HOW TO ACHIEVE PERFORMANCE

AHSAN SHAHID (10309)

HANZALA SHAMSI (10326) OSAMA SHAMI (10292)

by Peter Doran

WHAT IS PERFORMANCE?
The accomplishment of a given task . OR

Performance is simply the production of valid results.

Measured against preset known standards of accuracy, completeness, cost, and speed.

COMPANY PROFILE
Mission Statement:

Our aim is to provide products and services to satisfy our customers in terms of delivery, quality and function at the right price.
Company Profile: (Havant Plant) IBM employ 1600 people at their Havant plant on a site covering over one million square feet. The plant design and manufactures information storage products, telecommunication and finance systems.

BACKGROUND
The Havant plant faced serious pressures in the early 1980s both from competition (japenese market) and particularly from customers The major areas where complains tended to arise were: packaging, integration with other products, simplicity of installation and labelling.

KEY POINTS OF THE PROGRAMME (EXCEL)

First action undertaken to identify how IBMs customer perceived the performance of their products. Steering committee was set up Intensive communication program To achieve standard i.e 100% defect free product or service

Redefine quality and devise quality measures and improvement

Two powerful forces exploited : Service pressure, peer pressure

SERVICE IMPROVEMENT
Plant performance measure is the subject of a large wall display in the cafeteria. Some products were also produced by IBMs manufacturing plants in Japan:

Service groups had to improve their output product by increased quality in their own internal processes.

CONT...
Started to make customer installation.

Idea of quality or service measure for each department was introduced.

Five key indicators representing quality were defined for each department. Annual review meeting Results are sent to all departments.

CONT...
Long term goal was to be high-quality, low cost producer in the industry. During 1983 and 1984 detailed strategies were drawn up for the improving quality performance.

SENIOR MANAGERS MUST BE TOTALLY COMMITTED TO THE CAMPAIGN AND BE SEEN TO BE SO

Senior managers should be fully committed. Special management mechanism. Quality assurance mechanism.

SENIOR MANAGEMENT COMMITTEE

Setting overall improvements goal and objectives

Facilitating the availability of resources

Managing the plants communication media mechanism Recognizing and rewarding the contributions

ASSISTANT PLANT MANAGER AT IBM

We want an environment in which people at all levels set challenging targets with risk. The environment is not of Informal shop floor chats ALL of these things could be dissolved overnight if we had not worked very hard to avoid penalizing the risk takers Series of videos of their achievements and goals Audience Impression

CONT..
Success of any business

There are many components of an overall competitiveness strategy

Inconceivable for an organization to make continuous operational improvement a permanent policy A well constructed increased in quality attack

CONCLUSION
In 1980 IBM's manufacturing facility at Havant,embarked upon an ambitious and fundamental programme to establish a new cultural attitude to quality across the whole workforce, at the same time introducing techniques, processes and management systems to facilitate the change. The programme called EXCEL, has now been running for over four years and the results are dramatic. The workforce are demonstrably committed to 100 per cent defect-free operations, and the quality and reliability of Havant-produced computers and peripheral has improved by a factor of five times over the past three years. Most important of all, the performance of the Havant factory appears to be matching that of its Japanese counterparts. The enhanced and efficient workforce encourage them for giving high performance and making comparison between different departments increases the organization overall performance, quality and return on investment