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QUALITY PROGRESS QUALITY Putting Best Practices to Work www.qualityprogress.com | June 2014 | JUNE 2014 Supply Chains Speed Up p. 22 QUALITYP PROGRESS Chain of SUPPLY CHAIN SUPPLY Command Quality tools linked to supply chain efficiency, reduced waste p. 14 Plus: VOLUME 47/NUMBER 6 Process factors: A cornerstone of supplier audits p. 28 A fail-safe FMEA p. 42 The Global Voice of QualityTM Certification Training Materials PRIMERS Our Primers are the most widely used texts for certification training. They can be taken into the exam. QCI offers 16 different Primers. SOLUTION TEXTS Detailed solutions to all questions in the corresponding Primer. CD-ROMS Interactive software to assist students preparing for ASQ exams. QUALITY COUNCIL OF INDIANA Online Orders: www.qualitycouncil.com Phone Orders: 800-660-4215 Fax Orders: 812-533-4216 Mail Orders: QCI Order Department, 602 W. Paris Ave., W. Terre Haute, IN 47885-1124 Check out a few of the NEW books from ASQ Quality Press! The FDA and Worldwide Current Good Manufacturing Practices and Quality System Requirements for Finished Pharmaceuticals This guidance book is meant as a resource to Continuous Permanent Improvement manufacturers of pharmaceuticals, providing The purpose of this book is not to expound any up-to-date information concerning required and new theory or tools, but to share experiences in recommended quality system practices. implementing existing methods with a bias toward Item: H1458 business results. In fact, one of the important lessons we have learned is that most existing models or methods, if adhered to in the right spirit, will give results. The Certified Pharmaceutical GMP Item: H1466 Professional Handbook The purpose of this handbook is to highlight and partially annotate what the founders of the Certified Pharmaceutical Good Manufacturing Practices Professional (CPGP) examination believed to be the main topics comprising worldwide pharmaceutical good manufacturing practices (GMPs). Item: H1386 Buy these books and browse through the entire Quality Press bookstore at asq.org/quality-press. TRAINING CERTIFICATION CONFERENCES MEMBERSHIP PUBLICATIONS ContentsPutting Best Practices to Work | June 2014 | www.qualityprogress.com FEATURES SUPPLY CHAIN MANAGEMENT 14 No Weak Links 14 A global telecommunications organization used value stream mapping and other quality tools to examine its entire supply chain and find ways to eliminate waste. by Bill D. Bailey and Howard Alter Need for Speed 22 For a supply chain to succeed, speed—a fundamental supply chain principle and quality metric—must be at the forefront. by Karen Spencer and Steve Helfer SUPPLIER AUDITS 28 Solid Base Incorporating process factors into checklists in your assessment of ONLY @ equipment suppliers can help you identify and keep the right partners. www.qualityprogress.com by Afaq Ahmed • Expanded Answer INFORMATION MANAGEMENT More detail on evaluating equipment, 34 Insurance Policy addressed in this month’s Expert Quality played a critical role when a government agency built its own Answers department (pp. 8-9). enterprise content management system to organize hundreds of thousands of documents. • Screen Time by William Minckler View a video of William Minckler, author of “Insurance Policy,” pp. 34-40, discussing more about enterprise content management systems. • Bonus Sidebars Additional sidebars detailing more about one government agency’s content management system, the subject of “Insurance Policy.” • More to 3.4 An extended version of the useful tips included in “Conducting FMEAs for Results” (pp. 42-45), this month’s 34 3.4 per Million column. • Added Illustration An additional graphic to complement “Curve Your Enthusiasm” (p. 72), this month’s Back to Basics column that covers operating characteristic curves. • Volviendo a los Fundamentos Back to Basics translated in Spanish DEPARTMENTS 6 LogOn • Remembering a quality teacher. 8 Expert Answers QUALITY PROGRESS • Driving quality in IT. QP • Assessing equipment quality. Mail Quality Progress/ASQ 600 N. Plankinton Ave. 10 Keeping Current Milwaukee, WI 53203 • Amazon.com’s own delivery fleet. Telephone Fax • Leadership for supply chain plans. 800-248-1946 414-272-1734 414-272-8575 12 Mr. Pareto Head Email Follow protocol of first initial and full last QP Toolbox name followed by @asq.org (for example, 66 [email protected]). 68 QP Reviews Article Submissions Quality Progress is a peer-reviewed publica- tion with 85% of its feature articles written by quality professionals. For information about submitting an article, call Valerie 10 Ellifson at 800-248-1946 x7373, or email [email protected]. Author Guidelines To learn more about the manuscript review process, helpful hints before submitting a COLUMNS manuscript and QP’s 2014 editorial planner, click on “Author Guidelines” at www. 5 Up Front 46 Quality in the First Person qualityprogress.com under “Tools and The true cost of low cost. Aiding in end-of-life decisions. Resources.“ 42 3.4 per Million 48 Career Corner Photocopying Authorization The proper way to use FMEAs. Commit to continual learning. Authorization to photocopy items for internal or personal use or the internal or personal use of specific clients is granted by 50 Statistics Roundtable Quality Progress provided the fee of $1 per Dealing with large, complex and copy is paid to ASQ or the Copyright Clear- unstructured problems. ance Center, 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400. Copying for other 72 Back to Basics purposes requires the express permission Advantages of operating of Quality Progress. For permission, write Quality Progress, PO Box 3005, Milwaukee, characteristic curves. WI 53201-3005, call 414-272-8575 x7406, fax 414-272-1734 or email [email protected]. Photocopies, Reprints And Microform Article photocopies are available from ASQ at 800-248-1946. To purchase bulk reprints (more than 100), contact Barbara Mitrovic at ASQ, 800-248-1946. For microform, contact ProQuest Information and Learning, 300 N. SPECIAL SECTION: Zeeb Road, Ann Arbor, MI 48106, 800-521- 2014 SOFTWARE SHOWCASE 0600 x2888, international 734-761-4700, AND DIRECTORY p. 54 www.il.proquest.com. 48 Membership and Subscriptions For more than 60 years, ASQ has been the worldwide provider of information and learn- ing opportunities related to quality. In addi- NEXT tion, ASQ membership offers information, - BENEFITS OF BLOGGING - NEED TO NETWORK networking, certification and educational Writers share why it matters. Tips on making valuable connections. opportunities to help quality profession- als obtain practical solutions to the many problems they face each day. Subscriptions to Quality Progress are one of the many benefits of ASQ membership. To join, call 800-248-1946 or see information and an ASQ’s Vision: By making quality a global priority, an organizational imperative and application on p. 27. a personal ethic, the American Society for Quality becomes the community for everyone who seeks quality technology, concepts or tools to improve themselves and their world. List Rentals Orders for ASQ’s member and nonmember buyer lists can be purchased by contacting Quality Progress (ISSN 0033-524X) is published monthly by the American Society for Quality, 600 N. Plankinton Ave., Milwaukee, WI 53203. Editorial and advertising offices: 414-272-8575. Periodicals postage paid at Milwaukee, WI, and at additional mailing offices. Institutional Michael Costantino at the Infogroup/Edith subscriptions are held in the name of a company, corporation, government agency or library. 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Printed in USA. 4 QP • www.qualityprogress.com UPFRONT QQUALITYP PROGRESS EXECUTIVE EDITOR AND ASSOCIATE PUBLISHER Low Blow Seiche Sanders ASSOCIATE EDITOR Identifying true costs in a supply chain Mark Edmund ASSISTANT EDITOR Amanda Hankel LOGICALLY, IT MAKES perfect sense that the lowest-priced product doesn’t always MANUSCRIPT COORDINATOR Valerie Ellifson come at the lowest cost. Supply chain inefficiencies—such as wrong quantities, incor- rect timing or service issues—all factor into total cost. If even one of these is off, it can CONTRIBUTING EDITOR Megan Schmidt throw a whole system of processes into a tailspin. COPY EDITOR Given the complexity of global supply chains, however, sorting through and Susan E. Daniels strengthening the many interrelated links can be daunting. That’s where quality comes ART DIRECTOR in. In this month’s cover story, “No Weak Links,” p. 14, the authors provide a look at Mary Uttech a telecommunications organization that examined its supply chain’s efficiency using GRAPHIC DESIGNER three quality tools: value stream mapping, eight rights and seven supply chain wastes. Sandy Wyss Applying these tools helped the organization thwart suboptimization and streamline PRODUCTION key processes. Cathy Milquet “Need for Speed,” p. 22, explores this increasingly important