Asq 111209 John M Cachat People And Process Driven Software For Quality Management

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People and Process Driven Software for Quality Management

Discussion

ASQ Elyria ChapterNov 12, 2009

Presented ByJohn M. Cachat, General Manager

Cachat & Associates

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Participant Needs and Wants

Current QMS computerization efforts What is working? What is not working? Would it be helpful if…..

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The Old Software ParadigmConfession of an Software Executive

I used to think that it is all about the data and reporting

I used to think the people just need to deal with it, learn the “app”

I accepted extensive software training as how it is done (initial & on-going)

Until a customer challenged this paradigmJohn M. CachatEx Chairman and Founder of IQS, Inc.

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Technology

The New Software Paradigm

ProcessPeople

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The Challenge - Paradigm Shift

How do I engage people that never log into an “software app?”

Do things through the most well known interface in the world – email?

Zero based training – I don’t even know that I am using an “app”

Provide people with a link from email that asks them to do something, they do it, and the “app” does the rest

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What is BPM?

Designing, Executing And Optimizing Cross-functional Business Activities That Incorporate People, Application Systems And Even Business Partners

Forrester ResearchForrester Research

In contrast to just “workflow management”

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BPM – The Role of Technology

Cross Functional Processes – (Human to Human)

Integration with Business Systems – (Human to System)

Software Integration – (System to System)

Integration with Business Partners – (Customer, Suppliers, Internal)

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This would be cool…

Ability to quickly build and modify web forms Ability to work offline – forms and emails “Smart Forms” – different workflows are

performed based on what is entered Ability to start with simple workflows and improve

over time

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Change Management Example

Change Request – should we do this and if yes, then a

Change Notice – to get everything updated for the change, and then a

Change Order – go ahead and implement the change.

Change Verification – did we get what we expected

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Manufacturing Example

ERP - Planning Systems

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MES – Execution Systems

DocumentDriven

DataDriven

CRM / SRM

Legacy

BPM

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Delivered through Email (On and Off Line)

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Start With Something Easy To ExplainThat Is Labor Intensive

Travel Request Vacation Request Service Request Time Card Payroll Changes / Deductions Performance Reviews Meeting Agenda & Minutes Purchase Requisitions

You will obtain rapid adoption by every administration person

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Then Look at More Complex Processes

Nonconformance Reports Corrective Action Requests New Product Launch Supplier Management

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Quality Processes

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Product Launch Process Each Process Consists

of Workflows and Forms That Can Be Modeled To Reflect The Business Rules

Copyright ShareVis 2009

Direct update

Update after approval

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Supplier Management Process

Copyright ShareVis 2009

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Improvement StagesSTAGE I

Quality Control

Process

Capability

Quality

Assurance

Lean

Six Sigma

Prevention

Prediction

Zero Defects

STAGE II STAGE III• Equal to the Competition• Advanced Planning for Quality• Employee Involvement•Improved Customer Satisfaction• Outcomes Measurement• Quality Systems• Variation Reduction• Waste Elimination

• Surpassing the Competition• Competence in Quality• Customers First• Defect Elimination• Employee Empowerment• High Customer Satisfaction• Quality Culture

Shifting Culture

Problem Solving

SPC

Sustainable Improvement

Systems Thinking

Copyright © 2007 3P Partners a DL Shumar & Associates Company

• Chasing the Competition• “Fire-Fighting”• Containment• Detect and Inspect• Financially Stressed• Low Customer Satisfaction• Safety Issues• ISO Registration

DE

GR

EE

OF

EF

FO

RT

PACE OF CHANGE

ISO Registration

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Participant Needs and Wants

Current QMS computerization efforts What is working? What is not working? Would it be helpful if…..