What-do-they-do-when-youre-not-there.pdf
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What do they do when you’re not there?
Stephanie Gaulding, CQA, CPGP Principal Consultant – Quality and Regulatory Compliance [email protected] | https://www.linkedin.com/in/sgaulding/
13 October 2017
Key topics Typical signs of “good” and “bad” organizational culture, specifically with respect to quality Integrating cultural assessment into a supplier management program Techniques for gathering “data” on an organization’s culture during an on-site assessment
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
What is culture?
Culture is the personality of an organization and is driven by the assumptions, values, norms and behaviors of the employees.
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Tangible
• Behaviors • Skills • Practices
Intangible
• Values • Morals • Attitudes • Assumptions
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Typical Quality Culture Descriptions Undesirable
Desirable
Reactive / Firefighting
Proactive / Continuous Improvement
Finger pointing
Root cause focused
Drinking from a fire hose
Planned and managed
Pound out the pounds
Right the first time
Do what you’re told
Empowered employees
We’ve always done it that way
There is always a better way
Quality is QA’s job
Quality is my job
Silos
Teams / Collaborative
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Types of Quality Cultures
Predictive
Proactive Reactive
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Supplier Management
Strategy
Governance
Quality
Capacity
Performance (KPIs)
Mindset
Risk
Audits & Assessments
People
Competency
Agreements
Processes
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Carter’s 10 Cs of Supplier Evaluation Clean Culture Culture
Communication
Consistency
Competency
Supplier Evaluation Cost
Capacity
Cash
Commitment Control
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Prepare: Understand your own culture • Values? • Key Cultural Dimensions and Indicators? • Mindsets?
You
Supplier October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Questionnaires / Self- Assessments • Typically used for quick, initial information gathering – Basic facts and figures – Often yes/no or fill in the blank structure
Not helpful in assessing culture! October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: The Tour Keep your eyes open for cultural indicators
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Other observations Cultural observations don’t stop on the tour…. • Opening and closing meetings – Start on-time and don’t drag on – Level of engagement
• Document reviews – Request response time – Handing of pre-requests
• Management Reviews and Trending – Frequency – Content
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Examine Major Events
Unexpected jump in employee turnover
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Interviewing Ask lots of questions then….Listen, listen and listen! • Look for non-verbal clues especially for disconnects • Tune in to what they’re saying, recap, then record Governance • How are objectives and KPIs determined? • How are they monitored?
October 12 - 13, 2017
Communication and Collaboration • How did you solve XYZ problem? • How was XYZ (an issue) communicated and to whom?
Continuous Improvement
Mindset and Attitudes
• How did you achieve a XX% reduction in deviations? • How did you achieve a XX% increase in ontime shipments?
• Tell me about your role in XYZ. • Describe the approach you used in making XYZ decision.
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Audit Wrap Up • Include any concerns during closing meetings – no surprises! • Include in summary section of reports - not as specific findings • Ensure cultural concerns are understood internally – Improvement plans – Coaching / mentoring
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
And then? • Select performance metrics that include cultural dimensions – – – –
On-time deliveries / Right the first time Complaint rate Repeat corrective actions Etc.
• Know triggers for re-assessment – Major events – Decline in performance metrics
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Questions?
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Stephanie Gaulding, CQA, CPGP Principal Consultant – Quality and Regulatory Compliance [email protected] | https://www.linkedin.com/in/sgaulding/
13 October 2017
Key topics Typical signs of “good” and “bad” organizational culture, specifically with respect to quality Integrating cultural assessment into a supplier management program Techniques for gathering “data” on an organization’s culture during an on-site assessment
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
What is culture?
Culture is the personality of an organization and is driven by the assumptions, values, norms and behaviors of the employees.
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Tangible
• Behaviors • Skills • Practices
Intangible
• Values • Morals • Attitudes • Assumptions
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Typical Quality Culture Descriptions Undesirable
Desirable
Reactive / Firefighting
Proactive / Continuous Improvement
Finger pointing
Root cause focused
Drinking from a fire hose
Planned and managed
Pound out the pounds
Right the first time
Do what you’re told
Empowered employees
We’ve always done it that way
There is always a better way
Quality is QA’s job
Quality is my job
Silos
Teams / Collaborative
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Types of Quality Cultures
Predictive
Proactive Reactive
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Supplier Management
Strategy
Governance
Quality
Capacity
Performance (KPIs)
Mindset
Risk
Audits & Assessments
People
Competency
Agreements
Processes
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Carter’s 10 Cs of Supplier Evaluation Clean Culture Culture
Communication
Consistency
Competency
Supplier Evaluation Cost
Capacity
Cash
Commitment Control
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Prepare: Understand your own culture • Values? • Key Cultural Dimensions and Indicators? • Mindsets?
You
Supplier October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Questionnaires / Self- Assessments • Typically used for quick, initial information gathering – Basic facts and figures – Often yes/no or fill in the blank structure
Not helpful in assessing culture! October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: The Tour Keep your eyes open for cultural indicators
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Other observations Cultural observations don’t stop on the tour…. • Opening and closing meetings – Start on-time and don’t drag on – Level of engagement
• Document reviews – Request response time – Handing of pre-requests
• Management Reviews and Trending – Frequency – Content
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Examine Major Events
Unexpected jump in employee turnover
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Interviewing Ask lots of questions then….Listen, listen and listen! • Look for non-verbal clues especially for disconnects • Tune in to what they’re saying, recap, then record Governance • How are objectives and KPIs determined? • How are they monitored?
October 12 - 13, 2017
Communication and Collaboration • How did you solve XYZ problem? • How was XYZ (an issue) communicated and to whom?
Continuous Improvement
Mindset and Attitudes
• How did you achieve a XX% reduction in deviations? • How did you achieve a XX% increase in ontime shipments?
• Tell me about your role in XYZ. • Describe the approach you used in making XYZ decision.
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Audit Wrap Up • Include any concerns during closing meetings – no surprises! • Include in summary section of reports - not as specific findings • Ensure cultural concerns are understood internally – Improvement plans – Coaching / mentoring
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
And then? • Select performance metrics that include cultural dimensions – – – –
On-time deliveries / Right the first time Complaint rate Repeat corrective actions Etc.
• Know triggers for re-assessment – Major events – Decline in performance metrics
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Questions?
October 12 - 13, 2017
26th Annual ASQ Audit Division Conference: The Intercontinental Addison
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