October 2011 (Volume 61 - Issue 8)
objective: To increase awareness,
interest, and involvement in Section activities and
|10 - Sustaining Members|
|17 - Unemployed Member Dues|
|6 - Voice Of The Custmer||12 - ASQ News||18 - Feedback/Advertising Rates|
Wednesday, October 19, 2011
Quality in the Service Industry: Challenges and Opportunities
Rajesh Kumar Tyagi,
Applications of Six Sigma have been limited to certain sub-sectors and types of service activities. The talk will focus on the challenges and opportunities in terms of applying Six Sigma for services. The challenges are specifically in the area of definition of defects (and CTQs), measurement of intangible elements of service activities, engagement of employees and institutionalization of quality programs.
Existing performance measurement methodologies and quality methodologies were not designed for service businesses. For example, the planning step (of Plan-Do-Check-Act) has its own limitations and checking after delivery may be too late in service business environment. The talk will also focus on the recent development at ASQ (release of SQBOK version 3.0), Service Quality Division and a discussion on the application of Six Sigma in Services. A service-sector specific methodology-Define, Measure, Analyze, Innovate and Embed (DMAIE) will be presented.
Dr. Rajesh Kumar Tyagi is an assistant professor at HEC Montreal, Department of Logistics and Operations Management. His current research and consulting interests are in areas of measurement of service performance and six sigma applications in services sector. He is the co-author of Six Sigma for Transactions and Service and A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement. Dr. Tyagi is a Senior ASQ member and SQBOK (Service Quality Book of Knowledge) steering committee member. He obtained his PhD in Engineering at the University of Ottawa, Canada and MBA from The Kellogg School of Management, Northwestern University. He teaches Service Operations Management, Operations Management, Quality Management, and Project Management.
Cost: ASQ Members ($40), Non-Members ($50)
Supper and Parking are included.
your business cards and be ready to
By Michael Bournazian, Eng., Newsletter Editor
Well, all good things come to an end. No sooner did I note the fact that I was able to deliver all 9 issues of last year's Newsletters, I found myself in a situation where I would not be able to deliver this one! Luckily, some risk mitigation helped me out.
A series of synchronous events in late September (including an overseas business trip, a car accident and the deadline to publish this Newsletter being moved by 1 week) resulted in me taking the decision to transfer responsibility of doing this month's Newsletter over to your trusted Section Chair. I was not happy about it, but in order to assure that we published on time, I felt it was the right thing to do. Chantale was Editor before me, and has always offered to help if necessary. So this Newsletter you presently read is her work, and as I said before, risk mitigation came to the rescue.
As I've written before in this section (see October 2010 Newsletter), my company's annual supplier risk assessment takes into account many factors when determining how we assess a supplier in the following year. One of these factors is "sole source"; in other words, is the supplier the only one capable of doing what they presently do for us? If the answer is Yes, then that is an increased risk, since no backup exists for their work and this would lead to business disruption for us, and ultimately, our customers.
Luckily in the case of doing this Newsletter, we have mitigated this risk. With myself as Editor (i.e main supplier of this Newsletter), it is my responsibility to deliver it to you (i.e. the customer) 9 months out of 12. Fortunately I am not the sole source, since Chantale is available as a backup.
Hopefully I will not have to call on our Section Chair again to back me up for future publications. But it is reassuring to know that the job of putting together this Newsletter is not sole sourced.
This Newsletter is distributed to more than 500 ASQ members. This month, 305 are members of our section (401 Montreal) and the rest is from Section 404 Montréal francophone and Section 112 Vermont. We also ask all readers to forward it to people interested in Quality.
We encourage all members to get involve within the section. You can be part of the leadership team, participates at events, participates in our Linked In Networking group or, write an article for the Newsletter. To publish your article is a good way to share your knowledge with the quality community. Please, send your French or English articles to our Newsletter editor. We want to hear and learn from you!
By Eric Stern, ASQ Senior Member, CQA, Publicity co-chair
Had you come . . . Internal Audit Techniques - Show & Tell
For people not familiar with audits, this evening may have been an opportunity to get a first glance on what an audit is and some of the aspects of its functioning. The contrast between audits in a large organization (presented by Jean-Pierre Amiel) and the more streamlined version used in small organizations (presented by Bernard Doiron) was an interesting learning experience.
The systematic stepwise process and the elements common to all audits provided another key learning opportunity for the audience.
I found it remarkable that Jean-Pierre produced a 9 page audit report. Bernard had a short and sweet 1 page report for his small or medium size organizations. Jean-Pierre did not think that my suggestion to perhaps reduce the size of his reports would be smart, as it would leave too many details un-recorded. I just thought that some costs could be saved through a more summary approach. I suppose the higher risks taken by the larger organizations justify a more thorough approach. The richer resources available in a larger organization make this feasible.
Here are few key points I retained for those not familiar with audits:
An audit is a systematic and documented verification process of objectively obtaining and evaluating audit evidence to determine conformance and communicating the results to management. It is an evaluation of system, product, service or a process according to a reference, whose ultimate objective is improvement. Always look for objective evidence. Planning for the audit considers the elements covered and the dates of performing the audit. The key steps are: planning, opening conference, questioning, observing, debriefing, closing conference, and reporting. Some typical mandates include the registration of a quality system to a standard, determination of the conformity to requirements or regulations, evaluation of product quality or configuration, or evaluation of improvement paths.
Some important skills that help auditors being effective include methods of inquiry based on the assumption that the answers will be straight and honest and that documentary or other evidence will support the statements. Some details of supplier audits were discussed with members of the audience. The distinction between process audit and the evaluation of productivity was discussed, Jean-Pierre declaring that productivity is a dynamic parameter, while the audit takes a picture of the status at the time of the audit. The assessment of the potential for improvement is a key benefit of the audit.
I think that one lesson for a future event involving several speakers is to take an extra step to prepare. It helps the audience focus on common themes. It could start with a listing of the themes that both speakers will cover. That will easier put in evidence similarities and differences.
Like always, my paragraphs here cannot replace what you can learn by being present at the event.
Eric Stern, CQA, senior member, publicity co-chair, developmental coach and consultant at Expertech CMSC, expressing his own opinions.
For networking with local quality professionals explore these groups: http://tech.groups.yahoo.com/group/Quality_Montreal/ http://www.linkedin.com/groups?gid=90170
By Raymond E. Dyer - ASQ CMQ/OE & CQA, Voice of the Customer Chair
By Rajesh Tyagi, ASQ Senior Member, Co-Counselor Montreal Universities Students Branch
Surveying is both an Art and a Science - Feedback on Senior Membership
Surveying is both an art (skill acquired by experience, study, or observation) and a science (knowledge attained through study or practice). I still need to work the "art" part of the equation but am getting there.
In our May 2011 section survey, we asked a pretty straight forward question, i.e. "Are you interested in becoming an ASQ Senior Member?". Of the 43 responses we got: 15 said yes, 8 said no, 11 said they didn't know, and 9 said they had no comment. The science suggests about a third with an opinion weren't interested and about half of those that replied had no opinion. It's not that simple.
Fortunately, we also added the question "Why or why not?". With this added information, we discovered that 6 of the 15 "Yes" responses were already Senior Members. Also very interesting, however, was that 3 of the 8 "No" responses also admitted being Senior Members and 4 of the 9 "No comment" responses actually did have a comment and that was to say that they too were already Senior Members. It's intriguing that the same question can solicit three different responses from those already Senior Members! So, other than this interesting twist, what else did we learn?
A summary of the reasons for those that responded "Yes" is: Recognition (3), to help others/share (2), knowledge (2), networking (2), useful, visibility, role model, and professional development. A summary for those that responded "No" is: Time/travel constraints (2) and satisfaction with current state. A summary for those that responded "Don’t know" is: Don't know the criteria (2) and don't know the advantages.
I'm not about to leave this Voice of the Customer topic without answering some of the concerns and questions. As for the benefits of being an ASQ Senior Member relative to a regular ASQ Full Member, the responses we received were very good, especially those relating to visibility of leadership and professional achievement. The official ASQ additional benefit is a choice of either: one additional section, or two additional forums/divisions, or one additional journal. The eligibility criteria are: Having been an ASQ Full member in good standing for one year, having 10 years of professional experience, and meeting one of the following four professional criteria:
(a) Having conducted quality-related engineering, inspection or audit, or statistical work, or applied the methods and principles of quality on the job for at least two years.
(b) Having taught quality or related arts or sciences at an accredited institution for at least two years.
(c) Having been a Senior member or comparable type in a recognized professional organization.
(d) Currently holding an ASQ certification that requires recertification.
The cost for an ASQ Senior membership is the same as a regular ASQ Full Membership, see http://asq.org/membership/benefits/index.html . There is no real additional time required other than filling out the required information in the application form, see http://asq.org/pdf/membership-applications/senior-member-application.pdf . However, having travelled recently, I sympathize with those who do not feel they have even that time available to them.
I hope we've addressed some of your customer feedback regarding ASQ Senior Membership. I look forward to sharing another area of the survey next newsletter. Meanwhile, keep your questions and comments coming. Thanks!
The ASQ Section 401 and Student Branch are presently receiving feedback on the program. Thank you for your participation. Please read part 2 in the next edition of this Newsletter.
By Sukhvinder S. Jutla, 2011-12 Program Chair
will be confirmed as we progress into the year. Most events
are planned for Wednesday evenings and are held at the Sheraton Montreal Airport Hotel.
the Newsletter and our web site for further details.
Date Event What Makes People
Perform? Supply Chain Quality
What Makes People Perform?
Supply Chain Quality
To register for any event of for more information on events please contact: Sukhvinder Jutla at (450) 647-8092 or e-mail at Sukhvinder.Jutla@pwc.ca.
Paduano, Jean-Francois J.F. Riverin, Albert Sekoh, Mehdi Bavili, Vahid
Ebrahimipour, Camelia Lahlou, Veronica Marquez, Orlando Penuela, Robert
Weems, Joelle Adja, Tarun Arora, Majed Abdullah Baghlaf, Guillaume
Boucher, Jason Cardinal, Nazanin Darbandi, Ronaldo Gutierrez, Yvan
Levesque, Pedro Lopez, Khadijetou Ly, Anthony Manouk, Hassan Mukhtar
Hua Wei Wen
ASQ Montreal Section thanks our Sustaining Members:
ASQ Montreal Universities Student Chapter
Striving for Excellence and World Class Performance
October 27, 2011 at 4 to 5 PM - Conference at Concordia University, speaker: Khaled Khattab
The Student Chapter now has its own website! Please visit them here for more information about the upcoming event and much more.
ASQ Montreal Section 404 (Thursday, October 13, 2011)13 octobre 2011 : souper-conférence sur la gestion de la construction, par Rafik Kaci, ing., CMQ/OE de l’ASQ, directeur Excellence Opérationnelle à Systèmes Énergie & Industriel chez ABB. Cliquez ici pour plus d’information, et ici pour vous inscrire.
Vermont-ASQ Section 0112 is pleased to present:"Corrective Action/Preventative Action Problem Solving Process"
David Russo - Certified CMQ/OE and CQA, ISO 13485 Lead Auditor and PMP from GE Healthcare
Wednesday Sept. 21st, 2011, The Essex , 70 Essex Way , Essex , Vermont
Ph.D., ASQ CQE and SSBB, Education & Audit Chair
Having ASQ certification gives you an edge in the market and can significantly increase your income.
ASQ Certification often leads to higher paying employment. The money invested in education and certification increases chances of finding employment quickly in the down sizing environment we live in. People who take the section sponsored refresher courses, and spend at least twice as much time as spent in the classroom on self study, have an 80%, or better, chance of passing the examination on the first attempt.
Certified Quality Engineer Topics include: quality concepts, cost of quality, human resources, team formation and group dynamics, inspection, metrology, sampling, reliability, quality standards, quality audit, statistics, design of experiments, process improvement, liability, and modern management methods for improving quality.
Certified Six Sigma Black Belt Topics include: quality concepts, cost of quality, enterprise wide deployment, business process management, project management, team formation and group dynamics, define, measure, analyze, improve, control, lean enterprise, statistics, design of experiments, and design for six sigma.
Certified Six Sigma Green Belt Topics include: quality concepts, cost of quality, enterprise wide deployment, business process management, project management, team formation and group dynamics, define, measure, analyze, improve, control, and statistics.
Certified Manager of Quality/Organizational Excellence Topics include: quality concepts, quality planning, customer focus, quality standards, project management, cost of quality, team formation and group dynamics, human resources and improvement.
Certified Quality Auditor Topics include: quality concepts, team formation and group dynamics, management responsibility, audit objectives, audit preparation, audit conduct, audit reporting, sampling, and basic statistics.
Certified Quality Inspector Topics include: quality concepts, team formation and group dynamics, geometry, metrology, reading drawings, mechanical processes, statistical process control, inspection, and sampling.
Calendar and Registration Form
Questions? In house courses, etc.: David Tozer: (514) 694-2830, firstname.lastname@example.org
Section Executive Committee (Leadership Team) Meetings are held at different locations, starting at 6 PM. The next regular meeting is tentatively scheduled for :
November 2, 2011
Consult the List of Your Executive
Deadline for December Certification Exams
application deadline for the CQE, CQA, SSGB, CCT, CPGP, CQIA, CQPA, and
CSQE examinations is October 14. If you are interested in taking one of
these examinations, take a few minutes to sign up online.
Register for certification exams…
GAIN RECOGNITION . . . ADVANCE TO SENIOR MEMBER
Why not demonstrate your professional growth and accomplishments in the quality profession by becoming an ASQ Senior Member. You will receive recognition from ASQ, additional benefits, and the opportunity of being nominated to the grade of Fellow Member, if you qualify. Go onto your profile at www.asq.org to complete the application on-line. You can also download the application from www.asq.org. Or you may phone 1-800-248-1946 and request that an application be mailed to you. Apply today either by phone or on-line and get the recognition and benefits you deserve.
Unemployed ASQ members receive a discount on their membership dues based on consecutive years of membership.
NOTE: The following links require that you be logged into your account before you try to activate them.
Download the 2010/2011 Unemployment
Application (July 2010–June 2011 Membership Groups) (PDF, 78 KB)
Please send us your comments about the ASQ Montreal Section 0401 E-Newsletter (topics, layout, length, etc.). Do you want to contribute an article (English or French) or a good idea? Contact us by e-mail.
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