Product Description
DVD Library 3 Tools, Measures and Re-engineering
Absent Admissions. The traditional process for hospital admissions is stressful to patients. When a Louisiana hospital designed their new facility, they delighted patients by virtually eliminating the frustrating admissions process.
Anthrax Outbreak. In this segment, a classic quality tool (the concentration diagram) solves a long-standing international mystery. An outbreak of deadly Anthrax in Russia was caused by infected livestock, or so said the Russian government. An American team of scientists used a concentration diagram to prove that the source of the outbreak was in reality a leak at an illegal Russian bio-chemical warfare plant.
Auto Insurance. Progressive Corporation, an auto insurer, used a re-engineering team to identify ways to dramatically improve their response time to customer claims (from five days to 24-hours) and grow their business (from 48th largest auto insurer in 1980, to 6th largest in 1995).
Banking on Quality. Up until recently, the employee compensation plan at this large, well-known bank was based on sales volume. The more a banker sold, the greater the bonus. This approach was not necessarily in the best interests of the bank’s clients, however. A new reward system and incentive plan was aligned with quality rather than quantity, better meeting the needs of the bank’s customers.
Call Light Response Time. This medical center in California consistently measures patient satisfaction to ensure self-referrals (an important lifeline for the hospital). This team used Pareto analysis to identify an important patient concern (call light response time) and to prioritize the top three causes for delays.
Chili Peppers. Establishing measures for quality is vital. When measures don't exist, they have to be invented. In this segment, we learn how an objective system of measurement was created to determine the "hotness" of chili peppers.
Cholera Epidemic. The cholera epidemic of 1854 provides a backdrop for understanding the value of quality tools (such as concentration diagrams). The segment highlights Dr. John Snow's famous study that ended the deadly epidemic.
DIAL-A-MATTRESS. A New York-based company broke with tradition and re engineered the way mattresses are sold and delivered. Ordering by phone (24 hours a day, any day of the year), customers are able to receive the product within two hours.
Florence Nightingale. During the Crimean War, Nurse Florence Nightingale used the graphic presentation of data to convince the skeptical British Army Medical Corps to make sweeping sanitary reforms in military hospitals.
Ford versus Mazda. Ford employed 500 people in accounts payable, but Mazda had only five. In this segment, we learn how Mazda re engineered the accounting process to eliminate purchase orders and invoices.
Freshest Flowers. Calyx & Corolla broke with tradition to re engineer an entirely new way of delivering flowers to customers. This company's flowers arrive up to nine days fresher than those delivered by FDS.
Gunfire at Sea. In the 1890s, Sir Percy Scott discovered that during target practice, one sailor was consistently more accurate than anyone else. By identifying and replicating the sailor's "knack," Scott improved the accuracy of gunfire by 3000 percent.
Hula Dancing. You can't improve what you can't measure. When measurements don't exist, they have to be invented. An innovative team of hula dancers came up with a way to measure their technique and improve their performance.
Kelly Services. In this Quality Minute, the effective use of control charts provide the data to identify and solve a quality problem. In monitoring an 800-number hotline service, a business unit of Kelly Services noted a significant drop in response time when a specific employee was out of the office. By cross-training staff members and including guidelines that covered every conceivable contingency, Kelly was able to solve the problem once and for all.
Military Aircraft. During World War II, why did some planes crash when hit by enemy fire, while others returned to base (even though they were full of bullet holes)? A location plot analysis revealed a surprising answer that saved lives.
New York 1 News. In this segment, we see how an innovative television news station has totally re-engineered the way news stories are compiled and presented to the viewer. The traditional budget for a New York news broadcast station is around $40 million a year. Thanks to its revolutionary approach, New York 1 News is competing successfully with an annual operating budget of only $10 million.
Pareto Principle. The historical origins and use of this classic quality analysis tool are revealed in this segment.
Pea Tenderometer. We all know that you can’t improve what you can’t measure. What to do when measurements don’t exist, though? Don’t give up! You have to invent new measures and sensors. In this segment, the pea Tenderometer is born as a means to stop the endless debates between food processors and farmers. Up until the Tenderometer, they could never agree on how to determine the tenderness of peas objectively.
Sailing the Ocean Blue. In the mid-1800s, Matthew Maury revolutionized navigation by synthesizing the navigational logs of previous Navy voyages. The segment illustrates the value of reviewing history to improve quality in the future.
Three Hour House. By rethinking and re engineering construction techniques and technology, a well orchestrated team actually built a San Diego home from scratch in less than three hours!
Ye Olde Brewery. Good quality measures are vital to successful quality efforts. And when measures don’t exist, they have to be created. This amusing segment goes back in time more than a century to see how European beer makers invented a way to measure a critical quality feature in their product.
Absent Admissions. The traditional process for hospital admissions is stressful to patients. When a Louisiana hospital designed their new facility, they delighted patients by virtually eliminating the frustrating admissions process.
Anthrax Outbreak. In this segment, a classic quality tool (the concentration diagram) solves a long-standing international mystery. An outbreak of deadly Anthrax in Russia was caused by infected livestock, or so said the Russian government. An American team of scientists used a concentration diagram to prove that the source of the outbreak was in reality a leak at an illegal Russian bio-chemical warfare plant.
Auto Insurance. Progressive Corporation, an auto insurer, used a re-engineering team to identify ways to dramatically improve their response time to customer claims (from five days to 24-hours) and grow their business (from 48th largest auto insurer in 1980, to 6th largest in 1995).
Banking on Quality. Up until recently, the employee compensation plan at this large, well-known bank was based on sales volume. The more a banker sold, the greater the bonus. This approach was not necessarily in the best interests of the bank’s clients, however. A new reward system and incentive plan was aligned with quality rather than quantity, better meeting the needs of the bank’s customers.
Call Light Response Time. This medical center in California consistently measures patient satisfaction to ensure self-referrals (an important lifeline for the hospital). This team used Pareto analysis to identify an important patient concern (call light response time) and to prioritize the top three causes for delays.
Chili Peppers. Establishing measures for quality is vital. When measures don't exist, they have to be invented. In this segment, we learn how an objective system of measurement was created to determine the "hotness" of chili peppers.
Cholera Epidemic. The cholera epidemic of 1854 provides a backdrop for understanding the value of quality tools (such as concentration diagrams). The segment highlights Dr. John Snow's famous study that ended the deadly epidemic.
DIAL-A-MATTRESS. A New York-based company broke with tradition and re engineered the way mattresses are sold and delivered. Ordering by phone (24 hours a day, any day of the year), customers are able to receive the product within two hours.
Florence Nightingale. During the Crimean War, Nurse Florence Nightingale used the graphic presentation of data to convince the skeptical British Army Medical Corps to make sweeping sanitary reforms in military hospitals.
Ford versus Mazda. Ford employed 500 people in accounts payable, but Mazda had only five. In this segment, we learn how Mazda re engineered the accounting process to eliminate purchase orders and invoices.
Freshest Flowers. Calyx & Corolla broke with tradition to re engineer an entirely new way of delivering flowers to customers. This company's flowers arrive up to nine days fresher than those delivered by FDS.
Gunfire at Sea. In the 1890s, Sir Percy Scott discovered that during target practice, one sailor was consistently more accurate than anyone else. By identifying and replicating the sailor's "knack," Scott improved the accuracy of gunfire by 3000 percent.
Hula Dancing. You can't improve what you can't measure. When measurements don't exist, they have to be invented. An innovative team of hula dancers came up with a way to measure their technique and improve their performance.
Kelly Services. In this Quality Minute, the effective use of control charts provide the data to identify and solve a quality problem. In monitoring an 800-number hotline service, a business unit of Kelly Services noted a significant drop in response time when a specific employee was out of the office. By cross-training staff members and including guidelines that covered every conceivable contingency, Kelly was able to solve the problem once and for all.
Military Aircraft. During World War II, why did some planes crash when hit by enemy fire, while others returned to base (even though they were full of bullet holes)? A location plot analysis revealed a surprising answer that saved lives.
New York 1 News. In this segment, we see how an innovative television news station has totally re-engineered the way news stories are compiled and presented to the viewer. The traditional budget for a New York news broadcast station is around $40 million a year. Thanks to its revolutionary approach, New York 1 News is competing successfully with an annual operating budget of only $10 million.
Pareto Principle. The historical origins and use of this classic quality analysis tool are revealed in this segment.
Pea Tenderometer. We all know that you can’t improve what you can’t measure. What to do when measurements don’t exist, though? Don’t give up! You have to invent new measures and sensors. In this segment, the pea Tenderometer is born as a means to stop the endless debates between food processors and farmers. Up until the Tenderometer, they could never agree on how to determine the tenderness of peas objectively.
Sailing the Ocean Blue. In the mid-1800s, Matthew Maury revolutionized navigation by synthesizing the navigational logs of previous Navy voyages. The segment illustrates the value of reviewing history to improve quality in the future.
Three Hour House. By rethinking and re engineering construction techniques and technology, a well orchestrated team actually built a San Diego home from scratch in less than three hours!
Ye Olde Brewery. Good quality measures are vital to successful quality efforts. And when measures don’t exist, they have to be created. This amusing segment goes back in time more than a century to see how European beer makers invented a way to measure a critical quality feature in their product.
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