Perry, Janet (1991, ASQC) Fox Valley Technical College, Appleton, WI
This abstract is an edited version of the author's original.
Fox Valley Technical College (FVTC) decided to revise the 14-step Crosby model and continue to modify the quality process.
FVTC established: (1) a quality improvement council to monitor the quality activities, (2) a quality coordinator to chair the quality improvement council meetings and support all aspects of the quality process; (3) process model committees to address specific steps of the model; and (4) problem-solving teams to resolve problems within each of the units on campus. The five key concepts in their implementation of the quality process were: (1) education and training; (2) process, product and service improvement; (3) statistical thinking; (4) management accountability for quality; and (5) customer focus.Using information obtained from interviews and surveys, four two-member teams reviewed specific quality steps and made formal recommendations regarding process improvements to FVTC staff who wrote the final report.
This approach had both benefits and drawbacks. A major benefit was the immediate feedback to the staff and the staff's comfort level with the quality process audit model. A major drawback was an evaluation form that was too long and, at the same time, too narrow in focus. However, the audit process did provide FVTC with a detailed list of strengths and areas needing improvement.
Education,External audit,Fox Valley Technical College,Quality audit,Crosby, Philip B.