Exercises CONTINUOUS PROCESS IMPROVEMENT = 154 the same survey instrument, has increased from 62% in 1996 to 96% in 2001 and ex- ‘ceeds the highest score in the survey's databank (89% in 2001). PRSD's overall staff and faculty satisfaction rate, as measured using a recognized na- tional survey, has increased over the past four years from 89% to 98% for staff and 86% 10.96% for faculty. These results exceed the survey databank’s highest reported score for overall faculty and staff satisfaction combined (the composite faculty/staff satisfaction benchmark is 89%). PRSD uses curriculum maps, developed by teams of teachers and senior leaders, to align its entie K-12 curriculum to state and national standards and to align instruction within and across all grade levels. These maps, which detail the content area covered as well as the method of instruction and assessment techniques used, are adjusted quar- terly based on data analyses and through benchmarking the beSt practices of other school districts. PRSD has a systematic nine-step process for strategy development at the district level, executed by the Board of Education and the Administrative Council. PRSD's ed- tucational design and delivery process uses a PDSA cycle to systematically plan, priori- tize, design, and pilot new educational programs before they are introduced widely. 1. List various techniques to sustain continuous improvement, 2, Working as an individual or in a team of three or more people, evaluate one of more of the following organizations concerning their use of the Juran Trilogy. (a) Large bank (b) Health-cate facility (©) University academic department (@) University nonacademic department (@) Large department store (Grade school (g) Manufacturing facility (h) Large grocery store 3. Using product such as @ house, machine, or car, give an example of the four im- provement strategies. 4. Give an example of the use of the PDSA cycle in your personat life and in yor ‘work experiences. 5, Select a problem in one of the processes of your daily life and use the seven. phases to solve it.PERFORMANCE MEASURES 203 6. Construct a Pareto diagram for the analysis of the following purchasing depart- ‘ment quality costs of a major airline: ‘Element Dollars (Thousands) Supplier review (13) 10 Supplier rating (1.3) 5 Specification review (1.3) 2 Supplier quality planning (1.3) 5 Receiving inspection (2.1) 95 ‘Measuring equipment (2.1) 60 Qualification of supplier product 2.1) 5 Source inspection (2.1) 5 Material reject @.2) 120 Material replacement (3.2) 180 Supplier corrective action (3.2) 83 Rework of supplier (3.2) 5 7. Construct a trend analysis graph for the quality cost categories and the total (Quality cost data for a wheelbarrow manufacturer as a percent of net sales are as follows Year Prevention Appraisal i 02 26 2 06 25 3 12 28 4 12 W 5 10 13 Internal External Failure Failure 37 33 40 34 18 47 36 18 12 os206 + CHAPTERT 12, Preparea short-range trend chart ofthe operations appraisal cost/production cost ratio using the following data, Operation Appraisal Production Costs ‘Month Costs (Thousands) (Thousands) Jan, 510 $100 Feb, $13 7 $120 Mar. 39 $115 April si $145 May so $125 June $8 $95 July $8 $105 ‘What information does the chart give? Suggest additional information that could be valuable. 13, Using the sample self-evaluation for the construction industry, design a similar instrument for one of the organizations listed in Exercise 1. 14, Working in a team of three or more people, visit one of the organizations listed in Exercise 1 and conduct an assessment of their TQM performance using the self-evaluation developed in Exercise 13.