Quality Improvement Paper

Running head: QUALITY IMPROVEMENT PAPER

Quality Improvement Paper

Shellee D. Blue

University of Phoenix

MGT 449

May 5, 2008

A Description of the Chosen Process

The process I chose that needs improvement in my organization is bookkeeping. We need to expand bookkeeping and create a department for it instead of just having one bookkeeper that is over loaded with all the work.

An “As-Is” Flow Chart

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The Relationship of the Process to the Organization’s Strategic Plan

The organization’s strategic plan is for the company to grow. If we only employ one bookkeeper to do all the bookkeeping, we would never be able to take on new clients. If we create a department for bookkeeping and hire few more bookkeepers, we would be able to take on more clients instead of refusing them. Also, the bookkeeper would not be so over loaded with so much work and be able to stay better focused on her work.

The Internal & External Customers Currently Impacted That Would Benefit From the Improvement

The Internal customers that are currently affected by this process are the employees in the office. Even though there are only six employees in the company we are all affected by only having one bookkeeper. The External customers affected by this process are the ones requesting our services. If the process was improved then the company could expand and the External customers requesting our services would get the services they desire.

The Most Appropriate TQM Tool That Can Be Used To Collect and Present Data

I think a Check Sheet would be an appropriate tool to use when presenting data on the process improvement change, because it is a simple data-collecting tool for recording and classifying observed data.

Utilize your quality selected tool to analyze your process and identify process improvement opportunities

This would be a rather simple and short check sheet. I would start by making a list of new clients. Then I would check what service they are getting and then total it out. Like this:

Client name bookkeeping Payroll Income Tax Total

ABC Company X X 2

123 Company X X 2

XYZ Company X X X 3

In using a check sheet I would also be keeping a record of new clients as well.

Estimate the level of improvement that could be realized and the value of implementing this process improvement

The level of improvement would be great. The value of the process improvement would bring on more clients in turn making the company more money in turn the company growing.

The Findings of the Simulation Activity

Quality management determines and implements the quality policy of the organization. Quality policy involves meeting and exceeding customer expectations in products, people, processes, and environments. It is quality that gives companies that extra edge needed to survive. Effective Quality Management leads to a higher productivity.

While investigating the causes for the serge in defect rates, I was required to use quality tools like control charts and pareto charts to analyze the data given on each of the four-processes- Stamping, Welding, Riveting, and Injection Molding. I had to interpret this data correctly to narrow down the defect to one of the key process areas.

I decided that Stamping is the key process area leading to the defects. I made the correct decision. The control chart for stamping shows you two clear instances of the fraction defective rate exceeding the Upper Control Limit (UCL).

My new objective was to narrow down the major and minor causes of defect diagram. I selected Tonnage as the minor cause of the defect and I was accurate. The Tonnage summary chart shows the Upper Control Limit and the