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?

You can also find me at:Mitch.Nelson@bp.com

Or Find Me on LinkedIn