Reames, J.P. "Jerry" (1987, ASQC) Gunneson Group International, Inc., Arlington, NJ
In any company, continuous improvement in employee capabilities and attitudes is essential to continuous growth and success for individuals as well as the company. Within each company, whether it be manufacturing or service oriented, there are enumerable customer-supplier relationships that all too often remain unidentified, poorly defined and unmeasured. If we are to fully utilize the talents and experience of our most vital asset, i.e., people, we must provide them with the quality tools and training so that they are able to utilize their time in a highly-productive manner.The seven-step approach for improving the quality performance of every job throughout the company (total) provides a method of improved employee capabilitie4s to "DTRJRTFT" (Doing The Right Job Right The First Time) after the proper quality improvement environment has been established as a fundamental element in a Total Quality Improvement System (T.Q.I.S.) This environment begins with a commitment by top management for quality improvement in every aspect of the business and includes their participation in the process, quality training for all employees, open communication, project-team problem-solving methods and in providing resources to implement improvements.The seven-step approach includes development of an understanding of internal company customer/supplier relationships; identification, validation and understanding of specific job requirements; and application of techniques to utilize these concepts through measure of conformance to job requirements. This ten quantifies the inputs and outputs inherent in every job so that we are able to measure th quality performance which may be defineda s Quality = Conformance to Valid, Mutually-Agreed-Upon-Requirements.The seven steps to be discussed are as follows:1. Determine internal customer requirements.2. Feedback of requirements to internal suppliers.3. Obtaining mutual agreements.4. Measurement of job outputs.5. Measurement of job inputs.6. Data collection and charting.7. Corrective action and follow-up.Again, the seven-step approach requires that a quality-improvement environment be established first; then, we must provide training for employees to develop an understanding as to how to apply these techniques to their jobs. We then have a quantitative system for total job quality improvement as a fundamental element in an overall Total Quality Improvement System.