The company I work for has been registered to ISO9001 for several years now. One thing we constantly struggle with is getting employees to fill out all the necessary information on our forms (including routing tags, non-conforming material tags, etc). We train everyone each time this is an issue however after awhile it goes back to the same problem. Do you have any alternative approaches to the problem?
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Comments
pbustanoby 9/7/2001
I am in occupational safety and health for general industry. Mine is a service organization servicing 2,200 employees in safety and health issues at a ship repair facility. I have incorporated SPC in my program and my process improvements are statistically driven. I use the full range of quality tools found in Dr. Wheeler’s book building continual improvement. I developed a data collect plan, organize the data in a Pareto chart and develop process improvements for those few issues causing the majority of my problems. I use behavior charts to track the affects of the process improvements. I am very interested in SPC applications in the service industry. I can tell you from personnel experience there is no better way of doing business. Say what you do, do what you say, prove it, improve it. Good luck on your quality journey, Peter B.
donwheeler 9/5/2001
Building Continual Improvement-SPC for the service sector, by Wheeler and Poling, available from SPC Press at spcpress.com will help with your problem.
firebrew 9/5/2001
I would start with a little primer aritten by D. Wheeler called "Understanding Variation". It's small, an easy read, inexpensive, and deals with general business issues rather than specifically manufacturing problems.
J Bruman