Continual Improvement Assessment Guide

J.P. Russell

Description

This is the first pocket guide of its kind to bring together auditing techniques and guidelines as a structured systematic program for monitoring and promoting continual improvement. Use this guide to develop an assessment tool for your programs that will ensure there is quantifiable and sustainable improvement and identifiable opportunities. A glossary of terms and appendices, including tools such as Continual Improvement Map for ISO 9001, Continual Improvement Perception Survey, and ISO 9004 Assessment Criteria Checklist, are helpful in applying the principles outlined in this useful pocket guide.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Auditing
• Economie gestion
• management
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 30 juin 2003
• Nombre de lectures: 0
• EAN13: 9781636940656
• Langue: English
• Poids de l'ouvrage: 1 Mo

Extrait

Continual Improvement Assessment Guide

Promoting and Sustaining Business Results

Also available from ASQ Quality Press:

Continual Improvement Assessment Guide: Promoting and Sustaining Business Results J. P. Russell The Process Auditing Techniques Guide J. P. Russell The Internal Auditing Pocket Guide J. P. Russell How to Audit the ProcessBased QMS Dennis R. Arter, Charles A. Cianfrani, and John E. (Jack) West Quality Audits for Improved Performance, 3rd Edition Dennis R. Arter Quality Audit Handbook, 2nd Edition ASQ Quality Audit Division

ASQ Pocket Guides – Buy in quantity for special discounts!

14 copies 524 copies 2599 copies 100+ copies

$15.00 10% Discount 20% Discount 30% Discount

For quantities of 1,000 or more, please call for a quote.

Looking for even more helpful pocket guides? ASQ Quality Press publishes a widevariety of pocket guides designed to keep the information you need always close at hand. Whether your information needs are in ISO 9000:2000, Six Sigma, auditing, or team management, ASQ Quality Press publishes a pocket designed for you. Request a complimentary catalog by contacting (800) 2481946, or visit our Web site at http://qualitypress.asq.org for our complete portfolio.

Continual Improvement Assessment Guide

Promoting and Sustaining Business Results

J. P. Russell

ASQ Quality Press Milwaukee, Wisconsin

Continual Improvement Assessment Guide: Promoting and Sustaining Business Results J. P. Russell Library of Congress Cataloging-in-Publication Data Russell, J. P. (James P.), 1945- Continual improvement assessment guide: promoting and sustaining business results / by J.P. Russell. p. cm. Includes bibliographical references and index. ISBN 0-87389-614-9 (pocket guide) 1. Management audit. 2. Organizational effectiveness--Evaluation. 3. Total quality management. I. Title. HD58.95.R873 2003 658.4'013--dc22 2003021340 © 2004 by J. P. Russell All rights reserved. No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, record- ing, or otherwise, without the prior written permission of the publisher. 10 9 8 7 6 5 4 3 2 1 ISBN 0-87389-614-9

Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O’Mara Production Administrator: Barbara Mitrovic Special Marketing Representative: Robin Barry

ASQ Mission: The American Society for Quality advances individual and organizational performance excellence worldwide by providing opportunities for learning, quality improvement, and knowledge exchange.

Attention: Bookstores, Wholesalers, Schools and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are avail- able at quantity discounts with bulk purchases for business, educa- tional, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005.

To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248-1946. Visit our web site at www.asq.org. or qualitypress.asq.org.

Printed in the United States of America

Printed on acid-free paper

Dedication

I am dedicating this book to Jim Bigelow. Jim was a strong advocate for continuous improvement for his employer Exxon Chemical and the world community. Jim was a friend and professional colleague whom I knew through his volunteer efforts on the U. S. Technical Advisory Group TC 176. Jim passed away in 2001 after a brave and lengthy battle with cancer. Many of us benefited from Jim’s friendship and still miss him.

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ix

Chapter 1 Why Check Continual Improvement? . .1 Highly Desirable and Beneficial . . . . . . . . . . . . . . 1 What is Continual Improvement? . . . . . . . . . . . . . 3 Why is Continual Improvement Needed? . . . . . . . 6

Chapter 2 Continual Improvement Assessment Planning . . . . . . . . . . . . . . . . . . . 11 Purposes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Customers of Continual Improvement Assessments . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 3 Verifying Continual Improvement . . . 21 The Key Characteristic of Continual Improvement . . . . . . . . . . . . . . . . . 22 Required Continual Improvement (Compliance) . . . . . . . . . . . . . . . . . . . . . . . . . 25 Continual Improvement Test . . . . . . . . . . . . . . . 27 Continual Improvement Verification Audit Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Performing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Analyzing and Classifying . . . . . . . . . . . . . . . . . 36

v

vi

Contents

Continual Improvement Reporting . . . . . . . . . . . 44 Auditor, Assessor, and Examiner Qualifications . .46 Who and How Often . . . . . . . . . . . . . . . . . . . . . 48 Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Chapter 4 Process Auditing for Continual Improvement . . . . . . . . . . . . . . . . . . 51 Process Auditing for Improving Performance . . . 51 Key Process Performance Indicators . . . . . . . . . 53 Assessment Planning . . . . . . . . . . . . . . . . . . . . 59 Process Auditing for Continual Improvement Audit Plan . . . . . . . . . . . . . . . . 62 Performing the Assessment . . . . . . . . . . . . . . . . 65 Verifying the Process . . . . . . . . . . . . . . . . . . . . . 66 Identifying Opportunities for Improvement . . . . . 67 Identifying Risks to the Organization . . . . . . . . . 69 Is the Process Optimized . . . . . . . . . . . . . . . . . . 72 Continual Improvement Reporting . . . . . . . . . . . 73 Predicting Performance . . . . . . . . . . . . . . . . . . . 75 Assessor Qualifications . . . . . . . . . . . . . . . . . . . 77 Who and How Often . . . . . . . . . . . . . . . . . . . . . 78

CHAPTER 5 Reporting Performance and Wealth . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Link to Customer Interests . . . . . . . . . . . . . . . . . 79 Management Thinking . . . . . . . . . . . . . . . . . . . . 81 Finding and Pain . . . . . . . . . . . . . . . . . . . . . . . . 82

CHAPTER 6 Assessment for Gaps Compared to Performance Excellence Models . . . . . . . . 89 Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Assessment Team . . . . . . . . . . . . . . . . . . . . . . . 92

Contents

Authority/Permission . . . . . . . . . . . . . . . . . . . . . 93 Assessment Plan . . . . . . . . . . . . . . . . . . . . . . . . 94 Conducting the Assessment . . . . . . . . . . . . . . . 94 Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Chapter 7 Self-Assessment Perception Survey . . . . . . . . . . . . . . . . . . . . . . 99 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Part I: Quality Management Principles . . . . . . 102 Part II: Supplier (External) Relations . . . . . . . . . 106 Part III: Organization Objectives . . . . . . . . . . . . 106 Implementation . . . . . . . . . . . . . . . . . . . . . . . . 108 Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

vii

Chapter 8 Managing the Continual Improvement Assessment Program . . . . . . . 111 Need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Preparing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Program Scope . . . . . . . . . . . . . . . . . . . . . . . . 114 Performing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Measuring and Monitoring the Service . . . . . . 120 Implementation of the Continual Improvement Assessment Process . . . . . . . . . 122 Organization Score Keeping of Continual Improvement . . . . . . . . . . . . . . . . . . . . . . . . 123

Glossary of Selected Terms . . . . . . . . . . . . . . . . 125

Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Appendix A Continuous Versus Continual . . . . 133 Appendix B Required Continual Improvement Records . . . . . . . . . . . . . . . . . 137 Appendix C 8Ds for Solving Problems . . . . . . . 139 Appendix D PFD Procedure . . . . . . . . . . . . . . . 141

viii

Contents

Appendix E Continual Improvement Map for ISO 9001 . . . . . . . . . . . . . . . . . . . . . . . . 145 Appendix F FP Matrix . . . . . . . . . . . . . . . . . . . 147 Appendix G Costs and FP Matrix . . . . . . . . . . 151 Appendix H Complaint Costs . . . . . . . . . . . . . 153 Appendix I Q9004 Function Matrix . . . . . . . . . 157 Appendix J Q9004 Assessment Criteria Checklist for Performance Improvement—Example . . . . . . . . . . . . . . . 161 Appendix K CI Perception Survey . . . . . . . . . . 175 Appendix L QMPs . . . . . . . . . . . . . . . . . . . . . . 181 Appendix M Reporting Findings . . . . . . . . . . . 183

Bibliography

Index

. . . . . . . . . . . . . . . . . . . . . . . . . . . . .187

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189