A simulation using role play, cards and records to demonstrate to participants how performance in one activity can affect those that follow.

Participants consider an organisation which makes and installs an item of equipment. They review the sequence of activities from the receipt of an enquiry right through to acceptance of the installed product by the customer. They choose between different ways of improving the quality of their service, the satisfaction of their customers and their economic performance.

The exercise is designed for groups of 6-8 members and comes complete with enough materials for three groups. The exercise needs between one and a half to two hours.

Objective

To create an experience in which participants observe the impact of activity at one stage of a process upon the processes that follow. To allow a choice between different ways of improving the process and to demonstrate how each of these will work out.

The exercise will:

• demonstrate the dramatic improvements that attach to getting things right - from the beginning;
• show how changes made at one stage affect results at a different stage;
• alert participants to the fundamental principles of TQM.

How it works

The tutor introduces the exercise by completing one round of the exercise with the participants. The first work station is handed the record card and told how many inquiries have been received. The person manning this work station then completes the card according to the instructions received and passes it onto the next station. At each station the record card is completed until finally the group discover how many of their initial inquiries have resulted in successful installations. The initial run through will show that the current system results in considerable wastage. The teams are given a number of improvement options to consider and choose the one which they feel will have most impact. The exercise is run again using amended instructions to reflect the improvement option chosen. In successive cycles the group debates the options and discovers and compares the outcomes.

What participants will be doing

Through several cycles, acting as 'simulators' and then as 'planners'. As simulators, participants pass a progress card through several work stations and record what has happened to an order. As planners, they try to improve the system which controlled them in the simulator role.

For what levels is it appropriate?

All people concerned with quality, irrespective of level.

Included

Tutor manual; Instruction cards; Post exercise discussion questionnaire and all supporting documentation.