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Welcome to ARINC !!. Baltimore ASQ. Making Measurement (More) Meaningful. Presented by: Mark Berron CQE, CSQE. October 20, 2005. Agenda. A little on ARINC Why Measure? Our customers Measurements we make for them Taking Measurement further Value Measurement. ARINC. - PowerPoint PPT PresentationTRANSCRIPT
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Welcome to ARINC !!
Baltimore ASQ
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Making Measurement (More) Meaningful
October 20, 2005
Presented by:Mark Berron CQE, CSQE
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Proprietary ARINC 3
Agenda
• A little on ARINC
• Why Measure?
• Our customers
• Measurements we make for them
• Taking Measurement further
• Value Measurement
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Proprietary ARINC 4
ARINC
ARINC serves the airline, defense, and commercial industry with numerous world-wide communications services, using VHF, HF, and Satellite, along with various broadband and network capabilities.
The Quality Analysis Section of QMO at ARINC monitors and reports on the performance and availability of all of these services.
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Proprietary ARINC 5
Why Measure? (The Basics)
• Socrates once said, “That for which you cannot measure, you cannot show quality”.
• An ASQ member said, “We don’t measure to make your product, we measure to make your product… better”
***************************************************************• Tells you and the customer how good the
product/service is; in other words, “Quality” • It helps sell your product to….****************************************************• External customers • Internal customers
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Proprietary ARINC 6
Measurement for External Customers
• What are their requirements?
Design measures around their requirements. – What is the data needed? – How do you get the data for the measures?– Is the data reliable?– Critical requirements: Are there penalties if
you fail to meet the requirements?
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Proprietary ARINC 7
Your bossProject Managers
• Who are these customers?
• How do their requirements differ from external customers?– Do you have Corporate Goals? – Do you have Department Goals?– What are your personal goals?
Measurement for Internal Customers
Executives
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Proprietary ARINC 8
Taking Measurement Further
• What can you do to make these measures more meaningful to the customer?
Data Trends – Verbally summarize for the customer
Americas TRAFFIC: 24,800,000 messages for the month of September.
ACARS Average daily traffic was recorded at 800,000 messages per day:
(based on a 31 day billing cycle)
8.21% decrease over August 2005
5.79% increase over September 2004
Four of the four performance measurements met the goal for the month. Four of the four performance measurements met the goal YTD.
Four of the four availability measurements were met for the month. Four of the four availability measurements were met for the YTD.
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Proprietary ARINC 9
Taking Measurement Further
• What can you do to make these measures more meaningful to the customer?
Data Trends – Table summarizes for the customer
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Proprietary ARINC 10
Taking Measurement Further
• What can you do to make these measures more meaningful to the customer?
Data Trends – Show the customer
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Number of Billable Aircraft
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Proprietary ARINC 11
Misleading Measures
• Percentage increases can distort– If an investment gains 44% while the S&P
gains 30%, you beat the market by 14%. – But you also can say you beat the market by
44%, as 14/30 = 44%.
• Round off differences– In the US, there may be 3 g of fiber in a cereal
box, but in Canada there is only 2.7 g in the same box, a difference of 10%.
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Proprietary ARINC 12
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Proprietary ARINC 13
Value Measurement
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Proprietary ARINC 14
Define
Analyze
ControlMEASURE
IMPROVE
Must be provable
Easy to measure
Show before and after
Has to be believable
DMAICDMAIC
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Proprietary ARINC 15
Calculating Value (Savings)
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Proprietary ARINC 16
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Proprietary ARINC 17
Measurements are Meaningful !!
A S
Q A
S Q
A S
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