Presenting on the annual Control Systems Integrator Association 2011, Orlando, Florida, USA
Subject: What is the definition of quality, according to you, your customer and the CSIA.
Business Model Canvas (BMC)- A new venture concept
How to spell Q.U.A.L.I.T.Y.
1. How to spell … QUA-LI-TY
… a Babylonian challenge?
Henk-Jan Scholman
2. So how do you spell it ?
Q.U.A.L.I.T.Y
K.WA.L.I.T.E.I.T (Dutch)
Q.U.A.L.I.T.Ä.T (German)
Q.U.A.L.I.T.É (French)
Q.U.A.L.I.T.À (Spanish)
C.A.L.I.D.A.D (Italian)
K.V.A.L.I.T.E.T (Swedish)
(Hindi)
14. Example: best windmill ever built!!
Is it dependent on circumstances?
African circuit breaker
15. Example: best windmill ever built!!
Is it a personal perception?
William Kamkwamba’s windmill provided power:
• for a lightbulb, so he could study in the evening
• for a pump to provide water from a well
“A windmill meant more than just power,…
…it was freedom!”
23. Example: BMW vs. Ducati
Received:
• paint flaking
• nuts and bolts rust
• leaking oil and petrol
• excellent road holding
Received:
• paint flaking
• nuts and bolts rust
• dash not waterproof
• good road holding
24. Example: BMW vs. Ducati
Quality:
• disappointing !!
Quality:
• satisfactory !!
HOW COME!!!???HOW COME!!!???
25. Example: BMW vs. Ducati
Expected:
• high build quality
• very reliable
• good road holding
• expensive A-brand
Expected:
• moderate build quality
• moderate reliable
• excellent road holding
• expensive A-brand
26. Example: BMW vs. Ducati
Quality:
• disappointing !!
Quality:
• satisfactory !!
One had to go…One had to go…
28. Now we know what quality is about…
Do we care about it?
Why would you?
29. Why do we care about quality?
“Do your job well and
the customer will come back for more”
Jan Hollander
It is about customer satisfaction!
30. What is customer satisfaction?
Q = R ≥ X
Q: Quality
R: Received
X: Xpected
31. Easy to achieve customer satisfaction
Q = R ≥ X
•Raise R
•Lower X
•Find other customer…
32. Be reliable!!
Make sure that:
there’s no misunderstanding on what is going to be
delivered
you can meet that expectation!
Easy to achieve customer satisfaction
38. Why would you want it?
What will it add to other quality labels?
•The CSIA quality criteria are specific for our kind of business
•These criteria are objective, not a personal interpretation
•Goes beyond your technical skills
You say you’re good…
…but how good are you?
39. What is certification about?
Certification audit covers:
Personnel & Organization
Commerce
Finance
Project management
Design, built and maintenance
Quality control
40. Summary Company Benchmark Pass
Score
Level
3
Level
2
Level
1 Req't
1 GENERAL MANAGEMENT 38 22 25 31
2 HUMAN RESOURCES MANAGEMENT 54 31 39 44
3
MARKETING, BUSINESS DEVELOPMENT and
SALES MANAGEMENT 43 26 33 40
4 FINANCIAL MANAGEMENT 43 24 32 35 28
5 PROJECT MANAGEMENT 58 44 49 54 43
6 SYSTEM DEVELOPMENT LIFECYCLE 23 17 18 19 15
7 SUPPORTING ACTIVITIES 31 21 27 31 25
8 QUALITY ASSURANCE MANAGEMENT 24 16 18 23
300 201 241 277 235
Benchmark levels
Depends on size of SI
minimum requirement
The CSIA Report
41. Our organizational strengths and weaknesses
Based on the report you can improve your
organization step by step
In our case: focus on risc management and
handover to technical service and maintenance
What we learned?
42. Why you would want it?
You said you were good…
…and now we know!
What’s next?
43. Just imagine ….
… you have this production line up and running…
How to benefit? Ask your customers...
44. …but it’s life hangs by a thread …
… that one network connection that’s a bit loose
… that one technical specialist who’s on a holiday
… that spare part that’s no longer available
… that supplier that went out of business
… that PLC program that should have had a back-up version
… that 24/7 service that can’t be reached
… just how solid is your
system integrator?
45. Just imagine ….
… you’ve got a major project to take on…
How to benefit? Ask your customers...
46. … and it stands or falls with …
… a clear risc analysis
… accurate cost monitoring
… the available knowledge
… the availability of specialists
… people that think along with you
… proper documentation
… just how solid is your
system integrator?
47. Is your system integrator …
… financially healthy?
… well organised?
… technical skillful?
… reliable in every way?
… a partner in production automation?
… a company with vision?
… CSIA certified?
How to benefit? Ask your customers...
48. Your customer ‘s benefits…
He can buy quality labeled cabling anywhere
He can buy quality labeled components anywhere
… but where to buy a quality
solution???
49. Your customer ‘s benefits…
He can buy quality labeled cabling anywhere
He can buy quality labeled components anywhere
… but where to buy a quality
solution???
51. A worldwide quality label
…going abroad can be tricky …
…so why take any risc?
Find a partner that knows…
…how to spell QUA-LI-TY !!
52. So how do you spell QUA-LI-TY ?
Q.U.A.L.I.T.Y
Q.U.A.L.I.T.Ä.T (German)
Q.U.A.L.I.T.É (French)
Q.U.A.L.I.T.À (Spanish)
C.A.L.I.D.A.D (Italian)
K.WA.L.I.T.E.I.T (Dutch)
K.V.A.L.I.T.E.T (Swedish)
(Hindi)
ALL WRONG!!
Welcome
We’re going to talk about quality, no surprise
No expert
No hard figures in this presentation…
… not even a graph!
Maybe there’s nothing new: that’s good, you’re on the right track!
… maybe it’s an eyeopener: that’s even better
But at least you’ll learn how to spell quality
Here we go!
Anyone?
Who has a Mercedes?
Why?
Save and sensible, what you see is what you get, no-nonsense
Ikea
…. Alfa Romeo car museum…
… stunning car designs
… Toyota…
LEAN production
Someone?
Cannabis?
If it aint Dutch, it aint much!
Not cheap! Value for money.
Cost efficient
Where do you suppose this windmill park is located?
US? Germany? China? Why not? Sure?
Built from scrap materials
Best circuit breaker available!
William ‘s achievement was noticed and
made him famous
got him a scholarship
inspired others with hope
brought prosperity to him, his family and the village
William nowadays continues to work on similar kind of projects where creativity and technical knowledge are put to use
Do It Yourself!
What’s expected is often written down in a specification
What’s to be delivered is often written down in a quotation
What’s not written down … there lies your risc AND your opportunity!
Are there any motorcycle enthusiasts present?
If your shed is as big as an American bathroom …
Strange thing is …. I chose the BMW over the Ducati and rode almost 90.000 miles on it before I sold it…
Here ‘s were I’m trying to fix the exhaust after it came loose during a track day..
… it had done over 60.000 miles by then…
… now, when I look back, I think it’s the best bike I’ve ever owned
Beware of the ambitious salesman!
… hard to satisfy a customer that has unrealistic high expectations…
A customer will accept 1 or 2 times a small dissapointment if you have good reasons, if it will benefit him as well: will reduce his risk ie. Production loss
… even for the guy on the shop floor
… not always true, but it does the trick…
… especially dangerous in software: a sexy GUI doesn’t mean it’s good…
… give me two of every tool!
… invest in your people! Educate and train them.
Make sure there’s no excuse for a lousy job!
That’s why these labels exist
… you can’t think of any business or product that doesn’t have some kind of quality label
Does anyone recognise one of them?
If you’re not familiar with these…. They are meaningless
… but that´s what you can learn here today: what ‘CSIA certificatied’ stands for
Your customer needs a solution…
… even if he orders a light bulb….
… it is because he needs light in a dark place
… not because he needs a light bulb