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CUSTOMER AND STAKEHOLDER SATISFACTION MEASUREMENTS
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The results of this type of feedback process provide an understanding of how the employee perceives the organization along different dimensions. This process helps the organization (human resources department) understand how the employees perceive them. This feedback
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Is essential to facilitating development and organizational change. Allows the organization to focus on needs and leverage its strengths. Informs the organization on which actions will create problems for the employees. Provides management with employee feedback (both positive and negative) on the internal health of the organization. Measures the impact of current programs, policies and procedures. Can be used to motivate employees and improve job satisfaction. With both customer and employee surveys, similar information should be collected over a period of time so that trends can be developed and studied. These trends are a tool to gauge the opinions and attitudes of these key stakeholders. Figure 7.1 is an example that demonstrates comparing annual employee satisfaction data, and could be used as a model.
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People I work with cooperate Job makes good use of my skills and abilities Information to do my job Encouraged to come up with better ways Job done by my manager Opportunity to improve my skills Amount of pay Involvement in decisions Conditions allow me to be productive Recognition received for good job Boeing making changes to complete Job security Employee satisfaction index
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29 32 56 58 36 39 45 49 49 49 52 56 52 53 61 65 68 64 65 67 71 70 73 80 78
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20 30 40 50 60 Positive response, percentage of respondents
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Employee satisfaction trends.
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METRICS AND PERFORMANCE MEASUREMENT FOR SOLID WASTE MANAGEMENT
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This chapter discussed the various metrics that are recommended when preparing, conducting, and monitoring a solid waste minimization program. Solid waste emission, nancial, and stakeholder feedback should all be incorporated into a strong solid waste measurement system. All three work together to complete the whole picture for these environmental- and business-focused efforts.
THE GENERAL APPROACH FOR A SOLID WASTE ASSESSMENT
8.1 Introduction to the Systems Approach Framework
After the need has been identi ed to minimize solid waste generation and top management supports and allocates resources to the effort, a solid waste assessment can be conducted. The solid waste assessment is one of the most important steps of the solid waste minimization process because the data generated provides the solid waste assessment team and management with a much greater understanding of the types and amounts of waste generated by the company. These data can be invaluable in the design and implementation of a waste reduction program. Before rushing in to conduct a solid waste assessment, proper planning should be done to ensure the scope, goal, and timeline of the project ts into the strategic plan of the organization. This chapter provides the systems approach framework to ensure that these goals are met using the ve-step Six Sigma DMAIC process discussed earlier in Chap. 6:
De ne Establish the project team, determine the goal, and allocate the necessary
resources Measure Conduct a solid waste assessment and review existing records Analyze Statistically analyze the data collected to identify trends Improve Modify the process to meet the organizational goals established in de ne stage Control Ensure that the improvement initiatives stay in place with continuous improvement and feedback
The remainder of this chapter will expand upon the systems approach and break this framework into smaller pieces, and provide an execution model and process ow to accomplish solid waste minimization. As a reminder, the systems approach examines the
THE GENERAL APPROACH FOR A SOLID WASTE ASSESSMENT
organization as a whole, or a sum of all business processes to achieve established goals. The concept is to use data to develop comprehensive system-wide changes that will drive environmental and economic performance versus routine incremental improvements. In addition, several examples will be provided to further explore and explain each step of the framework. The solid waste minimization process consists of 11 steps:
1 2 3 4 5 6 7 8 9 10 11
Establish the solid waste minimization team and charter Review existing solid waste and recycling records Create process owcharts and conduct throughput analyses Conduct the solid waste sorts at the facility Analyze the data to determine annual generation by work unit or area and establish baseline data Identify major waste minimization opportunities Determine, evaluate, and select waste minimization process, equipment, and method-improvement alternatives Develop the waste minimization deployment and execution plan Execute and implement the waste minimization plan and timeline Validate the program versus goals Monitor and continually improve performance
Figure 8.1 separates this 11-step process as it relates to the Six Sigma approach. By applying Six Sigma and the systems approach, waste minimization alternatives can be developed and evaluated in a standardized manner to reduce the organization s environmental impact and improve nancial performance. With this approach, alternatives are fully described, environmental impacts are quanti ed, a feasibility analysis is conducted, a nancial justi cation analysis is performed, and feedback is collected from all stakeholders before making a nal decision to implement. To aid in describing the 11-step process, a case study is utilized as an example to discuss the real-world application of each step. The case study involves a company in Northwest Ohio that is a leading manufacturer of original equipment batteries, specializing in parts for Chrysler, Ford, Jeep, Nissan, and Mazda. Approximately 18,000 to 20,000 batteries are produced per day in a plant that was opened in 1980. The basic components in battery construction are the case, positive plates, negative plates, separators, plate straps, electrolyte, and terminals. At the company, the separator is made of microporous rubber while the case is made of polypropylene. Other components are lead oxide and acid electrolyte. Waste is generated from each of these components and these waste streams along with the process ow diagrams are discussed in this chapter.
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