Week 8

This week we focused on Process Performance and Quality in chapter 6 of our textbook.  I got a refresher course in some statistics tools and we watched another video about the Starwood line of hotels/resorts.  This video explored the goal of The Phoenecian, a resort in Scottsdale, Arizona, to achieve six sigma quality in their customer check-in service process, which involves other nested processes such as housecleaning.  It is often very costly to establish six sigma quality.  A six sigma quality program requires time an commitment.  The six sigma quality program was developed by Motorola and adapted by General Electric and others.

The thing that really made tonights class interesting was when my friend, Eduardo Franco leaned over and told me that all he's been dealing with at work this last week revolved around this same subject of quality.  They manufacture custom plastic bottles, etc. for shampoo, etc. where he works.   The company doesn't have a lot of extra discretionary income to use in applying a six sigma quality program, but they still want to maintain quality in the products they produce, and maintiain customer relationships. 

They've been having some bad product come through lately, and there is danger of loosing important customers.  The debate at his office is how to resolve the issue in the least costly way.  The sampling inspection process is failing them at the moment, but some say it is too costly to do a complete inspection, and it probably is.  Some say it is too costly to loose their customers due to bad products.  I'm kinda glad I'm not in Eduardo's shoes right now.  I don't think I could handle such manufacturing decision making stress.

Week 7

This week we covered chapter 5 in our textbook.  Chapter 5 focuses on Process Analysis.  There's a systematic approach to process analysis.  Our textbook breaks it down into six steps.

1. Identify Opportunities
2. Define Scope
3. Document Process
4. Evaluate Performance
5. Redesign Process
6. Implement Changes

I learned some valuable tools to assist in evaluating process performance.  A couple of my favorite tools are the checklist and the fishbone diagram (also called a cause-and-effect diagram).  The fishbone diagram helps you identify potential causes to your performance gap issue. 

I hope I remember to use this tool in my personal life when I'm trying to figure out what the causes to some of my occasional dissatisfactions are.  A visual diagram could be a useful tool.  I might discover that I haven't taken a walk in a while, or that I forgot to get on my knees and pray, or I haven't thought of another besides myself in a while, etc.  Pinpointing some of these issues can help me take appropriate action to remedy the situation.  I'll always remember what my uncle Bryan once told me..."Change what you can, except what you can't change; accept it and move on."  He wrote it on a piece of scratch paper and used the triangle symbol signifying "change."  It made a visual impression in my mind.  I have the paper still buried away in my keepsakes.

Week 6

This week we covered chapter 4 in the textbook, which by the way you can learn more information about our class textbook here.  Chapter 4 focuses on Process Strategy, "which specifies the pattern of decisions made in managing processes so that they will achieve their competitive priorities."

One of the concepts in the chapter that stuck out to me was service process structuring.  Most of my work experience has been in the service industry.  There are "three process structures, which form a continuum to choose from: (1) front office, (2) hybrid office, and (3) back office."  I started thinking about my work experiences in this matter.  I leaned over to a friend of mine in class, Eduardo Franco, and told him that I work in the front office.  Sometimes things can get a little complex and there is considerable divergence.  There are always exceptions, and  there are exceptions to the exceptions.  Sometimes this can be stressful, but sometimes it livens things up.

I've also had experience in the back office.  Processes are more standardized in the back office.  You don't necessarily have the stress of making decisions on what to do in each situation.  On the other hand, there is usually little variation and sometimes minimal contact with others, which can get boring.

When I think about my work experience I think of the adage, "The grass is always greener on the other side."  Sometimes I think to myself,  "I want to work in the back office instead of the front office, it's far less stressful."  Other times I think to myself, "I want to work in the front office where the action is, the back office is boring and makes me tired."

Taking all of this into consideration, I will seek out work in the hybrid office in the future.  As Hannah Montana says, "You get the best of both worlds."  I don't want to do quarterly performance reports though, like the example given in our textbook of a hybrid office process!

Week 4 & 5

Week 4

We studied chapter three this week, which covered Project Management.  There are a couple of things that stuck out to me in this chapter.  The first thing that stuck out to me was the idea of making sure there is cross-functional interaction in an organization’s project management when appropriate.  From the class text, “Even though a project may be under the overall purview of a single department, other departments likely should be involved.”  Each department brings a different perspective to the overall operations of the organization.  There are valuable insights to gain from all participants.

The second thing that stuck out to me, are the qualities needed in a good project manager and project team members.  A project manager must play facilitator, communicator, and decision maker.  I think this is important to remember when selecting a project manager.  One candidate for the job of project manager may be really smart, informed, competent, and dedicated to the project; but if this same candidate struggles with their communication skills or making decisions, they probably fit better as a member of the team.  They have much to offer to the project, but lack some important skills needed to manage and lead.  While some management and leadership skills can be learned and developed, some people naturally make better managers and some people are naturally better leaders.  Some people are fortunate enough to be both.  I think this is why I stepped down from middle-management before.  I am not a natural.  I have a hard time communicating with others, especially when I play the role of what I like to call “middle man.”  My thoughts are always, “Why tell me, tell them yourself.”  Another problem I run into is sometimes I get more zealous (I think that’s the correct word for it.) about a project then my peers, inevitably they all want/need me to “chillax.”  It’s not always easy for me to relax.

I’m going to definitely try to remember these points if ever I’m asked to lead or manage a project.  I will speak up and say, someone else will probably do the job better, but I’m more than happy to supply my other skills to the project such as technical competence, detail orientation, organizational and classification skills, and dedication.

A fun thing about this chapter was drawing network diagrams and calculating the earliest start, earliest finish, latest finish, and latest start times of activities in a project.

Week 5

We took our first exam this week.  It was open book and notes.  I missed one question.  I still don’t know what the correct answer is.  I’m glad it was just one I couldn’t figure out J