THE CARITAS/ASQ PARTNERSHIPSECTION 1104’S 1ST

COMMUNITY KAIZEN!!!

CARITAS - “From Shelter to Stability”

ASQ - “The Global Voice of Quality”

ASQ – American Society for Quality

Network of quality professionals, worldwide, who use various tools, methods, best

practices, etc. to continuously improve our workplaces, communities . . . our world!

ASQ SECTION 1104 OBJECTIVES

ASSIST ASQ MEMBERS:• Provide local professional development opportunities via monthly

meetings, plant tours, etc.

• SOCIAL RESPONSIBILITY TO COMMUNITY:• TABLE BUILD FOR CARITAS

• RAMP BUILD• FOOD BANK

• COATS FOR KIDS• F.R.E.E. – FOUNDATION FOR REHABILITATAION EQUIPMENT & ENDOWMENT

WHAT IS QUALITY?

• The ongoing process of assessing AND fulfilling stated and implied needs.

• The standard of something as measured against other things of a similar kind; the degree of excellence of something.

It comes from the Japanese word “kai” which means “Change” and “zen” which means “Good”. Kaizen

means “CONTINUOUS IMPROVEMENT”.

WHAT IS KAIZEN?

“WINTER COTS”• All-volunteer organization that formed in the early 1980s

• Winter Cots was formed because of a dramatic increase in homelessness – largely due to social issues (one of which was the discharge of mental health patients into the general community).

• In 1987, “Winter Cots” became CARITAS, Inc.

CARITASCongregations

Around

Richmond

Involved

To

Assure

Shelter

CARITAS MISSIONCARITAS mobilizes Greater Richmond

through its congregations to protect individuals and families in crisis and

empowers those who strive for housing independence.

CARITAS TODAY• Largest provider of homeless services in the Metro Richmond area

• Annually, divert 240 Tons from landfills• Assisted 944 Households in 2013 by distributing

• 524 Sofas• 798 Tables• 742 Dressers• 1,451 Sheet Sets• 1,562 Beds• 1,287 Towels

4 CARITAS PROGRAMS

• Provide people with the basic life and job skills needed to be productive citizens.• Shelter Program (emergency shelter)• CARITAS Works Program (employment assistance)

• The Healing Place (drug/alcohol addiction)• Furniture Bank (home furnishings)

WHY HELP CARITAS?

Aisle where incoming items are staged and where linens are sorted/bundled

On right of aisle, shelves for dishes, etc. with linens, carts and miscellaneous items

ASQ - UNDERSTANDING THE NEEDS OF CARITAS

• Adrienne Bouldin, Project Manager• Don Strayer, Project Facilitator

• Donna Reese• Sherri Douthat

• George Kvasnicka• Cheryl Parham

• Lisa El-Shall• Cary Thomas

DISCUSSIONS WITH CARITAS EXPERTS

• Karen O’Brien, Chief Operating Officer• Sharon Drennan, Dir. of Community Dev.

• Billie Carroll, Furniture Bank Manager • Lori Schmiege, Warehouse Manager

• Krista Boucher, Volunteer ManagerJulie Ferry, Weekly Volunteer

Leslie Osmond, Weekly Volunteer

UNDERSTANDING CARITAS’ NEEDS• OBSERVED CLIENT SHOPPING DAY

• Household Items: Sofa, Table, Beds, Linens, Dinner Dishes, Cookware, Kitchen Utensils, etc.

• OBSERVED RECEIPT OF DONATIONS• From donors• CARITAS POD Pick-up

PROJECT CHARTER

PROJECT CHARTER, 5/19/2014

PURPOSE/BUSINESS CASE

-The 2014 CARITAS Furniture Bank Sorting Process Improvement Project will be led by ASQ Section 1104 as part of their social responsibility objective. - Define process that will enable CARITAS and its volunteers to efficiently receive and store donations so that they are available for clients.

PROBLEM STATEMENT

• The receiving and processing areas are not arranged so that volunteers can independently sort to have goods available for CARITAS clients.

SCOPE. Receiving of Donations. Processing/Sorting of Donations. Organization of Space(s)

GOALS & OBJECTIVES- Improve sorting capabilities by increasing the value added ratio from 0.25 to 0.35

- Improve organization of donations and spaces by reducing cumulative travel distance from 3,600 feet to 2,700 feet (25% reduction); also reducing cumulative flow conflicts from 600 to 400 (35% reduction)

- Decrease handling time of donations, reducing cumulative touches from 230-185

VALUE ADDED RATIOA step is Value Added (VA) if essential to:

1. Determine suitability of item, 2. Package for distribution, or 3. Make available to clients.

TOUCHES TouchesThe cumulative number of times one of each item type is handled.

TRAVEL (FEET) TravelThe cumulative distance one of each item type travels through the workspace.

FLOW CONFLICTS Flow ConflictsThe cumulative number of times a different flow path is crossed.

METRICS

BASELINE METRICS – 27 ItemsASQ/CARITAS Furniture Bank – Sorting Process Metrics

I am a Dinner Plate. I arrived packed in a box or bag with other donated items. I was probably wrapped in paper. My container was placed in the New Arrivals rack. This is what happened next:

Map Ref #

Step #

Value Adde

d? (1/0)

Touch (1/0)

Distance

(Feet)Flow

Conflicts Description Comments

1 1 0 0 0 0Wait In New Arrivals Rack (Raw Materials inventory). A few minutes to several days.2 2 0 1 2 0Container taken out of rack, placed on floor  2 3 0 0 0 0Obvious bedding items removed from container Wait while this happens.5 4 0 1 5 5Hand carried to and placed on Sorting Table  5 5 0 0 0 0Wait WIP inventory, typically for no more than a few minutes

5 5 1 1 0 0Removed from box/bag and unwrapped Considered value added because state is changed (wrapped vs. unwrapped)

5 6 1 1 0 0 Inspected for usability

Inspection is not value added. But there is such a thing as circumstantially necessary waste. In this case the usability of a donation is unknowable without inspection and there is little control over what is donated.

5 7 0 1 2 0Set aside on Sorting Table. May be placed on a stack with other dinner plates, reducing trips in step 95 8 0 0 0 0Wait WIP inventory, typically for no more than a few minutes

21 9 0 1 15 5Hand carried to Dinner Plate storage shelf  21 10 0 0 0 0Wait Typically for several days or longer

24 11 1 1 0 0Matched with 3 similar dinner plates Considered value added because matched or nearly matched dishes are preferred by clients24 12 0 1 8 2Carried to Dish Pack Table  

24 13 1 1 0 0Wrapped in paper and packed in box State change. Wrapping and proper packaging minimizes damage during transport to Client's home

25 14 1 1 30 3Carried to Show RoomTransport can be value added if desired by the customer. In this case it makes finished goods inventory available to the customer.

Value Added Ratio 0.36Touches 10Travel (feet) 62Flow conflicts 15

SORTING

PROCESS

MAP

“BEFORE”

BEFORE AFTER

DAY 1: Capital One Volunteer Helping with Changes

Area where drinking glasses/coffee mugs were stored. Tables in this area were also used for sorting and preparing dish packs.

CAPITAL ONE VOLUNTEER IMPLEMENTING CHANGES

After area was re-organized for the easy assembly of dish packs!

DAY 2 OF IMPLEMENTING CHANGES

Area after shelves were re-organized for storing of linens/bedding items.

RE-ORGANIZED LINENS!!!

CARITAS Furniture Bank Process ImprovementCumulative Metrics Summary

Baseline “Improved” Goal Achieved?

Value Added Ratio 0.25 0.28 0.35 No*

Touches 248 237 185 No*

Travel (feet) 3810 3098 2700 No*

Flow Conflicts 595 133 400 Yes

*These metrics do not reflect the significant improvement achieved by moving much larger quantities of items from place to place on wheeled carts

IMPROVEMENTS- Removed bookshelves that housed glassware and replaced them with Gaylords

- Organized shelves to allow orderly, efficient boxing of dish-pack items

- Re-distributed and designated space to allow easy visualization of inventory needs

- Defined procedure for processing donations- Organized space so that volunteers can work with little supervision

TO DO LIST!- Finalize written procedures- Remove old signage- Install permanent signage & visual aides for users, particularly the occasional volunteers

- Train Users- Process Owner - monitor and enforce- 1Q2015 - ASQ Team Review Progress Make any necessary corrections/updates

THANK YOU ASQ• Adrienne Bouldin, Project Manager

• Don Strayer, Project Facilitator• Donna Reese• Sherri Douthat

• George Kvasnicka• Cheryl Parham

• Lisa El-Shall• Cary Thomas

• ASQ Volunteers

THANK YOU CARITAS!!!Karen O’Brien, Chief Operating Officer

Sharon Drennan, Director of Community DevelopmentBillie Carroll, Furniture Bank ManagerLori Schmiege, Warehouse ManagerKrista Boucher, Volunteer Manager

Julie Ferry, Weekly VolunteerLeslie Osmond, Weekly Volunteer

Capital One Volunteers

QUESTIONS/COMMENTS

TOUR