Assembly of Japanese Bicycle Require Great Peace of Mind

@ITCAMPRO #ITCAMP17Community Conference for IT Professionals

“Assembly of Japanese Bicycle

Require Great Peace of Mind”

Peter Leeson

@PeterLeeson

Quality Manager White Clarke Group

Author of “Orchestrated Knowledge”


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A Brief History of Mine

• 2013• Intelligent Evolution

• 2014• Managing Fear

• Can Process Make You Happy?

• 2016• Suddenly Reality

• Talk with No Title

• 2015• Organizational Sociology and the Anthropology of an Engineer

• Orchestrated Knowledge


So One Question Remains


Can you Measure Quality?


Why Measure Failure?


Procedures and Monitoring


Quality Does Not Depend on Your Processes

• Controls, audits, standards, documentation, policies,

metrics

• None of this will guarantee your quality


Quality is

not a part of your product or service


Q:P/X – Customer Satisfaction

Vision

Identify customers by organization / by key contacts

Determine customer requirements and expectations

Meet customer requirements

Exceed customer expectations

Anticipate customer needs

Innovation and

implementation

Gain

customer

loyalty

Bu

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Defe

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ve S

trate

gy Mission


Quality is a Relationship

• Quality is how your client / customer perceives your

product or service

• Different points of view of the same product will give

different estimates of quality


UNDERSTANDING QUALITY


#1. Quality is Created by People

• “There is no secret: find the best people and don’t let

them go”(Czar Peter the Great when asked how an emperor goes about assembling his staff

“The System of the World”, volume 3 of the Baroque Trilogy by Neal Stephenson)


Job Satisfaction1/2

“Peace of mind isn't at all superficial, really. It’s the whole

thing. That which produces it is good maintenance; that

which disturb it is poor maintenance. What we call

workability of the machine is just an objectification of this

peace of mind. The ultimate test is always your own serenity.

If you don’t have this when you start and maintain it

while you’re working you’re likely to build your

personal problems right into the machine itself.”

Robert Pirsig in “Zen and the Art of Motorcycle Maintenance”


Job Satisfaction2/2

“The material object of observation … can’t be right or

wrong. Molecules are molecules. They don’t have any ethical

codes to follow except those people give them. The test of

the machine is the satisfaction it gives you. There isn’t any

other test. If the machine produces tranquillity it’s right... If it

disturbs you it’s wrong until either the machine of

your mind is changed. The test of the machine is

always your own mind. Their isn’t any other test.”

Robert Pirsig in “Zen and the Art of Motorcycle Maintenance”


How Hard Can It Be?

• Objective Characteristics of System Complexity– Chaotic Behaviour

– Non-Mechanical

– Self-Organizing

– Multiple Scales

– Tight Coupling

– Decentralized

– Non-Linear

– Large Size

– Emergent

– Adaptive

Dave Snowden, released under CC BY 3.0


MEASURING QUALITY

What do you believe is the right measure of quality for your product or service?


If You Cannot Measure It

• "In physical science the first essential step in the direction of learning any subject is to find principles of numerical reckoning and practicable methods for measuring some quality connected with it. I often say that when you can measure what you are speaking about, and express it in numbers, you know something about it; but when you cannot measure it, when you cannot express it in numbers, your knowledge is of a meagre and unsatisfactory kind; it may be the beginning of knowledge, but you have scarcely in your thoughts advanced to the state of Science, whatever the matter may be.” -

» Lord Kelvin, 1893, Lecture to the Institution of Civil Engineers, 3 May 1883


Quality Factors and Quality Criteria

• Accuracy• Anomaly

Management• Augmentability• Autonomy• Commonality• Completeness• Consistency• Correctness• Distributivism• Document Quality• Efficiency• Expandability• Flexibility

• Functional Scope• Generality• Independence• Integrity• Interoperability• Maintainability• Manageability• Modularity• Operability• Portability• Reliability• Reusability• Safety• Safety Management

• Self-Descriptiveness• Simplicity• Support• Survivability• System Accessibility• System Compatibility• Traceability• Training• Usability• Verifiability• Virtuality• Visibility

These are

characteristics

of quality


Cost of Quality

• Performance: the cost of doing the job

• Cost of Conformance

–Appraisal: the cost of measuring whether you have achieved it

–Prevention: the cost of avoiding deviations

• Cost of Failure

– Internal Failure: defects found in testing, including corrections

–External Failure: defects found in the field

These are

measures of your

of effectiveness


Understanding Quality Design

Designed by an Architect

Designed by aPoet

Designed by an Engineer

Designed for Living

Designed for Working

Designed for Dreaming


Designers need to Understand Needs

• You need to design

quality into a system

• But quality depends on

your users

• So…?


The need for Quantification

• The fact that we can set numeric objectives and track

them is powerful: but in fact it is not the main point

• The main purpose of quantification is to force to

think deeply and debate exactly what we mean so

that others, later, cannot fail to understand us


Key Concepts of Manufacturing Quality

• Top-level critical objectives

• Stakeholders (all of them)

• Focus on Quality, not just functionality

• Quantify requirements

• Capture explicit values

• Ensure specifications are more than requirements

• Quality Control of Specifications

• Whole life cycle


SO WHAT ARE YOU QUANTIFYING?

WTF is Quality?


Measuring vs Quantifying

• Focus first on quantifying, not measuring

• Quantification: Speed

• Measurement: Speedometer


So, WTF is Quality?


Understanding Value vs Cost

What are your company values?

What is your product’s value?

What does your client value?

What do you value?

At what cost?


What is the Difference?

Cost Value


Quality is the Value you Add

What is the value you are adding to your client / user

Perceived Value Realized Value

represent the requirements

and expectations

is more important and

represents Client

Satisfaction(“I think that would be

useful”)

(“This was, in practice, more

valuable than we thought it

would be, because…”)


Estimating Cost

• Independent

• Negotiable

• Valuable

• “Estimatable”

• Small

• Testable


Quality by Investment


Estimating Value


Indicators of Business Value

• Assign values to:

–Portfolio

–Features

–Capabilities

–Business


Value Points

• Allocate value points

– Business

• Sales increase

– Capability a

» Feature 1

» Feature 2

– Capability b

• Customer experience

– Etc.


Values vs Needs

• Business matrix

–Start-up company values

–Scale

–Mature

–Declinehttp://luckyrobot.com/what-makes-a-startup/

http://keywordsuggest.org/gallery/724926.html

http://keywordsuggest.org/gallery/150279.html


• Communicate the long-term vision

• Integrate knowledge gain in the value stream

• Define stakeholder expectations

• Systems that allow to do it right

• Reduce Time to Market

• Level scheduling and WIP

• Reduce waste

• Sustain transformation

Manage for Value


• Cost–Understand value-cost

• Portfolio

• Project

• Capability

• Feature

• Story

– Top-down allocation of value

– Bottom-up calculation of cost

• Schedule

• Scope

Monitor Quality Constraints


Understand

Use cause and

effect diagrams to

understand how to

impact the cost of

quality


Example on managing staff motivation, a sub-section of quality management


• Work to plan

• Interruptions

• Overtime

• Need for escalation

• Coverage

• Change Management– Urgency

– Impact• Business

• IT infrastructure

• Non-IT infrastructure

• Resources

• Continuity plan

• Capacity plan

• Schedule

– Criticality

Measure activities


Conclusion

• Measuring Quality or Value is not more difficult than

measuring cost

• Estimating Quality or Value is not more difficult than

estimating time to market

…if you can define what you mean by quality!


Establish and Measure Value v Cost


Thank You, Mulțumesc


Many thanks to our sponsors & partners!

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Assembly of Japanese Bicycle Require Great Peace of Mind

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