[CQE] 품질 정보 시스템 & 리더쉽

품질 정보 시스템 & 리더쉽

 

1. Quality Information System

1) A quality information system(QIS) is an organized method of collecting, storing, analyzing and reporting information

    on quality to assist decision makers at all level.

2) The purpose of an effective QIS is to achieve timely corrective action.

3) QIS 첫번째 고려사항 : 고객에 맞는 정보제공 (누가, 어떤것을 원하는지 NEEDS파악)

 

2. ASQ Code of Ethics for Professional Conduct 

1) Honest and impartial

2) Professional Conduct and Ethics

  ① Quality professionals should be aware of situations in which a conflict of interest could develop

  ②  Examples of potential conflicts of interest include

      . Providing recommendations on the purchase of product while owning stock in the company providing these products

      . Presenting result of an ISO9001 pre-assessment to a client with recommendation to use consulting

        services provided by your company

      . Participating in the awarding of a contract to a private company founded by a professor who also supervises a close

        family member’s graduate program

 

3. Leadership Principles 

1) Leadership Principles and Technique

 ① The leadership role of quality professionals can be complex

 ② If they are to be truly successful

 ③ Motivation subordinates, Developing and maintaining peer relation ships,

     Establishing network for the dissemination of information, Carrying out negotiations,

     Resolving conflicts, Securing and allocating resources, Making decisions, Making effective use of time

 

2) Motivation

 ① Maslow의 요구 단계설

      ; Physiological needs→Safety needs→Social needs→Esteem needs→Self actualization

 ② McGregord의 X-Y이론

      ; Theory X 성악설 , Theory Y 성선설

 ③ Herzbeg의 동기-위생이론

     - Motivator Factors 보상, 성장 à 동기부여 (Job content)

     - Hygiene Factors 정책, 관리, 임금, 작업환경 ▶ 만족 당연, 만족 → 불만족, 동기부여X (Job environment)

 

3) Communication

 ① Important factors always present in motivating subordinates and verbal and written communication skills

 

4) Team

 ①  A participative style of management is the best approach to ensure employee involvement in the improvement

      process

 

5) Team or Project Charter

 

6) Management Support

 

7) Types of Teams

 ① Six Sigma teams, Improvement teams, Project Teams/Task Forces/Ad Hoc Team,

Cross Functional Teams, Self Directed Teams, Quality Circles, Quality Teams

 

8) Team Roles

 ① Leader

     . Some teams have both leaders and facilitators

     . The team leader focuses on team product(the result) and the facilitator is most concerned with the team process

     . Be a good listener

 ② Team Member

 ③ Timekeeper Role

 ④ Recorder (ex) 회의록 작성/배포 목적 : Capture any decisions made

 ⑤ Team size

 ⑥ Team Diversity

 

9) Team stages

 ① Most teams go through four development stages before they become productive:

Forming, Storming, Norming, Performing

 

10) Team Facilitation

 ① Many companies find facilitators useful both for team start-ups and for a variety of other team arrangements

 ② Facilitators are useful in assisting a group in the following ways

 ③ Interpersonal&Communication skill

 ④ The facilitator must avoid

     . Being judgmental of team members or their ideas, comments, opinions

     . Taking sides or becoming caught up in the subject matter

     . Dominating the group discussions

     .  Solving a problem or giving an answer

     . Making suggestions on the task instead of on the process

 

11) Facilitation Techniques

      ; 아이디어 창출기법 – Brainstorming, NGT, Multivoting, Force Field Analysis

 

 ① Brainstorming

   - Brainstorming is an intentionally uninhibited technique for generating creative ideas when the best solution is not

     obvious

   - A facilitator or group leader is necessary for this activity

   - The brainstorming technique is widely used to generate ideas when using the fishbone(cause and effect) diagram

     presented in Primer Section

       . Generate a large number of ideas

       . Free-wheeling is encouraged

       . Don’t criticize

       . Encourage everyone to participate

       .  Record all the ideas

       . Let ideas incubate

       . Select an appropriate meeting place

      *Group size : The ideal group size is 4~10 people

   - Brainstorming does not necessarily solve problem or create a corrective action plan

 

 ② Nominal Group Technique, NGT

   . 그룹내의 영향력 있는 자를 중립화시키고, 참가자 모두 동등한 목소리를 듣기 위해 필요하다

   . 그룹 구성원의 토의나 상호작용을 하지 않고 진행한다. 침묵의 브레인스토밍

   . The nominal group technique was developed at the University of Wisconsin in 1968

   . This technique brings people together to solve problems, but limits initial interaction among them

   . Like brainstorming, no discussion is allowed at this point

   . The chief advantage of this technique is that the group meets formally and yet encourages independent thinking

 

 ③ Multivoting

   . 브레인스토밍을 끝낸 후 선택항목을 반으로 줄여가면서 일련의 투표과정을 거쳐 결정을 내린다

 

 ④ Force Field Analysis

   . 문제상황을 해결하는데 도움이 되는 요인과 방해가 되는 요인을 파악하고 난 후 긍정적인 요인(Driving forces)을 강화

     하고 부정적인 요인(Restraining forces)은 축소

 

12) Conflict Resolution

 ①  Conflict is the result of mutually exclusive objectives or views, manifested by emotional responses such as anger,

      fear, frustration and elation