2012 Dept. of IT Quality Circle Presentation. Silver Medal Winner at Fiji National University Annual Quality Circle Convention 2012. By Team Leader: Sudhir Mudaliar

1. QUAL-IT-YES
TEAM MEMBERS:
Sachin Deo – Manager IT (Facilitator)
Sudhir Mudaliar – Team Leader
Sheetal Devi
Apikali Qalo
Kelerayani Vuli
Prity Ram
Jashvir Bir
Rajneel Karan
Ulaiasi Vukinawasawasa
Ranadi Cula

2. Code of Conduct
 Punctual – Be punctual in the meeting
 Respect each others view
 Criticize the ideas not the person
 Be attentive - Pay attention in the meeting
 Everyone is equal during circle meeting
 Maintain a friendly attitude
 Carryout assignments on schedule and meet
deadline
 Decisions and conclusions should be made based
on facts and data
 Share your Ideas openly
 Quorum for QCC – 5
 $1 fine for late comers
 Role of Secretary to be rotational
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QCC Project 2012 Team Qual-IT-yes

3. GANTT CHART FOR QC 2011/12
2011 2012
MA
Task MAR APR MAY JUN JUL AUG SEP OCT MAR APR Y JUN JUL AUG SEP OCT NOV
Brainstorming session
Prioritise and Finalise
problem
Identify Problem
Statement
Root Cause Analysis
Data Collection
Review and Analyse Data
Identify Solutions
Presentation to
Management
Implement Solutions
identified
Collect Data after
implementation of
solution
Analyse data – to see if
desired effect has been
achieved
Incorporate as work
standard
Prepare for presentation 02
at Internal Convention. NOV
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QCC Project 2012 Team Qual-IT-yes

4. Plan-Do-Check -Act
Identify Problem / Define Problem’s Root
Identify Problem / Define Problem’s Root
Try a Different Solution? Cause
Try a Different Solution? Cause
or… Identify Solution Criteria
or… Identify Solution Criteria
Incorporate as Work Standard Identify Alternative Solutions
Incorporate as Work Standard Identify Alternative Solutions
And Identify Next Opportunity Evaluate Solutions
And Identify Next Opportunity Evaluate Solutions
Select Solution
Select Solution
Develop Implementation Plan
Develop Implementation Plan
Implement Solutions:
Implement Solutions:
Analyze data collected. Begin Implementation
Analyze data collected. Begin Plan (including Data
Implementation
Plan (including Data
Collection).
Did Solution have Desired Effect? Collection).
Did Solution have Desired Effect? Conduct Training.
Conduct Training.
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QCC Project 2012 Team Qual-IT-yes

5. Tools and Technique Used
Brainstorming
Decision Matrix
Check Sheets
Fish Bone Diagram
Pareto Chart
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6. PLAN
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7. Problem Selection: Brainstorming
1. Poor Customer Service
2. Punctuality of Staff
3. FNPF not releasing more than $2000.
4. No proper Customer Database
5. Low Student Retention
6. Lack of space
7. Unhygienic restrooms
8. Unsuccessful industry visit
9. Demand for Professional training not met
10. Payment complaints
11. Deferment of courses
12. Inadequate training equipment
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QCC Project 2012 Team Qual-IT-yes

8. Selection of the Main Problem
A check sheet was handed out to all the
members to rate the problems.
The data was analyzed and the problems
were ranked. For the data click here.
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QCC Project 2012 Team Qual-IT-yes

9. DECISION MATRIX
Problems Total Rank
Low Student Retention 29 1
Poor Customer Service 40 2
Punctuality of Staff 51 3
No proper Customer Database 57 4
FNPF not releasing more than $2000. 58 5
Unhygienic restrooms 62 6
Inadequate training equipments 64 7
Unsuccessful industry visit 71 8
Payment complaints 79 9
Lack of space 80 10
Demand for Professional training not met 81 11
Deferment of courses 82 12
Rating on a Scale of 1 -10
(1 - Highest Priority 10 - Least Priority)
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QCC Project 2012 Team Qual-IT-yes

10. MOST CRITICAL PROBLEM
FROM DECISION MATRIX
Low Student
Retention.
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QCC Project 2012 Team Qual-IT-yes

11. Problem Statement
The participant numbers in
the trainings are low due to
low student retention rates.

12. Identification of Root Cause
Brainstorming, was used to list down the
causes
 Causes were then placed in the Fishbone
Diagram.
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QCC Project 2012 Team Qual-IT-yes

13. Ishikawa Diagram
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QCC Project 2012 Team Qual-IT-yes

14. Outcome
16 causes were identified using the
Ishikawa Diagram.
The 16 causes were put on a check sheet
and feedback from the students were
gathered.
Using the frequency the pareto chart was
developed. From the Vital few, the root
cause was decided through a consensus
between the members.
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QCC Project 2012 Team Qual-IT-yes

15. Pareto Chart – Before
Implementation
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16. Root Cause
After analysing the vital few causes, the
team came to a consensus that the root
cause is:
Lack of awareness on training
programs.
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QCC Project 2012 Team Qual-IT-yes

17. Potential Loss incurred due to Lack of
Awareness on Training Programs
Student retention rate = returning students
overall number of students.
Particulars 2010 2011
Total Number of Enrolments 800 750
Total Number of Students 420 350
Total Number of One Time Students 349 378
Total Number of Returning Students 100 70
Retention Rate 24% 20%
Returning Student Revenue $ 199,645.00 $ 185,020.00
There was a 4% decrease in student
retention rates from 2010 to 2011.
Comparatively the revenue lost was
$14,625.
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QCC Project 2012 Team Qual-IT-yes

18. Intangible Costs
Stress to staff on not achieving their
participant number targets.
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QCC Project 2012 Team Qual-IT-yes

19. Target
Increasein student retention rate by 5%
by September 2012.
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20. Solutions
Brainstorming was done by the members
to list down the solutions and later the
Ishikawa diagram for solutions was
generated.
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21. Ishikawa Diagram (Solutions)
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22. Solutions
Develop a career pathway.
Develop a standard DIT Student
orientation presentation to be used as a
mandatory introduction in all trainings
Install a new LCD monitor in the
reception to display the new programs,
upcoming programs, pathways
Develop new programs
Develop modular programs in
conjunction with other department
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QCC Project 2012 Team Qual-IT-yes

23. Cost of Implementation
Cost of LCD - $400
Time for Creating Pathway
 10hrs x $16 x 1 = $160
Time for Creating Trainer Orientation
 10hrs x $16 x 1 = $160
Time for Creating and Updating Info for
the monitor slideshow
 6hrs x $16 x 1 = $96 (Creating)
 4hrs x 12 months x 16 x 1 = $768 (Updating)
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QCC Project 2012 Team Qual-IT-yes

24. Cost of Implementation (cont’d)
Time for Developing and Reviewing New
Programs
 140hrs x $16 x 5 = $11,200 (Creating)
 22.5hrs x $16 x 5 = $1,800 (Updating)
Total= 400 + 160 + 96 + 160 + 96 + 768 +
11,200 + 1,800
= $14,680
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QCC Project 2012 Team Qual-IT-yes

25. DO
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26. Solutions
Develop a career pathway.
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27. Solutions
Develop a standard DIT Student
orientation presentation to be used as a
mandatory introduction in all trainings
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28. Solutions
Install
a new LCD monitor in the
reception to display the new programs,
upcoming programs, pathways
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29. Solutions
New Programs Developed for 2012
43 New Programs were developed and
offered in 2012.
 Course List
One Modular program offered in
partnership with Department of
Productivity and Quality. We offered MS
Project module in their 7 module Project
Management Course.
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30. CHECK
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31. Pareto Chart (After Implementation)
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32. Results/ Achievements
BEFORE AFTER
2011 2012
Student retention rates : 20% Student retention rates : 51%
The revenue from the The revenue from the
returning students : returning students :
$185,020.00 $397, 260.00
There is an increase of 31%
There is an increase of $212,240.00.
This huge increase was due to mainly short courses
students returning to do TAFE Diploma of IT.
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QCC Project 2012 Team Qual-IT-yes

33. Results/ Achievements (cont’d)
BEFORE AFTER
2011 2012
The returning student The returning student
numbers : numbers :
70 249
There is an increase of 179 participants.
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QCC Project 2012 Team Qual-IT-yes

34. Results/ Achievements (cont’d)
BEFORE AFTER
2011 2012
Returning students revenue Returning students revenue
makes up 19.2% of total makes up 83.2% of total
revenue of the Suva Centre. revenue of the Suva Centre.
= 185,020/962,488.90 x 100 = 397,260/477,688.36 x 100
= 19.2% = 83.2%
($962,488.90 is DIT Suva Centre’s ($477,688.36 is DIT Suva Centre’s
Total Revenue as per 2011 Annual Total Revenue as at September
Centre Report) 2012 as per DIT Suva Centre
September Report)
There is an increase of 64%.
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QCC Project 2012 Team Qual-IT-yes

35. Results/ Achievements (cont’d)
As per the student feedback questionnaires
distributed to participants:
BEFORE AFTER
5% of the students chose information 20% of the students chose information
availability as the reason for coming availability as the reason for coming
back for a training back for a training
8% of the students chose career 20% of the students chose career
pathway as the reason for coming back pathway as the reason for coming back
for a training for a training
0% of the students chose Class 8% of the students chose Class
orientation/introduction as the reason orientation/introduction as the reason
for enrolling for any other course for enrolling for any other course
Detailed questionnaire analysis is here.
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QCC Project 2012 Team Qual-IT-yes

36. Actual Courses Conducted
58% of the courses conducted as at 30
September 2012 are from the new programs
developed as a solution to this project.
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QCC Project 2012 Team Qual-IT-yes

37. Results - 3 Year Trend
As at
Particulars 2010 2011
September,2012
Total Number of Enrolments 800 750 950
Total Number of Students 420 350 490
Total Number of One Time
349 378 241
Students
Total Number of Returning
100 70 249
Students
Retention Rate 24% 20% 51%
Returning Student Revenue $ 199,645.00 $ 185,020.00 $ 397,260.00
Qual-IT-yes had a target of increasing the student retention rate
by 5% by September 2012. There is an increase of 31% in the
student retention rate as at September 2012. Click here for the
data.
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QCC Project 2012 Team Qual-IT-yes

38. Pareto Chart Analysis
BEFORE AFTER
Detailed Root cause data analysis and after implementation data
analysis is here.
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QCC Project 2012 Team Qual-IT-yes

39. Intangible Benefits
Trainers confident with the use of the
new slides and the participants are better
informed
More time for staff to prepare
LCD gives the reception a more modern
look
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QCC Project 2012 Team Qual-IT-yes

40. ACT
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QCC Project 2012 Team Qual-IT-yes

41. Acts/Standardization
Career pathway to be available to every
participant.
Student Orientation Presentation made
mandatory for all the trainings offered by
DIT. It has been incorporated in the
lesson plans of ALL DIT courses.
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QCC Project 2012 Team Qual-IT-yes

42. Review
The content which is displayed in the
reception is reviewed weekly to update
the information of upcoming programs.
The programs developed are also
reviewed on an annual basis to maintain
the currency of the program to the
industry and technology. This is done in
the annual DIT Planning week.
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QCC Project 2012 Team Qual-IT-yes

43. Challenges
Most of the members are trainers so the
attendance was a major problem.
Members also had difficulty working on
the tasks assigned due to classes.
QC knowledge was lacking because no
refresher training was provided.
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QCC Project 2012 Team Qual-IT-yes

44. Summary - ROI
Returns = Revenue - Expenses
= $397,260 – $331,050
= $66,210
ROI = Returns/Investment
= 66,210/14,680
= 451.02%
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QCC Project 2012 Team Qual-IT-yes

45. Achievements Summary
There was an increase in :
Student Retention Rate by 31% in 2012
Increase in Returning Students Revenue by $212,240.00
Returning Students Enrollments Increased by 179 enrolments
Returning Students Revenue in relation to Overall Revenue increased
by 64%
Overall Student Feedback was positive in 2012
58% of courses conducted at DIT Suva Centre were new courses.
As per the results, the project was a huge
success!
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QCC Project 2012 Team Qual-IT-yes

46. Testimonials
Student Testimonial
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47. Next Project
Next project to be decided by the team.
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QCC Project 2012 Team Qual-IT-yes