ASQ Section 1110 Community Outreach: Empowering the Community

– Enabling the Quality Profession

MAL

Back story

• How to engage diverse members and make a presence in the community?

• How to show others in the community that the quality profession is a vital part of the business landscape?

Quality Profession in Crisis

Quality Profession in Crisis

• QA ≠ QC

• QA ≠ 6σ

• QA ≠ Inspection

Viability

Started through a conversation with Lloyd Barker.

Try something new.

Director, Corporate Quality, Alcoa---

Member of ASQ Board of Directors

Section 1110 Community Outreach

• Not like other section’s approach to community outreach

• Use our quality skills to make Charlotte a better community

Community Outreach

Many ASQ Sections do perform outreach to support their community and provide another way for members to participate in ASQ events

We wanted to find outreach opportunities that demonstrate the value of our profession

MABNC

• What they do?• How they do it?• What are they trying to accomplish?

About Metrolina Association for the Blind

MABNC is a private North Carolina non-profit agency that has provided services to blind and visually impaired people since 1934.

Service area

MABNC Services

The Metrolina Association for the Blind provides two main services:

(1) Personal Adjustment and Rehabilitation Services (PAR) helps people who are blind and visually impaired learn techniques of daily living and ways to increase their independence.

(2) Accessible Braille Services (ABS): the Braille, audio CD, and large print transcription operation.

Personal Adjustment and Rehabilitation Services

Rehabilitation specialists develop work closely with clients in order to implement a program tailored to the individual.

An RAS program includes services such: •Case Management•Counseling•Vision Rehabilitation Therapy•Orientation and Mobility (travel training)•Low Vision Services•Support Services•Fees and Co-Pays

As well as services such as an aids and appliances store, transportation, and individual counseling.

Accessible Braille ServicesMABNC developed their Accessible Braille Services to help businesses interact with their vision impaired clients .

Over time, the Accessible Braille Services has developed into an income stream, as public utilities and other businesses engaged MABNC’s services to provide monthly statements and other correspondence for their vision impaired customers.

ABS is the income stream that supports the services that MABNC provides to the vision impaired local community.

Accessible Braille Services

Customers:financial, utilities, and telecomms

mailedstatements

for the vision impaired 18,000/ month

Accessible Braille Services

Section 1110 Outreach

• What are we doing?• What are we finding?

As - is

Problem Statement

Problem StatementWhile MAB has developed some QC checks and methods, they would like the ASQ’s help to:

1) ensure that their inspection methods are sound,

2) deploy statistically valid methods to ensure that their sampling plans are effective

Challenges to Community Outreach

– Finding time during Working hours– Identifying clients who can use ASQ’s help– Matching team skill set to client’s needs

What are the benefits to ASQ members?

– Mentor / Mentee– Visibility personal / professional– Betterment of the community– Project work– Gain experience– Work with peers– Run in different social circles– Others understand our profession’s value– Being part of something bigger titan myself

Professional Mentoring

Get NoticedYou

Your businessOur profession

Personal Branding

Community Building

Be part of something bigger than yourself

Gain experience

Work with peers

Meet new people

Help other understand the relevance of the

quality profession

Client GoalMAB wants to ensure the highest quality services for their Statement Rendering Services through the use of process controls and root cause analysis.

Problem StatementWhile MAB has developed some QC checks and methods, they would like the ASQ’s help to 1) ensure that their inspection methods are sound, 2) deploy statistically valid methods to ensure that their sampling plans are effective

Electronic data

Hard Copy data

Processing

Braille

Large Print

Audio

70%

30%

Accessible Braille Services

The MABNC’s mission “is to reduce or eliminate the daily living problems imposed upon people by blindness or severe visual impairment.”

Their Accessible Braille Services was developed to help their vision impaired clients interact with their environment. Over time, the Accessible Braille Services has developed into an income stream, as public utilities and other businesses engage MABNC’s services to provide monthly statements and other communications for their vision impaired customers.

A few of MABNC’s larger customers do require a monthly service quality report. The team at MABNC developed a manual inspection process, where they take a representative sample of their month’s work and inspect for several key quality indicators. See Inspection Sheet (fig 3). The results of this inspection process are rolled up into a quality performance scorecard (fig 4) and reported to the appropriate customer.

Our Project Deliverables

1Help ensure that MABNC appropriate quality checks and methods.

2Ensure that their sampling plans are statistically valid

3Help to identify opportunities to automate the quality inspection and data collection process.

4Develop quality reports that identify service quality performance and highlight areas that may benefit from corrective action.

M&M MarsQuality

The consumer is our boss, quality is our work and value for money is our goal.

Our company is dedicated to the highest quality in all the work we do. Quality is the uncompromising standard for our actions, and it flows from our passion and our pride in being part of the Mars community. Quality work, which results from our personal efforts, is the first ingredient of quality brands and the source of our reputation for high standards.Responsibility

As individuals, we demand total responsibility from ourselves; as Associates, we support the responsibilities of others.

We choose to be different from those corporations where many levels of management dilute personal responsibility. All Associates are asked to take direct responsibility for results, to exercise initiative and judgment and to make decisions as required. By recruiting ethical people well suited to their jobs and trusting them, we ask Associates to be accountable for their own high standards.Mutuality

A mutual benefit is a shared benefit; a shared benefit will endure.

We believe the standard by which our business relationships should be measured is the degree to which mutual benefits are created.

These benefits can take many different forms, and need not be strictly financial in nature. Likewise, while we must try to achieve the most competitive terms, the actions of Mars should never be at the expense, economic or otherwise, of others with whom we work.Efficiency

We use resources to the full, waste nothing and do only what we can do best.

Our strength lies in our efficiency, the ability to organize all our assets – physical, financial and human – for maximum productivity. In this way, our products and services are made and delivered with the highest quality, at the least possible cost, with the lowest consumption of resources; similarly, we seek to manage all our business operations with the most efficient processes for decision making.Freedom

We need freedom to shape our future; we need profit to remain free.

Mars is one of the world’s largest family-owned corporations. This family ownership is a deliberate choice. Many companies began as Mars did, but as they grew larger and required new sources of funds, they sold stocks or incurred restrictive debt to fuel their business. To extend their growth, they exchanged a portion of their freedom. We believe growth and prosperity can be achieved another way.