Www.rdaconsultancy.com THE QUALITY MANAGER 2011 Presented by; John Skinner

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THE QUALITY MANAGER 2011THE QUALITY MANAGER 2011

Presented by; John SkinnerPresented by; John Skinner


IntroductionIntroduction

Personal career choices and path into ‘Quality’Personal career choices and path into ‘Quality’ Quality Assurance; just common sense!Quality Assurance; just common sense!

Introduction to RDAIntroduction to RDA


The Quality Manager 2011The Quality Manager 2011 The current business environment continues to be extremely The current business environment continues to be extremely

difficult following on from the recent recession and initial difficult following on from the recent recession and initial recovery (e.g. pay cuts, site closures, job losses, reduced recovery (e.g. pay cuts, site closures, job losses, reduced operating margins/profits, increased competition etc.)operating margins/profits, increased competition etc.)

This is likely to remain so for some years to come;This is likely to remain so for some years to come; we cannot afford to relaxwe cannot afford to relax

What does a business need from their management team?What does a business need from their management team? What management skills are required in today’s competitive What management skills are required in today’s competitive

environment?environment?


What do we see with a Quality Manager profile;What do we see with a Quality Manager profile;

Excellent technical knowledge of products/manufacturingExcellent technical knowledge of products/manufacturing Experienced in inspection/testing techniques and technologyExperienced in inspection/testing techniques and technology

Manages the day to day inspection/testing functionsManages the day to day inspection/testing functions Handles complaints, warranty returns & investigationHandles complaints, warranty returns & investigation

Manages external audits and responds to non-conformities and Manages external audits and responds to non-conformities and audits suppliersaudits suppliers

Reports summary data to the senior management teamReports summary data to the senior management team (member of the team?)(member of the team?)

Writes the Management Review minutesWrites the Management Review minutes Does this summary represent a typical skill set?Does this summary represent a typical skill set?


Is the Quality Profession being let down by;Is the Quality Profession being let down by;

Managers/consultants producing systems that meet the basic Managers/consultants producing systems that meet the basic requirements and have not adopted a process approach requirements and have not adopted a process approach

incorporating improvement, customer focus and satisfaction incorporating improvement, customer focus and satisfaction etc. (e.g. may rely on a few basic flowcharts or procedures)etc. (e.g. may rely on a few basic flowcharts or procedures)

Managers who are not developing their business skills that Managers who are not developing their business skills that may be essential for job security into the futuremay be essential for job security into the future

Managers who are not able to provide support when things Managers who are not able to provide support when things go astray; may only be seen as a roadblock to circumventgo astray; may only be seen as a roadblock to circumvent

Someone who is not respected professionally by their peersSomeone who is not respected professionally by their peers


What should we expect from today’s Quality Manager?What should we expect from today’s Quality Manager?

Can Quality Managers remain focussed on just the Quality Can Quality Managers remain focussed on just the Quality Assurance Operation? (or their additional Environmental/ Assurance Operation? (or their additional Environmental/

Health and Safety responsibilities)Health and Safety responsibilities)


In order to contribute to the success of the organisation, they In order to contribute to the success of the organisation, they need to be a member of the Senior Management teamneed to be a member of the Senior Management team

Where the management team does not include a balance of Where the management team does not include a balance of required skills, projects may experience problems; for required skills, projects may experience problems; for

example:-example:-


Nimrod MRA4 Surveillance/ Nimrod MRA4 Surveillance/ Reconnaissance aircraftReconnaissance aircraft

Cancelled late 2010; £4Bn worth of Cancelled late 2010; £4Bn worth of equipment, airframes, 500 jobs etc.equipment, airframes, 500 jobs etc.

Initiated in 1996 for 21 planes, reduced to Initiated in 1996 for 21 planes, reduced to 12, then 912, then 9

2010 NAO report; cost three times over 2010 NAO report; cost three times over budget, major delays; poor evaluation of budget, major delays; poor evaluation of risk/costs leading to additional expense & risk/costs leading to additional expense & delaysdelays


In order to contribute to the success of the organisation, a In order to contribute to the success of the organisation, a Quality Manger should possess the following additional skill set;Quality Manger should possess the following additional skill set;

Business Planning knowledgeBusiness Planning knowledge Commercial skillsCommercial skills

Sound knowledge of the company processesSound knowledge of the company processes Knowledge of legislative and statutory requirementsKnowledge of legislative and statutory requirements

A working knowledge of environmental requirementsA working knowledge of environmental requirements Sound health & safety skills and knowledge of legal/statutory Sound health & safety skills and knowledge of legal/statutory

requirementsrequirements An understanding of business continuityAn understanding of business continuity


It is not necessary to have a detailed working knowledge of all of It is not necessary to have a detailed working knowledge of all of these aspects initially, as this may be gained over time (CPD?)these aspects initially, as this may be gained over time (CPD?)It is preferable for a basic understanding to be in place to be It is preferable for a basic understanding to be in place to be

able to offer a contribution to the success of the organisation; able to offer a contribution to the success of the organisation; then we can contribute and plan for change instead of being then we can contribute and plan for change instead of being

seen as negative when change is starting (i.e. pointing out seen as negative when change is starting (i.e. pointing out problems, issues that should have been considered sooner etc.)problems, issues that should have been considered sooner etc.)

How often have we experienced comments such as;How often have we experienced comments such as;- ‘If only we had known that this was what they were planning’- ‘If only we had known that this was what they were planning’

- ‘What are they doing now?’- ‘What are they doing now?’- ‘What were they thinking of?’- ‘What were they thinking of?’

- ‘How are we going to do this on our budget?’- ‘How are we going to do this on our budget?’- ‘Why didn’t someone just ask me?’- ‘Why didn’t someone just ask me?’


Of course we will not all have every skill at first, but with Of course we will not all have every skill at first, but with some effort and advice, we can develop our skills to improve some effort and advice, we can develop our skills to improve

our contribution to the organisationour contribution to the organisation We can use specialists or attend specific training We can use specialists or attend specific training

course/seminars to improve our skillscourse/seminars to improve our skills Organisations such as the Engineering Employers Federation, Organisations such as the Engineering Employers Federation,

Institute of Directors, Manufacturing Advisory Service, Dorset Institute of Directors, Manufacturing Advisory Service, Dorset Business offer good quality advice and seminarsBusiness offer good quality advice and seminars

Utilise the services of an external specialist or consultant; this Utilise the services of an external specialist or consultant; this can provide a cost effective solutioncan provide a cost effective solution

The CQI appear to be expanding on related subjects and The CQI appear to be expanding on related subjects and disciplines also……disciplines also……


The CQI's STRATEGIC OBJECTIVESThe CQI's STRATEGIC OBJECTIVES 2. To Develop our Profession 2. To Develop our Profession

Our aspiration by 2015 is have clearly defined the future Our aspiration by 2015 is have clearly defined the future scope and role of the quality profession as a basis for scope and role of the quality profession as a basis for qualifications, membership and ongoing professional qualifications, membership and ongoing professional

development, to grow take up of CQI membership and IRCA development, to grow take up of CQI membership and IRCA certification by (abbreviated):certification by (abbreviated):

Growing and broadening CQI membership to more accurately Growing and broadening CQI membership to more accurately reflect UK industry sectors reflect UK industry sectors

Growing the engagement of employers with the institute and Growing the engagement of employers with the institute and recognition of CQP recognition of CQP

Growing take up of professional development and the Growing take up of professional development and the exchange of best practice within the instituteexchange of best practice within the institute


CQI TRAINING; STRATEGIC QUALITY WORKSHOPCQI TRAINING; STRATEGIC QUALITY WORKSHOP What is and what isn't System Thinking, the importance of What is and what isn't System Thinking, the importance of

system boundaries and controls system boundaries and controls Why the management system profession needs to drive its Why the management system profession needs to drive its

development and use development and use What is strategic quality and what is the role of the Quality What is strategic quality and what is the role of the Quality

Manager within this Manager within this Engaging with other senior managers by using business Engaging with other senior managers by using business

language and adopting good business practice language and adopting good business practice Quality culture and positioning quality strategies Quality culture and positioning quality strategies Delivering both outputs and outcomes, customers experience Delivering both outputs and outcomes, customers experience

and buy outcomes and buy outcomes Learn how UKAS, Certification Bodies and organizations are Learn how UKAS, Certification Bodies and organizations are

embracing System Thinking and the audit of people's embracing System Thinking and the audit of people's behaviour, turning auditing into a high-value strategic risk behaviour, turning auditing into a high-value strategic risk management activity.management activity.

(Abbreviated content)(Abbreviated content)


In summary, perhaps a better job title could be,In summary, perhaps a better job title could be,

Business Improvement ManagerBusiness Improvement Manager

The CQI magazine recently included an article with subject The CQI magazine recently included an article with subject matter related to this presentation; the job title wasmatter related to this presentation; the job title was

‘ ‘Head of Brand Protection’Head of Brand Protection’Ref: CQI Magazine; February 2011Ref: CQI Magazine; February 2011


What would the profile of a Business Improvement Manager be? What would the profile of a Business Improvement Manager be? Someone possessing the follow skill set perhaps;Someone possessing the follow skill set perhaps;

Possessing a wide range of business and product/process related Possessing a wide range of business and product/process related knowledgeknowledge

Be tenacious in a businesslike way (use data, financials)Be tenacious in a businesslike way (use data, financials) Possess good general management skillsPossess good general management skills

Have good communication skillsHave good communication skills Be confident and reassuring when the pressure is onBe confident and reassuring when the pressure is on

Have good project management skillsHave good project management skills A successful manager of changeA successful manager of change

Ability to delegateAbility to delegate Knowledge of core quality skills; Problem Solving, Statistical Knowledge of core quality skills; Problem Solving, Statistical Techniques, Process Capability, Six Sigma, FMEA, MSA, APQP etc.Techniques, Process Capability, Six Sigma, FMEA, MSA, APQP etc.


Example (major electronics assembly facility);Example (major electronics assembly facility);Objective to reduce direct inspection costs and reduce Objective to reduce direct inspection costs and reduce

rework/scrap (60 staff);rework/scrap (60 staff);Significant Investment in automated equipment with ATE Significant Investment in automated equipment with ATE

equipment that matched production rates and was ‘upgradeable’ for equipment that matched production rates and was ‘upgradeable’ for future technologies.future technologies.

Transition to a cell manufacturing system, with inspectors based Transition to a cell manufacturing system, with inspectors based with each team (reduced inspection, increased focus on quality with each team (reduced inspection, increased focus on quality

improvement)improvement)Employment of 2 Quality Engineers to facilitate planning, failure Employment of 2 Quality Engineers to facilitate planning, failure

analysis and implementation of corrective actionanalysis and implementation of corrective action

(links to business/ financial planning, company product/ technology (links to business/ financial planning, company product/ technology development plans, R&D department, Sales planning, HR)development plans, R&D department, Sales planning, HR)


Related issue;Related issue; Purchase of a new CMM, with specific requirements.Purchase of a new CMM, with specific requirements.

A major measuring equipment supplier was not selected; they A major measuring equipment supplier was not selected; they sent a letter to the MD of the company stating that the declared sent a letter to the MD of the company stating that the declared objectives were not possible and questioned the competence of objectives were not possible and questioned the competence of

the Quality Manager in making the selection decision.the Quality Manager in making the selection decision. The project was proved with the preferred supplier.The project was proved with the preferred supplier.

Compensation for slander was subsequently received from the Compensation for slander was subsequently received from the ‘complaining’ company.‘complaining’ company.

As the Quality Manager was a recognised and valued member of As the Quality Manager was a recognised and valued member of the senior management team the MD had no hesitation at all in the senior management team the MD had no hesitation at all in

supporting them.supporting them.


Sir Richard BransonSir Richard Branson Billionaire several times overBillionaire several times over On the success of their magazine ‘Student’ the headmaster of On the success of their magazine ‘Student’ the headmaster of

Stowe, where Richard and his friend Jonny were students, wrote: Stowe, where Richard and his friend Jonny were students, wrote: "Congratulations, Branson. I predict that you will either go to "Congratulations, Branson. I predict that you will either go to prison or become a millionaire.“prison or become a millionaire.“

Virgin; because they were business virginsVirgin; because they were business virgins Branson runs his companies with the idea, he says, of "look for the Branson runs his companies with the idea, he says, of "look for the

best and you'll get the best." He is a big proponent of providing best and you'll get the best." He is a big proponent of providing encouragement to people in the form of "lavish praise", for encouragement to people in the form of "lavish praise", for motivation. He doesn't run things either by micromanaging or by motivation. He doesn't run things either by micromanaging or by criticism. "If a flower is watered, it flourishes. If not, it shrivels up criticism. "If a flower is watered, it flourishes. If not, it shrivels up and dies. It's much more fun looking for the best in people. People and dies. It's much more fun looking for the best in people. People don't need to be told where they've slipped up. They'll sort it out don't need to be told where they've slipped up. They'll sort it out themselves” (Biography extract)themselves” (Biography extract)


Perhaps the historical Quality Manager role will become Perhaps the historical Quality Manager role will become redundant in the future in more ways than one?redundant in the future in more ways than one?


Any Questions?Any Questions?


BreakBreak


Investors in People (IIP)Investors in People (IIP)Getting the people issues and company culture right is Getting the people issues and company culture right is

essential for the motivation, empowerment and involvement essential for the motivation, empowerment and involvement of employees.of employees.

IIP includes;IIP includes;PlanningPlanningCommunicationCommunicationCompetency of staffCompetency of staffContinual development of staff processesContinual development of staff processes--- Example where things are not ‘right’------ Example where things are not ‘right’--- (discussions on laptop wireless backup failure)(discussions on laptop wireless backup failure)


Planning Planning The business objectives contained in a business/operational The business objectives contained in a business/operational

plan should also consider the requirements for employees in plan should also consider the requirements for employees in relation to skills, knowledge, education and training.relation to skills, knowledge, education and training.

This requires a review of current resources/skills etc. against This requires a review of current resources/skills etc. against planned changes due to business growth, change in planned changes due to business growth, change in

market/technologies etc.market/technologies etc. A organisation Employee Training Plan needs to include A organisation Employee Training Plan needs to include

requirements identified during business planning.requirements identified during business planning.


Communication;Communication; the imparting and/or exchanging of information by speaking, the imparting and/or exchanging of information by speaking,

writing, or using some other mediumwriting, or using some other medium How do we achieve this?How do we achieve this?

Briefings, management meetings, notice boards, intranet, video Briefings, management meetings, notice boards, intranet, video screens, organisation newsletter, sales meetings, team meetings, screens, organisation newsletter, sales meetings, team meetings,

cell meetings, health and safety meetings etc.cell meetings, health and safety meetings etc. Good communication helps to;Good communication helps to;

Provide clear information and knowledge to employeesProvide clear information and knowledge to employees Ensure employees are aware of the organisation objectivesEnsure employees are aware of the organisation objectives

Enables communication back to managementEnables communication back to management Provides confidence for employeesProvides confidence for employees

Prevent rumoursPrevent rumours


Enablers (or barriers) to effective communication;Enablers (or barriers) to effective communication;EducationEducation

KnowledgeKnowledgeLanguageLanguage

Listening skillsListening skillsAcronymsAcronymsLegibilityLegibility

AssumptionsAssumptionsAttitudeAttitudeSenioritySeniority


How effective is communication?How effective is communication?

Bad communication between father and son.flv


Competency of staff Competency of staff How do we judge this;How do we judge this;

Appraisals/multi-skilling, external and internal training, Appraisals/multi-skilling, external and internal training, experience, education; appraisals may identify skills experience, education; appraisals may identify skills

shortages/training needs and should support the company shortages/training needs and should support the company culture and developmentculture and development

Quality/process performance resultsQuality/process performance results Employee satisfaction surveysEmployee satisfaction surveys


Continual development of staff processesContinual development of staff processes

This may include such aspects as improving employee This may include such aspects as improving employee induction (good inductions may take weeks to complete, but induction (good inductions may take weeks to complete, but will provide the best results in terms of employee awareness will provide the best results in terms of employee awareness and contribution) and probation methods for example (i.e. by and contribution) and probation methods for example (i.e. by providing effective feedback during the probation period, providing effective feedback during the probation period, leading to a clear final decision that is not open to argument)leading to a clear final decision that is not open to argument)


Everything in IIP positively supports continuous improvement Everything in IIP positively supports continuous improvement and Management Systems.and Management Systems.

Every Business Improvement Manager should work closely Every Business Improvement Manager should work closely with HRwith HR

As a rule of thumb, if the staff are well motivated, As a rule of thumb, if the staff are well motivated, empowered and involved, they will assist the organisation to empowered and involved, they will assist the organisation to improve.improve.

IIP principles can usefully be included in all Management IIP principles can usefully be included in all Management Systems.Systems.


SOUTH WALES FORGEMASTERSSOUTH WALES FORGEMASTERS

A CASE STUDYA CASE STUDY


ROGER GREENROGER GREENCONTINUOUS IMPROVEMENT MANAGERCONTINUOUS IMPROVEMENT MANAGER


HISTORYHISTORY 1938 - COMMENCEMENT - SHADOW FACTORY1938 - COMMENCEMENT - SHADOW FACTORY

1975 - JOBBING FORGE1975 - JOBBING FORGE

1986 - CLOSURE1986 - CLOSURE

1994 - THE ROAD TO DAMASCUS1994 - THE ROAD TO DAMASCUS

2003 - MAINSTREAM AUTOMOTIVE2003 - MAINSTREAM AUTOMOTIVE


QUALITY STANDARDS AND SYSTEMQUALITY STANDARDS AND SYSTEM

HOW WE HAVE PROGRESSEDHOW WE HAVE PROGRESSED

QUALITY STANDARDS - THERE’S A BOOK TO FOLLOWQUALITY STANDARDS - THERE’S A BOOK TO FOLLOW

BSS750

?

ISO/TS 16949

ISO9001

QS 9000

ISO9002

FORD QI

TIME1986

2003

STA

ND

AR

D


LEAN METHODOLOGIESLEAN METHODOLOGIES

KAIZANKAIZAN

KANBANKANBAN BENCHMARKINGBENCHMARKING

VALUEVALUESTREAM STREAM MAPPINGMAPPING

SIX SIX SIGMASIGMA 5C’S5C’S

SMEDSMED

LEAN LEAN METHODOLOGIESMETHODOLOGIES - THERE’S A CONSULTANT TO - THERE’S A CONSULTANT TO TEACHTEACH


CONTINUOUS IMPROVEMENTSCONTINUOUS IMPROVEMENTS

PARADISE


INDUSTRY IMAGEINDUSTRY IMAGE

WE STILL ACHIEVED TS 16949WE STILL ACHIEVED TS 16949

BASH METALDIRTY

CRUDE

BASIC/RAW

NOT SEXY


PEOPLE PROFILEPEOPLE PROFILE

EDUCATION/SKILL PROFILE

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

GCSE A LEVEL TIME SERVED NVQ COMPUTERLITERATE

Skill/Qualifications

AGE

-10

10

30

50

70

15 25 35 45 55 65Age

Number of Employees 1996 Number of Employees 2003


CULTURAL CHANGECULTURAL CHANGE

DIRECTIONDIRECTION TRAININGTRAINING

MOTIVATIONMOTIVATION

FLEXIBILTYFLEXIBILTY

EMPOWERMENTEMPOWERMENT

TRUSTTRUST

INVOLVEMENTINVOLVEMENT


BENEFITSBENEFITS

BUSINESS SYSTEMBUSINESS SYSTEM

COMPANY WIDE FOCUSCOMPANY WIDE FOCUS

KUDOSKUDOS

ENTRY INTO THE MARKET PLACEENTRY INTO THE MARKET PLACE



Any Final Questions?Any Final Questions?


Thank you for you attention and participationThank you for you attention and participation

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Www.rdaconsultancy.com THE QUALITY MANAGER 2011 Presented by; John Skinner