Variation in Quality by Hospital Characteristics: True or ...
Planning for the Quality Team of the Futureeservices.personalcarecouncil.org/Science/15SS/... ·...
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DISCOVER WHAT YOU LOVE™
Planning for the Quality Team
of the Future
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ABOUT MARY KAY
America’s Best
Selling Beauty
Brand, Best
Beauty Website
and Best Beauty
digital app
Enriching
women’s lives by
offering one of
the world’s
leading business
models for
entrepreneurs
looking for more
time, money and
flexibility.
Core Values • Golden Rule
• Go-Give Spirit
• Make Me Feel Important
• Balanced Priorities
• God First
• Family Second
• Career Third
2014
Global Annual Sales
USD $4+ BILLION
5,000+ Mary Kay
employees support over
3.5 million independent
beauty consultants.
Women’s
shelters received
over $3 million in
grants from the
MKA Charitable
Foundation
Operates
in 35+
countries
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Planning for the Quality Team
of the Future
TIM PARRENT
MARY KAY, INC.
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CHALLENGES FACING QUALITY
Tools/Technology
• Advancing and accelerating
• Data is growing and is readily available
Globalization
• Communication is 24/7
• Process/procedure/method variation
Quality Professionals
• More is expected/demanded
• Matrix management/cultural differences
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CORPORATE STRATEGY MAP
Planning for the futures requires understanding the company’s strategy and your part in it.
Financial
Customer
Internal Processes
People & Tools
Mission
Vision
Goals
Values
Manage
Profitability
Invest in
Infrastructure
Increase
Sales
Launch New
Products
Improve
Efficiencies
Adaptive
Organization
Core
Competencies
Leverage
Technology
Strengthen
Culture
Improve Core
Processes
Set Global
Standards
Goals Goals
CO
RE
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CASCADING OF GOALS
Company goals should cascade down to
the individual contributor.
Company
Division Goals
Unit Goals
Department/Team Goals
Individual Goals
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LINE OF SIGHT
Employees should have a line of sight
from their personal objectives to the
company goals.
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PUTTING IT ALL TOGETHER
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OPPORTUNITIES FOR IMPROVEMENT
The Quality Team of the future must…
Tools/Technology • Keep up and integrate systems
• Transform data into information that is actionable
Globalization • Speak the same “language” clearly and concisely
• Have one best way where possible o Think global, act local
Quality Professionals • Evolve from technical experts to business
partners, collaborators and leaders
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PLANNING FOR THE FUTURE
Let’s look at two of the core areas of the strategy
map.
Financial
Customer
Internal Processes
People & Tools
Mission
Vision
Goals
Values
Manage
Profitability
Invest in
Infrastructure
Increase
Sales
Launch New
Products
Improve
Efficiencies
Adaptive
Organization
Core
Competencies
Leverage
Technology
Strengthen
Culture
Improve Core
Processes
Set Global
Standards
Goals Goals
CO
RE
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ADDRESSING THE CHALLENGES
What are the current resource gaps and needs related to Internal Processes in your group? What goals do you have?
Internal Processes
Goals
Improve
Efficiencies
Improve Core
Processes
Set Global
Standards
Goals Goals
Globalize test
methods and
procedures
Standardize
investigation
process and
reporting
Document global
standards for
water, air and
storage conditions
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ADDRESSING THE CHALLENGES
What are the current resource gaps and needs related to People & Tools in your group? What goals do you have?
People & Tools
Goals
Adaptive
Organization
Core
Competencies
Leverage
Technology
Strengthen
Culture
Goals Goals
Utilize new
thermostat
technology to
track temp.
and humidity
Set KPIs
across sites
and have joint
meetings to
report results
Document
competencies for
each job code
leveraging talent
and technology
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MAKING IT PERSONAL
S – Specific
M – Measurable
A – Attainable
R – Realistic
T – Timely
Create SMART goals ensuring the line of sight
Make goals part of the annual performance review
and implement a cadence of accountability with
regular progress updates
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MAKING IT SMART
Document competencies for each job code in
Quality in a standardize format
# of competencies completed / # of distinct job
codes = % competencies completed
Utilizing SMEs
Utilizing resources
End of Q3/monthly status reports
S
M
A
R
T
SMART example: Job Competencies
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DEFINING SPECIFIC GOALS
Specific Goal Example: QA Manager
• Goal: Document competencies for each job
code in QA by the end of Q3 utilizing SMEs and
available resources
• Metric: # of competencies completed / #
of distinct job codes = % competencies
completed
oHigher % is better
• Status: Due 7th of each month
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PROCEDURE ALIGNMENT
Brief Case Study
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PROCEDURE ALIGNMENT
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BACKGROUND
~2500 controlled documents that were out of control
Numbering system was not intelligent
Company at risk due to conflicting information
Needed a quality management system to govern our one global standard
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BACKGROUND
Quality Manual
Procedures
Work Instructions
Forms and Records
Quick Reference Guides
Establishes Quality Commitment
Describes Who, What, When
Describes How
Provides Evidence
Assists with Training
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OBJECTIVE
Align procedures with
the recognized quality
management system
Create framework for
one global standard
taking into account
global markets with
varying requirements
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STRATEGY
Find a recognized
model used by multi-
national companies
Used Quality System
Inspection Technique
(QSIT) and ISO
22716 as a guideline
to help shape QMS
framework
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STRATEGY
Brief description of each system.
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EXECUTION
Created teams to begin reviewing and aligning old procedures to new framework
Challenged the existence of many procedures (Why was it needed)
Worked with key markets to translate SOPs
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RESULTS & METRICS
78% reduction in procedures
Core procedures written and translated
into major languages (Mandarin,
Portuguese, Spanish, Russian and
Korean)
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KEY LEARNINGS
Share vision and follow-up frequently
Utilize work already done
Use best practices, think global application
Improve execution through active review of
work products and clear communication
Translation does not guarantee acceptance
or understanding
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FUTURE BEGINS WITH YOU
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CREATING EMPOWERMENT
Empowerment
Common Purpose
Foundation of Trust
When you start with a foundation of trust, you create the opportunity for a shared common purpose which in turn creates empowerment for employees.
Know the context and have good
communication to make informed
decisions
Working together to
achieve a shared goal
Built on honesty,
integrity, respect
and care for others.
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LOOKING TO THE FUTURE
Keep your eyes on the goal.
Make adjustments as needed.
Take it one step at a time.
Celebrate success along the way!
What is the plan for your team?
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DISCOVER WHAT YOU LOVE™
TIM PARRENT
MARY KAY, INC.