How to spell … QUA-LI-TY

… a Babylonian challenge?Henk-Jan Scholman

So how do you spell it ?

Q.U.A.L.I.T.YK.WA.L.I.T.E.I.T (Dutch)Q.U.A.L.I.T.Ä.T (German)Q.U.A.L.I.T.É (French)Q.U.A.L.I.T.À (Spanish)C.A.L.I.D.A.D (Italian)K.V.A.L.I.T.E.T (Swedish)गुणवत्ता (Hindi)

German quality: top engineering

Swiss quality: high precision

Swedish quality: sensible

Italian quality: stunning design

Japanese quality: strive for perfection

Chinese quality: quantityquantity

American quality: big is better!

Dutch quality: economical

… all different qualities. Why?

Is it a cultural thing?Is it dependent on circumstances?Is it a personal perception?

Example: best windmill ever built!!Is it a cultural thing?

Example: best windmill ever built!!

William Kamkwamba ‘The Boy Who Harnessed the Wind’

Example: best windmill ever built!!Is it dependent on circumstances?

African circuit breaker

Example: best windmill ever built!!

Is it a personal perception?William Kamkwamba’s windmill provided power:

• for a lightbulb, so he could study in the evening• for a pump to provide water from a well

“A windmill meant more than just power,…

…it was freedom!”

Best Windmill ever built!

… who wants one ???

So… what is QUALITY?

Is it a subjective perception?Is it a physical phenomenon?Can you measure it?

… well… you can calculate it!!

Do the quality math..

Q = R - X

Q: QualityR: ReceivedX: Xpected

Do the quality math..

If R < XWe are disappointed:

poor quality

Q = R - X

Do the quality math..

If R == XWe are satisfied:

satisfactory quality

Q = R - X

Do the quality math..

If R > XWe are thrilled:

quality outstanding!

Q = R - X

Example: BMW vs. Ducati

Example: BMW vs. Ducati

Received:

• paint flaking• nuts and bolts rust• leaking oil and petrol• excellent road holding

Received:

• paint flaking• nuts and bolts rust• dash not waterproof• good road holding

Example: BMW vs. Ducati

Quality:

• disappointing !!

Quality:

• satisfactory !!

HOW COME!!!???HOW COME!!!???

Example: BMW vs. Ducati

Expected:

• high build quality• very reliable• good road holding• expensive A-brand

Expected:

• moderate build quality• moderate reliable• excellent road holding• expensive A-brand

Example: BMW vs. Ducati

Quality:

• disappointing !!

Quality:

• satisfactory !!

One had to go…One had to go…

Example: BMW vs. Ducati

BEST BIKE EVER!!!

Now we know what quality is about…

Do we care about it?

Why would you?

Why do we care about quality?

“Do your job well and the customer will come back for more”

Jan Hollander

It is about customer satisfaction!

What is customer satisfaction?

Q = R ≥ X

Q: QualityR: ReceivedX: Xpected

Easy to achieve customer satisfaction

Q = R ≥ X•Raise R•Lower X•Find other customer…

Be reliable!!

Make sure that:there’s no misunderstanding on what is

going to be deliveredyou can meet that expectation!

Easy to achieve customer satisfaction

What Quality looks like

Sometimes it’s easy to see

Quality on the shopfloor

It’s something you’re proud ofIt looks good

Quality on the shopfloor

Using the proper tools: “the right tool means half the job is done”

Education: “sharpen your braintool”

What Quality looks like

But sometimes it’s not that obvious

Another label at the doorpost?!

Why would you want it?

What will it add to other quality labels?

•The CSIA quality criteria are specific for our kind of business•These criteria are objective, not a personal interpretation•Goes beyond your technical skills

You say you’re good… …but how good are

you?

What is certification about?

Certification audit covers:Personnel & OrganizationCommerceFinanceProject managementDesign, built and maintenanceQuality control

  Summary Company Benchmark Pass

    ScoreLevel 3

Level 2

Level 1 Req't

1 GENERAL MANAGEMENT 38 22 25 31  

2 HUMAN RESOURCES MANAGEMENT 54 31 39 44  

3MARKETING, BUSINESS DEVELOPMENT and SALES MANAGEMENT 43 26 33 40  

4 FINANCIAL MANAGEMENT 43 24 32 35 28

5 PROJECT MANAGEMENT 58 44 49 54 43

6 SYSTEM DEVELOPMENT LIFECYCLE 23 17 18 19 15

7 SUPPORTING ACTIVITIES 31 21 27 31 25

8 QUALITY ASSURANCE MANAGEMENT 24 16 18 23  

    300 201 241 277 235

Benchmark levelsDepends on size of SI

minimum requirementThe CSIA Report

Our organizational strengths and weaknesses

Based on the report you can improve your organization step by step

In our case: focus on risc management and handover to technical service and maintenance

What we learned?

Why you would want it?

You said you were good… …and now we know!

What’s next?

Just imagine ….… you have this production line up and running…

How to benefit? Ask your customers...

…but it’s life hangs by a thread …

… that one network connection that’s a bit loose… that one technical specialist who’s on a holiday… that spare part that’s no longer available… that supplier that went out of business… that PLC program that should have had a back-up version… that 24/7 service that can’t be reached

… just how solid is your system integrator?

Just imagine ….… you’ve got a major project to take on…

How to benefit? Ask your customers...

… and it stands or falls with … … a clear risc analysis… accurate cost monitoring… the available knowledge… the availability of specialists… people that think along with you… proper documentation

… just how solid is your system integrator?

Is your system integrator …… financially healthy?… well organised?… technical skillful?… reliable in every way?… a partner in production automation?… a company with vision?

… CSIA certified?

How to benefit? Ask your customers...

Your customer ‘s benefits…

He can buy quality labeled cabling anywhereHe can buy quality labeled components anywhere

… but where to buy a quality solution???

Your customer ‘s benefits…

He can buy quality labeled cabling anywhereHe can buy quality labeled components anywhere

… but where to buy a quality solution???

A worldwide quality label

A worldwide quality label

…going abroad can be tricky …

…so why take any risc?

Find a partner that knows…

…how to spell QUA-LI-TY !!

So how do you spell QUA-LI-TY ?

Q.U.A.L.I.T.YQ.U.A.L.I.T.Ä.T (German)Q.U.A.L.I.T.É (French)Q.U.A.L.I.T.À (Spanish)C.A.L.I.D.A.D (Italian)K.WA.L.I.T.E.I.T (Dutch)K.V.A.L.I.T.E.T (Swedish)गुणवत्ता (Hindi)ALL WRONG!!

Again… how do you spell QUALITY?

Thank you for your attention

Henk-Jan Scholman