Qual-IT-yes2012

TEAM MEMBERS:

Sachin Deo – Manager IT (Facilitator)Sudhir Mudaliar – Team LeaderSheetal DeviApikali QaloKelerayani VuliPrity RamJashvir BirRajneel KaranUlaiasi VukinawasawasaRanadi Cula

QUAL-QUAL-IT-IT-YESYES

Code of ConductPunctual – Be punctual in the meetingRespect each others viewCriticize the ideas not the personBe attentive - Pay attention in the

meetingEveryone is equal during circle meeting Maintain a friendly attitudeCarryout assignments on schedule and

meet deadlineDecisions and conclusions should be

made based on facts and dataShare your Ideas openlyQuorum for QCC – 5$1 fine for late comersRole of Secretary to be rotational

QCC Project 2012 Team Qual-IT-yes 2

GANTT CHART FOR QC 2011/12

2011 2012

Task MAR APR MAY JUN JUL AUG SEP OCT MAR APRMAY JUN JUL AUG SEP OCT NOV

Brainstorming session

Prioritise and Finalise problem

Identify Problem Statement

Root Cause Analysis

Data Collection

Review and Analyse Data

Identify Solutions

Presentation to Management

Implement Solutions identified

Collect Data after implementation of solution

Analyse data – to see if desired effect has been achieved

Incorporate as work standard

Prepare for presentation at Internal Convention.

02

NOV


Plan-Do-Check -Act


Identify Problem / Define Problem’s Root CauseIdentify Solution CriteriaIdentify Alternative SolutionsEvaluate SolutionsSelect SolutionDevelop Implementation Plan

Identify Problem / Define Problem’s Root CauseIdentify Solution CriteriaIdentify Alternative SolutionsEvaluate SolutionsSelect SolutionDevelop Implementation Plan

Implement Solutions:Begin Implementation

Plan (including DataCollection).

Conduct Training.

Implement Solutions:Begin Implementation

Plan (including DataCollection).

Conduct Training.

Analyze data collected.

Did Solution have Desired Effect?

Analyze data collected.

Did Solution have Desired Effect?

Try a Different Solution?or…Incorporate as Work StandardAnd Identify Next Opportunity

Try a Different Solution?or…Incorporate as Work StandardAnd Identify Next Opportunity

Tools and Technique UsedBrainstormingDecision MatrixCheck SheetsFish Bone DiagramPareto Chart


PLAN


Problem Selection: Brainstorming

1. Poor Customer Service2. Punctuality of Staff3. FNPF not releasing more than

$2000.4. No proper Customer Database5. Low Student Retention6. Lack of space7. Unhygienic restrooms8. Unsuccessful industry visit9. Demand for Professional training not

met10. Payment complaints11. Deferment of courses12. Inadequate training equipment


Selection of the Main ProblemA check sheet was handed out to

all the members to rate the problems.

The data was analyzed and the problems were ranked. For the data click here.


DECISION MATRIX


Problems TotalRankLow Student Retention 29 1Poor Customer Service 40 2Punctuality of Staff 51 3No proper Customer Database 57 4FNPF not releasing more than $2000. 58 5Unhygienic restrooms 62 6Inadequate training equipments 64 7Unsuccessful industry visit 71 8Payment complaints 79 9Lack of space 80 10Demand for Professional training not met

81 11

Deferment of courses 82 12

Rating on a Scale of 1 -10 (1 - Highest Priority 10 - Least Priority)

MOST CRITICAL PROBLEM FROM DECISION MATRIX

Low Student Retention.


Problem Statement

The participant numbers in the trainings are low due to low student retention rates.

Identification of Root CauseBrainstorming, was used to list

down the causes Causes were then placed in the

Fishbone Diagram.


Ishikawa Diagram


Outcome16 causes were identified using

the Ishikawa Diagram. The 16 causes were put on a

check sheet and feedback from the students were gathered.

Using the frequency the pareto chart was developed. From the Vital few, the root cause was decided through a consensus between the members.


Pareto Chart – Before Implementation


Root CauseAfter analysing the vital few

causes, the team came to a consensus that the root cause is:

Lack of awareness on training programs.


Potential Loss incurred due to Lack of Awareness on Training ProgramsStudent retention rate = returning students overall number of students.

There was a 4% decrease in student retention rates from 2010 to 2011. Comparatively the revenue lost was $14,625.


Particulars 2010 2011

Total Number of Enrolments 800 750

Total Number of Students 420 350

Total Number of One Time Students 349 378

Total Number of Returning Students 100 70

Retention Rate 24% 20%

Returning Student Revenue $ 199,645.00 $ 185,020.00

Intangible CostsStress to staff on not achieving

their participant number targets.


TargetIncrease in student retention rate

by 5% by September 2012.


SolutionsBrainstorming was done by the

members to list down the solutions and later the Ishikawa diagram for solutions was generated.


Ishikawa Diagram (Solutions)


SolutionsDevelop a career pathway.Develop a standard DIT Student

orientation presentation to be used as a mandatory introduction in all trainings

Install a new LCD monitor in the reception to display the new programs, upcoming programs, pathways

Develop new programsDevelop modular programs in

conjunction with other department


Cost of ImplementationCost of LCD - $400Time for Creating Pathway

10hrs x $16 x 1 = $160

Time for Creating Trainer Orientation10hrs x $16 x 1 = $160

Time for Creating and Updating Info for the monitor slideshow6hrs x $16 x 1 = $96 (Creating)4hrs x 12 months x 16 x 1 = $768

(Updating)QCC Project 2012 Team Qual-IT-yes 25

Cost of Implementation (cont’d)Time for Developing and Reviewing

New Programs140hrs x $16 x 5 = $11,200 (Creating)22.5hrs x $16 x 5 = $1,800 (Updating)

Total= 400 + 160 + 96 + 160 + 96 + 768 + 11,200 + 1,800 = $14,680


DO


SolutionsDevelop a career pathway.


SolutionsDevelop a standard DIT Student

orientation presentation to be used as a mandatory introduction in all trainings


SolutionsInstall a new LCD monitor in the

reception to display the new programs, upcoming programs, pathways


SolutionsNew Programs Developed for 201243 New Programs were developed

and offered in 2012.Course List

One Modular program offered in partnership with Department of Productivity and Quality. We offered MS Project module in their 7 module Project Management Course.


CHECK


Pareto Chart (After Implementation)


Results/ Achievements


There is an increase of 31%There is an increase of $212,240.00. This huge increase was due to mainly short courses students returning to do TAFE Diploma of IT.

BEFORE

2011Student retention rates : 20%

The revenue from the returning students :$185,020.00

AFTER

2012Student retention rates : 51%

The revenue from the returning students :$397, 260.00

Results/ Achievements (cont’d)

BEFORE

2011

The returning student numbers :

70

AFTER

2012

The returning student numbers :

249


There is an increase of 179 participants.

Results/ Achievements (cont’d)


BEFORE2011

Returning students revenue makes up 19.2% of total revenue of the Suva Centre. = 185,020/962,488.90 x 100

= 19.2%($962,488.90 is DIT Suva Centre’s Total Revenue as per 2011 Annual Centre Report)

AFTER2012

Returning students revenue makes up 83.2% of total revenue of the Suva Centre. = 397,260/477,688.36 x 100

= 83.2%($477,688.36 is DIT Suva Centre’s Total Revenue as at September 2012 as per DIT Suva Centre September Report)

There is an increase of 64%.

Results/ Achievements (cont’d) As per the student feedback

questionnaires distributed to participants:


BEFORE AFTER5% of the students chose information availability as the reason for coming back for a training

20% of the students chose information availability as the reason for coming back for a training

8% of the students chose career pathway as the reason for coming back for a training

20% of the students chose career pathway as the reason for coming back for a training

0% of the students chose Class orientation/introduction as the reason for enrolling for any other course

8% of the students chose Class orientation/introduction as the reason for enrolling for any other course

Detailed questionnaire analysis is here.

Actual Courses Conducted 58% of the courses conducted as at 30

September 2012 are from the new programs developed as a solution to this project.


Results - 3 Year Trend


Particulars 2010 2011As at

September,2012

Total Number of Enrolments 800 750 950

Total Number of Students 420 350 490

Total Number of One Time Students

349 378 241

Total Number of Returning Students

100 70 249

Retention Rate 24% 20% 51%

Returning Student Revenue $

199,645.00 $

185,020.00 $

397,260.00

Qual-IT-yes had a target of increasing the student retention rate by 5% by September 2012. There is an increase of 31% in the student retention rate as at September 2012. Click here for the data.

Pareto Chart Analysis


BEFORE AFTER

Detailed Root cause data analysis and after implementation data analysis is here.

Intangible BenefitsTrainers confident with the use of

the new slides and the participants are better informed

More time for staff to prepareLCD gives the reception a more

modern look


ACT


Acts/StandardizationCareer pathway to be available

to every participant.

Student Orientation Presentation made mandatory for all the trainings offered by DIT. It has been incorporated in the lesson plans of ALL DIT courses.


ReviewThe content which is displayed in

the reception is reviewed weekly to update the information of upcoming programs.

The programs developed are also reviewed on an annual basis to maintain the currency of the program to the industry and technology. This is done in the annual DIT Planning week.


ChallengesMost of the members are trainers

so the attendance was a major problem. Members also had difficulty working on the tasks assigned due to classes.

QC knowledge was lacking because no refresher training was provided.


Summary - ROI

Returns = Revenue - Expenses= $397,260 – $331,050= $66,210

ROI = Returns/Investment

= 66,210/14,680= 451.02%


Achievements SummaryThere was an increase in :

Student Retention Rate by 31% in 2012

Increase in Returning Students Revenue by $212,240.00

Returning Students Enrollments Increased by 179 enrolments

Returning Students Revenue in relation to Overall Revenue increased by 64%

Overall Student Feedback was positive in 2012

58% of courses conducted at DIT Suva Centre were new courses.


As per the results, the project was a huge success!

Testimonials


Student Testimonial

Next ProjectNext project to be decided by the

team.


Qual-IT-yes2012

Business

Transcript of Qual-IT-yes2012