I have received Email requests over the years asking what should go into a Corporate Quality Business Plan. It would be my hope that one would not be necessary because quality is engrained within the company and there is not a seperate quality department.
Unfortunately I know this is not the case in many companies and for those who have no Quality Initiative in place perhaps this example can serve as a model.
So I will provide an example Corporate Quality Business Plan in Stages as they are being developed. I will use 2010 in my example of a company called "qualityg National Operations." The most important part of a Quality Plan is that it is integrated with the overall company strategy. All CQ goals must lead to accomplishing company goals and objectives.
This example also can serve as a model for any department.
I hope you will be able to use the following model as a starting point for your own quality initiatives -- qualityg
Dilbert by Scott Adams says it best (Click on Pic to Enlarge).
2010 BUSINESS PLAN
Part 1- Corporate Quality Service Objectives for 2010
Part 2 -National Leadership Team Strategic Quality Objectives for 2009
· Create an organization that understands the customer and is willing to adapt our process to meet or exceed customer expectations.
· Educate employees on how their roles and actions fit into the companies overall structure for system optimization.
· Continue to drive the Operational Review as a value-added process.
· Reduce cycle times (order flowthrough).
· Improve standardization of activities and processes.
· Reduce National Operational expenses.
· Eliminate non value-added activities and rework.
· Reduce defect rates across Network.
· Support Corporate Quality Initiatives.
We will be successful by assuring that we meet and exceed our goals and objectives for Service Improvement and Customer Preference/Retention. We want our company to be the company of choice for our customers. We will keep our promises!
The Corporate Quality Team will focus on:
● Quality Assurance,
● Problem identification, resolution and prevention,
● Continuous process improvement, and
● Improving the customer experience.
Delivering on this approach is essential to the overall strategy for 2010 and beyond. The reality is we must consult and advise our internal customers in using quality principles and techniques effectively; employees must gain practical experience in applying quality methods in their daily work. The continued integration between internal departments is a critical factor that must be supported so that our operating styles, and cultures can be transformed into one for the benefit of our customers. Emphasis will be on the following items:
· Providing consultation and workshops on performance excellence and techniques.
· Conduct Just In Time Quality Training.
· Establishing customer and corporate specific process measures and goals.
· Conducting Operational Reviews with timely and cost effective resolutions.
· Documenting and analyzing Operational Review data for continuous process improvement value added activities.
· Be the catalyst for communicating downstream operational problems to the process owners for driving upstream process improvements.
· Assist in streamlining our most critical customer affecting processes.
· Own internal/external customer feedback measurements that drive our decision- making policies.
· Increasing our understanding of competitive information and benchmark “best in breed” practices to determine gaps in existing processes and procedures.
· Continue to support ISO 9000 compliance as required (e.g., where/if required).
By concentrating on these strategies we will derive the following benefits:
· Meaningful measures that support unit and corporate goals.
· Systemic identification and removal of root causes to problems identified.
· Clarification of work activities.
· Value added decision-making based on data and facts.
· Prevention of problems especially in design processes.
Our ability to assist in delivering excellent service will depend on our commitment to develop defect-free customer service. This will be determined by working with the appropriate departments and work groups to establish monitoring metrics like availability, reliability, error free new builds, rapid provisioning (defect free order flowthrough) and timely resolution of customer problems.
By conducting a systomatic disciplined approach to our work and providing consistently of purpose for our entire team, the qualityg Corporate Quality Team will also focus on five key dimensions and one “Common Goals” for success:
1. Customer Satisfaction is comprised of all the methodologies required to meet or exceed customer expectations and set the directions, which ensure intimacy and customer satisfaction. This section will establish and set measures of quality required to address customer issues and create the benchmarks needed to ensure customer preference.
2. Employee Value - as we continue to be a major player in this competitive market, it will be essential for all our employees to continually improve and excel in their work functions. It is leadership’s job to enlighten, enable, empower and encourage the behavior that drives Operational Performance Excellence and Customer Satisfaction. Employees must understand their roles and responsibilities and be aligned with qualityg’s business strategies and embrace the characteristics that enable us to be a major player in our industry. Consistent execution in a rapidly evolving industry will be key to our success.
3. Financial competitive challenge will continue to put pressure on our revenue growth throughout 2010. In order to maximize short and long term profitability, expense reduction and business growth, we must continue to invest in capital to grow revenue with established customers and improve gross margins by assisting in increasing our customer base. We must also manage our metrics and defend our current revenue stream from competitors. It is clearly the responsibility of all employees to aggressively increase our service productivity while reducing our expenses. Corporate Quality will demonstrate cost savings by conducting value-added Operational Reviews that will achieve avoidable costs (e.g., rework, defectives, non value-added activities, non-standardization, etc.) that will be eliminated through prevention and root cause analysis. Corporate Quality will assist in obtaining additional sales and retention of existing customers through customer specific programs. This will be accomplished while staying within all budget parameters during 2010.
4. Quality Management will be systemically integrated throughout the Customer Satisfaction, Employee Value and Financial Objectives. Our role as quality leaders must be to maintain and continue to view quality as an integral part of our day to day operations and the foundation that supports the other key dimensions. This ensures a concentrated focus on quality leadership and spans all aspects of quality, including training; execution, strategies, tactics and other activities designed to measure customer satisfaction and continuous improvement. In addition, as quality assessors we will provide value-added reviews that lead to improved operational performance of our nodes, switches and other facilities.
5. Community Involvement is an integral part of our 2010 strategy and will be utilized in Corporate Quality to demonstrate our added value to the communities and cities where we operate and live. Corporate Quality will develop specific plans, which will demonstrate how we enhance the value of our company in the community.
Values: Our Common Goals. Corporate Quality Service commits to the following values to guide our decisions and behavior:
· Respect for employees
· Dedication to helping customers
· Excellence of standards for integrity
By executing these values, Network Operations strives to set a standard of excellence as a customer-focused team that will reward our customers, stakeholders, and all of our employees.
Corporate Quality’s Customer Satisfaction goal is to be highly valued by our customers for consistently providing world-class service through a team of capable dedicated professionals.
Customer Satisfaction is the single most important differentiator in our goal to be “simply the best” in 2010 and beyond. Led by each manger, we can positively impact the results and the objectives of our business plan. Customer Satisfaction is a strategic initiative and the corner stone of our competitive advantage in the marketplace.
Exceeding our customer’s expectations means we must change the relationship we have with our customers. This means by continually partnering with all customers to establish and manage a clear understanding of their needs, which will strengthen our relationships with our clients.
GOAL: To establish the value of Corporate Quality Service throughout our company with all other client facing organizations.
1) Train on Performance Excellence and Process Management throughout National Operations.
2) Support and assist in Company Programs.
3) Design, implement, monitor processes, and develop feedback and measurements designed to calibrate performance relative to improving the customer and supplier experience.
4) Develop mutually agreed to milestones and quantify these as much as possible.
5) Work with all qualityg departments to develop and execute plans which protect the embedded base of services and position new offers.
6) Document and communicate achievements via the Intranet and other communications vehicles.
7) Manage National Operations role in Operational Reviews including follow up and resolution of outstanding issues.
8) Continue to conduct internal Supplier Support (e.g., Engineering, HR, IT, etc.) meetings using data obtained from Quality Operational Reviews.
9) Attend and consult on Performance Reviews with responsible National Operations (N.O.) Management to identify process improvement opportunities.
10) Partner with external customers (i.e. Acme) to share and meet their respective quality goals and standards.
1) By the end of 1st quarter 2010, have a process in place to ensure communications and feedback via Webmaster strategic responsibilities for Corporate Quality and National Operations.
2) By the end of 2nd quarter, establish a Best Practice process for Quality Operations Reviews that can be leveraged nationwide and manage their communications for continuous improvement.
3) By year-end conduct Performance Excellence and Process Management Awareness to all major National Operations cities.
4) Continue to establish a quality partnership with Acme (Preferred Supplier) to share and meet their quality standards and goals.
5) Continue to partner with Manager of Quality Operational Reviews to support and assist in city operational review process.
6) Continue to share Operational Review data and analysis with appropriate departments (e.g., Engineering, HR, Engineering, Operations, etc.) to insure Operational Performance Excellence.
GOAL: Support field organizations to achieve an exceptional rating in all categories of the company Employee Satisfaction Survey.
Strategies / Tactics:
1) Ensure company awareness of the Employee Satisfaction survey results.
2) Have a joint meeting between C.Q. and respective leadership teams to discuss survey results and opportunities for improvement.
3) Assist appropriate leaders within National Operations in developing action items for improvement opportunities.
1) Throughout 2010, conduct an analysis on each employee trend survey and ensure distribution to the National Operations Leadership Team.
2) Provide analysis and feedback on the Employee Trend Survey by identifying the strengths and weakness to the leadership team.
Dr. Deming said “It will not be enough to have employees who are merely satisfied. Satisfied employees will depart, for no good reason, just to work somewhere else. Success and growth come from employees who boast about our company. The loyal employee requires no rewards or other persuasion, and he/she convinces other employees to remain.”
Ownership: Corporate Quality Service is responsible for the design, enhancement, execution and communications of the employee survey. Corporate Quality is responsible to assist National Operation’s leaders for the development of action plans for improvements based on the survey results.
GOAL: Attain World-Class status with our customers by continuously improving our employee processes and procedures.
Processes are the systems of tasks, work flows, information exchanges, people and technology that create value for National Operations employees that are required to differentiate our service from our customers.
Key customer processes include a systemic end-to-end perspective that develop, produce, distribute, and support the primary products or services of National Operations. They form the strategic capabilities that enable the business and empower our employees to compete effectively.
1) Assist N.O. Leadership Team in prioritizing core customer affecting processes.
2) Assist N.O. Leadership Team in identifying process owners for all customer-affecting processes.
3) Corporate Quality supports appropriate Process Owner by:
- Defining process and identifying customer requirements
- Defining and establishing measures
- Conducting “Gap” analysis based on customer requirements
- Conducting Root Cause Analysis to identify opportunities for improvement
- Prioritizing opportunities for improvement and create action plans for correction
- Monitoring process improvements to maintain gains
- Defining quality and process terms and definitions
- Creating Enterprise Map
- Identifying and defining Process Owners, plus their roles and responsibilities
Ownership: Corporate Quality Team will support, educate/train Process Owners and their respective teams in managing and improving key customer processes upon request or direct them to the company’s Quality Training Institute.
These basic strategies, tactics, and objectives will enable us to satisfy our employees and optimize the net value of each individual. Keeping a primary focus on Employee Value will require a partnering with Employee Relations processes (i.e. Employee Survey), practices, and programs needed to better support our teams. Corporate Quality’s plan will assist in communicating the goals, strategies, tactics, and the impact of these on our employees and teams. This Employee Value management transformation will ensure that we:
- Clearly define, communicate and implement Corporate Quality Plans
- Invest in our people with on-going education and training
- Ensure Safety practices are followed (i.e. OSHA Compliance, Motor Vehicles)
- Empower our teams
- Emphasize recognition
- Communicate often and effectively
1) Review our own leadership style.
2) Conduct one-on-one and meetings to share leadership expectations.
1) Share C.Q. 2010 business plan with all employees via the face to face manager/employee meetings we all understand our goals and objectives by 1/31/10.
2) Commit to appraisals of individual performance of team members and communicate the company Career Planning Process throughout 2010.
3) Each manager completes career-planning worksheet by 4/1/10.
Ownership: Corporate Quality Service Leader will manage appraisals and a sincere interest in the employee’s career plans. Each manager will receive a written appraisal in 2009.
1) Commit to have all new employees attend Quality Operations Training (1 week) during the first 90 days of employment.
2) Support/encourage Training Department and Health and Safety Department to provide guidelines (published on Intranet) on Safety (i.e. OSHA, Motor Vehicles).
3) Maintain an employee skill set for each major job title and training matrix that addresses the
skills required for the job.
4) Training attendance for employees and their managers will be measured and reflected in
performance appraisals. A guideline of 6 days for all employees has been reflected in 2009 training budgets.
5) Managers should develop and implement plans for cross training.
6) Update all training records with Corporate Training at least once a year.
1) Ensure new employee attendance at new employee Orientation.
2) Develop and document a training program for each Quality Manager.
3) Ensure all employees have a required skill set list developed. This list should address the
primary responsibility of the employee and note the required skills necessary to perform their
4) Attend Employee Relations and Diversity training as required by HR in 2010.
Ownership: Corporate Quality will supply Employee Relations and Health and Safety with pertinent information.
1) Develop & Implement Safety Prevention Control and Countermeasure (SPCC) plans for each of our departments.
2) Identify the Field Safety Coordinator (FSC) for every business operation.
3) Require each FSC attend the 2 day Safety Coordinator Training Program developed by EH&S that defines their responsibilities and duties.
4) Establish the EH&S Awareness for Managers training sessions and the Safety Answers for Field Employees (SAFE) course.
1) SPCC plans must be completed to EPA requirement levels for each N.O. city by end of 1st quarter 2010.
2) Request city operation leadership provide Corporate Quality with the local FSC for each city within their regions by the end of 1st quarter 2009.
3) Have each FSC complete the Safety Coordinator Training Program by year-end.
4) Have all departmental employees complete the appropriate awareness and training courses by year-end.
Ownership: qg Corporate Quality Team will provide leadership and direction incorporating EH&S programs within National Operations. Corporate Quality will act as the single point of contact for any program or task EH&S wants to establish within National Operations.
GOAL: Develop and execute a well-defined Employee Recognition Program that supports the Corporate Common Goals by celebrating team and individual accomplishments.
Strategies / Tactics:
1) Clearly understand, communicate and execute the company Recognition Policies.
Areas to recognize are:
B) Common Goals
C) Quality Results
D) Customer Care
E) Superior service at the lowest unit cost
1) Assist in ensuring that all managers are aware of the company Recognition Policies.
Ownership: Each Quality Manager is responsible for assisting appropriate leadership teams in implementing a recognition program on a local level that aligns and supports corporate objectives.
GOAL: To establish a framework for communicating accurate information in a timely and consistent manner to and from all members of the organization.
Corporate Quality will provide information on quality matters impacting the workplace and the customer we serve.
1) Corporate Quality will work with the appropriate managers to stress consistent communications within the company.
2) Management needs to develop a set of formal and informal communication strategies that afford the team with an effective communications loop.
3) Where appropriate, respect the need to protect sensitive, proprietary information.
1) Corporate Quality will manage its Web Site, and assist the departments as required.
Ownership: Corporate Quality Leadership is responsible for local staff meetings and the communications plan. Corporate Quality will assume ownership for its respective web sites.
Rapid changes will impact Corporate Quality by requiring the need to develop strategies and tactics to redesign our production process and our service delivery platform. Each manager will take an active role in impacting the revenue base through quality methods and continuous improvements to achieve a competitive advantage and increased customer preference and retention. In concert with existing revenue and expense management tactics, Corporate Quality will partner with National Operations Departments in their efforts to develop a more effective means of calibrating business expenses.
GOAL: Use sound financial management to meet 2010 budget goals:
1) Track all expenses on a monthly basis and share results with team members.
2) Document and monitor cost reduction efforts for more effective budget management and/or
1) Meet or improve all budget commitments with monthly measurements.
2) Document Cost of Quality savings to Finance through Quality initiatives (e.g., Operational Review findings, Supplier Partnerships, Quality Action teams, etc.). Assist in the revenue growth by partnering with Acme (Preferred Supplier) in their quality initiatives.
Ownership: Corporate Quality Leadership is responsible for monthly management and reports for all financial commitments.
GOAL: Institutionalize a Cost of Quality management philosophy that will enable the appropriate Leadership Team to measure and continuously improve productivity and cost efficiencies.
All work that is not essential to customer quality or corporate objectives is cost-of-quality work. Additionally, any product or service that does not meet customer expectations results in cost-of-quality work. Corrective and preventive solutions dealing with these matters are generally referred to as cost of quality. Cost of quality is the total dollar amount of the related cost-of-quality work including salary/wages; material and other associated expenses. For example, the cost of quality for removing a customer affecting software system includes labor costs for removing the software, the cost of the software, and the associated processing costs, such as paperwork and scheduling.
1) A unit measure is defined as and has the following qualities:
- Generates a work activity
- Is measurable
- Is transaction based
- Is independently driven
2) Selection of a unit is driven by first identifying our customers and listing our deliverables.
3) The Maintenance Units of Measure include tickets (switched services and private line) and
calls. Customer Service units include # of orders, calls, transactions, etc.
4) Establish a transaction time for all measured units.
5) Review and analyze expenditures associated with unit production for improvement opportunities.
1) Support the development of a unit cost budget model based on customer transaction volumes
and work drivers associated with expenses by the end of 2010.
2) Support the development of a unit cost tracking model to provide useful financial information
for the Leadership team.
3) Guide Leadership Team in focusing on improving process management tactics.
Ownership: Corporate Quality will support the unit cost methodologies and work closely with the Quality Action Teams to identify cost of quality measures.
Corporate Quality strategy for 2010, will focus on establishing and integrating the best quality concepts, and principles and continue to educate and train our employees in the concepts of process management, voice of the customer and systems thinking. In addition, Corporate Quality Managers will begin to introduce as one of our roles the concept of “Servant Leadership.” The focus for servant leadership will be to share information, build common visions, self-management, high levels of interdependence, learn from mistakes, encourage creative input from all employees and challenge current assumptions and procedures to determine a more value-added way of doing business.
Our customers are not going to judge us a great Operations Department, or Engineering Department, but rather they are going to judge us as how well National operations (all of us) meet/exceed their wants and needs.
We will continue our ISO 9000 compliance efforts as required by corporate (if required).
To achieve our goal to be a customer focused organization, we will accelerate our journey to deliver customer value above that of any competitor. If customer value is defined as a combination of price, quality and service then quality becomes a lever by which we can differentiate National Operations to customers.
The Corporate Quality Team is also committed to selecting a staff that has experience, certifications and application in quality tools and techniques. We are also committed to our own continuous improvement by attending a minimum of 5 days of quality training per year by attending outside educational/training forums. The Corporate Quality Team will continue representing the company to outside quality organizations, academic institutions and civic organizations.
GOAL: Increase quality knowledge throughout N.O. and establish a common terminology and methodology.
1) Encourage all personnel to attend suggested Quality training at the company’s School of Business.
2) Deliver Performance Excellence Training to major city operations staff.
3) ISO 9000 compliance where required.
4) Begin quality skills transfer to field managers and front-line personnel in the value of process management and systems thinking by providing examples and learning at staff and operational meetings.
5) Move quickly and decisively on improvement opportunities.
1) Document plans for local quality/performance excellence training and overviews in the 1Q10.
2) Conduct Root Cause and Pareto Analysis Workshop as required.
3) Continue ISO 9000 compliance as required.
4) Link Quality Tools and Techniques on the Corporate Quality Web page by end of 2Q10.
5) Assist in educating employees in systems thinking, Process Management, and Voice of the Customer (VOC) as required.
6) Continue to institute quality measures for each customer affecting process.
Ownership: Corporate Quality Leadership will coordinate with appropriate leadership teams to meet their quality education requirements.
GOAL: Manage internal processes and key customer measures of quality using a standard set of quality tools.
1) Ensure appropriate team quality knowledge.
2) Communicate expectations relative to:
- Quality Assurance
- Results reporting, tracking and improvement strategies (i.e. Ops Review Tracking Form)
- Statistical Process Control
- Root Cause and Pareto Analysis
- Process Management and Systems Thinking
1) Continue to develop and publish quality efforts using the Intranet.
2) Continue to focus on collecting and analyzing Ops Review Data for improvement opportunities.
3) Assist in ensuring that ISO 9000 compliance in maintained at appropriate sites.
Ownership: Corporate Quality Leader will drive the Quality effort in National Operations. Corporate Quality Managers are responsible for the ISO 9000 compliance in 2010.
GOAL: Demonstrate Cost of Quality savings through Quality Operational Review Assessments and other quality initiatives (e.g., QATs, Process Improvement Activities, Ad Hoc teams, etc.)
1) Corporate Quality Leadership will drive the quality efforts in National Operations.
2) Develop reporting mechanisms to document quality improvement activities (e.g., Ops Review) and corresponding cost savings.
3) Replicate and standardize best practices into standard practices in all NOps locations.
4) Improve functional efficiencies within processes and sub processes that drive system effectiveness.
1) Deploy Corporate Staff Quality Managers (if applicable) by 2/1/10.
2) Develop standard reporting format by end of 1Q 2010.
3) Continue best practice distribution on the Intranet.
4) Provide monthly reports on cost of quality savings for each month in 2010.
Ownership: Corporate Quality Staff will lead this effort within National Operations.
GOAL: Continue to build a world-class quality department.
1) Secure membership in accredited organizations (i.e. American Society for Quality “ASQ”).
2) Attend at least 2 days of quality education.
3) Subscribe to leading quality publications (i.e. Quality Progress, Quality Digest, etc.).
4) Obtain quality certifications (i.e.Certified Quality Manager, Certified Quality Auditor, etc.).
5) Actively participate in an outside quality initiative (i.e. speaker, academic, civic, etc.)
6) Share quality information learned from outside with rest of quality team.
1) Each Quality Manager to join ASQ by end of January 2010.
2) Attend at least 2 days of quality education and learning by 03/31/10.
3) Subscribe to quality publication by end of 2010.
4) Begin effort to acquire quality certification(s) by end of 2010.
5) Share quality learning and information at regularly scheduled staff meetings.
Ownership: Corporate Quality Leadership will be responsible for providing assistance to quality staff and quality managers in regards to memberships and certifications. Each quality manager is responsible for joining and attending quality training and organizations. In addition, it is the responsibility for each quality manager to provide shared learning information and experiences to the rest of the team.
National Operations and Corporate Quality will continue to establish it as an outstanding corporate citizen in each of the locations where we operate. This is not only good for business; it is good business. The communities provide us with our employee base and our current and future customers. Our image and the image of our employees are greatly enhanced when we give back to the community in response to what they have given us. There is a role all employees can take in accelerating public awareness of National Operations as a great company and a great place to work. We can create value within our communities that extends far beyond the boundaries of normal marketing and public relations activities.
1) Support normal activities such as Holiday Food Delivery, Focus Hope, Community "Green" Activity Day, etc.
2) Assist in developing and implementing regional activities designed to support the local community.
3) Encourage support for any employee involved in local civic, charitable, educational or other
worthwhile community activity.
4) Actively support National operations charitable contributions.
1) Each member of C.Q. will report on the extent of his or her community involvement by 12/31/10.
2) Each C.Q. Manager will encourage involvement in community activities on an ongoing basis.
3) C.Q. will actively support corporate initiatives such as Holiday Food Delivery, Community Activity Green Day, etc.
Ownership: Each team member of the Corporate Quality Team will participate and report on their 2010 community involvement activities.
In 2010, the Operations Leadership Team will continue to lead the quality transformation of National Operations. This team is not another layer of management hierarchy, but simply an extension of their day-to-day activities where current functional leaders can work together across departmental boundaries, to assist in making decisions that will improve the end-to-end operations in National Operations.
One of the main activities required for the leadership team will be to identify the end-to-end chain of systemic activities vital to accomplish company goals, and to ensure that a clear line of accountability has been assigned across departmental boundaries.
Internal/External customers are a key activity during 2010 and beyond.
The major objectives of the Leadership Team are as follows:
· Review and analyze customer preference and retention data.
· Begin moving from “Hero as Leader to Servant as Leader.”
· Review and analyze company employee survey data.
· Review and analyze competitive benchmarking data.
· Drive quality initiatives into the day-to-day work life of all employees.
· Continue leadership commitment and funding, as required for ISO 9000 compliance.
· Consistent communications of strategic initiatives across the company.
· Identify and appoint Process Owners for critical customer affecting processes.
· Identify best practices that can be leveraged across the company.
· Invite leading quality speakers to at least two meetings in 2009 for additional learning on quality.
· Manage best practice processes that can be leveraged across company.
QSA Logo Developed by: MS, JF & qg