quality management for engineers_chapter8

quality management for engineers_chapter8 - ISE 527-...

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1 ISE 527- Quality Management for Engineers (Fall 2011) Chapter 8- Performance Measurement and Strategic Information Management
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2 Chapter 8
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3 Key Idea A supply of consistent, accurate, and timely data across all functional areas of business … provides real-time information for the evaluation, control, and improvement of processes, products, and services … to meet both business objectives and rapidly changing customer needs. -Customer-focused measures -Product and service measures -Financial and market measures -Human resource measures -Organizational effectiveness measures -Leadership and social responsibility measures v7: 390 v8: 364
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4 Information Management If you don’t measure results, you can’t tell success from failure If you can’t see success, you can’t reward it If you can’t reward success, you are probably rewarding failure If you can’t recognize failure, you can’t correct it* * Osborne and Gaebler, Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector v7: 390 v8: 364
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5 Process Flow Measures and Indicators Data Analysis Information Measurement v7: 390 v8: 364
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6 Measurements  Data  Analysis  Information Measurement supports executive performance review and daily operations and decision making Performance reviews are at multiple management levels Measurements & data Production Customer requirements Verification Design Measurements & data Validation Product (of process) Meas. & data: green run, warranty, etc. Control limits New design
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Key Measurement & Information Management Practices for Performance Excellence 1. Select, collect, align, and integrate data and information for tracking daily operations and for tracking overall organizational performance, including progress relative to strategic objectives and action plans, and using data and information to support organizational decision making and innovation. 2. Select and ensure the effective use of comparative data and information. 3. Review organizational performance and capabilities using effective methods of analysis to assess organizational success, competitive performance, and progress relative to strategic objectives and action plans, and using these reviews to assess the organization’s ability to respond rapidly to changing organizational needs and challenges. 4. Translate organizational review findings into priorities for continuous and breakthrough improvement and into opportunities for innovation, and deploy them to work group and functional-level operations to support for decision making 7 V8: page 365
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5. Make needed data and information available and accessible to the workforce, suppliers, partners, collaborators, and customers as needed. 6. Ensure that hardware and software are reliable, secure, and user- friendly, and that information systems support the continued availability of data and information in the event of an emergency.
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quality management for engineers_chapter8 - ISE 527-...

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