The Seven Quality Basics

Andrew QuibellVistaprint

HistoryVistaprint• Founded in 1995 by Robert Keane, now CEO of

parent company, Cimpress

• Pure play e-commerce/web to print company

• Provide custom printed products for micro business owners to promote themselves professionally

• Provide custom printed products, specifically for microbusiness owners that help them to promote themselves professionally

• Currently: over 17M customers worldwide, $1.4B revenue, over 7,000 employees in more than 16 offices around the globe

• Vistaprint’s business model is based on the concept of mass customization, where we generate millions of small orders from business owners & aggregate them for print

Business Owners: Our WhyMicro

• Nearly ⅔ of owners are age 45+, and just over half are women

• The majority are solo owners working full time

• Each small and difficult to serve but collectively signification -$40B market

• Significant global impact: 70M microbusiness owners in the

markets we serve who employ more than 33M people and

contribute $3T to the US economy alone

• They see their needs as deeply individual, are not experts in

marketing and require a lot of help on a limited marketing budget

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PHYSICAL PRESENCE

Everything to Market Your BusinessOur Products-

is to Help Microbusiness Owners Look CredibleOur Goal-

BasicsThe Seven

Quality

Culture of QualityWhat does ‘Culture of Quality’ mean?

Quality issues viewed

as opportunities for improvement

People view quality

performance as important on

a personal level

Quality performance expectations

openly discussed

Quality is present in all

areas of organization

Organization lives quality

values

Consistently deliver quality expectations

Quality issues analyzed to

prevent recurrence

Shifting from a “Production” mindset to a

“Quality” mindset

Culture of QualityWhy is a ‘Culture of Quality’ important?

Fewer mistakes

Fewer reprints

Greater attention to quality

(at alllevels)

Lower costs(cost of

poor quality)

Improved customer

satisfaction

Team Member

ownership of Quality

How Vistaprint is Creating a of QualityCulture

First-Off Process

Regular Quality Audits

Benchmarking

The Seven BasicsQuality

1 23

4

5

6 7

ProcessFirst-OffTeam Members are responsible for the quality of the products produced.

Verifying product quality on a regular basis.

What Is Done: Inspections performed according to pre-established minimum requirements

Visual indication of first-off status

When: Following Change Points in the process

First-Off sam

ples retained•Start of new shift•Following substrate or consumable changes

•Re-start after > 8 hours downtime

•Changes to raw material or process changes

•Repair / maintenance•New operators

First-off inspection

results recorded& retained

Standardized

Standardized Work makes abnormalities & work-arounds visible!

Two Primary Aspects (from a Quality perspective):

1. Standard Operating Procedures (SOPs)

2. Stop – Call – Wait

• Specifies HOW we assure quality

• Team Members immediately stopping production when an issue is found

• Team Member given the means to call or signal for help

• A defined escalation scheme if the issue cannot be resolved

Q

Work

Standardized Work

• Specifies HOW the job is performed

• Highlights key safety precautions & steps to assure quality

• Pictures are included to clarify steps

Q

Standard Operating Procedures (SOPs)

of Nonconforming MaterialControl• Preventing defective materials from being processed, re-

introduced into the process or shipped to the customer• Shipping defective materials impacts customer

satisfaction, costs & customer reputation!

Specially designated containers for nonconforming

material

Making nonconforming material highly

visible

Secure Quarantine Area for

nonconforming material

Management• Identifying & investigating unplanned or sporadic changes when observed in production• Such changes should not be ignored but investigated for their impact on product quality• Communicated to all shifts (made visible)

4M Signs

Print Coat Cut PackHigh-Level Process Flow

Change Point

11

1

Man Machine Materials Method

Change Point Log

Proofing VerificationMistake

Visual Indication of Mistake Proofing Status

• Mistake Proofing is a preventive action that either makes errors impossible to occur or makes them highly unlikely to occur

of ReworkControlWhen nonconforming material is produced…

orReworked

Scrapped & Reprinted• Product is reworked to bring it back

into specifications• Rework operations are performed by

trained personnel using standardized rework procedures & using proper equipment

• Tracking of rework quantities gives insight into improvement opportunities (a design flaw or a team member induced defect?)

QualityWallA temporary & focused inspection activity implemented

• When is a Quality Wall used?• Following new product launches• Processes with unstable or poor capability• When utilizing unproven / untested technology

• A temporary action (kept in place for a fixed time period or until quality improves to a specific threshold)

• Performed by trained inspectors utilizing the correct equipment

• Employs very specific inspection criteria• Inspection findings communicated & made visible

• Overall Culture of Quality is still in the Intermediate Stage but has improved significantly• Vistaprint has seen a gradual reduction in customer complaints due, in part, from the

implementation of Quality Basics

Implementation at Vistaprint

First-Off

Control of NC Material

Standardized Work

Quality Wall

DONE

WORKIN PROGRESS

GuideImplementation

Workforce has a strong desire to deliver quality

Workforce takes ownership in assuring product quality

Workforce fully understands what constitutes good quality (SOP criteria)

Nonconforming product is effectively identified & segregated from production

Develop good SOPs & use them to train & audit team members

Utilize Stop/Call/Wait in response to production issues

Implement Change Point Management in response to any observed, unplanned changes

Implement Mistake Proofing to augment existing Quality Assurance actions

• If your organization delivers Stage 1, carry-on to Stage 2• If your organization doesn’t deliver Stage 1, you are not ready for Quality Basics implementation

Stage 1: Stage 2:

Take– A-Way'sKey

First-Off: Making Team Members responsible for quality! Showing them how.

Standardized Work: Defining how quality is assured (SOPs) &

utilizing Stop-Call-Wait when help is needed.

Control of Nonconforming Material: Locking down defective material & make it highly visible!

Control of Rework: Take special care when reworking

material to assure quality (train team members using correct

equipment).

Mistake Proofing Verification: Be diligent in ensuring that all Mistake Proofing devices are

accurate & fully functional.

Change Point Management: Stop ignoring unplanned changes but investigate them & make them visible.

Quality Wall: Perform focused inspection activities where vulnerable (new product launch).

Start Now!

Impact at VistaprintQuality Basics

Since beginning implementation in 2016, the 7 Quality Basics have contributed to

the following:40%

Reduction in customer complaints

40%

11%

40%

11%Reduction

in color complaints

40%Reduction in scrap

SignificantIncrease in

quality awareness by team members

7%Reduction in cutting

complaints

7%

40%

$

Thanks for ListeningThanks