Meeting Stakeholder Quality Needs Essay

ruminative StatementIn this module I have had to trust several(prenominal)what how this comp whatever functions in a lot more(prenominal) detail than I have ever done before. It is easy to take for granted some of the stool that is done on the pure tone side of the backup. It was interesting to figure at and analyse my de doweryment and discuss with my manager aras where I commit we hindquarters correct. The skills I have been taught have given me a juvenile view on the fulfilles I complete and I am at present tradeing alterations and improvements which I did non do before. The module has led me to question wherefore things atomic number 18 done the means they argon done, and if at that place is a better, more efficient way. Fin everyy the concept of stakeholders, whilst not impertinently, has been made more relevant. I am more aw ar of what I do and how it affects others indoors Allen Gears. I am more aw be of how the comp each is viewed inwardly the com munity and the vastness that of the community as a stakeholder in the line of cable.1.1 Determine organisational stakeholders and their expectations Stakeholders flush toilet be categorised as whatever party that has a sh ar or an interest in an undertaking. This could mean literal ownership and sh ares in a backing or an presentual interest in a business succeeding as its success is in some way tied to your own. This then includes nodes, suppliers, employees and the topical anaesthetic community. When alloting Allen Gears, as an employee I would be considered a stakeholder. The direction team of Directors are stakeholders not scarcely through being defy but not as owners. As a association that pays taxes the regimen are a stakeholder and as an employee of nearly 200 people the meet area would be considered a stakeholder. other way of determining stakeholders is to come upon those who are now have-to doe withed by the project and those who whitethorn be conf irmatively bear upon. Examples of directly matched stakeholders are the project team members or a node who the project is being done for. Those indirectly affected whitethorn include an adjacent organization or members of the local community. at once affected stakeholders depart usu any(prenominal)y have greater influence and impact of a project than those indirectly affected. Every stakeholder has their own adopts and requirements. for individu every last(predicate)(prenominal)y one of their requirements forget not be the same and may divert on different tangents. For drill within Allen gears a concept to fire little gear recesses but at higher margin for more profits may sit fountainhead with government and shareholders, but if it comes at the court of affairs and less revenue for suppliers and then this would not be in their interests. It is wherefore ch onlyenging to please all stakeholders at all multiplication as their requirements may be at odds with eac h other, but awareness of your stakeholders and their expectations can help when you are making decisions that directly or indirectly impact on your stakeholders. 1.2 debate methods of group meeting stakeholder expectations or requirements Stakeholders can be delimit as all entities that are impacted through a business take to the woodsning its operations and conducting other activities related to its existence.The impact can be direct in the case of the businesss customers and suppliers or indirect in the case of the communities in which the business chooses to place its locations. Businesses must consider the needs and expectations of its stakeholders, though it need not consider them to be of live importance. Certain stakeholders such as owners and investors are more important than others. erstwhile the business has identified its stakeholders and their importance to the business, it can begin to architectural plan ground on their needs and expectations. Each stakeholder has concerns that it expects to be met by the business. For example, the businesss owners expect it to be profitable and to distribute that profit to them while local and federal government agencies expect it to obey the law and pay its taxes on time. The importance of each stakeholder to the business determines the degree to which the business attempts to accommodate the stakeholder in the course of planning its exploits. (Li, 2013) If identifying the stakeholders is the first ill- office then the second bill is to plan how you intend to communicate with them. If in that location is a two way method of communicating not only can you inform the stakeholders that you are meeting their expectations, more importantly they can inform you when you arent. These can be as easy as a brief conversation or a detailed as a monthly meeting with the sleeping room of Commerce. indoors Allen Gears I attend several each week meeting where stakeholder requirements are not only expressed b ut tracked to make accredited we meet pre agreed targets and delivery dates. Any schooling ga thered from conversation needs to be disseminated through step to the fore the community. This is so that all aspects of the follow are aware of the stakeholder expectations. Once the relevant development is received it can be acted upon and the results can be reported to the stake holder. at heart gross revenue our let on stakeholders are typically customers. We communicate via meeting, over the phone or by e-mail. Typically any requirements that are technical are e-mailed and upon receipt soulfulness in our department is tasked with resolving any questions or requirements. The results are then feedback to the customer. 1.3 Identify methods of communicating stakeholders requirements with team membersCommunication MethodsThe method to communicate within Allen Gears should be based on * The type of breeding to be distributed* The audience requirements* The timeline for a needful rejoinder (Abudi, 2009-2013) Within Allen Gears the sales team all sit within speaking distance of one another so it is quite easy to express any fast stakeholder requirements or step forwards. For prescribed clarifications or where a response needs to be documented e-mails are usually the preferred method. These are easy to store and handy to character in complicated situations or where a large amount of information needs to be given. In sales we to a fault on a regular basis scold our customers who are our primary stakeholders. As we operate around the globe a cheaper alternative to this is conference calls. Any relevantinformation from these calls or meeting can then be fed back to team members via prate reports or one-to-one sessions. We also operate a entropybase which holds all the a la mode(p) information gathered or sent to our stakeholders. This is accessible by all members of the sales team. 1.4 Explain processes for updating information on stakeholder requirements Stakeholder requirements will diversity rarely stay fixed. Dependant on the constitution of the stakeholder they can turn due to your actions or their situation. Within sales our primary stakeholder is the customer. Part of our sales role is to check into article the status and satisfaction of the customer. Feedback may indicate that we need to intensify your approach to stakeholders. Within Allen Gears another backbone stakeholder is the projects direction team. We regularly discuss how to improve and if we can prove a better select of fake. If an improvement is found it is implemented through team meetings and process change. on that point are a number of implications of not responding quickly to a change in stakeholder requirements, including wasted resources, broken relationships, and damage to the organisations reputation. At Allen Gears one of the tools we employ to update stakeholder requirements is a warm entropybase. This holds the up-to-the-minute informatio n received from our stakeholders and is sorted by each tender or project. Against each entry is a divide that tapes any necessary action to be taken with respect to the latest information received. This tool allows us to keep up a record of the latest information and encourages dialogue with our stakeholders to make trusted we are meeting their expectations.2.1 Discuss the substance of part to an organisationWhen discussing the meaning of tone to an organization it is important to define meaning of musical note. For Allen Gears attribute could be described as meeting the needs and expectations of our customers. What must also be considered is the cost of achieving that flavor. The cost of quality isnt the price of creating a quality product or service. Its the cost of not creating a quality product or service. A subroutineful tool to help clear failures and re- employment is the address of Quality (CoQ) Model. In this, every exertion is classified all as Core Work, unsuccessful person, Appraisal or Prevention. The Cost of Quality is the quantity of Failure, Appraisal and Prevention costs. This is a relevant way of thinking approximately waste andfailure. Core Work All work carried discover directly for the benefit of a customer, done right the first time. These are real, value-adding activities. Customers would mirth fully pay you smashing money to do these, on their behalf. Examples Delivering service to a customer, manufacturing a product, issuing an invoice, processing an order Failure Any activities associated with producing errors, or services that are not right the first time, or dealing with work that was not done right the first time. None of this is penny-pinching. Examples Handling complaints, paying compensation for problem, dealing with queries, responding to help-desk calls, correcting errors, solving problems, repeating previously done work Appraisal Any activities carried out to check if work has been done right the firs t time. Some of these activities are good, if they pop off to prevention activities that improve core work. Examples (good) Audits that lead to improvement, staff performance appraisals Examples (bad) checking psyche elses work, authorising, counter-signing, QC checks Prevention Any activities carried out to ensure other activities can be carried out right the first time. These are good things to do. Examples Training, coaching, develop monetary standardized operating procedures, identifying customers requirements, briefing staff on plans and requirements, developing error-proofed systems, establishing policiesThe supposition behind the Cost of Quality (CoQ) Model is that, the more time that is pass on Prevention activities, the less time will need to be spent on Appraisal and dealing with Failures. Prevention activities build quality in. Both Appraisal and Failure are after the event, and therefore are too late and add cost. (Seath, 2006)Examples within Allen Gears include* The reworking of a manufactured item.* The retesting of an assembly.* The rebuilding of a tool.* The correction of a tendered document.In brusk, any cost that would not have been expended if quality were perfect contributes to the cost of quality. (Campanella, 1999) To slim the cost of quality a business needs to employ a process that can be reviewed,maintained and mensurateed so that quality is not only al shipway achieved but is done so in the or so efficient manner.2.2 Identify and apply organisational quality policies and proceduresISO 9001 (OE and Services)ISO 9001 is the internationally recognised standard for the quality management of businesses. It applies to the processes that create and control the products and services an organisation supplies, and prescribes systematic control of activities to ensure that the needs and expectations of customers are met. ISO 9001 is excogitateed and intended to apply to virtually any product or service, made by any process anywhere in the world (ISOQAR exceptional , 2013) thither are 6 mandatory procedures infallible by the ISO 9001 standard. * Control of Documents* Control of Records* cozy audit* Control of non-conformance* Corrective action* Preventive actionWithin Allen Gears we adhere to all these procedures as standard. Documents are required to have an issue number. Records are controlled and stored by the quality department. Departments are internally audited every sextette months. As Allen Gears manufactures many split any non conformance is highlighted and nonindulgent and baulk action is taken as standard. This also happens in all areas of the business but this tends to occur more in manufacture due to the ludicrous and complex nature of our products. ISO 14001 (OE and Services)ISO 14001 is an international standard that specifies a process for dictatorial and up(p) a companys environmental performance. ISO 14001 consists of * planetary requirements* environmental policy* Planning* Imp lementation and operation* Checking and corrective action* concern reviewThis means youIdentify elements of your business that impact on the environment and gain access to the relevant environmental legislation. Produce objectives for improvement and a management program to achieve them, with regular reviews for continual improvement. Primarily within Allen Gears this relates to the environmental consequences from the manufacture of our products. Allen Gears uses hazardous substances that must be controlled and managed in a safe and an environmental friendly way. Also within our office there is a recycling policy that is part of the overall environmental policy. (ISOQAR Limited , 2013) ISO 18001 (OE and Services)BS OHSAS 18001 is intended to help businesses control occupational Health and safeguard risks. It was developed in response to a widespread demand for a recognised standard of certification, and actually works well with the ISO 14001 standard. It is a framework that allo ws a business to consistently identify and control its Health and condom risks, bowdlerise the potential for accidents and legal issues, and improve overall performance. (ISOQAR Limited , 2013)Within Allen Gears this standard requires the completion of risk assessments and risk control.This is especially important within a company that operates heavy machinery, which Allen Gears does. We also required to report all incidents and check for corrective and/or preventative action. 2.3 Determine how to encourage staff to contribute ideas to improve quality At Allen Gears due to the specialised nature of our gearboxes everything that we do is centred on providing a quality, bespoke product. To that end the ideas and practices of promoting quality are ingrained into the company bodily structure. We are consistently looking at improving and checking that processes are as efficient as possible. We have several methods which we use to encourage staff to fire ideas to improve quality. Alle n Gears runs a suggestion box which looks for quality improvements and process improvements. This isreviewed weekly and there is a monthly change prize for the best idea which promotes staff participation. Staff are appraised and performance is discussed. Key performance indicators are agreed and these relate to quality as well as productivity. The appraisals are a two-way dialogue therefore staff have a chance to highlight areas of concern and methods to improve quality. Staff are encouraged to participate, give their thoughts and are made to odor that it is a safe environment to make suggestions. Around the business there are information screens which give all member of the company the latest information on how we are performing as a company against agreed targets. This shows the parts of the business that are on target and the parts that are not. This helps the business to focus on the areas that need the most attention. condition the importance of quality, you can neer have t oo many shipway to encourage improvements. Using a negative focus is one of those methods. The naive realism is that when members of staff make errors or mistakes, someone has to do extra work to make up for the issues at hand. Typically this is at an extra cost or within a short time frame than the airplane pilot work. When you link poor quality to extra work, you challenge employees to face reality for themselves and others. Mistakes and errors have a negative impact. The way to reverse this situation is to reduce or eliminate them and by highlighting the issues employees are motivated to think of solutions.2.4 Conduct a quality audit and make recommendations for improvement ace of the most important objectives of an internal quality audit is measuring the effectualness of an organizations quality management system. For this to happen, executive management must first meet its overriding responsibility of establishing and maintaining a system regarding quality policy, goals, resources, processes and effective performanceincluding monitoring and measuring the systems persuasiveness and efficiency. For example below is a portion the sales process for enquiries that is to be audited.Audits are conducted to see whether processes are conducted in compliance with documented processes, BS EN ISO 9001, customer requirements, and legislation and for aerospace processes, subject to AS9100. Compliance against Rolls-Royce and customer specifications may also be audited. Auditsshall be used to determine the effectiveness of the quality system and the results fed back to top The ultimate aim of the audit process is to identify weaknesses within the Allen Gears processes as regularly improving these will prevent quality and delivery issues. Scheduled internal audits of compliance with company procedures and BS EN ISO 9001, AS9100 checklist covering all teams having an influence on the quality of the product or the environment. Unscheduled audits of any area, func tion or activity as deemed necessary. In instances of non-conformance to procedures, BS EN ISO 9001 or AS9100 an Audit Failure Entry (Corrective shapeion Request) shall be raised for each clause or procedure contravened. Each Corrective Action Request will be given a unique number via the IBS system. The Auditor shall discuss non-conformities with the charabanc and agree a mutually acceptable rectification plan and faithful out date. This shall be recorded on the GD233-2. Should the auditor have difficulties in obtaining a commitment to rectify a non-compliance, then the Director or MD shall be consulted. It is the process owners responsibility to completion down non-conformances with their area.A table listing the questions and corrective actions based on the sales report can be seen belowQuestion Y/N Examples /documentation Issues? Corrective action/Recommendations for improvement Have all members of the sales team got access to the standard practices and process? Yes On the scope of every computer or laptop is a shortcut to Allen Gears measure Procedures. Members of staff are made aware of this and part of the training is to go through this in detail No issues No corrective action required atomic number 18 all staff aware of the standard practices and processes for their job role? Yes From discussions all members of the sales team are aware of the standard practices. These practices require that documentation and databases are modify in. The staff completing these tasks is an example of their awareness No Issues No corrective action required Are tenders highlighted as highly likely or unlikely? Yes Within the tender database there is a section for highlighting the likely hood. Part of the tendering process is to complete this. On a few tenders this part of the tenderdatabase has been remaining empty leaving it unclear whether the tender is likely or not. A regular review of the database to make sure all aspects are fully consummate and filled in. Are the tender database and tender files kept updated part The tender database was reviewed and there were examples of recent correspondence with customers. The tender database has a section that records actions and the date they are due to be completed by and there is evidence that this part of the database has not been updated for some tenders. A print out of files that have not been updated is issued but not acted upon A regular review of the database to make sure all aspects are fully completed and filled in. Meetings to unsure that the information is up to date Are customers contacted regularly for information? Yes Important e-mails are forwarded to management and are also recorded in the database. Phones and correspondence is recorded in the database. Weekly meetings are held to discuss key projects. This meetings are recorded in Outlook No Issues No corrective action required Are bid no bid reviews completed? Partially Bid no bid reviews are recorded in outlook as a weekly M onday meeting. If an enquiry comes in that requires immediate attention,(or needs resolution before the next Monday) there is no structure for impromptu bid no bid reviews An alternative method of reviewing short term proposals and projects should be formulated. Are Specification reviews completed? Partially in that location is evidence of specification reviews taking place for highly likely projects only If a project that was not likely becomes likely it may not have been reviewed to a sufficient level and this will not be recorded. Within the tender database there should be a section to record that a review has taken place. A tick box would suffice. It is not necessary to review all projects. Are tender documents alleged in consonance with the sales process? Yes in that respect is evidence within the tender files of General Arrangement drawings, tenders and datasheets. They are stored correctly and completed to the required standard. No Issues No corrective action required Are tenders turned down and closed down in accordance with the sales process? Partially There is evidence of tenders that are dead, but they have not been closed out to a sufficient level The major issue is that reports that are run will include incorrect data The database and tender files need to be checked more regularly to ensure that data held isaccurate Is all order documentation completed correctly and within the minimum timescale? Yes There is evidence in the tender files of all the documentation in accordance with Allen Gears procedures being completed and examples and notes from the necessary pre order meetings. This shows that orders are completed to the required standard No Issues No corrective action required3.1 Discuss the concept of, and need for, continuous improvementA culture of continuous improvement is necessary to enhance productivity and free up the content that will try manufacturers a stable foundation to pursue grounding and growth. (The national Institute of Standards and Technology , 2011 ) For a business it means that you are constantly and consistently improving your competitive position by improving efficiency, quality, groundwork, or any other attribute that is vital to the system or process within the business. If you do not continuously improve any number of bad outcomes can occur. Customers stop buying, profitability declines and morale decreases. The plandocheckact cycle ( digit 1) is a fourstep model for carrying out change. Just as a circle has no end, the PDCA cycle should be repeated again and again for continuous improvement.Figure 1 Plan-do-check-act cycleWhen to Use PlanDoCheckAct* As a model for continuous improvement.* When starting a new improvement project.* When developing a new or improved design of a process, product or service. * When defining a repetitive work process.* When planning data collection and analysis in order to verify and prioritize problems or root causes. * When implementing any change. (Ameri can Society for Quality, 2004) Within Allen Gears we use the plan-do-check-act cycle. Typically on a quarterly basis we brainstorm and produce evaluation matrices based on areaswhere we believe we can bring closely change and improvement. Recently we investigated reducing the total time spent in productivity meetings. As they involve several members of management and take 30-45 minutes, any time saved would be seen as a quantifiable improvement. chase the evaluation process we began the trialling of a new method for ostentationing productivity figures for our weekly meeting. This was a small scale test to see if time was saved. aft(prenominal) a month there was agreement that this method made it easier to analyse where productivity was falling and where staff were not being utilised efficiently. This meant the meetings where shorter. This display method is now used in several other areas of the business to display their productivity figures on a monthly and quarterly basis.3.2 tax work activities and identify areas for improvementIn my roles as a Sales Engineer my key deliverables and work activities are to * Produce proposals in response to clients enquiries.* Manage the interfaces of Engineering, procurement, Commercial and Tendering inputs to ensure all proposals are commercially and technically robust. * Manage and agree prioritisations of Engineering, procurement, Commercial and Tendering to ensure clients required dates are adhered too. * Communicate with customers throughout proposal preparation, post submission and ongoing, in order to develop long term customer relationships. * Undertake customer visits in support of the sales strategy. Producing proposals is an important part of informing the customer how the gearbox Allen Gears intends to produce is aligned with what they have requested. Currently there are parts of the proposal that are measured. Whilst it would not be possible to standardise the whole proposal there are steps that could be t aken to reduce the overall time to complete a proposal with standardisation. The management of the process by which parts of the business provide input for proposals is also not efficient. Whilst communication is good it could be improved. The information received varies amongst members of staff and there is not a set process which dilate what should be received and the timescales. If this was implemented the process could be benchmarked and we would have a clearer understanding of the issues that cause delays when completing proposals.Customer communication is an important part of any business and at Allen Gears one of my key activities is to receive and act on any feedback from customers with regards to the proposals we are sending. Allen Gears catamenialy has a very good method of collating this information and we use it as a benchmarking tool to review if we are meeting customer expectations. Whilst the tool is very effective there is always room for improvement. The tool sho uld be reviewed for effectiveness. There is some data that is not captured within the system and on review some data that is captured but not relevant. By reviewing the tool Allen Gears can continually assess it for effectiveness and make sure it is always providing the most useful information. 3.3 get on staff to contribute ideas for continual improvementIn these current times of austerity any competitive advantage must be realise as securing orders and making profit become increasingly difficult. By recognising the current climate and highlighting the situation within Allen Gears it is possible to get employees to suggest methods and processes which can cut costs and help the company win business. Allen Gears has act to encourage its employees to look at processes that they are completing regularly and consider improvements. If you concentrate on nurturing the process, the results will come as a inherent consequence. Everyone has processes and every process can be improved. Un intended variation in our processes leads to undesirable variation in the outcomes of our processes. If you discuss the process with process stakeholders they will be able to suggest ideas for process improvement. Another option is to provide incentives for employees who innovate. By creating a culture within Allen Gears where creative thinking and innovation is rewarded rather than frowned upon will help to constantly generate new ways that employees can function better individually and as teams, as well as improving the way the company operates as a whole. passim Allen Gears mangers should look for problems that need to be solved within the organisation. There is no such thing as a perfect company. A company that thinks it has nothing to improve on will certainly improve nothing. If Allen Gears or any company proactively looks for areas where your company could improve, it will give you targets to focus the energies of your employees on. Another idea is to promote theidea concept of experimentation. An organisation that is truly attached to continuous improvement is filled with people who are comfortable with encyclopaedism from what doesnt work. An organisation where people are afraid of consequences will never be successful at continuous improvement. At Allen Gears we have a research and development team where a large portion of what they produce is experimental.BibliographyAbudi, G. (2009-2013). Abudi Consulinting group. Retrieved March 6, 2013, from GinaAbudi.com http//www.ginaabudi.com/methods-for-distributing-information-on-projects/ Ad Esse Consulting Ltd. (2008). Managing your Stakeholders. Retrieved March 6, 2013, from ad esse http//www.ad-esse.com/resources/documents/Articles/managing_stakeholders.pdf American Society for Quality. (2004). Plan-Do-Check-Act (PDCA) pass . Retrieved March 2013, from American Society for Quality http//asq.org/learn-about-quality/project-planning-tools/overview/pdca-cycle.html Campanella, J. (1999). Principles of Qua lity Costs Principles, Implementation, and Use, tercet Edition,. ASQ Quality Press. ISOQAR Limited . (2013). ISO 9001 (QMS). Retrieved from ISOQAR Part of the Alcumus Group http//www.alcumusgroup.com/isoqar/standards/iso9001-quality/ Li, A. (2013). How Do the Needs & Expectations of Stakeholders cultivate a Programs Plan? Retrieved March 6, 2013, from Demand Media http//smallbusiness.chron.com/needs-expectations-stakeholders-influence-programs-plan-36119.html The National Institute of Standards and Technology . (2011 , April 10). U.S. Department of Commerce. Retrieved from The National Institute of Standards and Technology (NIST) http//www.nist.gov/mep/ngs-continuous-improvement.cfm Seath, I. J. (2006, October 19). Cost of Quality the forgotten tool? Retrieved April 30, 2013, from http//www.performance-measurement.net/news-detail.asp?nID=222