Applying statistics to improve internal customer satisfaction
Westinghouse Electric Corporation (WEC) is in the midst of an intense Quality Improvement Program (QIP). WHC operates the Hanford Engineering Development Laboratory (HEDL) for the Department of Energy (DOE) which is our one external ''customer''. During 1984 WHC developed a Seven Point QIP. One of these points was ''Customer Satisfaction through Excellence''. Besides recognizing the importance of the external customer, DOE, a concept of ''internal customer'' was developed. We wished to identify our internal customer, to measure and to improve his satisfaction. A pilot program of seven groups from across the laboratory activities launched the effort. All seven group managers experienced the Deming Videotapes or Seminar. An analysis of the Deming method for this application led to a 15-step plan. The plan began with identification of customer(s) and product(s) and reached steady-state with iterative improving control charts. Each group proceeded at its own pace and progress was reported monthly. The results varied. The group with a single product and several customers achieved the greatest success. They went on to use statistical process control methods. The group with a single customer and several products also achieved considerable improvement. The successes achieved by the support groups, where a wide range of products were provided to a wide range of customers, were in areas selected specifically for investigation.
- Research Organization:
- Hanford Engineering Development Lab., Richland, WA (USA)
- DOE Contract Number:
- AC06-76FF02170
- OSTI ID:
- 5381108
- Report Number(s):
- HEDL-SA-3513-FP; CONF-8609125-2; ON: DE86015609
- Resource Relation:
- Conference: 13. annual American Society for Quality Control Energy Division conference, Ft. Lauderdale, FL, USA, 21 Sep 1986
- Country of Publication:
- United States
- Language:
- English
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Related Subjects
FUEL FABRICATION PLANTS
QUALITY ASSURANCE
HANFORD ENGINEERING DEVELOPMENT LABORATORY
QUALITY CONTROL
FABRICATION
NUCLEAR FUELS
CONTROL
ENERGY SOURCES
FUELS
MATERIALS
NATIONAL ORGANIZATIONS
NUCLEAR FACILITIES
REACTOR MATERIALS
US DOE
US ORGANIZATIONS
990000* - General & Miscellaneous