Fast-track approach

Dr. Ashraf S. Youssef, Quality Assurance Manager

Name a Saturday, March 20, 2010

A person who will be the
ISO’s project owner Management
Representative
(MR)

A committee whom monitor

and follow-up the project

Form a steering
Answer the following committee
questions for the three boxes
Know your customer,
below (Process, Product,
categorize, and Design a
and customer)
customer survey/category

What, Who, Use product/service

specifications and /or check
Use operation flow charts to
present your process
How, and When? list

Operations / Product(s) / Customer(s)

Processes Service(s) quality statisfaction
Process time, lead time,
Defective rate, On time
Demand, Industrial
delivery, Rework%, Quality
Efficiency, Productivity,
Plan
Value of inventory
Launch
Launch customer
Launch process product(s) /
satisfaction
indicators (KPIs) service(s)
survey
evaluation

Use an appropriate statistical Analyze the Distribute a customer survey

technique to analyze your (in-person, by phone, or fax)
data results (Customer Satisfaction
Index(s))

Diagnose the results and

take the right decision and
propose action plans to Implement
improve your business Propose
corrective actions
corrective actions
and measure the
to improve the
impact on your
processes Measuring KPI(s)
processes will help you in
implementation
phase

Ashraf S. Youssef, July 29, 2008