Quality of the Future: Managing the Digital Disruption to Improve the Analog World. Willy Vandenbrande – QS Consult ASQ Quality 4.0 Summit, Dallas TX – Session MO6 – November 12, 2018
Content Some How Do The Digital The Quality Preliminary We Cope? Disruption Future Remarks
1452 - 1519
Uomo Universale
Alvin Toffler – Future Shock
Old Knowledge can be • Wrong • Incomplete • No longer suited for a new environment • Replaced by new and better ways
The Real World is Analog • Digital is often an interface, the customer experience is analog. • Has the middleman been cut out … • … or just been replaced by a digital equivalent?
How do we cope with … • The infinite amount of knowledge? • Learn – Unlearn - Relearn? • The use of digital to improve the analog?
• ABC series that ran from 1973 – 1978 • Starring Lee Majors as Steve Austin
Gentlemen … we have the technology Better, faster, stronger
Top Level Quality Knowledge Holistic : Big Data, IoT, Environment, Connectivity Safety, Social, … EXPANSION DIGITIZATION Quality Culture, AI / IA: Artificial Consulting skills, Intelligence – Intelligent Automation Innovation
Knowing it all?
Learn - Unlearn – Relearn requires … • Willigness • Courage • Effort
Statistical Process Control • Walter Shewhart (1891 – 1967) • Father of Statistical Process Control (SPC) • 1920 – 1930 • Mandatory for automotive suppliers(IATF 16949)
Technological evolutions • Automatic production lines containing Poka-Yoke systems leading to zero defects. • Customer requirements of < 5 ppm • Limited number of operators. • Extreme accuracy of machines leading to unusable control limits because of very small inherent variation. • SPCA – Show Process for Customers and Auditors
Technological evolutions • Just-In-Time has already reduced batch sizes • 3D printing – Batch size of 1 – The product is the file - the production area your office
New Knowledge: Machine Learning • Beating the system – Atari Breakout
The Real Root Cause After only 5 times why? You must be joking!
• A decision to stop in an endless chain • There is only one root cause: the big bang • Solving complex problems with a lot of human interfaces (like in services) will not work with root cause thinking • Naming a root cause does not help in solving the problem
Schwerin Castle The risk of sticking to what you know
The digitally disrupted Quality Manager Should we be afraid?
Opportunities 4.0 Product / Process Process control VOC better known behaviour in real better than ever than ever before time before Machine Pro-actively Adapt product to performances at avoiding customer customer extremely high complaints experience levels
Changes to grasp opportunities From how to what From operations to company wide From corrections to pro-activity From me to us From us to them From hard to the much harder soft
Big data – Connectivity - IoT You will never be • Don’t even try a better data • Understand the possibilities analyst than the • Look at the opportunities data analysts • Voice of the Customer From how to what • Voice of the Process
From How to What • Expectations, requirements, satisfaction, experience Voice of the • What data do we need to understand this better? Customer • What are the quality requirements of that data? Behaviour of • What data do we need to gather? product at • What is the required quality of that data? • What information do we need to get from that data? customer site • What data do we need to gather? Behaviour of • What is the required quality of that data? processes • What information do we need to get from that data?
From corrections to pro-activity Relating to Process customers Control Solving potential Solving potential customer issues machine issues before they before they appear appear Giving the customer new Condition Based features before Maintenance he asks for them
General shift From doing things right, to doing the right things Activities from operations to company wide Knowledge from me to us • Engineering Expand your knowledge of these areas • Marketing Spread your knowledge to these areas • Sales
Conclusion on Digitization The company with The company with The company with the smartest big the highest quality the biggest big data has a better big data has the data will not win chance best chance
Artificial Intelligence / Intelligent Automation From process control •Machine driven quality to process design From operations to •Pareto of impact design & development From detailed design •Design with the customer to system design
AI / IA Evaluate the Read about possibilities the for your possibilities organization Not everything Think that is strategically possible is / innovative necessary or valuable
Quality Culture / Team Work We need that large variety of knowledge to grasp the opportunities … Hans-Jurgen was right ! …within the overall From hard to the organization! much harder soft … and introduce in- Let’s accept our depth professional limitations … knowledge on soft skills
Innovation Study innovative Embrace techniques diversity (TRIZ, …) Different Invite views bring masters of new ideas innovation = artists
Innovation “Nobody sees as we do, Patti”
Holistic Quality From •Expanding our scope of impact us to Them •Sustainability as a key business success factor
Financial • The primary goal of Quality Sustainability • Our major contribution Environmental • Quality driving sustainability Sustainability • Sustainability leading quality • No company operates in a vacuum Social • Improve our society Sustainability
In short … • The future of quality control = technology Jamais Cascio on robots – WCQI 2013 - Indianapolis • The future of quality = doing the right things • The quality of the future = sustainable development
Past, Present and Future • TQC: Total Quality Control • TQM: Total Quality Management • TQC: Total Quality Care
Work is important, but not really
Willy Vandenbrande, Master TQM ASQ Fellow - Six Sigma Black Belt Associate Academician of IAQ Montpellier 34 B - 8310 Brugge België - Belgium Tel + 32 479 36 03 75 E-mail willy@qsconsult.be Website www.qsconsult.be
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