 1. History of Lean and it

More information

The Investigation On Sustainability Of Total Quality Management In Higher Education Through Deming s Pdca Cycle

The Investigation On Sustainability Of Total Quality Management In Higher Education Through Deming s Pdca Cycle The Investigation On Sustainability Of Total Quality Management In Higher Education Through Deming s Pdca Cycle Göktaş Pinar, Çetinceli Esra Süleyman Demirel Üniversitesi Isparta Meslek Yüksekokulu,Isparta

More information

Communication Process

Communication Process Welcome and Introductions Lesson 7 Communication Process Overview: This lesson teaches learners to define the elements of effective communication and its process. It will focus on communication as the

More information

Lean Manufacturing and Six Sigma

Lean Manufacturing and Six Sigma Lean Manufacturing and Six Sigma Research Questions What have we done in the past? What must we do in the future? How do we know these are the correct actions? 1 Lean Definitions Key concepts of lean:

More information

MOTIVATING EMPLOYEES FOR SAFETY SUCCESS

MOTIVATING EMPLOYEES FOR SAFETY SUCCESS MOTIVATING EMPLOYEES FOR SAFETY SUCCESS Thomas R. Krause * and Gordon Sellers # * Behavioral Science Technology, Ojai CA, USA # Behavioural Science Technology International, Bracknell RG12 1JB, Gordon.Sellers@bstsolutions.com

More information

Deming s 14 Points for the Transformation of Management

Deming s 14 Points for the Transformation of Management Deming s 14 Points for the Transformation of Management It is not necessary to change. Survival is not mandatory W. Edwards Deming 2008 E: info @ marval.co.uk Profile W.Edwards Deming was a world famous

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Sexuality Education Curriculum Audit Tool

Sexuality Education Curriculum Audit Tool How does this tool relate to whole-school sexuality education? The Whole-school Sexuality Education Model contains three key areas of action: Curriculum, Community links, partnerships and services School

More information

How To Compare Six Sigma, Lean and the Theory of Constraints

How To Compare Six Sigma, Lean and the Theory of Constraints P R O C E S S M P R O V E M E N T How To Compare Six Sigma, Lean and the Theory of Constraints A framework for choosing what s best for your organization WTHN THE AMERCAN business community a multitude

More information

White Paper. Process Improvement

White Paper. Process Improvement Process Improvement A process is a series of standard actions, tools or techniques that are applied to transform the inputs to the process into outputs. Some processes are flexible (eg, record identified

More information

93% of staff (274) who completed the on-line training provided feedback. This indicated that staff felt that:

93% of staff (274) who completed the on-line training provided feedback. This indicated that staff felt that: APPENDIX 4 FEEDBACK ON ON-LINE AWARENESS TRAINING Equality and Diversity Awareness Training Feedback The online equality and diversity awareness training package was launched in October 2009. Since then,

More information

POSITION DESCRIPTION

POSITION DESCRIPTION POSITION DESCRIPTION Position Title Business Unit : Relationship Manager : Corporate Client Services Reports to (Position) : General Manager Corporate Client Services Physical Location : Auckland Date

More information

Purchasing Success for the Service Sector: Using Lean & Six Sigma.

Purchasing Success for the Service Sector: Using Lean & Six Sigma. Purchasing Success for the Service Sector: Using Lean & Six Sigma. Gurpreet Singh Khurana, MBA, C.P.M., Lean Six Sigma Green Belt Process Improvement Director, AmeriHealth Mercy Family of Companies gurpreet.khurana@amerihealthmercy.com

More information

Chapter 3 02/18/1437. Foundations of Quality Management. Deming (1900-1993) Leaders in the Quality Revolution

Chapter 3 02/18/1437. Foundations of Quality Management. Deming (1900-1993) Leaders in the Quality Revolution Chapter 3 Foundations of Quality Management Evans & Lindsay (2014) MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE, 8e 1 Leaders in the Quality Revolution W. Edwards Deming Joseph M. Juran Philip B. Crosby

More information

Introduction to Statistical Quality Control, 5 th edition. Douglas C. Montgomery Arizona State University

Introduction to Statistical Quality Control, 5 th edition. Douglas C. Montgomery Arizona State University Introduction to Statistical Quality Control, 5 th edition Douglas C. Montgomery Arizona State University 3 Learning Objectives 4 1-1 Definitions and Meaning of Quality 1-1.1 The Eight Dimensions of Quality

More information

Administration and Management in Criminal Justice. Chapter 6: Motivation

Administration and Management in Criminal Justice. Chapter 6: Motivation Administration and Management in Criminal Justice Work Motivation Defined Set of forces, internal and external to an individual, that drive the person to behave in a certain manner (presumably, meeting

More information

Appendix A: Deming s 14 Points for Management

Appendix A: Deming s 14 Points for Management Appendix A: Deming s 14 Points for Management All anyone asks for is a chance to work with pride. W. Edwards Deming* 1. Create constancy of purpose toward improvement of product and service, with the aim

More information

MSc in Lean Operations. Module Descriptions

MSc in Lean Operations. Module Descriptions MSc in Lean Operations Module Descriptions 2010 BSP320 Lean Thinking & Practice To establish the roots, underlying philosophy and development of the lean thinking approach. By the end of the module, the

More information

Psychology. Draft GCSE subject content

Psychology. Draft GCSE subject content Psychology Draft GCSE subject content July 2015 Contents The content for psychology GCSE 3 Introduction 3 Aims and objectives 3 Subject content 4 Knowledge, understanding and skills 4 Appendix A mathematical

More information

Open Minds Submission Family and Community Development Committee Inquiry into Workforce Participation by People with a Mental Illness November 2011

Open Minds Submission Family and Community Development Committee Inquiry into Workforce Participation by People with a Mental Illness November 2011 Open Minds Submission Family and Community Development Committee Inquiry into Workforce Participation by People with a Mental Illness November 2011 Prepared by Sally Gibson Maria Katsonis Co-convenors

More information

Terrigal Burn MD Lean Physician Champion Palo Alto Medical Foundation

Terrigal Burn MD Lean Physician Champion Palo Alto Medical Foundation Terrigal Burn MD Lean Physician Champion Palo Alto Medical Foundation 1 ????? 2 LEAN: BLIND MEN AND ELEPHANT 3 Academic: UC System, Stanford, U of Michigan, Beth Israel Deaconess, U of Oregon, Duke, UNC

More information

Getting Started with Lean Process Management

Getting Started with Lean Process Management Getting Started with Lean Process Management Hi-Tec Exchange Conference San Francisco July 25, 2011 Missions To team with Organizational Leaders, Managers, & Employees to focus on customers & improve competitiveness,

More information

SCPC's Quality Improvement is the Science of Process Management

SCPC's Quality Improvement is the Science of Process Management SCPC's Quality Improvement is the Science of Process Management Identifying and implementing Processes of Care within your hospital will help transform your organization, improve healthcare processes,

More information

Lean Healthcare Simulation Segment I: Baseline Performance

Lean Healthcare Simulation Segment I: Baseline Performance Lean Healthcare Simulation Segment I: Baseline Performance Learning Objectives At the end of this module, you should be able to: Explain the mechanics and rules of the simulation Execute the process in

More information

Simulator Training Emergency Vehicles Exclusion Criteria (T1)

Simulator Training Emergency Vehicles Exclusion Criteria (T1) Exclusion (T1) Exclusion (T1) A) This programme is limited to skills training only. The driving activities are practiced until they are carried out perfectly. B) The programme is clearly aimed at sporting

More information

Years and Curriculum Levels

Years and Curriculum Levels Years and Curriculum Levels This diagram shows how curriculum levels typically relate to years at school. Many students do not, however, fit this pattern. They include those with special learning needs,

More information

Executive Communication: 3-day course

Executive Communication: 3-day course Executive Communication: 3-day course Please see below an outline for our Executive Communication course, which is available as an in-house training course for your staff. The course will be tailored to

More information

Primary Care Practice Facilitation Curriculum

Primary Care Practice Facilitation Curriculum Primary Care Practice Facilitation Curriculum Module 8: Approaches to Quality Improvement Agency for Healthcare Research and Quality Advancing Excellence in Health Care www.ahrq.gov Primary Care Practice

More information

Introduction to Project Management

Introduction to Project Management Introduction to Project Management Quality Management Quality Management Learning Objectives Develop a quality management plan. Perform quality assurance. Apply quality tools. 2 What is Quality? Institute

More information

Vernon Park Primary School. Teaching and Learning Policy

Vernon Park Primary School. Teaching and Learning Policy Vernon Park Primary School Teaching and Learning Policy The school s approach to teaching and learning is based upon the school vision: At Vernon Park Primary School we aim to provide all children, parents,

More information

TOTAL QUALITY MANAGEMENT

TOTAL QUALITY MANAGEMENT VALLIAMAMI ENGINEERING COLLEGE DEPARTMENT OF MANAGEMENT STUDIES BA7104 TOTAL QUALITY MANAGEMENT UNIT I PART-A 1. Define Total Quality Management. Define manufacturing based view of quality. 2. What are

More information

EMPLOYEE ENGAGEMENT. Pipeline Articles www.contactcenterpipeline.com

EMPLOYEE ENGAGEMENT. Pipeline Articles www.contactcenterpipeline.com superior service / feb 2014 EMPLOYEE ENGAGEMENT Five best practices for protecting and investing in your most prized corporate asset: Your employees! By Eli Federman, Customer Service Simplified Pipeline

More information

Business Process Optimization w/ Innovative Results

Business Process Optimization w/ Innovative Results Business Process Optimization w/ Innovative Results Sam DiSalvatore Introduction The principle of continuous process improvement is based on the belief that even excellent products and services can be

More information

MEANING & SIGNIFICANCE OF STATISTICAL PROCESS CONTROL [SPC] Presented by, JAYA VARATHAN B SANKARAN S SARAVANAN J THANGAVEL S

MEANING & SIGNIFICANCE OF STATISTICAL PROCESS CONTROL [SPC] Presented by, JAYA VARATHAN B SANKARAN S SARAVANAN J THANGAVEL S MEANING & SIGNIFICANCE OF STATISTICAL PROCESS CONTROL [SPC] Presented by, JAYA VARATHAN B SANKARAN S SARAVANAN J THANGAVEL S PRESENTATION OUTLINE History Of SPC Meaning &Significance Of SPC SPC in TQM

More information

Advanced Topics in Statistical Process Control

Advanced Topics in Statistical Process Control Advanced Topics in Statistical Process Control The Power of Shewhart s Charts Second Edition Donald J. Wheeler SPC Press Knoxville, Tennessee Contents Preface to the Second Edition Preface The Shewhart

More information

The CRM 49 day success programme. Learn how to take control of your business destiny with our mentored CRM skills development service.

The CRM 49 day success programme. Learn how to take control of your business destiny with our mentored CRM skills development service. The CRM 49 day success programme Learn how to take control of your business destiny with our mentored CRM skills development service. Peter Clements, Microsoft Certified CRM Project Manager, Trainer &

More information

Modellistica Medica. Maria Grazia Pia, INFN Genova. Scuola di Specializzazione in Fisica Sanitaria Genova Anno Accademico 2002-2003

Modellistica Medica. Maria Grazia Pia, INFN Genova. Scuola di Specializzazione in Fisica Sanitaria Genova Anno Accademico 2002-2003 Modellistica Medica Maria Grazia Pia INFN Genova Scuola di Specializzazione in Fisica Sanitaria Genova Anno Accademico 2002-2003 Lezione 18-19 The Unified Process Static dimension Glossary UP (Unified

More information

THE POTENTIAL OF LEAN THINKING IN HEALTHCARE

THE POTENTIAL OF LEAN THINKING IN HEALTHCARE THE POTENTIAL OF LEAN THINKING IN HEALTHCARE Daniel T Jones Chairman Lean Enterprise Academy UK Background LEA has helped many organisations get big benefits from following Toyota in using Lean thinking

More information

A Narrative for Person-Centred Coordinated Care

A Narrative for Person-Centred Coordinated Care A Narrative for Person-Centred Coordinated Care www.nationalvoices.org.uk www.thinklocalactpersonal.org.uk NHS England Publication Gateway Reference Number: 00076 @NVTweeting @TLAP1 1 About this Narrative

More information

SigmaRADIUS Leadership Effectiveness Report

SigmaRADIUS Leadership Effectiveness Report SigmaRADIUS Leadership Effectiveness Report Sample Report NOTE This is a sample report, containing illustrative results for only two dimensions on which 360 performance ratings were obtained. The full

More information

Motivation. Motivation as defined by Sage is the direction and intensity of one s effort.

Motivation. Motivation as defined by Sage is the direction and intensity of one s effort. Motivation In Sport Motivation Motivation as defined by Sage is the direction and intensity of one s effort. Pitfalls and Dangers of Motivating? Adopting specific motivational strategies for all situations

More information

Damers First School Teaching & Learning Policy

Damers First School Teaching & Learning Policy Damers First School Teaching & Learning Policy DAMERS FIRST SCHOOL HAPPY CHILDREN & HIGH QUALITY OHANA! In our family NO ONE GETS LEFT BEHIND Because we believe CHILDREN ARE OUR FUTURE. TEACH THEM WELL

More information

Self Study and Training for Members and Staff of Agricultural Cooperatives A Guidance Manual for Advisers and Trainers

Self Study and Training for Members and Staff of Agricultural Cooperatives A Guidance Manual for Advisers and Trainers Self Study and Training for Members and Staff of Agricultural Cooperatives A Guidance Manual for Advisers and Trainers This manual offers guidance to field workers involved in advising and providing training

More information

CHOOSING THE RIGHT CONTINUOUS IMPROVEMENT METHODOLOGY- LEAN OR SIX SIGMA

CHOOSING THE RIGHT CONTINUOUS IMPROVEMENT METHODOLOGY- LEAN OR SIX SIGMA CHOOSING THE RIGHT CONTINUOUS IMPROVEMENT METHODOLOGY- LEAN OR SIX SIGMA Continuous Improvement Strategy 3609 Wadsworth Blvd. Suite 380 Lakewood, CO 80235 p. 1-800-961-9479 info@leansixsigmaexperts.com

More information

Whether you re new to trading or an experienced investor, listed stock

Whether you re new to trading or an experienced investor, listed stock Chapter 1 Options Trading and Investing In This Chapter Developing an appreciation for options Using option analysis with any market approach Focusing on limiting risk Capitalizing on advanced techniques

More information

Scientific Method. 2. Design Study. 1. Ask Question. Questionnaire. Descriptive Research Study. 6: Share Findings. 1: Ask Question.

Scientific Method. 2. Design Study. 1. Ask Question. Questionnaire. Descriptive Research Study. 6: Share Findings. 1: Ask Question. Descriptive Research Study Investigation of Positive and Negative Affect of UniJos PhD Students toward their PhD Research Project : Ask Question : Design Study Scientific Method 6: Share Findings. Reach

More information

Using SPC Chart Techniques in Production Planning and Scheduling : Two Case Studies. Operations Planning, Scheduling and Control

Using SPC Chart Techniques in Production Planning and Scheduling : Two Case Studies. Operations Planning, Scheduling and Control Using SPC Chart Techniques in Production Planning and Scheduling : Two Case Studies Operations Planning, Scheduling and Control Thananya Wasusri* and Bart MacCarthy Operations Management and Human Factors

More information

PDCA Approach to Self-assessment at Programme Level

PDCA Approach to Self-assessment at Programme Level 1 PDCA Approach to Self-assessment at Programme Level Act Improve QA Finalise SAR Communicate SAR Get ready Plan Communicate intent Organise team Develop plan Understand AUN-QA criteria & process Check

More information

Organisational Change Management

Organisational Change Management Organisational Change Management The only thing that is constant is change in your business, your market, your competitors, and your technology. Remaining competitive and responsive to your customers and

More information

Tools & Techniques for Process Improvement

Tools & Techniques for Process Improvement Tools & Techniques for Process Improvement Understanding processes so that they can be improved by means of a systematic approach requires the knowledge of a simple kit of ols or techniques. The effective

More information

Project Quality Management. Project Management for IT

Project Quality Management. Project Management for IT Project Quality Management 1 Learning Objectives Understand the importance of project quality management for information technology products and services Define project quality management and understand

More information

Performance Management Is performance management really necessary? What techniques are best to use?

Performance Management Is performance management really necessary? What techniques are best to use? Performance Management Is performance management really necessary? What techniques are best to use? This e-book is a guide for employers to help them discover tips and methods of performance management,

More information

Research Report IT barometer 2009. A survey on the importance of IT in Finnish companies from the perspective of IT and business management

Research Report IT barometer 2009. A survey on the importance of IT in Finnish companies from the perspective of IT and business management Research Report IT barometer 2009 A survey on the importance of IT in Finnish companies from the perspective of IT and business management 1. Introduction... 3 1.1. Research Data... 3 1.2. Summary... 4

More information

COLUMN. What is information architecture? Intuitive navigation doesn t happen by chance MAY 2005. The cost of failure

COLUMN. What is information architecture? Intuitive navigation doesn t happen by chance MAY 2005. The cost of failure KM COLUMN MAY 2005 What is information architecture? Organising functionality and content into a structure that people are able to navigate intuitively doesn t happen by chance. Organisations must recognise

More information

The Emotional Economy at Work

The Emotional Economy at Work The Emotional Economy at Work White Paper Series: Paper 400: Selecting & Working with Emotional Engagement Performance Metrics Jeremy Scrivens This paper is dedicated to my highly rational but emotionally

More information

Lean Six Sigma Black Belt Body of Knowledge

Lean Six Sigma Black Belt Body of Knowledge General Lean Six Sigma Defined UN Describe Nature and purpose of Lean Six Sigma Integration of Lean and Six Sigma UN Compare and contrast focus and approaches (Process Velocity and Quality) Y=f(X) Input

More information

Measurement and Metrics Fundamentals. SE 350 Software Process & Product Quality

Measurement and Metrics Fundamentals. SE 350 Software Process & Product Quality Measurement and Metrics Fundamentals Lecture Objectives Provide some basic concepts of metrics Quality attribute metrics and measurements Reliability, validity, error Correlation and causation Discuss

More information

USING TIME SERIES CHARTS TO ANALYZE FINANCIAL DATA (Presented at 2002 Annual Quality Conference)

USING TIME SERIES CHARTS TO ANALYZE FINANCIAL DATA (Presented at 2002 Annual Quality Conference) USING TIME SERIES CHARTS TO ANALYZE FINANCIAL DATA (Presented at 2002 Annual Quality Conference) William McNeese Walt Wilson Business Process Improvement Mayer Electric Company, Inc. 77429 Birmingham,

More information

Performance Management Consultancy

Performance Management Consultancy Performance Management Consultancy Facilitating performance improvements through an effective performance management process What are the challenges? While every organisation has performance management

More information

Total Quality Management and Cost of Quality

Total Quality Management and Cost of Quality Total Quality Management and Cost of Quality Evsevios Hadjicostas The International Quality movement Operator Quality Control Foreman (Supervisor) Quality Control Full-time Inspectors Statistical Quality

More information

KS3 Computing Group 1 Programme of Study 2015 2016 2 hours per week

KS3 Computing Group 1 Programme of Study 2015 2016 2 hours per week 1 07/09/15 2 14/09/15 3 21/09/15 4 28/09/15 Communication and Networks esafety Obtains content from the World Wide Web using a web browser. Understands the importance of communicating safely and respectfully

More information

Related guides: 'Planning and Conducting a Dissertation Research Project'.

Related guides: 'Planning and Conducting a Dissertation Research Project'. Learning Enhancement Team Writing a Dissertation This Study Guide addresses the task of writing a dissertation. It aims to help you to feel confident in the construction of this extended piece of writing,

More information

Involving children and young people an introduction

Involving children and young people an introduction www.nya.org.uk/hearbyright Getting it right for young people Involving children and young people an introduction There are so many opportunities for children and young people to take an active part in

More information

EMPLOYEE SATISFACTION SURVEY. Sample Report

EMPLOYEE SATISFACTION SURVEY. Sample Report ``` EMPLOYEE SATISFACTION SURVEY Sample Report ABC Company Ltd November 2014 Terry Edney BA(Hons) LLM FCIPD, Chief Executive, BusinessHR Tel: 01344 780583, Email: terry.edney@businesshr.com www.businesshr.com

More information

Opening Minds, Opening Services A Self-Assessment Tool

Opening Minds, Opening Services A Self-Assessment Tool Opening Minds, Opening Services A Self-Assessment Tool Building inclusive services for young people from black and ethnic minority communities with learning disabilities and other support needs Introduction

More information

Scrum vs. Kanban vs. Scrumban

Scrum vs. Kanban vs. Scrumban Scrum vs. Kanban vs. Scrumban Prelude As Agile methodologies are becoming more popular, more companies try to adapt them. The most popular of them are Scrum and Kanban while Scrumban is mixed guideline

More information

Customer Retention A way of business life for the successful

Customer Retention A way of business life for the successful Customer Retention A way of business life for the successful Are all your customers happy customers. Do they buy and move on, or buy and buy again? Do you even know if they have left and if not how many

More information

JOB DESCRIPTION. Performance Improvement Officer (within Customer Services Team) Enquiries, Compliments and Complaints Co-ordinator

JOB DESCRIPTION. Performance Improvement Officer (within Customer Services Team) Enquiries, Compliments and Complaints Co-ordinator JOB DESCRIPTION ROLE: Performance Improvement Officer (within Customer Services Team) LEVEL: Level 6 SALARY BAND: up to 25682 RESPONSIBLE TO: RESPONSIBLE FOR: DEPARTMENT: Customer Services Manager Enquiries,

More information

We hear you - putting our customers at the heart of everything we do

We hear you - putting our customers at the heart of everything we do We hear you - putting our customers at the heart of everything we do Virgin Media is the largest Virgin company in the world The second largest residential broadband provider in the UK The UK s largest

More information

Digital Literacy: Communicating, Collaborating and E- Safety, Multimedia, Music and Sound, Digital Imagery

Digital Literacy: Communicating, Collaborating and E- Safety, Multimedia, Music and Sound, Digital Imagery Digital Literacy: Communicating, Collaborating and E- Safety, Multimedia, Music and Sound, Digital Imagery KS1: Pupils are taught to: use technology safely and respectfully, keeping personal information

More information

Reward management We were wrong on pay

Reward management We were wrong on pay Student Self-administered case study Reward management We were wrong on pay Case duration (Min): 45-60 Human Resource Management (HRM) Reward management Worldwide Case summary: Morgan Stanley's CEO says

More information

FORUM ON TAX ADMINISTRATION

FORUM ON TAX ADMINISTRATION ORGANISATION FOR ECONOMIC CO-OPERATION AND DEVELOPMENT FORUM ON TAX ADMINISTRATION Information Note: Tax Compliance and Tax Accounting Systems April 2010 CENTRE FOR TAX POLICY AND ADMINISTRATION TABLE

More information

FUNCTION ANALYSIS SYSTEMS TECHNIQUE THE BASICS

FUNCTION ANALYSIS SYSTEMS TECHNIQUE THE BASICS FUNCTION ANALYSIS SYSTEMS TECHNIQUE THE BASICS FOREWORD Some twenty years ago, J. Jerry Kaufman gave a presentation at the SAVE international conference describing the primary features of FAST and establishing

More information

Overview of Lean at URMC

Overview of Lean at URMC Overview of Lean at URMC Agenda Introduction to Lean at URMC Strategy for Lean at URMC Understanding Waste Introduction to Tools & Techniques 1 Healthcare, As It Is Currently Delivered in The US, is Unsustainable

More information

Injury Management. Making it Work. Injury Management Making it Work 1

Injury Management. Making it Work. Injury Management Making it Work 1 Injury Management Making it Work Injury Management Making it Work 1 Please note This information is for guidance only and is not to be taken as an expression of the law. It should be read in conjunction

More information

Plug IT In 5 Project management

Plug IT In 5 Project management Plug IT In 5 Project management PLUG IT IN OUTLINE PI5.1 Project management for information systems projects PI5.2 The project management process PI5.3 The project management body of knowledge LEARNING

More information

Data Collection and Analysis

Data Collection and Analysis Data Collection and Analysis Dr Jane Marshall Product Excellence using 6 Sigma Module PEUSS 2011/2012 Data Collection and Analysis Page 1 Objectives Understand the relationship between data and analysis

More information

Certification in Humanitarian Supply Chain Management (CHSCM) Competence Model. Final Version 2007

Certification in Humanitarian Supply Chain Management (CHSCM) Competence Model. Final Version 2007 Certification in Humanitarian Supply Chain Management (CHSCM) Competence Model Final Version 2007 Contents Competence Model Context... 3 Functional Map... 6 UNIT 1 Supply Chain Planning... 7 UNIT 2 Supply

More information

Chapter 8 Approaches to System Development

Chapter 8 Approaches to System Development Systems Analysis and Design in a Changing World, sixth edition 8-1 Chapter 8 Approaches to System Development Table of Contents Chapter Overview Learning Objectives Notes on Opening Case and EOC Cases

More information

Topic 12 Total Quality Management. From Control to Management. Deming s Fourteen Points for TQM

Topic 12 Total Quality Management. From Control to Management. Deming s Fourteen Points for TQM Topic 12 Total Quality Management From Control to Management 1 Inspection Error detection of finished goods Rectification Reading guide: Chapter 20 (Slack et al, 2004) and MGT326 Slides/Handout 1 2 Quality

More information

Executive Summary. Summary - 1

Executive Summary. Summary - 1 Executive Summary For as long as human beings have deceived one another, people have tried to develop techniques for detecting deception and finding truth. Lie detection took on aspects of modern science

More information

PROCESS CONTROL: TIMELY FEEDBACK FOR QUALITY MILK PRODUCTION AT THE FARM. Jeffrey K. Reneau University of Minnesota St.

PROCESS CONTROL: TIMELY FEEDBACK FOR QUALITY MILK PRODUCTION AT THE FARM. Jeffrey K. Reneau University of Minnesota St. PROCESS CONTROL: TIMELY FEEDBACK FOR QUALITY MILK PRODUCTION AT THE FARM Jeffrey K. Reneau University of Minnesota St. Paul, Minnesota Assembling, training, motivating, and retaining a skilled crew of

More information

Driving Supplier Performance Improvement:

Driving Supplier Performance Improvement: Driving Supplier Performance Improvement: Using established HR techniques and on-line tools to enhance supplier performance management. Although supplier performance management can be complex and time

More information