tl9000 and the process approach

Copyright 2016 QuEST Forum. All Rights Reserved.

TL9000 and the “Process Approach”

Utilizing P-D-C-A Value Stream Mapping to Expose, Exploit and Eradicate Non-Value-Added Time and Space

Jeff Bostow


• Definition of the “Process Approach”– Defining a normative view of a “Process” (Reference: ISO 9001 Auditing Practices Group Guidance and ISO/TC 176 SC 2/N1290)

– Demonstrating a “P-D-C-A application” of the “Process Approach”– Using a “condensed SIPOC” to visualize “Value-Added,” vs. “Non-Value- Added” (N-V-A) Time and Space

• Expose, Exploit, and Eradicate N-V-A Time and Space – Utilizing the Value-Stream Map to understand the differences between

Value-Added and Non-Value-Added activities– Defining “In-Process” and “End-of-Process” Control Measurements– Completing the Quality Management System


ISO subcommittee responsible for ISO 9001

What is the “Process Approach?”

Reference: ISO/TC 176 SC 2/N1290

What is a “process?”The “Process Approach” integrates processes into a complete system to achieve

strategic and operational objectives.

The “Process Approach” and P-D-C-A

Plan Set objectives and build processes necessary to deliver results.

Do Implement what was planned.

Check Monitor and measure processes and results against the objectives.

Act Take actions to improve results.

PDC

A


ISO 9001 Auditing Practices Group:Guidance on “Processes”

The “SIPOC” Model


Identify and Select the Priority Work Process

Document the Work Process

Identify Customer & External Provider Requirements

Develop Indicators & Build the Quality Management

System (QMS)

Implement the Quality Management System (QMS)

N

Identify & Remove Special Cause Variation

Is The

ProcessStable?

A

Is The

ProcessCapable?

Is The

ProcessFlexible?

N

Y

Y

Investigate Common Cause Variation &

Change the Process

Y

B

Redesign the Process

N

Standardize & Replicate

The “Process Approach”and P-D-C-A

Plan

A B

Do

Check

PDC

A

ActAnd

= =Improving

ProcessStability

ImprovingProcess

Capability

Copyright 2016 QuEST Forum. All Rights Reserved.6

This is the Primary/Core Process Name This is the “Interested Party” (The direct Consumer) All Products/Services

Delivered On-Time and Accurately per SLA Req’ts.

Start

Request Product or Service Delivery

Customer(Interested Party)

Receive and Enter Customer Request

Order Entry

Arethese data

usable?

Y

N

N

YFix and proceed to

next value-add step.

Customer’s Request Data

Customer Request Data

Finalize the Order Requirements

Perform Quality Control Inspection

Completed Customer’s Product/Service Order

Are these errors

Fixable?

Error-laden Customer Request Data

Repaired Request

Data Errors

Order ProcessingOrder

Inspection

Inspected Product/Service

Prep for Shipping

and/or Service Delivery

Ship/Deliver toCustomer

Shipped/Delivered Customer’s Product/Service Order

Take Receipt of theProduct Shipment

and/or Service Delivery & Remit Final Payment

Order Shipping

End

KBI-1: % of Products/Services not Delivered On-Time. KBI-2: % of Products/Services Not Delivered Accurately per SLAs.

Order Inspection

Perform Quality Control Inspection

Inspected Product/Service

Order Shipping / Delivery

CustomerRequest

DataEntry

1

Processing

ProductCompliance

Review

Product/Service

Ship/Delv’y

CustomerReceipt &

Remittance

ProductCompliance

ReviewProduct/Service

Ship/Delv’y

P1

P1

Number ofMinutes

fromCustomer Request

To Order Finalization

X-Bar, R Chart

P2

Number ofMinutes

FromOrder

Finalization toOrder Ship

X-Bar, R Chart

P2

KB I-2

KB I-1

Percentage (%) of Products/Services

NOT Delivered On-TimeQuality Indicator

Chart

KBI1

KBI2

Percentage (%) of Products/Services

NOT Delivered AccuratelyPer SLAs

Quality IndicatorChart

2

3

4

5

6

7

Date:

Sub-

Grou

pSi

ze

12345

Sum

Mean

Range

AVERAGE

RANGE

k 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

Variables Control Chart(X,R)

Process Name: Core Priority Process Process Step(s): Customer- Request-to-Order Completion Process Indicator: Elapsed Time from Request to Ord. Complete

Customer: External Formula: Shewhart Constants for sub-groups 2-10 Unit of Measurement: Whole Minutes Frequency of Measurement: Daily

8/124

24.4

25282123

122

7

8/229

24.4

26212026

122

8

8/32126252125

118

23.6

5

8/42625252724

127

25.4

3

8/52421292625

125

25.0

8

8/62323262726

125

25.0

4

8/7 8/8 8/9 8/10 8/11 8/12 8/13 8/14 8/15 8/16 8/172627242428

129

25.8

4

2122222424113

22.6

3

2026242325118

23.6

6

2122282425

120

24.0

7

2726242324

124

24.8

4

2826262425

129

25.8

4

2625262425

126

25.2

2

2125232325117

23.4

4

2026242324117

23.4

6

2627232323

122

24.4

4

2825262824131

26.2

4

2126252524

121

24.2

5

8/18 8/19 8/20 8/21 8/22 8/23 8/24 8/25 8/26 8/27 8/28 8/29 8/30 8/312326262724

126

25.2

4

2624262522

123

24.6

4

2926252428

132

26.4

5

2126232322115

23.0

5

2625272526129

25.8

2

2324242522118

23.6

3

2322252427121

24.2

5

2621252523120

24.0

5

2321252526

2327272524126

25.2

4

2326282825130

26.0

5

2526262824129

25.8

4

120

24.0

5

272624

24124

24.8

4

23

LCL = 21.95

X = 24.66

21

22

23

24

25

26

28UCL = 27.37

29

27

20

3

7

9

6

8

54

LCL = 0 (N/A)

R = 4.7

UCL = 9.94

Number of Minutes fromCustomer Request

To Order Finalization

P1

Date: 8/31/16By: J. BostowSource: CTL22 minutes =

Specification Limit (SL)

0

10

20

30

40

19.5 20.5 21.5 22.5 23.5 24.5 25.5 26.5 27.5

3

12

7

21

2729

32

11

Num

ber o

f Min

utes

from

Cus

tom

er R

eque

stTo

Ord

er F

inal

izatio

n

50

Histogram (Frequency Distribution of Variables Data)

28.5

10

3

29.5

P1

n = 155x = 24.63s = 2.03

Time in Minutes


KBI-1: % of Products/Services Not Delivered On-Time.

% > Interested

Party Agreed-Upon

Service Level Agreements

(Valid Requirement)

0

10

20

30

40

50

Days

5 10 15 20 25 30

Date: 8/31/16By: J. BostowSource: CTL

GOOD


Summary• The “Process Approach” is a mandatory requirement embedded in the TL 9000 R6.0 Standard.

• Utilizing Deming’s P-D-C-A Cycle ensures continuous development and continuous improvement.

• The Condensed S-I-P-O-C Value Stream Mapping aids in visualizing Non-Value-Added time/space when

properly constructed.

Summary (Con’t.)• All Processes should ask and ANSWER, “Are we stable, capable and flexible?”

• The correct tool for demonstrating compliance to the “stability” question with variables data is the X-bar, R Chart.

• The correct tool for demonstrating compliance to the “capability” question with variables data is the Histogram.

• If your core process is “flexible,” STANDARDIZE and REPLICATE. Then…cycle back to P-D-C-A for continuous development and continuous improvement.


TL9000 and the “Process Approach”

Utilizing P-D-C-A Value Stream Mapping to Expose, Exploit and Eradicate Non-Value-Added Time and Space

Jeff Bostow

tl9000 and the process approach

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