Convincing Them They Are Thirsty September 19, 2013 Mitch Nelson Supplier Quality Management BP Exploration - Alaska
Feb 23, 2016
Convincing Them They Are
ThirstySeptember 19, 2013
Mitch NelsonSupplier Quality Management BP Exploration - Alaska
Processes
Services
Materials
What does Quality Mean To You?
QualityRisk
Cost
Would Others in your company have the same answer?
Misperceptions Abound“Only Way to Assure Quality is 100% Inspection”
“I Don’t Need a Quality Manager. My Inspectors Don’t Need to be Supervised.”
“That Doesn’t Need an Investigation. The replacement is working just fine.”
“What Does Quality have to do with Continuous Improvement (Six Sigma)?”
“Quality Engineering is Anti-Productivity” “I don’t have to be responsible for the quality of product I give you,
that’s what suppliers are for.”“Quality Has Nothing to Do with HSE (Health, Safety, Environment) or Operational Risk or Performance.”
The Best Kept Secret In a Company We Know “Quality” has a good far greater than it’s perception A Well Integrated Quality Management System is a Well Oiled Machine
We Know ThisOur Colleagues Know ThisOur Management May Know ThisThen Why Doesn’t Everyone Know This?How Do We Convince Those Who Don’t Know?
“You Can Lead A Horse To Water, But You Can’t Make Then Drink”
Maybe We Don’t Make Them Drink, Just Convince Them They are Thirsty
Then They Would Come Find The Water Themselves
Agenda It’s All About Mitch The Hard Truth About The Water
“Backdoor Six Sigma” Getting Them Thirsty Showing Them Where the Water Is
Approach To Include:
Starting From Nothing
Adding New Tools
Cracking the Hard Nut
How Do You Take a Quality Program
That Doesn’t ExistAnd Make it Exist?
There Once Was an Engineer … Came From the Dark Side
(Engineering): BS Metallurgical
Engineering – Michigan Tech
Began in Foundries Manufacturing Engineer =
Spuncast Inc – Watertown, WI
Estimator (Manf Engineer) = Johnson Brass – Saukville, WI
• Aerospace− Cessna Aircraft Company – 11
Years− Materials Engineer – 4 years− Specifications:− Castings− Heat Treatment− Processing
… Who Saw the Light
Tools Built off Of: ASQ:
CQA CQE BOK Trained – Testing Out in Dec
Other Training CQE Body of Knowledge 2009 Six Sigma Green Belt Certified
• Transition To Quality− Supplier Quality – 7 Years− 150+ Supplier Audits during that time− Interactions with 1000+ Suppliers
• Nadcap Heat Treat Task Group Chair (Member 2002-2012)− 3rd Party Special Process Auditing Program for Aerospace (3000+ Suppliers)
• Joined BP Exploration – Alaska in August 2012 – Supplier Quality Management
What We Have to Accept Quality Is a People Driven Process
Procedures Are a Result of Observations Processes Are Performed by Operators Management Has to Instill Quality Culture
Quality is Not Rocket Science, but Not Common Sense Easy to Understand, but Not Knowledge We are Born With “If Quality was Common Sense, we wouldn’t have to teach it”
Quality is Typically Not What Your Company Sells We Can’t Turn the Wrench to Produce the Widget We Are a Support Organization
Not Everyone Likes Us Reputation built on Past Influences
Backdoor Six Sigma Six Sigma Is Not Universally Accepted as a “Good
Thing” Any Quality Tool can get Blown Off By Six Sigma’s
Reputation
Answer: Present Quality Tools Not as a Quality Tool,
But a Discussion Talk Through A Problem and Let the Tool
Become What You Are Talking About AVOID THE BUZZ WORDS!!!
So You Meet Up With People Having a Rough Go
What Can Go Wrong?
Geeze, How Bad
Can it Get?
And There’sNo way we can catch it?
Yeah. ButWhat’s the
ChancesThat Would
Happen?Okay, I’m Just Going to put a number to these
So, I’m going to combine those numbers and and … Wow … Looks like the bad situation really is …
So, If we were to do Something to reduceSeverity, OccurrenceOr Increase Detection
What could we do?
Who’s Got the Action?By When?
Let’s Run those Numbers We did Before,
based on this plan
BlammoSeverity Occurrence Detection
Risk
You Just Got
Belted!!
The Problem We Face The situation Is:
Stakeholder Has a Problem Quality Realizes that They Can Help Stakeholder DOESN’T Realize Quality Can Help
The Problem Begins with “What’s The Benefit to Fixing It?”
Your Involvement Can Begin With asking “What Would Success Look Like?”
StakeholderManagementOperationsAnyone Impacted
Stakeholder NeedsProduction RatesCostResourcesSchedule
MetricsTarget Values to Show where the Stakeholder Need Applies to the Problem
The Stakeholder Needs Us – whether they realize it or not
Writing out and Defining Stakeholder Worth
What Are Your Needs?
Here’s Some WaysWe Can Help
Here’s Some Targets To Shoot For
Relationship
How Important?Let’s Weight ItBlammo
Doesn’t This Look Like a House of Quality???
Okay, Maybe Not 100% Like a House Of Quality, But It is a Similar Use of the Same Tool
You Just Got Belted!!
What Does It Mean To Be Successful? Get To Know your Stakeholder Understand what it means for them to “Be Successful” Fit Your Actions to Align With Theirs
Design Measurable Targets That Show Progress Towards SuccessKey Performance Indicators
Trap = Giving the Customer What They WantInstead = Find Out What the Customer Needs, and Give Them That
StakeholderManagementOperationsAnyone Impacted
Stakeholder NeedsProduction RatesCostResourcesSchedule
MetricsTarget Values to Show where the Stakeholder Need Applies to the Problem
Success:Stakeholder Is
No Longer Thirsty
Starting to Build Your Case I have These Tools I See Stakeholders that Could Use the Tools How Can I Embed Into Those Stakeholders so the Tools Are Used
Selecting Where To Start Can Be a Challenge, and Can Be a Pitfall Sometimes What Seems to be the Biggest Opportunity for Success is
the Hardest to Apply What Can Be Done
Measure / Guide Yourself Example: Quality Need: Full Utilization of Quality Tools in Go Team
Plan – Integrate into Go Team Do – Utilize Team Lead to Introduce and Encourage Check – Is tools Being Used? Act – If Not, What Didn’t Work .. Should we try with some other team?
Show Them What You Can Do! This is Quality
The Tools Will Work You Know Quality
Your Training Will Work
“I’m Not From Missouri, But Show Me Anyway”
Don’t Worry So Much About Convincing People About How to Use the Tools
Use the Tools … And They Will Convince Themselves Sometimes you may need to use your tools without buy-in …
like a side project. Low & Behold: Resolution to Problems – Light Bulbs come on!
Finding the Right Champion When You have Options of “Who” you can work with first,
Look for “That One Person Who Knows Everyone” Note = There is a Good Chance A lot of people don’t like this
person, But that’s SOOOOO Not the Point
“If I do Something Wrong, Tell Me – If I do Something Right, Tell Everyone!”
When You Can Use that Person, Your Focus = Let the Tools Do Their Work Let Quality Be Quality Success Will Appear Then Let the Loud Mouths
Tell Everyone!
Delivering To the Right Stakeholder Recognize the Stakeholders that Could be Most
Useful to Your Cause Review Past Issues to Give Examples of When You
Could be Used Wait For that Opportunity, But Maintain
Communication BE THE BENCHWARMER
When You Get Called Off the Bench, Hit the Home Run Make It a Higher Priority Than You Would Normally
Let Your Quality Output Be Your Advertising
The Dreaded Word
Quality Is Easy Quality Tools Work It’s Changing Opinions that is hard Sadly – We have to become what we fear to become the most:
SALESMENBig Steps:1) Know Your Audience2) Always Be Sincere
"Sincerity, even if it speaks with a stutter, will sound eloquent when inspired." - Eiji Yoshikawa
Communicate Your Successes Visibly
Never Miss an Opportunity To Advertise This is not “Selling What You Can Do” – “Sell
What You Did!!” Create Your Own KPIs On What You Do Send Out Reports Find an Audience Who Will Listen To You
Your Objective Is To Support Your Organization:Your Goal Should Be that the Organization
Comes To You For Support• Tools that Work:− Weekly “Here’s what we’re working on”− Monthly Data Reports− KPI With Discussion− Sitting in a Team Meeting That Isn’t Your
Team− 5 Minutes of Quality
In The End …
Prioritize and Find The Right Champion Your Tools Draw Attention to the Drinks, by serving them to the right people
Then Advertise Your Accomplishments Show Them the Path To the Water
• Know What Your Stakeholders WantSo You Can Give What They Need− What Are They Thirsty For
• Find the Right Way To Apply Your Tool so it is Accepted− Pour Them a Drink The Way
They Can Handle It
… That’s All I Got … Questions? Thoughts? Complaints?
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