MSQPC – A Tennessee Board of Regents Center of Emphasis

MSQPC – A Tennessee Board of Regents Center of Emphasis

MSQPC–The Quality CenterA partnership of the

Memphis Regional Chamber andSouthwest Tennessee Community College

Volume 10, Issue 2 -- Winter 2004

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

Apply for the 2004 Memphis Regional ChamberQuality Cup Team Award which is co-spon-sored by Memphis Regional Chamber andSouthwest Tennessee Community College.

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

www.southwest.tn.edu

DEADLINE is December 29thApply Online at www.msqpc.com

InsideBrother International . . . . . . . . . . . . . 2

MSQPC Staff . . . . . . . . . . . . . . . . . . . . 2

Baldrige Sponsorship . . . . . . . . . . . . . 3

Cargill Sweetners. . . . . . . . . . . . . . . . . 3

Quality Cup Award . . . . . . . . . . . . . . . 3

Training Schedule . . . . . . . . . . . . . . . . 4

Six Sigma Black Belt . . . . . . . . . . . . . . 5

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

story page 2

Winter 2004 MSQPC Newsletter 2

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

Brother International’sCommitment to Our Environment

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

Kim MorrisAdministrative Assistant

Consulting AssociatesMaurice (Maury) Ayrer

Willa BaileyRobert E. Belcher

Marcia BoydAlbert Crawford

Sheldon EllisPearl Gibson

Teresa Hartnett, Ed.D.Neal Jackson, Ph.D.

Susan Magun-Jackson, Ph.D.Mike JonesDan Jordan

Ginger ManieMonte MassongillJennifer McNary

Pat MeeksAndrew MohlerGreg SpencerFelecia Warner

Mark WeberJohn West

Acting responsibly to preserve our environment has always been an importantpart of Brother International’s business philosophy. When Brother firstopened in Bartlett, TN, procedures were adopted to protect theenvironment. When the International Organization for Standardization(ISO) introduced its new standard for "Environmental ManagementSystems-Specifications With Guidance For Use" in 1996, we noted various

recommendations. In the following years, we took action to conserveenergy and reduce solid

waste disposal. We researched local and stateregulations and ensured that our storm waterwould not become contaminated and that airemissions would be minimal. In 2001, weworked with MSQPC-The Quality Center to prepare ourselves for the rigorous ISO 14001certification process. We were on the road to defining the environmental aspects anddeveloping the detailed environmental procedures that ISO 14001 requires.

In January 2002, Brother applied for ISO 14001 certification for its Tennessee operations.MSQPC reviewed our procedures and helped to fine tune our documentation. MSQPC alsoaffirmed our view that we had, in fact, identified critical environmental aspects that would becomethe basis for our environmental management system. These critical aspects included energyconservation, recycling, storm water controls, control of accidental pollutant/air emissionexceedances, etc. We were able to build upon measures implemented in prior years todevelop a world-class environmental management system.

Beginning in the late 1990s, Brother decided to reduce consumption of electricity. When theexpanded facility at 7777 N. Brother Boulevard was built, a water-cooled chiller system wasinstalled to control temperature rather than using the traditional roof-mounted cooling(i.e., HVAC) and ventilation equipment. The installation of two large chillers instead of manyroof-mounted air-conditioning units and the installation of additional insulation helped to maintaina comfortable temperature and reduce energy consumption. Because of reduced energyconsumption, the decision was made to expand the 2002 energy management program. In part,the decision was based on the ISO 14001 principle that continuous improvements can be basedupon the environmental system that’s in use. Trane Inc. installed an automated system to turnour 900 high intensity mercury vapor warehouse lights off approximately thirty minutes after ashift had ended. Just turning lights off when not in use netted considerable energy savings. In2004 we were introduced to ventilation fan variable frequency drive units. In the past, fan motorswould continually run at full speed regardless of the building temperature or need. The newvariable drive units allow the motors to use less energy and run at a slower speed whentemperatures are not extreme.

When the Brother Tennessee facility was initially certified in 2002, we were sending 78% of ourwaste to local landfills. Although we had a basic program in place for cardboardcollection/recycling, we needed a cost effective method that would address other recyclablematerials as well. The Recycle Department began in February 2002 to centralize recycling.Collection efforts were designed around the concept of a ‘recycle train’ to collect cardboard,Styrofoam, and trash. The 100 "recycle" cars were a great investment!Because of the increased train utilization, 35 additional cars have beenordered. The recycle program was expanded nine months ago toinclude previously discarded plastic wrap and broken pallets. Thisyear 1,773 tons have been recycled compared to 750.8 tons thatwere recycled during our first year of operation. We are currentlyrecycling 73% of what formerly was waste and only sending 27% tothe landfills. A new process for compacting Styrofoam has beenintroduced. Instead of using the same process that we followed forcardboard, we used a unit called a "densifier" to shred and compress theStyrofoam. Before installation of the densifier, we were only able to load 150lbs. of Styrofoam per pallet in contrast to the 1,100 lbs. of densified Styrofoam.

Even though Brother faced numerous challenges, teamwork and creative minds enabled us to reachour goals and search for additional opportunities to augment our environmental management system.STORY ON PAGE 3

BALDRIGEREACHES

NEW HEIGHTSIN CHICAGO!

“Our Memphis Light, Gas & Waterstatistics verified that we made

the right choices.”

Charles Rose, Environmental Manager



MSQPC co-sponsored the Regional Baldrige Conferences inChicago and San Antonio in September. This is the third yearthat the Baldrige Regional Conferences have been offerednationwide. Attendance at both conferencessurpassed past records. MSQPC worked with the NationalBaldrige Program, The TexasAward for PerformanceExcellence, the OklahomaQuality Award, and theIllinois Lincoln Foundationfor Performance Excellence.

The Baldrige Award ispresented annually by thePresident and the Secretaryof Commerce to organiza-tions that demonstrateexcellence in several keyareas, including leadership,strategic planning, and per-formance results. At theconference, executives fromthe Award recipients sharedtheir world-class strategiesand practices and wereavailable for networkingopportunities.

Leaders of 12 organizations that have received theprestigious Malcolm Baldrige National Quality Award sharedtheir success stories:

• Medrad, Inc. (manufacturing category)

• Caterpillar Financial Services Corporation (U.S) (service)

• Stoner, Inc. (small business)

• Community Consolidated School District 15 (education)

• Saint Luke’s Hospital of Kansas City (health care)

• Chugach School District

• Dana Commercial Credit Corporation

• Dana Corporation-Spicer Driveshaft Division(now part of Dana Corporation - Torque Traction Technologies, Inc.)

• Los Alamos National Bank

• Motorola-CGISS

• Ritz-Carlton Hotel

• University of Wisconsin-Stout

MSQPC Sponsors National Baldrige Program

At the 2004 Cargill Recognition Conference, Cargill Sweeteners was selected as a Cargill Business ExcellenceAward winner. This is the first time Sweeteners has been honored with this prestigious award. The Business

Excellence Award is given to Cargill business units that exhibit continuous improvement in the areas ofLeadership, Strategy, Customer Focus, Information Management, Human Resources, Process Management and

Business Results. President Pat Bowe expressed to his team, "Winning the Business Excellence Awardis a great honor, but this is simply a milestone on our journey of continuous processimprovement." MSQPC—The Quality Center assisted Cargill in the application process.

Congratulations to One of Our Clients...

Sandy Thorpe (LFPE), Donna Connolly (LFPE), Paul Kuchuris, Jr.(President/CEO of LFPE), Harry S. Hertz (Director BaldrigeNational Quality Program), Donald C. Fisher (Exec. DirectorMSQPC), Loretta Dale (MSQPC), Mary Bostwick (BNQP), BarbaraFischer (BNQP), Kim Morris (MSQPC).

Pictured left to right:

Apply Today!



Internal Auditor Training--ISO 9001:2000. $395. Provides a detailed reviewof the ISO 9001:2000 Standard, new competency requirements for the inter-nal auditor, how to develop an audit plan, and how to effectively utilize theauditing practices required by the new standard Guidelines for Quality and/orEnvironmental Management Systems Auditing ISO 19011. Memphis, TN.December 2-3, 2004; February 7-8; April 18-19; August 29-30; October24-25; December 5-6

Implementation/Documentation of ISO 9001:2000. $395.Provides a detailed review of eachclause of ISO 9001:2000, therequired documentation for eachclause, examples of proven docu-mentation, and how to effectivelyimplement the ISO 9001:2000Standard using the supportingstandards ISO 9000:2000 and ISO9004:2000 as guidance tools.Memphis, TN.January 18-19, March 7-8, May 4-5, September 19-20; November 21-22

Six Sigma Black Belt Training (Four Weeks) February 14-18;March 28-April 1; April 25-29; May 16-20. In partnership with SmarterSolutions, Inc., Austin, TX. Price includes all materials plus MinitabSoftware. Discount for Chamber members. Call for information.

Six Sigma Green Belt Training (Two Weeks). All materials (includes MinitabSoftware). In partnership with Smarter Solutions, Austin, TX. Discount forMemphis Regional Chamber members. Call for information.

Six Sigma Champion Training (Three Days). In partnership with SmarterSolutions, Inc., Austin, Texas. Covers History and Methodology, Roles andInfrastructure in the Implementation of Six Sigma. Memphis, TN. Discount forMemphis Regional Chamber members. Call for information.

Six Sigma Forum at the Memphis Regional Chamber. January 5, 200511:30 – 1 p.m. Free! Email [email protected] to register

ISO/TR 10017:2003 Guidance on Statistical Techniques for ISO9000:2000. $495 Facilitated by Bob Belcher. Identifies statistical techniquesand their applications for product and service organizations so the processapproach requirement of customer satisfaction through continuous improve-ment in quality, cost and delivery can be met.

ISO 9004:2000 Guidelines for Performance Improvements. $495Facilitated by Bob Belcher. A course on continual improvement that goesbeyond the requirements of ISO 9001:2000 by providing detailed guidance onhow each clause of the ISO 9001:2000 standard can be improved and imple-mented to bring an organization to "world class status", the highest perform-ance level possible.

Courses Offered Upon Request• 1-Day Management Overview Courses in ISO 9001:2000,

ISO 14001, or OHSAS 18001. $295• 2-Day TS 16949 Management Overview. $495• 2-Day ISO 14001 or OHSAS 18001 Internal Auditing Course. $495• 2-Day Potential Failure Mode and Effects Analysis (FMEA) Training. $495• 2-Day ISO 13485:2003 Medical Devices-Quality Management

Systems. $495• 3-Day TS 16949 Internal Auditing Course $795 • 3-Day ISO 14001 or OHSAS 18001

Implementation/Documentation Course. $795• 4-Day TS 16949 Implementation/Documentation. $895• 4-Day Implementation/Documentation of the Integrated

Management System, ISO 9001:2000/14001 or TS 16949/14001. $895.

For Information or to Register. Call 901-543-3530 or 901-543-3500 or email [email protected]

You may also register online at www.msqpc.com.

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

Bob Belcher teaching a course.

New Book on HomelandSecurity Assessment

Donald Fisher, Ph.D, Executive Director ofMSQPC recently authored a book fororganizations to conduct a homeland secu-rity assessment based on Baldrige Criteria.The book was written, according to Fisher,"because of the shocking attack on ourcountry during September 11, 2001".Fisher's involvement in conducting morethan 100 organizational assessmentsbased on the Malcolm Baldrige Criteriasince 1992 prompted him to use thenation’s premier criteria for performanceexcellence to develop a model for his book.

The book has been published by ASQ Quality Press and includes anaccompanying CD-ROM with self-assessment scoring documents andquestions to ask that provide valuable insights when analyzing anorganization's strengths and vulnerabilities against a major terroristattack. Homeland Security Plan and Budget forms are included whichallow assessment results to be transformed into a strategic plan withcosts identified for each objective, strategy, and action item.

Fisher recently introduced the release of his new book during aspeech on Homeland Security Assessments to a group of GlobalCargo Exporters at the National District Export Council (DEC)Conference hosted by FedEx at the Peabody Hotel in Memphis. Inaddition, he spoke on the same topic during the Greater MemphisAssociation for Quality (GMAQ) Lunch and Learn event held at theUniversity of Memphis Alumni Center on October 26th and at theGMAQ/ASQ conference on November 10th held at the FogelmanExecutive Center at the University of Memphis.

To read a free chapter of the book, or to order, visit the ASQwebsite at http://qualitypress.asq.org.


Six Sigma Black Belt Training in Memphis – Register Now!!Next Session (2005) : WEEK 1: Feb. 14-18, WEEK 2: March 28-April 1; Week 3: April 25-29; Week 4: May 16-20.For Special Pricing, call 901-543-3528 or email [email protected] Course Description:

MSQPC has partnered with Smarter Solutions to offer Black Belt Training in Memphis. Smarter Six Sigma Solutions (S4) Black Belts arepractitioners trained in the wise application of Six Sigma tools and strategies. The S4 Black Belt course follows the DMAIC model andteaches the soft skills required to effectively lead projects. The course consists of four 5-day training sessions conducted over fourmonths. Practical application of statistical concepts learned is afforded through case studies, hands on exercises and assigned projectsfollowed each week. Wise application of Six Sigma methods and the selection of the right metric for the right opportunity is emphasizedusing examples from Manufacturing, Development, and Transactional processes. During workshop sessions participants are expectedto work on a project that will produce bottom line results for their organization, achieving certification upon project completion.

Who Should Attend:• This workshop is designed for engineers, business unit managers, program managers and other practitioners who will be conduct-

ing Six Sigma projects.

Objectives:

Participants will learn how to apply statistical methods for business process improvement including how to: • Communicate the benefits of Six Sigma as a business strategy across the organization • Align with management in the deployment of Six Sigma • Build a successful infrastructure for Six Sigma deployment • Integrate Six Sigma with other Lean Manufacturing, Theory of Constraints (TOC) and other improvement

methods • Select and orchestrate successful Six Sigma projects and project teams • Significantly increase profitability through Six Sigma projects • Utilize the right metric to drive the right activity • Plan and execute projects • Select the right statistical tools

Benefits

• Link to business processes--The instructor incorporates frequent reference to business strategy; we "pause and give thought" tobetter alternatives or options, rather than just saying "here are the tools". We look at WISE application of the various tools.

• Hands on examples & exercises--Participants use laptops & MINITAB statistical software with real data sets; they complete exer-cises with catapult, dice, and other tools that make statistical principals accessible.

• Multi Media--Instructors use PowerPoint slides, videotaped material, small group interaction, hands on & computer exercises, par-ticipant binders and text books to keep participants involved.

• S4 project execution roadmap--Black Belts learn statistical methods and leave with a project plan for successful completion. Withinour roadmap we integrate the tools of lean manufacturing for the improvement of cycle times and the reduction of waste withinboth manufacturing and transactional processes.

• Business Metrics--Participants take away S4 original templates that assist in calculating COPQ and other key business metrics.

Black Belt Certification Process

1. Complete Smarter Six Sigma Solutions Black Belt training course

2. Complete a Six Sigma project with at least $150,000 financial benefit

3. Submit project report to include:a. A cover sheet with:

• your company name, your name, project sponsor and Champion/MBB names • financial summary and signature from finance verifying the projected ROI/EVA (developed with finance)

b. A completed project charter c. An Executive Summary stating the problem(s), business reason for the project and overall goals of the project. The summary

will also discuss how the team evolved during the project and any problems or barriers that were encountered and how youresolved them.

d. Project Report following the PowerPoint template provided by Smarter Solutions to include:• Satellite-level Metrics Charts showing performance of KPOVs before and after the improvement phase.• Progression through the DMAIC, milestones at each phase of the DMAIC, a description of the key deliverables and Six Sigma

tools applied• How the tools selected helped the team progress through the problem solving process• Control plan i.e. training plan, how to monitor & measure the performance after you hand it back and what to do if the process

is going out of control. • Remember sustaining the improvements is the most important• Financial summary and how the financial benefits were calculated • Addendum that includes any additional data and detailed analysis that should be saved


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

NONPROFIT ORGU.S. POSTAGE

PAIDMEMPHIS, TNPERMIT #1445

PATS PROVIDES PROCESS IMPROVEMENTFOR THREE DIVERSE ORGANIZATIONS

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

The Process Activated Training System® (PATS) is being used to improve customer rela-tionships, process management, and documentation of "best practices" throughout theworkforce of three diverse organizations.

Houston Community College System (HCCS), one of the largest community col-lege systems in the United States, with campuses located throughout Houston,Texas, held a two-day PATS Workshop on September 13 and 14 for participantswho exhibited "best student service practices" during student registration at var-

ious campuses throughout this large metropolitan system. HCCS uses the PATS Systemto transfer "best practice" student registration initiatives to all campuses throughout theirentire system. These practices include application for financial aid, on-line web registra-tion, course selection and scheduling, student advising, etc. PATS documentation and thedevelopment of "best practice" training scripts will be used throughout HCCS to expeditethe overall student registration at all campus sites and to ensure that all employees and stu-dent workers follow HCCS's best registration practices consistently at all college sites.

The United States Postal Service (USPS), which is theworld's largest organization with over 800,000 employees,

has used the PATS System nationwide since 1998. Two PATS workshops were conduct-ed on October 4th-7th at the USPS William Bolger Center for Leadership Development inPotomac, Maryland, for 50 Subject Matter Experts (SMEs) within the Financial DataCollection division. This group of participants conducts data sampling of mail pieces with-in mail sites each morning for the USPS nationwide. Their data sampling has a hugeimpact on postal pricing because their on-going data is submitted to the USPS Board ofGovernors who oversee and recommend postal pricing based on data collected by thisgroup of employees for the USPS. Over 30 PATS Workshops have been conducted for theUSPS over the past seven years.

Memphis Light, Gas, and Water (MLGW), the second largest three serviceutility company in America, recently hosted a two-day PATS workshop on October 22-23. for 40 of their best practice CustomerService Representatives. MLGW identified these 40 participants as Subject Matter Experts (SMEs) who exhibit notable customerservice practices that could be replicated among all customer service employees throughout their organization. MLGW plans onusing the PATS System to transfer all of their best practice customer service knowledge throughout their entire organization.

Featured above is Kim Morris, MSQPC staff,showcasing the PATS Recognition items thatcan be purchased online by clients.

Documents

MSQPC – A Tennessee Board of Regents Center of Emphasis