13. Quality is about Gaps
• Knowledge Gap – difference between company perceptions of
customers expect and what customers really expect
• Standards Gap – difference between company perceptions and
service quality specifications
• Deliver Gap – difference between perceived expectations and
actual service delivery
• Communication Gap – difference between what is delivered and
what is communicated
• Perception Gap – difference between what customers expect and
what they actually receive
17. Metrics are simple numbers that
measure the effectiveness of your
business.
• Metrics reduce arguments based on opinion.
• Metrics gives you answers what really works.
• Metrics show where your strengths are.
• Metrics allow you to test anything.
• Bosses love metrics.
18. What is an A3?
• A3s are A3s because they fit on A3
• Document on results from the PDCA cycle.
• 4 Types of A3s
• Problem Solving
• Proposal
• Status
• Informational
19. I like to think of an A3 as a mini-PDCA
Team: Date:
Title/Theme:
Background/Definition:
Current Conditions:
Target:
Determine Cause/Analysis:
Countermeasures:
Implementation:
Follow-up:
21. Why is it tough to engage?
• Focus is challenged
• Communication is inconsistent
• Lack of Predictability
• Risks
22. People > Process
President
Administration Sales Finance Quality Operations
Plant
Paving
Maintenance
Assistant
Organizations design process
which are copies of their
existing structures
28. Standards –
Current State
• Expectations
• Upward Communication
• Metrics
• Visual Controls
• P.S. Standard work is layered
29. Change in Standards –
Moving to Future State
• Expectations
• Upward Communication
• Metrics
• Visual Controls
• P.S. Standard work is layered
51. Smaller Groups
• Informal communication
• Better assignment of tasks
• Easy Manageable Tasks
• Increase participation
• Reduces Information needed to be processed
• Provides Clear Line of Sight
52. Line of Sight
Know what you Team
Members are doing
• Daily Standups
• Weekly Tactical
• Monthly Strategic
• Quarterly Strategic
Produc
tion
53. What about that “I” thing?
Team Players are willing
• Progress
• Own
• Transparent