Continually Improving ( Service Quality Improvement ) Procedure

Continually Improving ( service quality improvement ) is about closing the loop by taking action to correct issues & prevent them from reoccurring.

  1. Director of QMS chairs QMS Review Meeting each month with Directors to:=
    • Review Overall Quality KPI Report.
    • Assign Quality Issue Leader to new quality issues.
    • Review plan, status, & due date of existing quality issues.
    • Review result of corrected quality issues.
    • Discuss potential CIP’s. See the document called Decision Making for tips & technique.
    • Assign CIP Leader to new CIP’s.
    • Review plan, status, & due date of existing CIP’s.
    • Review result of completed CIP’s.
    • Annually review Quality Manual, Quality Policy, & Quality Objectives.
  2. Director of QMS records QMS Review Meeting Minutes in ABC’s DCS.
  3. Quality Issue Leaders create a plan to contain the problem, analyze the failure to determine the root cause, & correct each assigned quality issue. The plan should consider short-term tasks (e.g., technical bulletin, replace damaged part, etc) to correct the immediate problem & long-term tasks (e.g., revise spec) to prevent recurrence. Be sure to cover 5W2H. See the documents called Problem Solving & Escalating Problems for tips & techniques.
  4. Quality Issue Leaders implement their CAP.
  5. Director of QMS discusses quality issues with each Quality Issue Leader & summarizes the plan, status, result, & due dates in the Quality Issues CAP.
  6. CIP Leaders create a CIP Plan for each assigned CIP & store in ABC’s DCS with CIP Plan keywords in the name (e.g., “Email Standardization & Archiving CIP Plan”).
  7. CIP Leaders implement their CIP Plan.
  8. Customer Field Site Managers create a KPI Status Report for each customer & store in ABC’s DCS with KPI Status Report keywords in the name (e.g., “Intel F22 / ABC Monthly KPI Status Report 091203”). It is a summary of the KPI Log, Trend Charts, & CAP Summary maintained for each customer. Should do this each month.
  9. Customer Field Site Managers chair Customer Performance Review Meetings each month with each customer to:
    • Review KPI Status Report.
    • Discuss the plan, status, due date, & result of Quality Issues (especially FOI’s) concerning that customer.
  10. Customer Field Site Managers record Customer Performance Review Meeting Minutes in ABC’s DCS with customer keyword in the name (e.g., “Intel F22 / ABC Monthly Customer Performance Review Meeting”).
  11. ABC Facilities Site Managers create a KPI Status Report for each large customer & store it in ABC’s DCS with KPI Status Report keywords in the name (e.g., “Freescale / ABC Austin Monthly KPI Status Report 091203”). It is a summary of the KPI Log, Trend Charts, & CAP Summary maintained for their facility, but only the data for that customer. Should do the report, meeting, & minutes each month with each large customer and for small customers only if issue occurred that customer is aware of.
  12. ABC Facilities Site Managers chair Customer Performance Review Meetings each month with each large customers to:
    • Review KPI Status Report.
    • Discuss the plan, status, due date, & result of Quality Issues (especially nonconforming products & FOI’s) concerning that customer.
  13. ABC Facilities Site Managers record Customer Performance Review Meeting Minutes in ABC’s DCS with customer keyword in the name (e.g., “Freescale / ABC Austin Monthly Customer Performance Review Meeting”).
  14. A Site Manager chairs Supplier Performance Review Meeting each month with each critical supplier to:
    • Discuss the plan, status, due date, & result of Quality Issues (especially nonconforming products) concerning that supplier.
    • Discuss plan, status, & result of supplier action plans (especially late deliveries logged in the Supplier Late Delivery Log).
    • Quarterly review the Supplier Evaluation Report.
  15. Site Manager records Supplier Performance Review Meeting Minutes in ABC’s DCS with supplier keyword in the name (e.g., “Praxair / ABC Monthly Supplier Performance Review Meeting”).


Definitions:

  • ABC = Fake name of company used in our procedures.
  • 5W2H = Who, What, Where, When, Why, How, & How Many
  • CAP = Corrective Action Plan
  • CIP = Continuous Improvement Project
  • Containment = Steps taken to correct a problem and to prevent further occurrence. These steps may be temporary and replaced by permanent corrective actions.
  • DCS = Document Control System for users to write, approve, publish, find, & read controlled documents.
  • FOI = Failed On Install
  • KPI = Key Performance Indicator
  • QMS = Quality Management System

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