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I. INTRODUCTION a. Product/Service Quality:

1 I. INTRODUCTION a. Product/Service Quality Need to deliver a quality product/service Need to improve process productivity Need to prevent production/service problems and product defects Need to join your daily work and improvement work Need to stress that improvement of the process is everyone’s job, and not focus on the results

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2 I. INTRODUCTION b. Proactive Prevention Process Improvement and Control by Statistical Process Control (SPC) Product and/or Process improvement by Design of Experiments (DOE) Product and Process Design by Robust Parameter Design (RPD): 1. Product and Process Designed Together 2. Design insensitive to manufacturing variation 3. Product insensitive to user’s misapplication

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3 I. INTRODUCTION c. Directed Creativity “Creativity is the connecting and rearranging of existing knowledge to generate new, often surprising, ideas that others judge to be useful.” (Paul E. Plsek, Creativity, Innovation, and Quality , 1997, American Society for Quality (ASQ), Milwaukee, WI) Creative thinking requires that we focus our attention to do something different (for example, the Apple mouse was innovative – a practical application of a creative idea – because it significantly improved the user interface – not computing speed or power)!

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4 I. INTRODUCTION c. Directed Creativity, Continued Plsek defines three fundamental principles as the basis for creative thinking Attention (new mental model) – something different: cellular phones for photos, activity-based costing, “I-pod”, etc. Escape (new mental process) – e.g. mental escape by affinity process: forces you to diverge your ideas and then converge them; also change seating arrangement, or put your head down Movement (new location) – for example, the use of “Retreats”: getting away from the usual workplace for dialogue (note – not discussion). Another example is brainstorming – keep moving.

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5 I. INTRODUCTION c. Directed Creativity, Continued New Mental Model – System Thinking A conceptual framework of the whole a. Connections b. Relationship c. Interactions Studying the whole to understand the parts Understanding the system

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