DO#YOURHOMEWORK!# HOW#MUCH#DID#YOURLAST# … · 2018. 4. 1. · 10/11/15 7 • Clarifyingthefunctionsofthesystemwhentheinstalledsystemdoes* notfunctionasyouhadintended •

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DO YOUR HOMEWORK! HOW MUCH DID YOUR LAST

AV SYSTEM REALLY COSTYOU?

Mario J. Maltese CQD, CQT, CTS-‐D,I CCUMC Conven<on, Pi>sburgh PA

October 14, 2015

AQAV is dedicated to improving the opera<onal art of designing and installing audio visual technology by focusing on the quality management systems of those who design and install for the benefit of the industry and all its stakeholders: clients and users of

AV technology, AV designers and installers, equipment manufacturers, related construc<ons and architectural firms, and the environment.

About AQAV

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copyright 2015 The

Associa<on for Quality in

Audio Visual Technology,

Inc.

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AV Technology Today

•  The new Dynamics •  Other Industries •  A>aining Success •  AV9000:2015 •  The Step by Step Approach that Works

copyright 2015 The Associa<on for Quality in Audio Visual Technology, Inc. 3

Knowledge = Understanding


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STOP AND CONSIDER…

•  Are your installa<ons completed on <me from your perspec<ve?

•  Are there “punch-‐lists” (defects) when the system was supposed to have been completed?

•  Are service personnel dispatched to jobsites for “warranty work” that is actually comple<ng the installa<on?

•  Do you have regular user complaints for func<onal issues?


AV is much more complicated these days… •  Equipment ‘talks to each other’ •  Performance exceeds human requirements

•  New technologies emerging constantly •  Fierce compe<<on by manufacturers effects AV companies

•  AV Companies used as “alpha testers” •  Training requirements escalate

Also consider…


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Why Should I care?

Because your vendors

costs effect your

price!


•  Over<me costs •  Lost customers •  Never ending punch-‐lists

AV Disasters


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•  Customers have become more demanding for quality performance, to the point that they no longer trust anyone in AV can deliver quality

•  Due to this demand, tradi5onal approaches, prac5ces and techniques become obsolete, and quality performance is no longer value-‐added, but baseline qualifica<on

•  The Cost of Poor Quality (COPQ) are not easily visible, but hidden in the managerial reports of most organiza<ons. These costs are omen higher than the profits, and for some, undermines their compe<<ve posi<on

Consider:


•  Current industry training focuses on individual skills, with ANSI cer<fica<on

•  InfoComm has been using a “Solu<ons Provider” marke<ng recogni<on program rewarding companies based on the number of individual creden<als

(This approach leaves LITTLE OR NO INFLUENCE on job success)

Individual Skills Fall Far Short!


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Basic Computer Skills: USB File Transfer Basic Computer Skills: Client/server Basic Computer Skills: Spreadsheets Basic Computer Skills: Word processor Basic Computer Skills: Presenta<ons Basic Computer Skills: Email Program Basic Computer Skills: cloud-‐based data storage and upda<ng Quality recordkeeping -‐ <me Quality recordkeeping -‐ materials (delivery receipts, BOM's etc.) Determining Needs Analysis: Ac<ve, accurate listening Determining Needs Analysis: Mee<ng recordings, note taking Determining Needs Analysis: Typing Determining Needs Analysis: Report/ technical wri<ng Determining Needs Analysis: General AV Product knowledge (CTS) Determining Needs Analysis: AV Func<ons Determining Needs Analysis: Experience with mul<ple room types Electro-‐acous<cs -‐ fundamentals, measurements, performance predic<ons Basic electronics: Ohm's Law, Joule's Law Basic electronics: Basic Metrology -‐ impedance, bandwidth, power, ballis<cs Basic electronics: basic systems controls (latching, momentary) Basic electronics: line voltage/power informa<on Basic electronics: Heat load calcula<ons Basic electronics: design with heat load in mind In-‐depth product knowledge Interpre<ng manufacturers' product sheets Reading and crea<ng construc<on drawings Reading and crea<ng AV systems drawings Wri>en communica<ons skills for design Verbal communica<ons skills for design Audio: gain structure Audio: AEC and reference building, AGC, NC, limiters Audio: microphone types and placement Audio: loudspeaker types and placement (simple rooms) Video: EDID Management, planning Video: video protocols Video: video processing Video: Display types Video: display placement, visual acuity, image size Control: Interface design, custom GUI Control: Interface design, bu>on panels Control: interface design, remote controls Control system protocols, RS232 Control system protocols, RS485 Control system protocols, TCP/IPRS232 Control system protocols, IR Network: IP Addresses Network: Subnerng Network: VLAN proper<es Network: public vs. private networks Network: security, different levels and requirements Network u<li<es: ipconfig Network u<li<es: ping Network u<li<es: tracert Network u<li<es: arp -‐a Network u<li<es: telnet Quality planning Project Planning: project team roles and responsibili<es Quality Management System Supervisory training, small unit leadership Construc<on trades, Project Team roles and responsibili<es Interpersonal media<on Reading construc<on drawings Wri>en communica<ons skills Verbal communica<ons skills How to read and update construc<on drawings How to read and update AV system drawings How to accept and manage equipment Cable termina<ons, phoenix connectors Cable termina<ons, coaxial cable Cable termina<ons, fiber Cable termina<ons, soldering XLR Cable termina<ons, soldering DB9 Cable termina<ons, soldering 1/4 in TRS/TS Cable termina<ons, soldering 3.5 mm TRS/TS Cable termina<ons, RCA Cable dress, in equipment racks Cable dress, in field, behind walls Cable dress, in field, surface moun<ng Cable dress, in field, across ceilings Cable dress, AV cables Cable dress, power cables and distribu<on Cable dress, network cables Cable dress, HD Base T cables Cable dress, audio, mic cables Cable dress, video cables Cable dress, loudspeaker cables Cable dress, fiber Cable dress, RF/antennas Electrical trade fundamentals Safe equipment moun<ng: displays Safe equipment moun<ng: cameras Safe equipment moun<ng: loudspeakers Safe equipment moun<ng: antennas Safe equipment moun<ng: AV peripherals Safe equipment moun<ng: table penetra<ons Safe equipment moun<ng: wall penetra<ons Safe equipment moun<ng: in equipment rack System configura<on, audio, gain structure System configura<on, audio, equaliza<on System configura<on, audio, manufacturer training and cer<fica<on System configura<on, audio, lip-‐sync adjustments System configura<on, video, EDID management System configura<on, video, HDCP management System configura<on, video processing System configura<on, video, manufacturer training and cer<fica<on System configura<on, video, color and brightness matching System configura<on, network, IP addresses System configura<on, network, subnerng System configura<on, network, VLAN proper<es System configura<on, network, private vs. public networks System configura<on, network, security, different levels and requirements System configura<on, network, Wifi, channels, bandwidth, robustness, SSID System configura<on, network, network u<li<es: ipconfig System configura<on, network, network u<li<es, ping System configura<on, network, network u<li<es, tracert System configura<on, network, network u<li<es, arp-‐a System configura<on, network, network u<li<es, telnet System tes<ng, audio, speech reinforcement System tes<ng, audio, conferencing, echo cancella<on System tes<ng, audio, conferencing, op<mum duplex System tes<ng, audio, wireless mics coverage System tes<ng, audio, wireless mics intermod, other ar<facts System tes<ng, audio, loudspeaker impulse response System tes<ng, audio, loudspeaker coverage System tes<ng, audio, loudspeaker intelligibility System tes<ng, video, analog video measurements System tes<ng, video, digital video measurements System tes<ng, video, cable tes<ng System tes<ng, cable tes<ng System tes<ng, control system tes<ng System tes<ng, understanding AV9000 ba>ery of tests System tes<ng, role of CQT, system audi<ng System programming. GUI design System programming, basic programming skills Instructor training Delivering criteria-‐based training Training records


AV Skillsets

•  No one individual can hold all the exper<se required

•  The job demands BOTH Leadership AND Management

It Takes a TEAM!


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•  Clarifying the functions of the system when the installed system does not function as you had intended

•  Detecting and identifying punch list items (list of defects) •  Communicating the defects to the vendor (enter both verbal and

written documentation time) •  Re-‐testing to con=irm that the defect was properly corrected(and re-‐

test, for the cases when the corrective actions were unsuccessful.) •  Hours spent by enterprise personnel because the installer would not,

or could not, make the corrective actions themselves •  Hours spent due to inaccuracies in billing and administrative issues •  Extra hours were spent with the designer, when the defects involved

were due to inaccurate design calculations, improperly selected items of equipment, missing items from the equipment list, etc.? Include time spent needed to research and furnish solutions yourself.

•  …the list goes on!

The Costs of Poor Quality


COPQ Calculators

•  “Cost of Poor Quality” (COPQ) is defined as the extra costs expended compared to those expended if there were no defects

•  Two currently available: – Technology Managers – AV Companies

•  Spreadsheet Example


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Your processes are at least suspect!

If you are doing things the same way you’ve done them three years ago…


•  Big Three in trouble –  Japanese cars were built be>er, and less costly – Pushed for legislature to limit imports, but now everyone agrees the problem was MANAGEMENT

•  Deming’s role, and his response •  Crea<on of the de facto standard QC9000


US Automakers 1980’s

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–  Automo9ve: •  Quality Standard (de facto): QC9000 •  Quality org: AIAG (Automo9ve Industry Ac9on Group) •  Industry Assn: Alliance of Automo9ve Manufacturers

–  Aerospace: •  Quality Standard: AS9100 •  Quality org: IAQG (Aerospace Quality Group) •  Industry Assn: Aerospace Industry Associa9on

–  Telecommunica9ons: •  Quality Standard: TL9000 •  Quality org: QuEST (Quality Excellence Suppliers of Telecommunica9ons)

•  Industry Assn: TIA (Telecommunica9ons Industry Associa9on)


Other Industries

In Every Example…

•  Wri>en as industry-‐specific modifiers to the auditable, interna<onally recognized (174 countries) Standard for Quality Management Systems : ISO9000


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•  Quality Standard: AV9000 •  Quality Assoc: AQAV (The Associa<on for Quality in Audio Visual Technology, Inc.

•  Industry Assn: InfoComm

CoordinaEon of efforts sEll in formaEon aGer four years


AV Industry

•  Simply put, it means giving the customer precisely what is expected: exactly and completely what was ordered, on <me, with NO DEFECTS

•  It DOES NOT MEAN gli>er, luxury, or most expensive

•  In the final analysis, only the Customer can define the quality of what was received

What is Quality?


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•  An organized system of procedures, that everyone in the company follows, assuring that the customer receives everything and exactly what was ordered, on <me, with no defects.

•  It is focused on the customer •  It provides for con<nual improvement

What is a Quality Management System?


•  Purchase Management •  Produc<on Management •  IT Management •  Marke<ng Management •  Sales Management •  Financial Management •  General Management •  Opera<ons Management

What about Quality Management?

Management


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•  Commitment to Quality – Communica<ng the importance of mee<ng customer as well as statutory and regulatory requirements

– Establishing a quality policy – Establish quality objec<ves – Providing the availability of resources (competence, training, awareness, infrastructure, work environment)

Sr Management’s Responsibility


MOST AV Companies today…

•  Have no one accountable for Quality Management

•  Do not “Stage” the system in the shop before shipping

•  Think “Quality” is an unnecessary “cost” •  Have li>le or no training on Quality or Quality Management Systems

•  Therefore, have no processes in place to assure “zero defects”


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Benefits to Vendor

•  Drama<c increase in profits •  Be>er cash flow •  Higher capacity with same staff •  Drama<c decrease in “fire-‐figh<ng” and “blame serng”

•  Be>er client rela<onships •  Higher employee morale and reten<on •  Clients become your sales force


The GOAL!!!!


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The Crossroads


Adapts ISO9000 for the AV Industry by •  Providing the Metrics for AV Quality Control •  Providing the Metrics for AV Quality Assurance •  Providing the Mechanism for Con<nual

Improvement •  Focuses the AV Company’s efforts on the

requirements of the Buyer

“ISO9000 is very general, and not industry specific at all. It is possible for an ISO9000 company to make cement life jackets.”

The AV9000 Standard

International Standard for QMS ISO 9001

AV Industry-Specific Language

Monitored and Measured Milestones

The AV 9000 Model

AV-9000:2011Section Two

AV-9000:2011Section One

ISO 9001:2008


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•  The AV 9000 ba>ery of tests focus not on the technology, but on the USER

•  The User is defined as “The individuals who present, are presented to, or conference with the integrated AV technology in a facility”

AQAV is for The USER

29 copyright 2015 The Associa<on for Quality in Audio Visual Technology, Inc.

•  Metrics for AV design and implementa<on, with checklists at every key milestone of a project’s development

•  Creates an auditable standard, intended to bring about con<nual improvement

•  Similar to what is found in automo<ve, aerospace, and telecommunica<ons industries

How Can AV9000 Help?


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•  This Standard provides the metrics for the comple<on of each milestone, besides comple<on.

•  Gerng the AV system “product” to that stage will depend on the company, the company’s customers, the team’s individual experience educa<on and chemistry

•  Establishing defined procedures is Management’s role, to be a>ained through the team itself

AV9000


•  Create a Standard that defines “Done-‐Done” using a Checklist to do so

•  Each “test” on the Checklist must be chosen to make sure ALL defects are caught, but in an efficient and economic manner, concentra<ng on the integra<on (not the manufacturing, or the architectural) processes

“How?”


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PROCESS PROCESS PROCESS PROCESS PASS? TURNOVER

PRE-EVAL SUBMISSION STAGING COMMISSIONING

Traditional Quality Control “Lower-case ‘q’”


Improved Quality Assurance “Quality with a capital ‘Q’…It’s all about the SYSTEMATIC PROCESS!”

PROCESS PROCESS PROCESS PROCESS TURNOVER

-CONTRACT

REVIEW (CR)DESIGN

REVIEW (DR) IC 2M-2010ENGINEERING REVIEW (DR)

PASS? PASS? PASS? PASS?

PROCESS PROCESS PROCESS PROCESS

-SITE READY

(SR) STAGING (STG) COMMISSIONING (COM)

ACCEPTANCE (ACC)

PASS? PASS? PASS? PASS?

“IT STARTS AND ENDS WITH THE

SALES AGREEMENT!!!”


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AV9000 (see handout)

•  Product, prac<ces, performances •  EDID Plan •  Gain Structure

– Nothing heard if nothing is intended to be heard – No distor<on detected at “peaking level”

•  Audio issues that are not that evident •  Labeling inconsistencies


Instrumenta<on


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•  When the CQD’s and CQT’s review the defects found in their audit reports with the team that produced the work, the team learns how to avoid the defects on the next system they produce

Con<nual Improvement


•  Laziness •  Defensive egos

Objec<ons to the Checklist


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•  Overes<mated competence •  We’ve always done it this way “We’re professionals – who needs checklists?”

•  Strong increases in revenue hides many ills

Objec<ons



“Well, that wasn’t as bad as I thought.”

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•  It is NOT a “how-‐to” •  The checklists are intended to economically iden<fy ALL the defects BEFORE the Buyer does, and over <me prevent them from being there in the first place

AV9000 is NOT…


Results?

•  “We got rid of the ‘dog groomers’” •  “Jobs were place into produc<on faster…from two months or not at all down to a day or two”

•  “Hidden costs dropped drama<cally” •  “We were able to see the real cause of other problems due to other services”


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Results?

•  Company “A” – “The job was over faster, and the team had a be>er artude”.

•  Company “B” – “We were able to drop our prices because our costs dropped so much”.

•  Company “C” – “We no longer have to park a truck outside the installa<on site for two months amer the install date to handle the punch lists”


Results

Improving the Vendor Pool helps everyone

(last year’s CCUMC event)

Together, YOU can change the industry by “Leading with Quality”


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Step By Step Approach to Zero defects – Step 1 Lead with Quality by adop<ng the AV 9000 Standard as your minimum QA (quality assurance) language in your RFP’s. This may mean abandoning the meaningless QA language typically found in the designers “boilerplates” that obfuscate what the vendor will be expected to do. The RFP’s will include a copy of all the Staging and Commissioning Tests, so that the vendor will fully understand what is expected. Suggested language is available upon request.


Step 2 – The RFP •  Pre-‐bid mee<ngs •  Clear, concise, complete narra<ve – as objecEve as possible to verify

•  Explain what is expected to vendors – no surprises – QA is now real and will be verified: product prac<ce and performance

–  Retests, if required, will come out or retainer – Discipline!

•  Insist on trained cer<fied installers


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Step 3

•  If the Buyer does not have trained technicians, with specialized training and test instrumenta<on, enlist a third party to verify compliance of the system to the AV9000 Standard. AV Companies inevitably perform be>er when they know their systems will be audited by a reputable third party.


Step 4

Apply the discipline to enforce the rules. Accept no excuses. Lead by example. Some vendors will learn best when they learn the hard way; they need to be dragged screaming and kicking to be>er profits and customer sa<sfac<on. If possible, a>end the Staging tests at the vendor’s shop.


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AV9000 Compliance

Not only personnel with individual skills, but a company is audited for compliance to the Standard as a TEAM

– 6 systems with Staging and Commissioning Reports

– Systems have Le>ers of Acceptance – Evidence of field instrumenta<on – Affirma<on that ALL systems furnished – Surveillance audit video conference


Un<l there are more …

•  Indicate that “special considera<on will be given to those who can prove AV9000 Compliance, and have CQD and CQT trained personnel comple<ng the audit affidavits”

•  Usually allows Buyer to choose other than the lowest price, because the goal is to chose the lowest qualified bidder


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2015 Revisions •  Expanded Commissioning tests on the videoconferencing cameras to inspect scene format,

ligh<ng, and camera vibra<on independently •  Paragraphs 3.0, 5.0, and 6.0 in Sec<on Two now address a short mee<ng to precede an audit to

improve and coordinate the process •  The Staging and Commissioning Checklists were organized into major sec<ons (Audio, Physical

Inspec<on, etc.) •  All the Checklists in Sec<on Two were rewri>en to become consistent “statements” to be

verified, rather than ac<on instruc<ons •  Suggested equipment database fields were included in Sec<on One, paragraph 7.5.3.1 •  Design Review Test 3.7.17 added the term “seismic” to the previous content. •  “Switching Time” was addressed and added to the Staging and to the Commissioning Checklists in

Tests 5.3.15 and 6.3.23, respec<vely. •  The bend radius inspec<on tests in the Staging and the Commissioning Checklists we updated to

encompass all cable types. •  Sec<on One Paragraph 7.2.3.4 was modified to address issues that may come up if the

Customer’s Scope of Work is too ambiguous for the system to be properly verified for quality. •  The Staging and Commissioning Checklists Tests that address the use of the Quantum Data 780

for a “pixel by pixel test” were removed. •  The introduc<on to Sec<on Two addresses the criteria for a test to be included in the Checklists,

and an admoni<on that the Standard does not address all the tests that an AV Company may need to be able to take.

•  Sec<on One Paragraph 6.2.2.1 expands on the requisite cer<fica<ons for affirming who is qualified to perform the Checklist Tests.

•  The list of required test equipment was updated to reflect current technology. copyright 2015 The Associa<on for Quality in Audio Visual Technology, Inc. 51

Thank You!

www.aqav.org (Please fill out the evalua<on sheets)


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Appendices

•  COPQ Spreadsheet •  “Standard Systems Specifica<on” Boilerplate •  Commissioning Kits


DO#YOURHOMEWORK!# HOW#MUCH#DID#YOURLAST# … · 2018. 4. 1. · 10/11/15 7 • Clarifying*the*functions*of*the*systemwhen*the*installed*systemdoes* notfunctionasyouhadintended •

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DO#YOURHOMEWORK!# HOW#MUCH#DID#YOURLAST# … · 2018. 4. 1. · 10/11/15 7 • Clarifyingthefunctionsofthesystemwhentheinstalledsystemdoes* notfunctionasyouhadintended •