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Survey to Determine Org Quality Maturity Level

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  • #38829

    Sorour
    Participant

    I’m looking for survey questions that would help determine an organization’s quality maturity level, and a subsequent quality maturity model to benchmark the results against.
    The company I’m working with, wants to start their quality journey with a VOC survey of employees and customers, and then base the begining of their quality journey on the survey results.
    Any assistance is greatly appreciated.  Thanks!  Paul 952.393.9486 
     
     
     
     

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    #116796

    Bob J
    Participant

    Hi Paul,
    Sounds like an interesting project…  A couple of thoughts…
    Survey is a good start but keep in mind that you are probably targeting the survey(s) at current customers/employees…  This will be a relatively limited response.  It would be better if you could expand the scope to include customers that have stopped doing business with you as well as potential customers.  While much harder to obtain, the results can provide an interesting insight into why new customers would want to do business with you as well as why you lost customers in the past…  Key considerations if you want to keep current customers and attract new ones..
    While targeted at the software/systems development industry, I still consider Watts Humphrey’s work (CMM/CMMI/PSP/TSP) to still be one of the best models out there in basic structure…  The overall assessment process rates the maturity of major areas of the business on a 1 to 5 scale which runs from 1=Ad hoc to 5=Optimized..  It is currently heavily biased towards software/systems development life cycle stuff but the basic concept could be adapted to what you are trying to do…  Lots of stuff can be found in this area with a Google…. 
    Hope this helps….
    Best Regards,
    Bob J

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    #116797

    Sorour
    Participant

    Bob,
    Thanks so much for your insightful feedback…  I will take your advice and expand the survey beyond current customers and employees.
    Thanks!
    Paul

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    #116798

    Bob J
    Participant

    Paul,
    Glad it helped…  Check out some of the stuff by Watts as well…  While targeted at development life cycle maturity, it provides a neat concept that can be adapted to assessing the maturity of any key business process…  You would just have to restrucure it into the context of the key business process areas that your survey work identifies as critical…
    One last thought….  Be sure you build into your survey an “overall satisfaction” question with a likert or similar response…  It will give you a chance to do some pretty cool stuff with regressions against the lower tier questions…  Much better than asking the customer/employees to rate what they think is important… 
    Good luck on the project!
    Best Regards,
    Bob J

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    #117178

    Deanb
    Participant

    Paul,
    Bob’s suggestion of looking at CMM was right on. Another variant of CMM that was developed in Canada for product development in the telecommunications industry is Trillium http://www2.umassd.edu/swpi/BellCanada/trillium-html/t3modc3.html with its similar 5 point scale.
    One of the biggest questions I hear managers ask is “where should we begin, or what should we do next.? SEI and Trillium have generated significant statistical evidence that organizations tend to develop better if they follow a general maturity scheme. Conversely, not following such a scheme risks over-investing in the wrong things at the wrong time, over-engineering, and reduced ROI on the investment in quality.
    I have found it very useful to ask each process owner where they think each of their key processes are on this scale. You can use a survey, but I find the open dialog approach, like that found in an FMEA, to be more effective because the dialog helps each person refine their estimate on the scale. The matruity level I find is a process to process thing initially, but after you characterize dozens of processes, you start to get an organizational picture as well.
    Good luck.

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    #117186

    RLM
    Member

    Paul,  You may want to check out the Baldrige National Quality Program and its criteria for performance excellence.  It requires you to complete an initial assessment of your organization, then you score seven components of an organizational profile at different intervals – annually at a minimum.  The scoring helps to evaluate the maturity of your organization.  Web site is:  http://www.baldrige.nist.gov
     

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    #117194

    Swaggerty
    Participant

    The NIST survey RLM writes about is called “Are We Making Progress”. An internal survey, it provides an interpretable score for each of the 7 Baldrige sections. There is also a benchmark of sorts … scores of 200+ Baldrige Examiniers rating their own companies. Without disregarding what others have written, this is also a valuable and free resource.

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    #151561

    James Giddings
    Participant

    Thar’s a great topic – QMM.  In April, I’ll conduct a Webinar on behalf of the Project Management Institute’s Metrics Special Interest Group (MetSIG).  My topic will be Implementing an Actionable and Verifiable Quality Maturity Model Fron the Top Down.  If you like, when I finalize my Abstract, I’ll send you a copy.  As for your specific inquiry, I seriously doubt you’ll locate a QMM-centric VOtC Questionnaire.  At one of my clients, the resident Blackbelt formulated a questionnaire around the organization’s quality control activity.  The Voice of the Customer, namely the PMs and Business Sponsors, was to shrink the Quality Control activity to the point both QA and QC were handled by members of the project team (Test Planners), as opposed to Quality Control Officers managed outside of the project teams.  The Quality Gate process came under the control of the PMs, which is exactly what they wanted.  Short-term cost savings?  Sure.  Quality Assurance?  Nah – “time to market” once again ruled the day.  My point?  If you do a good job of implementing a reasonably quality-friendly VOC survey, you’ll be ahead of the game and will earn my praise, for sure.   

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