Download - Strategic Planning Breakthrough for Quality
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Strategic Planning Breakthrough for Quality
Jim Creiman
April 13, 2010
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2ND CLASS TICKETFROM: HEREDESTINATION: NOWHERE
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It is not the strongest that survive, nor the most intelligent, but the one most responsive to change.
- Charles Darwin
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Problem: Top Executives don’t speak the ‘Quality’ language We want to explain ‘Quality helps the Company’ Is Quality doing what it should to help the Company?
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Problem: Top Executives don’t speak the ‘Quality’ language Want to explain ‘Quality helps the Company’ Is Quality doing what it should to help the Company?
Possible Solutions: Hire Translation Services Prepare a 15-second “elevator” speech Align Quality activities with Company Objectives
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Company Objectives Increase Sales Revenue Increase Operating Profit
Aligning Quality Activities with Company Objectives
Quality Activities Control of Defectives Process Control Problem Solving Continuous Improvement
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Company Objectives Increase Sales Revenue Increase Operating Profit
Aligning Quality Activities with Company Objectives
Quality Activities Control of Defectives Process Control Problem Solving Continuous Improvement
?
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Company Objectives Increase Sales Revenue Increase Operating Profit
Aligning Quality Activities with Company Objectives
Quality Activities Control of Defectives Process Control Problem Solving Continuous Improvement
Proposed Solution: X-Matrix
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Variant of the Matrix Diagram Tool in Quality Toolbox Compares 2 pairs of lists
X-Matrix
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Variant of the Matrix Diagram Tool in Quality Toolbox Compares 2 pairs of lists
Often Referred to Hoshin X-Matrix Commonly used in Hoshin Kanri, or Hoshin Planning Based on Plan-Do-Check-Act Cycle Displays relationships between cascading levels of
objectives
X-Matrix
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X-Matrix Tool
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FMEA Example of X-Matrix Fluid Tank Filling System
Source: Willy Vandenbrande, Preventive Process Control and the Learning Organization, 2002
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X-Matrix for Strategic Planning
Source: Jd Marhevko, ASQ Quality Management Forum, Fall 2007
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X-Matrix Format for Planning
Source: Jd Marhevko, ASQ World Conference on Quality and Improvement, May 5-7, 2008
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Strategic Planning X-Matrix Example
Source: Jd Marhevko, ASQ World Conference on Quality and Improvement, May 5-7, 2008
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X-Matrix Summary
Source: Jd Marhevko, ASQ World Conference on Quality and Improvement, May 5-7, 2008
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X-Matrix WorksheetOur Organization's Plan
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Strategic Planning ExampleABC Company Plan
1. Increase Sales Revenue2. Increase Operating Profit
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Define InitiativesABC Company Plan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
1. Increase Sales Revenue2. Increase Operating Profit
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Define Initiatives
1. Increase Sales Revenue2. Increase Operating Profit
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
ABC Company Plan
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Link Objectives and Initiatives
X X 1. Increase Sales Revenue2. Increase Operating Profit
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
ABC Company Plan
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Identify Quality Activities
X
X X
ABC Company Plan
1.1a Satisfaction Survey with all deliveries
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
1. Increase Sales Revenue2. Increase Operating Profit
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Define Quality Activities
X
X
X X 1. Increase Sales Revenue2. Increase Operating Profit
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
ABC Company Plan
1.1b Customer Complaint FMEA1.1a Satisfaction Survey with all deliveries
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Define Success Metrics
X
X X
X X
ABC Company Plan
1.1b Customer Complaint FMEA1.1a Satisfaction Survey with all deliveries
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
1.1a
90%
Top
Blo
ck S
urve
y R
esul
ts1. Increase Sales Revenue2. Increase Operating Profit
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Define Success Metrics
X X
X X X
X X X X1. Increase Sales Revenue2. Increase Operating Profit
1.1a
90%
Top
Blo
ck S
urve
y R
esul
ts1.
1b C
/A fo
r 75%
of c
ompl
aint
s w
ithin
30
days
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
ABC Company Plan
1.1b Customer Complaint FMEA1.1a Satisfaction Survey with all deliveries
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Define Success Metrics
X X X
X X X X
X X X X X1. Increase Sales Revenue2. Increase Operating Profit
1.1a
90%
Top
Blo
ck S
urve
y R
esul
ts1.
1b C
/A fo
r 75%
of c
ompl
aint
s w
ithin
30
days
1. 2
0% S
ales
Rev
enue
Gro
wth
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
ABC Company Plan
1.1b Customer Complaint FMEA1.1a Satisfaction Survey with all deliveries
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Identify Resources
X X X X X
X X X X X X X
X X X X X
Ric
k W
right
1. Increase Sales Revenue2. Increase Operating Profit
Cin
dy W
orth
Cha
rlie
Cha
rles
Bob
bie
Pan
1.1a
90%
Top
Blo
ck S
urve
y R
esul
ts1.
1b C
/A fo
r 75%
of c
ompl
aint
s w
ithin
30
days
1. 2
0% S
ales
Rev
enue
Gro
wth
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
ABC Company Plan
1.1b Customer Complaint FMEA1.1a Satisfaction Survey with all deliveries
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Other Initiative(s)
X X X
X X X X X
X X X X X X X
X X X X X
ABC Company Plan
1.2a Market Quality Leadership1.1b Customer Complaint FMEA1.1a Satisfaction Survey with all deliveries
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
Cin
dy W
orth
Cha
rlie
Cha
rles
Bob
bie
Pan
1.1a
90%
Top
Blo
ck S
urve
y R
esul
ts1.
1b C
/A fo
r 75%
of c
ompl
aint
s w
ithin
30
days
1. 2
0% S
ales
Rev
enue
Gro
wth
Ric
k W
right
Jose
ph B
. Goo
de
1. Increase Sales Revenue2. Increase Operating Profit
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Complete PlanX X X X X X
X X X X XX X X
X X X X X
X X X X X X X
X X X X X
X X X X
Ric
k W
right
Jose
ph B
. Goo
deJo
hn Q
. Eng
inee
r
1. Increase Sales Revenue2. Increase Operating Profit
Cin
dy W
orth
Cha
rlie
Cha
rles
Bob
bie
Pan
1.1a
90%
Top
Blo
ck S
urve
y R
esul
ts1.
1b C
/A fo
r 75%
of c
ompl
aint
s w
ithin
30
days
1. 2
0% S
ales
Rev
enue
Gro
wth
2. R
educ
e R
ewor
k C
osts
by
25%
2. 1
0% In
crea
se in
Ope
ratin
g P
rofit
2.2
Red
uce
Cos
t of P
oor S
uppl
ier Q
ualit
y2.
1 R
educ
e In
tern
al R
ewor
k C
osts
1.2
Initi
ate
New
Mar
ketin
g P
lan
1.1
Incr
ease
Cus
tom
er S
atis
fact
ion
ABC Company Plan2.2a Green Belts on High Hitters2.1a Green Belt on Top Rework Costs1.2a Market Quality Leadership1.1b Customer Complaint FMEA1.1a Satisfaction Survey with all deliveries
POLICY BENEFITTARGET
ImprovementTargets
Improvement Projects
Initiatives
StrategicObjectives
Resources
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Benefits Helps organizations focus on shared goals Communicates goals Communicates plans to achieve goals Helps obtain commitment and accountability
X-MatrixBenefits and Limitations
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Benefits Helps organizations focus on shared goals Communicates goals Communicates plans to achieve goals Helps obtain commitment and accountability
Limitations Can be large & complex Less valuable if delivered from ‘above’ Garbage in, Garbage out
X-MatrixBenefits and Limitations
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ASQ Section Strategic PlanASQ Section Strategic Plan
POLICY BENEFITTARGET
ImprovementTargets
Activity Description
Activity
StrategicObjectives
Resources
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ASQ Section Strategic PlanASQ Section Strategic Plan
3. Increase Member Satisfaction
1. Increase Member Value2. Increase Member Retention
POLICY BENEFITTARGET
ImprovementTargets
Activity Description
Activity
StrategicObjectives
Resources
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ASQ Section Strategic PlanX X
2.1a Send Welcome Email to New Members X X
X X X
X X X
X X X
X X X
X X X X X X X X
X X
X X
1.2
Offe
r 16
Cer
t. P
rep.
Cou
rses
, Run
5 +
1. In
crea
se S
urve
yed
Mem
ber V
alue
by
5%3. Increase Member Satisfaction
Mar
k
1. Increase Member Value2. Increase Member Retention
Joan
Bill
Eric
F.
1.1a
At L
east
9 P
rogr
am a
nd T
utor
ial E
vent
s1.
1b A
t lea
st 6
Lun
chtim
e W
ebin
ars
1.3
100%
Loc
al Q
Job
Pos
tings
on
Web
site
2.1a
Sen
d E
mai
l to
100%
of n
ew m
embe
rs3.
1a In
crea
se P
rogr
am S
atis
fact
ion
by 5
%
3.1
Pro
gram
Sat
isfa
ctio
n2.
1 M
embe
r Wel
com
e1.
3 Jo
b P
lace
men
t1.
2 E
duca
tion
1.1
Pro
gram
s
ASQ Section Strategic Plan3.1a Survey Program Sastisfaction & PDCA
1.3a Post Quality Jobs on Website1.2a Sponsor Certification Prep. Courses1.1b Host Lunchtime Webinars1.1a Host Dinner Programs & Tutorials
POLICY BENEFITTARGET
ImprovementTargets
Activity Description
Activity
StrategicObjectives
Resources
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Questions
?