Quality Management



CUSTOMER SATISFACTION

While it has been long established that organizations with a quality foundation have better leverage to achieve high levels of customer satisfaction, one key way to attaining this goal comes from being particularly focused on employee satisfaction. (1)  You might hear this cited but its believe it or not so often overlooked. Also you may have heard this before but never actually seen any data to prove it. Well here is some evidence for you.

The key benefits of lean and six sigma include providing structured methods of improvement to reduce waste, shorten production time, reducing cost, reducing lead times, promoting concurrent work, accelerating activities, improving planning and control and ultimately high levels of customer satisfaction.

Creating change is not easy, neither is coming up with fresh ideas and perspectives to prompt those changes in the first place! Below I provide a model for change management and a list of change/improvement idea prompts.

First of all here is an eight stage process for implementing change referred to as Kotters Model.

Here is a list of some of the best books on quality and performance improvement.

A book that can help make the penny drop regarding the importance of change and improvement isWho Moved My Cheese by Johnson & Blanchard

A great detailed book on quality tools is The Quality Toolbox by Nancy Tague

An indepth look at the Deming Cycle PDCA is The Improvement Guide by Langley, Moen, Nolen, Nolan, Norman & Provost

There are a wide range of quality improvement tools and techniques, below are a list of some of them. We will be touching on all of these in this blog. At the end of this blog are links that will take you to free downloadable excel templates for many of these tools.

PDCA and DMAIC. 

One of the most basic things to understand about process performance improvement is the Deming Cycle or Plan, Do, Check and Act (PDCA) This is also referred to as the earlier Shewhart Cycle which is Plan, Do, Study and Act.

The plan–do–check–act cycle is a four-step model for carrying out change. Just as a circle has no end, the PDCA cycle should be repeated again and again for the foundation of continuous improvement.

SELF-ASSESSMENT

Self-assessment is in itself an important process which should be conducted at least annually to monitor the performance of your business. This can be done using the National Housing Quality Award Criteria for Performance Excellence. NHQA Criteria has been an important tool for hundreds of home builders and trade contractors to assess and improve performance on critical factors to business success.

Metrics are all about the effectiveness of your processes. There are four key types of performance that we can focus on in this blog.

THE MARKET

Surely the most important issue facing everyone in the homebuilding industry, indeed every industry today is improving performance. Reducing costs and leveraging resources to improve profitability.

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