Inside - MSQPC

MSQPC–The Quality CenterA partnership of the

Memphis Regional Chamber andSouthwest Tennessee Community College

Volume 13, Issue 1 -- Winter 2007

Mid-South Quality/Productivity Center

22 North Front, Suite 200Memphis, TN 38103901-543-3530901-543-3510 (Fax)[email protected]

InsideMasaaki Imai/Kaizen . . . . . . . . . . . . . 2

Eagle Support Services . . . . . . . . . . . . 3

Training . . . . . . . . . . . . . . . . . . . . . . . . 4

Consultant Spotlight . . . . . . . . . . . . . . 5

PATS . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

DEADLINE is December 28th, 2007Apply Online at www.msqpc.com

Apply for the 2008 Memphis Regional Chamber

Quality Cup Award which is co-sponsored by

Memphis Regional Chamber and Southwest

Tennessee Community College and managed by

MSQPC.

www.msqpc.com, www.memphischamber.com,

www.southwest.tn.edu

Kaizen® = Continuous ImprovementMSQPC and Smith and Nephew, Inc. partnered to bring MasaakiImai to Memphis. In 1986, Masaaki Imai established the KaizenInstitute to help Western companies introduce kaizen concepts,systems and tools. That same year, Imai published his book onJapanese management, Kaizen: The Key to Japan's CompetitiveSuccess. This best-selling book has since been translated into 14languages. Imai's second book, Gemba Kaizen: A Commonsense,Low-Cost Approach to Management, introduces the gemba concept.The Kaizen workshop was conducted at Smith & Nephew, Inc. andprovided several public and private sessions on Kaizen concepts andimplementation.

MSQPC – A Tennessee Board of Regents Center of Emphasis

Winter 2007 MSQPC Newsletter 2

Phone (901)543-3530 • Fax (901)543-3510 • www.msqpc.com • [email protected] North Front, Suite 200, Memphis, TN 38103

MSQPC–The Quality Center22 North Front, Suite 200

Memphis, TN 38103Ph: 901-543-3530Fax: 901-543-3510www.msqpc.com

Donald C. Fisher, Ph.D.Executive Director

Loretta T. Dale, Ed.D.Director of Training

Alexis BurgmanAdministrative Assistant

Consulting AssociatesMaurice (Maury) Ayrer

Willa Bailey

Robert E. Belcher

Marcia Boyd

David Compton

Albert Crawford

Abha Dastane-Rao

Teresa Hartnett, Ed.D.

Monte Massongill

Pat Meeks

Andrew Mohler

Duke Okes

Greg Spencer

Mark Weber

John West

FOUNDER OF KAIZEN INSTITUTEVISITS MEMPHIS

Mr. Masaaki Imai, founder of the Kaizen Institute, and known as the

“Lean Guru” and the father of Continuous Improvement, authored the

seminal works on Kaizen and is a global speaker on the

implementation practices of sustainable continuous improvement. His

ground breaking books, Kaizen: The Key to Japan’s Competitive

Success, and Gemba Kaizen: A Commonsense, Low-Cost Approach to

Management, have been translated into 20 languages and sold

hundreds of thousands of copies. As a result of Imai’s work, innumerable

companies and top executives have used this most effective

management philosophy to attain world class success within industry,

service and the public sector. Smith and Nephew, Inc. provided the

perfect backdrop for Masaaki Imai’s presentation on October 5, 2006.

Imai elaborated on his perspective of a leadership driven continuous

improvement strategy as he discussed how companies, such as Smith

and Nephew, achieve World Class status through Kaizen. Participants

had first-hand Gemba Kaizen experience walking through the Smith and

Nephew facility with Imai, followed by an in-depth discussion of

creating opportunities for improvement. As Founder and Chairman of the

Kaizen Institute, Imai is frequently invited to be a keynote speaker at

industry conferences world-wide. He also educates top executives on

how to implement Kaizen© techniques, concepts, and tools as a total

system solution in their organizations, which is fully within their corporate

strategies. Plans are being made for a 2007 event.

“Lean Guru”and the

Father ofContinuous

ImprovementMasaaki Imai

Kaizen® = Continuous Improvement

MSQPC Training andConsulting:

For additional

information, please check

www.msqpc.comor call

Alexis Burgman(901.543.3530) orDr. Loretta Dale(901.543.3528).

See pages 4 and 5...

MSQPC Training andConsulting:

For additional

information, please check

www.msqpc.comor call

Alexis Burgman(901.543.3530) orDr. Loretta Dale(901.543.3528).

See pages 4 and 5...



Founded in 1996, EagleSupport Services Corporationis a recognized leader inproviding maintenance,logistics and technical sup-port services to governmentand commercial customersworld-wide.

The government marketplace for contract services isa very competitive arena andrequires not only highly

qualified people, streamlined and effective internal procedures andprocesses, but also an ability to be quickly reactive to fast-changingbusiness conditions.

Eagle’s Chief Executive Officer, James C. Spencer, recognized earlyon that in order to comply with newly introduced government

contracting requirements as well as meet future customerexpectations it was critical for the company to undergo the extensivepreparations for becoming ISO 9001-2000 Certified.

“I wanted not only to comply with the letter of the requirements thatare being placed on us by the various contracting organizations wedeal with, but more importantly to create within the company a levelof discipline and commitment to a spirit of continuous improvementthat would place us well above our competitors.”

The decision was made at the beginning of the process to work withMSQPC to certify not only the Corporate Headquarters in Huntsville,AL, but also the Operations Center in Peachtree City, GA, and twomajor service centers – Ft Campbell, KY, and at the former BluegrassArmy Depot where maintenance, supply and distribution operationstake place. The reception by Eagle’s customers to these efforts hasbeen positive, and the impact on operations has been immediate andpositively received.

Eagle Support Services Corporation AttainsISO 9001-2000 Certification

A Reputation for Leadership and Quality Performance

CEO Jim Spencer awarding theISO Certificate of Registration to

Ft Campbell Site Manager Mike Durham

From left to rightBob Hauser – Vice President for Operations

Pat Jenkins – Vice President for Business DevelopmentJane Atchison – Vice President for Corporate Relations

Jim Spencer – President and Chief Executive OfficerRick Koethe – Vice President for Support Services

Phil Dodderidge – Vice President for Business Development

Eagle Support Services Corporation has established a reputation forleadership and quality performance worldwide and continues tomeet and exceed customer expectations by delivering quality ontime and within budget.

MSQPC Consulting Associate Mark Weber observed that “EagleSupport Services had very strong management commitment and didan excellent job of communicating with their associates throughoutthe ISO 9001 implementation phase. This involvement, includingtraining a large group of internal auditors, was instrumental in theirsuccessful registration in an 8-month period.”

Weber worked closely with Management Representative, RickKoethe, who managed the project from beginning to end. Koethe’sleadership contributed tremendously to the successful expansion ofthe scope of the original registration to

include two additional field locations (Bluegrass and Ft. Campbell).The professionals at Eagle Support Services are dedicated toperformance excellence.

Eagle Support Services Corporation Management TeamThe Eagle Senior Management Team was directly involved inthe ISO 9001-2000 Quality System development process fromthe very beginning.

MSQPC Newsletter 4


Register Online atwww.msqpc.comor Call 901-543-3530

Winter 2007

JANUARY:• Time Mastery (1 day) $299 Jan. 23 (David Compton). Includes

“Time Mastery Profile” & Franklin Covey “Weekly Compass”.• ISO 9001:2000 Internal Auditor Training (2 days) $450: Jan 29-30

FEBRUARY:• Six Sigma Black Belt Training (4 wks) February 5-9, March 5-9,

April 2-5, and May 7-11. Public Price $9,000.• Diversity Training $299 (David Compton) February 8• Leading Organizational Change (1 day) $299 (David Compton).

February 13• ISO 9001:2000 Implementation/documentation (2 days) $450

(Mark Weber); February 19-20• Root Cause Analysis (2 days) February 26-27 $450 (Duke Okes).• Continuous Improvement for ISO 9001:2000 (3 days) $795

(Robert Belcher) February 12-14MARCH:• Statistical Hypothesis Testing (1 day) March 2. $299 (Duke Okes)• ISO 9001:2000 Internal Auditor Training (2 days) $450, Mark

Weber, March 12-13• Diversity Training $299 (David Compton) March 15• Six Sigma Champion Training (3 days) March 19-21• 7 Habits of Highly Effective People (3 days)

Franklin Covey/David Compton March 28-30APRIL:• 7 Habits for Managers (2 days) Franklin Covey/David Compton

April 11-12• Management System Integration (3 days) $795

(Robert Belcher) April 23-25• Six Sigma Green Belt (2 weeks) $4,500, April 23-27 and

May 21-25 (Week 2)

MAY:• Time Mastery (1 day) David Compton, $299, May 2• Four Disciplines of Execution, FranklinCovey, David Compton,

May 9• Auditing the IMS (3 Days) $795 (Robert Belcher) May 14-16• ISO 9001:2000 Internal Auditor Training (2 days) $450 May 21-22JUNE:• ISO 9001:2000 Implementation/documentation (2 days) $450

(Mark Weber); June 11-12• Leading Organizational Change (1 day), $299 - David Compton,

June 15AUGUST:• ISO 9001:2000 Internal Auditor Training (2 days) $450 Aug 6-7SEPTEMBER:• Continuous Improvement for ISO 9001:2000 (3 days) $795

(Robert Belcher) September 17-19OCTOBER:• Management System Integration (3 days) $795

(Robert Belcher) October 1-3.• ISO 9001:2000 Internal Auditor Training (2 days) $450

October 25-26• Auditing the IMS (3 Days) $795 (Robert Belcher)

October 29-31NOVEMBER:• ISO 9001:2000 Implementation/documentation (2 days) $450

(Mark Weber); November 8-9


WORKSHOPS

Statistical Hypothesis Testing Using MsExcel:Have you ever had some data that you wanted totest for statistical differences or correlations? Areyou aware that MSExcel can do this?Thispresentation will include a brief summary ofseveral simple but powerful statistical tests thatcan be used on small data sets, as well as howExcel can be used to help analyze the data so asto be able to establish probabilities for thedecisions being made. Specific hypothesis teststhat will be discussed include: F, t, ANOVA,chi-square, and correlation.

Time Mastery: Participants use the “TimeMastery Profile” of Inscape Publishing to identifytheir strengths and areas for improvement in theuse of their time to develop a satisfying and pro-ductive life. Twelve dimensions of the time of yourlife will assist in determining old habits that needto be changed or eliminated. Each participant willtake the Inscape “Time Mastery” profile andreceive the Franklin Covey “Weekly Compass”.

Leading Organizational Change: This one-daycourse consists of lectures, worksheets, and roleplay that will provide attendees with an in-depthappreciation of the change process and skills aleader needs to apply to himself and thoseimpacted by implementing change. Learning out-comes will be to effectively initiate a change,guide those affected by the change process, useresistance to facilitate communication about thechange, implement the change so it will becomepart of the culture, and involve all levels in thechange process.

Root Cause Analysis consists of lectures, prac-tices, and role plays that will provide attendeeswith an in-depth understanding of how to analyzea system in order to identify the root causes ofproblems. The following topics are covered:

• The difference between problem solving anroot cause analysis

• Why effective root cause analysis is moreimportant in today's world

• Some common problem solving models andtheir weaknesses

• Five steps for performing the root cause analy-sis part of problem solving

• What each step accomplishes and some toolsavailable for carrying it out

This program is designed to enhance problemsolving effectiveness by providing a model formore deeply analyzing problem situations; clarifythe difference between analytical and creativethinking, and when each is most useful; promote

the ability to provide problem-solving supportin situations where one is not an expert inthe process or technology involved; expandthe range of tools available for analysis ofproblem situations.

Abha Dastane-Rao has over fifteenyears of experience in the quality fieldworking in manufacturing as a hands-on engineer and asa consultant. She has assisted companies, especiallyautomotive suppliers, with effective deployment of

ISO9001, ISO/TS16949, ISO14001 and provided trainingfor Internal auditing to these standards, Core tools

(APQP, CP, FMEA, MSA and SPC), DOE andSix Sigma. Abha is an American Society for

Quality Certified Quality Manager since2000 and a Certified Quality Engineersince 1992. She is a Six Sigma Black Beltand has served as an examiner on the

Board of Examiners for the TennesseeQuality Award. Abha holds a B.S in Chemical

Engineering from Indian Institute of Technology Delhi, an M.S. in Statistics from University ofCincinnati, and an M.S. in 'Polymer Processing and Quality Assurance' from Wright StateUniversity. She is also a RAB certified provisional auditor forEnvironmental and Quality Management Systems. Her work expe-rience includes positions with Bridgestone-Firestone, TycoAdhesives and Delco Chassis.

David O. Compton has over 30 years of experience in train-ing and organizational development. In the Army he served asan Organizational Effectiveness Officer for a major headquar-ters and trainer and O.D. consultant to major Army installationunits. For the past 23 years he has worked as an internaltrainer and consultant in two healthcare organizations inthe Memphis area. David holds a MS in SystemManagement Technology from Murray State Universityand is certified to present Franklin Covey 7 Habitscourses and Four Disciplines of Execution. Additionally,he administers the Myers-Briggs Type Indicator,Emotional Competence Inventory of the Hay Group andthe DiSC Indra of Inscape Publishing. He is a memberof ASTD. David will facilitate the Time Mastery,Diversity, Leading Organizational Change, and theFranklinCovey courses.

Duke Okes, Certified Quality Manager, CQA, CQE, CQT, is aconsultant, educator & trainer, writer & speaker on manage-ment and quality philosophies and technologies throughoutthe U.S., Canada, Caribbean, Europe, and Asia. He was for-merly a quality professional in TRW's automotive sector. Hehas served as vice chair of technology for ASQ's QualityManagement Division, and chair of the Northeast TN ASQsection (quality leadership award). The Institute ofManagement Consultants elected Duke as a certified man-

agement consultant (C MC). He holds degrees in busi-ness, education, and technology, and has served asan adjunct university faculty member teaching sta-tistics and management research. He is a graduateof the University of Kentucky's lean manufacturingcertificate program, and the international programin the Gestalt approach to organization and systemdevelopment. He is co-editor of The CertifiedQuality Manager Handbook (2 nd edition), a con-tributor to The Certified Quality Engineer

Handbook, and has published numerous articles ontopics such as leadership, continuous improvement,

lean production, critical thinking, quality auditing, managing organizational change, complexi-ty theory, and e-quality. Duke facilitates the Root Cause Analysis Course and the StatisticalHypothesis Testing course.

Abha Dastane-Rao

David O. Compton

Duke Okes


Memphis Chamber FoundationMSQPC--The Quality CenterP.O. Box 224Memphis, TN 38101-0224

NONPROFIT ORGU.S. POSTAGE

PAIDMEMPHIS, TNPERMIT #1445

No Child Left Behind (NCLB) DivisionEnsures Process Consistency with theProcess Activated Training System®

ProcessActivatedTraining.comProcessActivatedTraining.comTo Learn More About PATS, Please Visit Our Website At:

The No Child Left Behind (NCLB) Act was signed into law on January 8, 2002 by President George W. Bush. The Act significantly increasedthe choices given to parents of students attending Title I Schools that fail to meet the states academic standards. The NCLB Division ofMemphis City Schools is required by law to develop and implement within Title I Schools districtwide core curriculum that isaligned to state academic standards and testing, to ensure that high quality professional development isbeing given to faculty, to place an emphasis on accountability and assessment, to provide afocus on proven strategies that will help each school meet their annual SchoolImprovement Plan (SIP) strategies and goals

MSQPC conducted a Baldrige Assessment of the NCLB Division during August2006 and discovered, after an extensive assessment of the Division, that NCLB hadenormous District-wide impact on delivering key processes throughout the District.The Baldrige Assessment Report noted that the NCLB Division had limited documen-tation of their key processes to ensureconsistency throughout the District, and limited cycle-timemeasures that would reduce their overall process time foreach transaction.

The Process Activated Training System® (PATS) was imple-mented to ensure process consistency and to identify withinthe Division a group of “Best Practice” employees who wereSubject Matter Experts (SMEs) in the various NCLBProcesses. PATS Teams identified critical and key process-es within the Division that included equipment, instruction,compliance, grants (direct and indirect), fiscal, documentmaintenance, procurement, and office management.

The Team spent several weeks identifying key processesthroughout the Division within each of the identified sub-areas to flow-chart, document, identify times (cycle-time),and to transform them into behaviorally written trainingscripts throughout the Division. Some of the key processes that were identified,documented, numbered, and transformed into training scripts included: Providing Technical Assistance to SIP Development, Monitoring theSIP, Collecting, Maintaining, and Reviewing Documents, Tracking NCLB Funds, Reconciling Budget by Project, Preparing a Journal Voucher,and Assigning Budgetary Codes for Personnel.

“PATS impacts

ISO 9001:2000

and Six Sigma

training.”