Initial Analysis for WBI Design Project

Transcription

1 Initial Analysis for WBI Design Project 1. Introduction This Web-based instructional module will be developed for the purpose of improving the performance of quality assurance and production personnel in the use the Online ISO 9001 Quality Management System developed by Chuck McPherson for Tooling Concepts and Industrial Supply (TCIS). The online quality management system conforms to the international standard ISO 9001:2008, Quality management systems Requirements. This system provides the means whereby a company may demonstrate its ability to provide products and services that meet customer and regulatory requirements. The system provides the framework and structure for identifying and meeting quality system objectives. 2. Problem Statement Assessment of TCIS quality management system effectiveness through external audits of the system has revealed several cases where personnel have failed to achieve the desired performance. These personnel have either omitted task steps or performed steps incorrectly that have resulted in discrepant actions and product nonconformities. A root cause analysis conducted by quality assurance revealed that in the majority of the cases analyzed, personnel failed to follow procedures and work instructions because they were not aware of how the quality system works or how to use the system. 2.1 Desired Performance To ensure that products and services meet customer requirements, procedures and work instructions appropriate for the task are followed in the realization of that product or service. These procedures and work instructions address the methods and processes to be followed in the realization of a given product or service as well as the requirements for quality. Given a production task, the employee will reference the online quality system procedures, technical data, and work instructions pertinent to that task. Required forms for documenting conformity and compliance to requirements are printed from the system and used. The online system provides immediate access to the most current revision of procedures, technical data, work instructions, and forms. Personnel performing work will verify current revision of previously printed documents using the online system to ensure that revisions and changes are incorporated into production and inspection tasks. The system also provides the overall quality policy and quality system objectives utilized by top management. Management establishes, measures, and monitors

2 these objectives to ensure that they are achieved and fulfill the quality policy. Measuring and monitoring of quality system performance and objectives is required for third party accreditation of a company s quality management system. 2.2 Actual Performance Even though the quality management system is online and easily accessed through use of a Web browser, employees have difficulty using the system. Employees are often confused about where to locate a particular procedural guidance document or work instruction. For example, in a recent third party audit of the company quality management system, the following discrepancies were noted: The purchasing representative did not apply the required purchase order clauses to the purchase order document as required by the purchasing procedure. Receiving inspectors failed to complete supplier deviation reports for suppliers who furnished materials that did not meet purchase order requirements as required by the supplier evaluation procedure. Internal audits were not conducted according to the audit plan as required by the internal audit procedure and internal audit work instruction. Root cause analysis was not being applied to corrective actions as required by the corrective action procedure. Identified nonconforming product and materials were not quarantined as required by the control of nonconforming product procedure and the work instruction for verification of purchased product. Interviews of personnel associated with these discrepancies stated that they were not aware of these requirements in all cases and did not know where to find these requirements in the quality system. Basically, these personnel were following verbal suggestions and instructions from fellow workers and their own judgment. These personnel generally failed to appreciate the necessity of following procedures and quality requirements. 2.3 The Performance Gap The performance gap is characterized by three factors. First, some personnel do not value the quality management system or appreciate its intent because they seem to not understand the purpose of the system. Second, some employees were not aware that specific requirements

3 related to their job tasks are provided by the system. Third, several employees, while able to use a Web browser and navigate through hyperlinks, are confused about how to use the system The performance gap has been identified by top management as being critical and is spread over all levels of the company. Product rework as a result of failure to follow specified requirements is costing the company tens of thousands of dollars a year. Quality management system third-party certification costs are exacerbated by corrective actions that must be implemented as a result of failure to follow the company s quality management system. Delays in on time delivery performance as a result of rework and corrective actions have resulted in many customer complaints. Performance gap problems identified are: Lack of knowledge of how to use the online quality management system Lack of training resources or job aides for using the system Lack of appreciation for the intent and purpose of the system Low value attributed to the use of the system by personnel Supervisory and management personnel do not support the use of the system 3. Instructional Goal Statement At the end of the instruction, the participant will be able to operate the online ISO 9001 Quality Management System (QMS). The participant will be able to describe the criteria, methods, and tools available within the system for achieving the company s quality objectives. The outcome level for the instructional goal is based on Gagné s Categories of Learning and is designated to be at the intellectual skill of rule using. 4. Instructional Environment Since the company quality management system is a Web-based system, using the Web is the ideal choice for instructional environment. Employees can participate in the training from their computer work stations or even from home. Computers located in break rooms can also be utilized by employees for completing the training. The training may be integrated as a sub-web with the overall web-structure of the online quality management system as shown in Figure 1-1.

4 Figure 1-1, QMS Home Screen 5. Context CLM Online Learning and Development Center provides Web-based training design, development and implementation. Resources for these activities are provided and maintained by CLM. The Web-based training module will be hosted on a secure Internet site maintained by CLM. Hosting and Web server support are provided to ensure integrity and preservation of company intellectual property. CLM, through it s supplier for Web hosting services ensures the following for Web-based training: 1. 98% uptime or greater on the Web server with a design, implementation and staffing to keep the site live, without any downtime, 24 hours a day, 7 days a week. 2. , telephone and Web-based tech support must be available 24 hours a day, 7 days a week

5 3. Backup and restore technology adequate to protecting TCIS documentation and data. 4. Weekly full backups and daily incremental backups. 5. Long term off-site retention of data backups 6. Fully redundant power and air conditioning supply, with state of the art fire protection providing the maximum possible protection against potential disasters that could affect TCIS documentation and data hour guards and physical location monitoring 6. Technical and personnel support staff. Technical support will be provided for the functionality and content of the Web-based training module by Chuck McPherson of CLM. Support for the functionality of the Web server will be provided by CLM s supplier for Web hosting services. 7. Allocated Personnel for the How to Use the Online Quality Management System WBI Project. The Web-based instructional designer and project manager will be Chuck McPherson of CLM. CLM team members Sylvia Rogers and Tom Wilson will evaluate the WBI at planned intervals throughout the development process to ensure the usefulness of the WBI in helping learners achieve the instructional goal. The instructor appointed by TCIS for supporting the Web-based instruction in their organization will be Brian Wilson, the Quality Assurance Manager for TCIS. 8. Learner location and technology Learners will be located at Tooling Concepts and Industrial Supply of Mobile. Office and production personnel currently have computers in their immediate work areas which are used in the performance of their job duties and for accessing the online QMS. Participants will use these computers to participate in the WBI; however, they may use any computer connected to the Internet at any location. Since the online QMS is a restricted access website, the learner access the WBI will need their assign username and password. 9. Technical Issues Technical issues that might be faced by the designer, instructor, and personnel will be articulated and provided in a future update to this analysis as these issues emerge. Issues related to ADA and copyright will be addressed. The Web Editor to be used for development of the WBI will be

6 Microsoft FrontPage The interactive content will be developed using Macromedia Authorware Technical Resource Utilization The overall technical resource utilization plan is depicted in Figure 1-2. This plan provides a general overview to the product realization tools for developing the Web-based instruction. Figure 1-2. Design plan for Web-based instructional development.

7 11. Stakeholders For purposes of this WBI design and development project, stakeholders will be categorized as primary and secondary. Primary stakeholders are identified as those individuals having responsibility for making decisions impacting the production and delivery of the WBI. Secondary stakeholders are indirectly involved in the realization of the WBI module and have limited or no decision-making authority. The primary and secondary stakeholders and their areas of responsibility are as follows: 2.1 Primary Stakeholders Project Manager / Designer: Chuck McPherson. Chuck will plan and manage the WBI product realization process. Chuck is responsible for the design, development, and implementation of the WBI. He will be responsible for developing the evaluation plans and ensuring that the evaluation process outputs (e.g., revisions, corrective actions, and recommendations for improvement) are communicated to stakeholders. Chuck (in collaboration with primary stakeholders) will determine if evaluation outputs will be incorporated into the final WBI product. Evaluator: Sylvia Rogers. She is responsible for conducting formative evaluations. Learners: Brian Wilson, Ida Buish, and Shelia English. The Learner evaluators are responsible for trying out the WBI prototype and providing feedback and recommendations for improving the final product. Client: Fred Buish, President of Tooling Concepts and Industrial Supply. Fred is responsible for ensuring that the resources needed for development and implementation of the WBI are provided. He will provide a vision and champion the improvement initiative within the organization. 2.2 Secondary Stakeholders Dr. Davidson-Shivers, IDD Professor at the University of South Alabama: Dr. Davidson- Shivers is Chuck McPherson s supervisor and mentor for the WBI module. For purposes of the course (ISD 653), she will review Chuck s work and assign a grade for the project. Thomas Wilson, Lead Auditor with DNV Certification: He will provide evaluation input and subject matter expertise for ISO Audience

8 The audience for How to Use the Online Quality Management System will be production and quality assurance personnel, supervisors and management. 13. Entry Level Skills Personnel are required to possess some entry level skills to use the online quality management system. These skills are basic keyboarding skills, using a pointing device, using a Web browser, and opening and printing documents in Microsoft Word, Excel, and Adobe Acrobat Reader. All TCIS employees are required to possess these skills as a condition of employment. Analysis of learner knowledge and attitudes about the QMS will be conducted through use of a questionnaire. The initial draft of the questionnaire is provided in the Appendix. 14. Job Task Map Before preparing the learning task map, a job task analysis was conducted to map out all the task steps that are required to use the online QMS. The completed job task analysis is included in the Appendix. The task steps from the job task analysis were clustered based on their procedural relationships into the learning activities depicted on the learning task map. See Job Task Map: Analysis pdf 15. Learning Task Map The learning task map (LTM) is located in the Appendix. The LTM reflects the organization and sequencing of learning tasks for the WBI. See LTM: pdf