Office Non-Conformance Kaizen Team

10/17/11 to 10/24/11

Office Team Charter

Problem Statement:Overwhelming non-conformances in the office effecting business and cost of quality.

Office Team Charter

Problem Statement (continued):

There is no current method for trending and

identifying non-conformances with a plan of action and monitoring the effectiveness of the actions taken.

The Story Begins……..

Team Charter

GOALS:

1.Confidential survey taken by the office.

2.Trend current non-conformances.

3.Identify root causes (use C.A.R. as a tool).

4.Create checks and balances to minimize

non-conformances.

5.Test all new procedures.

Office Survey Says….

1. Everyone feels rushed to do their job. It is a fast

paced atmosphere.

2. Training is inconsistent or not done at all.

3. Large amounts of interruptions throughout the

day. (ex. phone calls, meetings, questions)

4. Quote forms are not being used or properly

completed.

5. 63.6% believe the office is following ISO, 36.4%

believe they are not.GOAL 1 on team charter: Confidential survey

5S scores by kaizen teamNew form used. 2.66 and 2.90

Our BaselineGOAL 1 on team charter: Trend current non-conformances.GOAL 2 on team charter: Identify root cause

25 Current Non-Conformances

17 Failure to use Docket Checklist

5 Lack of training

3 Undetermined

Docket Check ListPictured is 17 Non-conformances resulting from not using the docket checklist.

We don’t have enough time to do it right, but we have time to do it over?

NEW Checklist and OverlayGOAL 3 on team charter: Create checks and balances to minimize NCs.Visual tools for error-proofing.

BEFORE AFTER

EXAMPLES of PULLLean principles state to create pull where flow is not possible.See what your department’s day looks like.

Visual Office BEFORE

At a glance, can you see the production levels?

Visual Office AFTERPull system to help productivity, communication, and lower errors.Productivity levels evident for areas that need help.Top 2 concerns on survey: Feeling rushed and lack of training.

Visual Office: HOW IT WORKS

.

Docket Check List, Overlay, Visual Pull

GOAL 5 on team charter: Monitor effectiveness of actions taken.

Kaizen Team Follow-up:

1) 30 day observation on Pull System with collaboration.

2) Trend root cause on future NCs from the office. Observe mandatory use of Docket Check list and Overlay.

3) Propose weekly analysis of Office NCs by metric owner and Office member with C.A.R. training to increase dialogue with all Office members.

Summary

1. Kaizen team respected the office’s confidentiality and

listened to their concerns. A pull system is in place to

evenly distribute the work load and allow time to train.

2. Current NCs were trended and a large amount resulted in

not using a current tool to increase quality, the docket

checklist.

3. The docket checklist was revised and an overlay was

created.

4. The Kaizen team will monitor all the above improvements

after a specified time.