To: Quality Director
From: qualityg --> Quality Manager
Re: Quality Positions and Responsibilities at TQG (Total qg)
Based on an Email I received earlier this week I was asked if I could provide some information on driving Lean Six Sigma throughout an organization.
I will answer this in a generic sense since there are too many different quality programs running amuck in today’s organizations. I will present my thoughts as if I was working in a quality department within an organization called Total qualityg (TQG)
I have also provided some thoughts about a Quality effort after the impact of reorganization.
Above all a Quality Infrastructure with appropriate people must be built first in an organization before rolling out an implementation plan. No foundation no quality.
LETTER TO MY BOSS
I am disappointed in the fact that Quality continues to be referred as a “secondary” position under the role of our Senior VP of Operations. For example, other than within the quality organization I have never heard our VP referred to as the Senior VP of Operations & Quality, I only hear VP of Operations.
Like many other companies we provide words and principles of Quality but we do not always back it up in deeds. When I see the amount of VP positions and titles that are given in our company and I don’t see a specific one for Quality it sends a message that Quality is still exclusionary to the day to day working operations of the organization.
I found it very interesting in our President’s message yesterday when he spoke of the need for better internal partnering and understanding of where one fits in the organization. He also emphasized the need for our major departments to act as one. This in essence is the foundation for ‘Systems Thinking.”
A you already know, in order for Total Quality to continue for the long term at TQG it needs to be driven into the daily work operations and thinking of both the Corporate and Field Organizations.
I would also suggest that the Project Management Department combine with our Quality Department. This would be a natural partnership with Quality. After all many have the tools that a Project Manager needs to accomplish a project involve the basic quality tools such as:
* Defining goals/objectives
* Defining processes/projects
* Defining measures
* Obtaining team members
* Collecting data
* Problem-solving
* Designing solutions
* Improving processes
* Measuring results
The specific role of a project manager will vary from department to department and project to project, just like a quality manager.
If the leaders of TQG do not see the need for a VP of Quality perhaps they would consider a VP of Quality and Project Management under one Senior VP.
Perhaps the best way to describe this position would be to create Job Descriptions. Please see the following descriptions I have developed as examples. I have also included examples of one for Quality Field Director and Quality Managers that would be required to continue our efforts to drive Quality throughout the organization.
Vice President - Quality and Project Management
POSITION PURPOSE
Lead and coordinate the creation, design and evolution of the TQG strategic plan for Quality that incorporates work process enhancements, project management, Quality implementation, new product and system development, customer service improvements and employee involvement. Develop, implement, lead and integrate strategic quality plans that cover all aspects of TQG Quality and the culture and management system changes that are required through the use of Quality System Assessments, Operational Reviews and Project Management activities.
This position is primarily accountable for ensuring that TQG Quality is targeted at exceeding customer expectations and driving the ACTION principles in the day to day work life of all TQG employees. This position also supports TQG’s Mission and Strategies through initiatives to increase customer loyalty and retention and to achieve cost goals and objectives.
PRINCIPAL RESPONSIBILITIES
Percentage - 25%
Lead the Quality Team in the creation, design, and evolution of the TQG strategic Plan for TQG Quality by analyzing internal and external trends, determining TQG Quality Process Improvements, and assisting in the direction of all intercompany task teams (such as communications, policy deployment, benchmarking, customer/supplier partnerships etc.). Provide leadership and direction for developing a TQG practice for Benchmarking. Provide leadership, input and recommend changes to the Senior Officers with regards to internal employee and external customer satisfaction measurements.
To ensure Standardization of customer affecting viable processes throughout TQG and to create an on-going process for maintaining these processes. For Benchmarking, to provide an important tool in the development of a sustainable competitive advantage. For the measurement plan, enhance the understanding of customer expectations, and to provide a focus for process improvements. Optimize the use of the TQG Intranet for Departmental information and procedures.
Percentage - 25%
Strategically consult and assist in the designing of Departmental Plans by incorporating Quality Principles based on our culture, our resources, our customers’ expectations, our employees’ readiness and the partnership with our suppliers.
To ensure understanding, acceptance, integration and implementation of the TQG Quality process across all of TQG. This should also include the establishment of consistency of TQG’s vision/goals and to assure a standard message and direction is provided to all our employees.
Analyze the status of TQG efforts for the systemic integration of organizational activities based in key indicators (customer and employee surveys) and personal observations from both the field and corporate organizations. Lead and direct implementation of systemic thinking and solutions based on performance gaps. Assist in conducting Focus Groups and Root Cause Analysis sessions to remove barriers and assist in developing action plans for improvement. Lead Project Management activities if required.
Develop the skills, abilities and knowledge level of TQG Officers and Senior Managers in their efforts to lead process improvement efforts within their organizations. Provide counsel and direction; act as “Conscience” and foster behavior changes for TQG Officers and Senior Managers.
To lead and manage a budget of Quality and Project Management resources capable of introducing change and sustaining improvements through TQG Quality. To ensure that leaders in the field and corporate organizations maintain consistency in decision-making, behavior and policy making based on customer and corporate objectives/goals.
Percentage - 20%
Monitor the professional, business and educational environment to stay abreast of Quality trends and best practices with the goal of positioning TCG Quality as one of the best in business. Represent TQG as the Quality Leader with Customers, Suppliers and Shareholders.
Monitor, identify need and implement corrective action when management systems (salary administration, measurements, people services, etc.) reinforce behavior or policies that is contrary to TQG Quality and ACTION Principles.
To reinforce that Quality and Action Principles are integrated into the management systems that reinforce and reward employee actions (employee selection, training, measurements, performance appraisal, promotions, vision and values, etc.).
Percentage - 30%
Lead and direct Project Management efforts as a key member of the MISS and Engineering Senior VP’s executive Project Management Team. Obtain and train appropriate subject matter experts to lead Project Management efforts. Estimating the cost and time needed to implement the project. Ensuring that a Project Proposal evaluating the end user/customer needs/requirements are identified and documented according to TCG standards.
Initiates, develops, and gains approval of strategic initiatives to achieve TCG cost goals and objectives by ensuring that Projects will have defined start and completion dates as well as a defined purpose and scope, well-defined products and services, correct team members and an established cost timeline schedule.
KNOWLEDGE AND EXPERIENCE REQUIRED:
Knowledge: Minimum 10 years experience in front-line positions dealing with departmental and interdepartmental work processes. Minimum of 5 years experience in corporate staff positions dealing with compensation, labor relations, company policymaking, etc. Minimum 1-year experience and formal training of the principles and methodologies associated with Total Quality Leadership.
Vision: Ability to help plan and lead the cultural changes required for a growing company to continue to capture the marketplace as well as sustain the current customer base.
Change Agent: Proven effectiveness in creating culture change, dealing in an unstructured environment.
Leadership: Proven capacity to win the confidence of TQG leadership, ensure the evolution and implementation of TQG Quality through successful ownership transfer to all key leaders in the business.
Organizing and Planning: Ability to develop strategies and implementation plans at the corporate level. Lead the execution of these plans in a coordinated fashion across all departments. Project Manage all planned activities to a targeted time frame (corporate milestones) and budgeted commitment.
Strong Communication Skills: Ability to negotiate, articulate clearly and resolve conflict at many levels and with interfaces in the organization.
Reports To: President and CEO
National Quality Field Director
POSITION PURPOSE
Direct and coordinate the creation, design and evolution of the TCG strategic plan for Quality that incorporates work process enhancements, project management, Quality implementation, new product and system development, customer service improvements and employee involvement. Develop, implement, lead and integrate strategic quality plans that cover all aspects of TQG Quality and the culture and management system changes that are required through the use of Quality System Assessments, Operational Reviews and Project Management activities.
This position is primarily accountable for ensuring that TQG Quality is targeted at exceeding customer expectations and driving it in the day to day work life of all TQG employees in the field locations. This position also supports TCG’s Vice President of Quality and Project Management by managing Regional Quality Managers that assist in driving the Mission and Strategies through initiatives to increase customer loyalty and retention and to achieve cost goals and objectives.
PRINCIPAL RESPONSIBILITIES
Percentage - 25%
Member of TQG Team that assists in the creation, design, and evolution of the TQG strategic Plan for TQG Quality by analyzing Regional internal and external trends, determining TQG Quality Process Improvements, and assisting in the direction of all intercompany task teams (such as communications, policy deployment, benchmarking, customer/supplier partnerships etc.). Provide direction for developing a TQG practice for Benchmarking. Provide consultation, input and recommend changes to the Senior Officers with regards to internal employee and external customer satisfaction measurements.
Develop, Implement and Direct Process improvement activities associated with the Field processes (such as provisioning, billing, repair, etc.) that directly affect customer satisfaction.
This position ensures that the necessary continuous functional and cross functional process improvements are made to support and meet TQG Goals and Objectives. Reducing cycle time will do this, improving quality, reducing cost, and simplify end-to-end processes to exceed the service expectations of our customers.
Percentage - 25%
Strategically consult and assist in the developing Plans by incorporating Quality Principles based on our culture, our resources, our customers’ expectations, our employees’ readiness and the partnership with our suppliers.
To ensure understanding, acceptance, integration and implementation of the TQG Quality process across all of TQG. This should also include the establishment of consistency of TQG’s vision/goals and to assure a standard message and direction is provided to all our employees.
Direct and analyze the status of TQG efforts for the systemic integration of organizational activities based in key indicators (customer and employee surveys) and personal observations from both the field and corporate organizations. Direct the implementation of systemic thinking and solutions based on performance gaps. Assist in conducting Focus Groups and Root Cause Analysis sessions to remove barriers and assist in developing action plans for improvement in the field organizations.
Develop the skills, abilities and knowledge level of TQG Senior Managers in their efforts to lead process improvement efforts and teams within their organizations. Provide counsel and direction; act as “Conscience” and foster behavior changes for TQG Field Senior Managers.
To Direct resources within the budget of Vice President of Quality and Project Management. To ensure that leaders in the field maintain consistency in decision-making, behavior and policy making based on customer and corporate objectives/goals.
Percentage - 20%
Monitor and analyze the professional, business and educational environment to stay abreast of Quality trends and best practices with the goal of positioning TQG Quality as one of the best in business. Represent TQG as the Quality Expert with Customers, Suppliers and Shareholders.
Monitor, identify need and implement corrective action when management systems (salary administration, measurements, people services, etc.) reinforce behavior or policies that is contrary to TQG Quality.
To reinforce that Quality and Action Principles are integrated into the management systems that reinforce and reward employee actions (employee selection, training, measurements, performance appraisal, promotions, vision and values, etc.).
Percentage - 30%
Partner and work hand in hand with our Customer Service Centers to ensure they are represented and included in all design and planning activities for new and existing processes that affect our customers.
Participate on Customer/Supplier activities and Teams.
Break down roadblocks and barriers affecting Field Quality Managers from performing their job functions.
Work with Corporate Quality Staff to implement Quality Training and Intranet information.
Serve as expert consultant to Field Vice Presidents on issues affecting TQG Total Quality.
Continue to do self-study and research in an academic manner that enables this position to stay abreast of Quality Trends and Best Practices.
To ensure that TQG Quality Principles are integrated into the Field Leadership strategies of the corporation so that TQG Quality becomes the way we do business.
KNOWLEDGE AND EXPERIENCE REQUIRED:
Knowledge: Minimum 5 years experience in front-line positions dealing with departmental and interdepartmental work processes. Minimum of 5 years experience in corporate staff positions dealing with compensation, labor relations, company policymaking, etc. Minimum 5 years experience and formal training of the principles and methodologies associated with Total Quality Leadership. Associated education (Minimum of Bachelor Degree) and certification (i.e. ASQ Quality Manager, Auditor, Technician, etc.). Working knowledge of Quality Systems (ISO9000, Malcolm Baldrige and State Quality Awards).
Vision: Ability to assist in directing the cultural changes required for a growing company to continue to capture the marketplace as well as sustain the current customer base.
Change Agent: Proven effectiveness in creating culture change, dealing in an unstructured environment.
Leadership: Proven capacity to win the confidence of TQG leadership, ensure the evolution and implementation of TQG Quality through successful ownership transfer to all employees in the field.
Organizing and Planning: Ability to direct strategies and implementation plans at the field operational level. Direct the execution of these plans in a coordinated fashion across all Regions by managing and leading a core group of Regional Quality Managers.
Strong Communication Skills: Ability to negotiate, articulate clearly and resolve conflict at many levels and with interfaces in the field organizations.
Reports To: Vice President of Quality and Project Management.
Field Quality Manager
POSITION PURPOSE
Support and coordinate the creation, design and evolution of the TQG strategic plan for Quality that incorporates work process enhancements, project management, ISO 9000 implementation, new product and system development, customer service improvements and employee involvement. Assist in developing, implementing, and integrating strategic quality plans that cover all aspects of TQG Quality and the culture and management system changes that are required through the use of Quality System Assessments, Operation Reviews and Project Management activities.
This position is primarily accountable for ensuring that TQG Quality is targeted at exceeding customer expectations and driving the ACTION principles in the day to day work life of all TCG employees in the regional field locations. This position also supports TQG’s Vice President of Quality and National Quality Field Director by managing Regional efforts that assist in driving the Mission and Strategies through initiatives to increase customer loyalty and retention and to achieve cost goals and objectives. This position may also report dotted line or directly to the Regional VP of Operations.
PRINCIPAL RESPONSIBILITIES
Percentage - 30%
The primary challenge of this position is to serve and exceed the internal/external customer’s needs/wants that come in contact with TQG Quality. This may be in the form of a consultant, trainer, facilitator or team member on a number of process improvement teams.
Standardize and Replicate with other Field Quality Managers Process Improvement activities associated with Field processes (such as provisioning, billing, repair, etc.) that directly affect customer satisfaction.
This position is instrumental in coordinating the efforts necessary for continuous functional and cross functional process improvements made to support and meet TQG Field Goals and Objectives. This will be done by working with teams and work groups in reducing cycle time, improving quality, reducing cost, and simplifying end-to-end processes to exceed the service expectations of our customers.
Percentage - 20%
Strategically consult and assist the Regional Cities in developing Plans by incorporating Quality Principles based on our culture, our resources, our customers’ expectations, our employees’ readiness and the partnership with our suppliers.
To ensure understanding, acceptance, integration and implementation of the TQG Quality process across all of TQG. This should also include the establishment of consistency of TCG’s vision/goals and to assure a standard message and direction is provided to all our employees.
Direct and analyze the status of TQG efforts for the systemic integration of organizational activities based in key indicators (customer and employee surveys) and personal observations from both the field organizations. Direct the implementation of systemic thinking and solutions based on performance gaps. Assist in conducting Focus Groups and Root Cause Analysis sessions to remove barriers and assist in developing action plans for improvement in the field organizations.
Develop the skills, abilities and knowledge level of TQG Field Managers and employees in their efforts to lead process improvement efforts and teams within their organizations.
Provide counsel and direction; act as “Conscience” and foster behavior changes for TQG Regional Managers and employees.
To work within the budget of Vice President of Quality and Project Management. To ensure that leaders in the field maintain consistency in decision-making, behavior and policy making based on customer and corporate objectives/goals.
Percentage - 20%
Monitor and analyze the professional, business and educational environment to stay abreast of Quality trends and best practices with the goal of positioning TQG Quality as one of the best in business. Represent TQG as the Quality Expert with Customers, Suppliers and Shareholders within the company.
Monitor, identify need and implement corrective action when management systems (salary administration, measurements, people services, etc.) reinforce behavior or policies that is contrary to TCG Quality.
To reinforce that Quality and Action Principles are integrated into the management systems that reinforce and reward employee actions (employee selection, training, measurements, performance appraisal, promotions, vision and values, etc.).
Percentage - 30%
Facilitate and work on teams within our Customer Service Centers to ensure the Centers are represented and included in all design and planning activities for new and existing processes that affect our customers. Coordinate Standardization and Replication of practices with other Field Managers and offices
Partner with Corporate Quality Trainers in providing Quality training in the Field.
Team Member for conducting Operational Reviews. Responsible for making sure all defects and problems activities are corrected in appropriate time frames.
Work with Corporate Quality Staff to develop Quality Training and Intranet information.
Serve as expert consultant to Field employees on issues affecting TQG Total Quality.
Coordinate activities to ensure TQG Quality Principles are integrated into the Field Leadership strategies of the corporation so that TQG Quality becomes the way we do business.
KNOWLEDGE AND EXPERIENCE REQUIRED:
Knowledge: Minimum 2 years experience in front-line positions dealing with departmental and interdepartmental work processes. Minimum 2 years experience and formal training of the principles and methodologies associated with Total Quality Management.
Vision: Ability to assist in coordinating the cultural changes required for a growing company to continue to capture the marketplace as well as sustain the current customer base.
Change Agent: Proven effectiveness in creating culture change, dealing in an unstructured environment.
Leadership: Proven capacity to lead and work in a geographically located environment, and to ensure the evolution and implementation of TQG Quality through successful ownership transfer to all employees in the field.
Organizing and Planning: Ability to coordinate strategies and implementation plans at the field operational level. Assist directing the execution of these plans in a coordinated fashion across all the organization.
Strong Communication Skills: Ability to negotiate, articulate clearly and resolve conflict at many levels and with interfaces in the field organizations.
Reports To: National Quality Field Director
Developed by qualityg
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