QCC/ICC EXCELLENCE TRAINING PROGRAM

INTRODUCTION

Successful organizations leverage on the total participation from their employees to achieve high quality
standards in order to satisfy their customers. Quality Control Circle (also known as Innovative & Creative
Circle (ICC) or just Small Group Activity (SGA)) consist of a small group of employees, usually coming
from the same work area who voluntarily meet on a regular basis to identify, investigate, analyze and solve
their work-related problems together in order to contribute to the improvement of the enterprise. They also
helps to identify continuous improvement ideas and to avoid potential problems at the workplace.
QCC practices help respect humanity and to build a cheerful workgroup through the development of the
employees' infinite potentials.

It has been the Japanese experience that 95% of the problems in the work area can be solved with simple
quality control methods such as the 7 quality control tools [Ishikawa, 1986]. These tools will help QCCs to
do brainstorming systematically and to analyze the problems critically. Then, through logical thinking and
experience, most work problems can be solved. Other benefits of QCC are improved two-way
communication and teamwork. The management becomes more aware of the staff capabilities and,
in turn, the staff becomes aware of the day-to-day problems of running an organization.
Communication and teamwork between departments also improve, so is employees' work
motivation. Overall, organizations that introduce QCC programs can help improve its quality
standards, employees' morale and enhance customer's confidence. Therefore, QCCs should be part of
any company's Total Quality Program.

These training modules are specially designed to train all Facilitators, QC Leaders & Members on how to
start a QCC team, systematically solve problems using proven PDCA processes, 7QC Tools and Problem
Solving & Decision Making techniques. Participants will also learn how to prepare & present their ideas,
facts, accomplishments as well as suggestions to the management in the most effective manner. These
training modules also include case studies to help reinforce participant’s understanding of the QCC
standard approaches toward making quality improvements at the workplace. These training modules is a
must for those who want to adopt the QCC way of quality improvements through teamwork and people
empowerment.

TRAINING METHODOLOGY :
For maximum participation and learning impact, the methods used in these training modules include:
• Lecture & small group discussions
• Small Group Activities – teamwork, team problem solving activities
• Practice Sessions – case studies, data analysis, 7 QC Tools exercises, team presentation
• Quizzes, tests & games

WHO SHOULD ATTEND:

- All QCC/ICC Facilitators, Leaders and Members
- Section Heads, Engineers, Officers, Supervisors, Trainers, Frontline Personnel who are involved in small
group activities.
PROGRAM OUTLINE

TRAINING MODULES CONTENTS

1). Foundational module: 1. About QCC/ICC:

• Introduction: What is QCC/ICC? History of QCC/ICC.
• QCC/ICC benefits and problems.
QUALITY CONTROL CIRCLE (QCC)/ • Role of Management, QCC/ICC Facilitator, Leaders,
INNOVATIVE & CREATIVE CIRCLE Members
(ICC) • Definition of Quality.
• PDCA: Problem solving approach and creativity
• Usage of 7 QC Tools
( Duration : 2-day program) ) • QC Story: Presenting your team’s improvement
activities
[For ALL Facilitator/Leader/Member] • Exercises

2. Case Study Exercise 1 :

• Case Study 1
• QC Tools and applications
COURSE OBJECTIVES : • Systematic problem solving steps.
At the end of the course, participants will be able • Using Brainstorming technique
to … • Using 5Whys and 5W+1H questioning techniques
• Describe the purpose, benefits and method of
QCC operations 3. Group problem solving techniques:
• Understanding Motivation, Teamwork, Commitment
• Utilize simple QCC techniques and problem and Productivity
solving skills at their workplace • Understanding group behaviors
• Practice the skills for effective participation in • Why teamwork is important?
QCC activities • Effective communication
• Basic interpersonal skills
• Present QCC activities to their management. • Exercises
• Foster closer human relations within fellow
workers through group dynamics and work as 4. Forming Start-up QCC
a team • Forming a start-up QCC to solve work related problems
• Conducting effective QCC/ICC meetings and
• Increase participation, solve problems and proceedings
develop the feeling of importance through • Do’s & Don’ts in QCC.
QCC activities • Exercises

5. Case Study Exercise 2:

• Case Study 2
• Application of PDCA Cycle
• Application of 7 QC Tools

6. QCC Presentation:
• Presenting the Step-By-Step QC Story
• What do Management look for in QCC Presentations
• Group presentation
• QCC Implementation Plan
• Do's & Don't in QCC Implementation
2). Foundational module: 1). About QCC/ICC (Revision):
• Brief history of QCC/ICC.
QCC/ICC FACILITATION SKILLS • QCC/ICC benefits and problems.
• Role & responsibility of Management, QCC/ICC Facilitator,
(Duration: 2 Days ) Leaders, Members

[For ALL Facilitator/Leader] 2). QCC Formation Exercise:

• Case Study 1: Forming a start-up QCC to solve work related
problems.
• QC Tools and applications
COURSE OBJECTIVES : • PDCA - - Systematic problem solving steps.
At the end of the course, participants will be able • Brainstorming and questioning techniques
to...
• Understand the purpose, benefits and 3). Roles & Responsibilities of QCC Facilitator/Leader
methodology of QCC operation. • Role and function of QCC Facilitator/Leader
• Leader's role & responsibilities
• Identify the role and responsibilities of a QCC • Facilitator’s role & responsibilities
facilitator. • Understanding Motivation, Teamwork, Commitment and
• Facilitate QCC meeting effectively using Productivity
systematic Problem Solving techniques. • Motivating QCC leaders and members.
• Establishing group climate, Norms, ground rules
• Conduct Effective Meetings and get • Ensuring full participation
participations from QCC members • Ensuring commitments to actions
• Get team members to effectively present QCC
activities to the management using the 4). Effective Meetings Skill
standardized QC Story format. • Conducting effective QCC/ICC meetings and proceedings
• Utilizing group processes to facilitate participation:
• Guide and facilitate QCC members to • Individual techniques
complete QCC projects/activities successfully.
• Small Group techniques
• Deal with challenging situations and handle • Summarizing discussions
conflicts in QCC.
5). QCC Presentation Exercise
• Case Study 2: QC Story Presentation
• Application of PDCA Cycle
• Application of 7 QC Tools
• QCC Implementation Plan
• Training & facilitating QCCs to present

6). Dealing with Challenging Situations

• Stages of team development and sensitivity
• Handling disruptive behavior
• Handling conflict in QCC
• Coaching for performance.
• Get meetings moving

7). Exercises
• Case-studies
• Individual presentation.
• Role-play and group exercises
3. Skills building module: 1. Introduction:
• What is Quality?
• What is Deming’s PDCA Cycle?
'PDCA TECHNIQUE FOR QUALITY • Japanese practice of KAIZEN at workplace.
IMPROVEMENT'
2. PDCA Techniques to: An overview
• Continuous improvement cycle – PDCA cycle
(Duration: 1 Day ) • What are the QC tools used in each phase?
• Planning for PLAN, DO, CHECK, ACT phases
[For ALL Facilitator/Leader/Member]
3. PLAN Phase:
• Identifying performance gap
• Exercise: Define problem statement
COURSE OBJECTIVES : • Understanding Current Situation
At the end of the course, participants will be able • Exercise: Is there a need to contain the problem?
to … • Exercise: Prioritize problems using Pareto (80/20) Principle
• Identify the importance & benefits of • Root cause analysis: Identification of where the problem IS
systematic PDCA approach to effective and IS NOT.
problem solving & quality improvement. • 5 W’s and 2 H’s questioning technique.
• Exercise: Brainstorm & using Ishikawa’s Fish Bone
• Distinguish between the causes and effects of Diagram
problems
• Identify when, where and how to use the 4. DO Phase:
analytical techniques in each phase of the • Planning out what further information needed
PDCA cycle. • Exercise: Verify it is actually the causes.
• Proposing & selecting best solution.
• Experience and apply the problem solving & • Plan for implementing and monitoring the results.
quality improvement techniques using case
studies. 5. CHECK Phase:
• Solve work problems effectively as a team • Check solutions
• Exercise : Verify the 'Before & After' effects
• Validating impact to root causes.
• Exercise: Using QC Tools to verifying results against goals

6. ACT Phase:
• Embedding solution for long-term measures
• Standardizing and proliferation to other similar processes.
• Exercise: Next-Step Actions plan
4. Skills building module: 1). Introduction :
- Importance of using data/facts for problem solving.
- What are the 7 QC Tools?
'7 QCTOOLS FOR QUALITY - 7 QC Tools used in PDCA problem solving cycle
IMPROVEMENT'
2). Understanding Data
(Duration: 2-Days) - Types of data
- Understanding Variations, Central Tendency & Dispersion
[For ALL Facilitator/Leader/Member]
3). 7QC Tools & Its applications
Tool 1 : Histogram to analyze distribution of data
- Characteristics of histogram
- How to construct histogram & interpret the data.
COURSE OBJECTIVES :
At the end of the course, participants will be able Tool 2: Check Sheet for data collection
to … - Various types of check sheets
- Choosing suitable type of check sheet
• Recognize and use the power of each of the 7
QC Tools Too 3: Pareto Diagram to prioritize problem
- How to prioritize what problem to work (80/20 rule)
• Construct the QC tools accurately in a fast - How to construct Pareto Diagram.
pace manner using MS Excel software
• Interpret and make accurate quality Tool 4: Graphs for presentation & monitoring progress
improvement decisions using the correct tools - Type of graphs, which graphs to use?
- Flowchart & it purpose
• Solve problems effectively using a systematic
and scientific process Tool 5: Cause & Effect (Fishbone) Diagram to identify possible
• Experience team dynamics in solving root causes
problems - Characteristics and application of Cause & Effect diagram
- How to construct a fishbone diagram. The Do’s/ Don’t’s.
• Use the MS Excel working templates to
quickly analyze & solve problems back in Tool 6: Scatter Diagram to study the relationship between different
their workplace. parameters.
- Characteristics and application of Scatter Diagram
- How to construct & interpret scatter diagrams.
**Special note:
-Computers (preloaded with MS Excel 2007 or above Tool 7: Introduction to Control Charts (for process monitoring).
software) should be made available for participants to - Different types of control charts
- Special & Common causes in control chart.
practice hands-on. Excel working templates will be
provided to speed up the construction of the QC tools. - How to construct basic control charts.

-Participant with prior knowledge/skill of basic MS Excel

2007 (e.g. edit tables, using formula, charting, etc) will 4). Other Subjects Also Covered in the Program:
help complement the accelerated learning objectives of - Questioning techniques: '5xWhy', 1H+5W
this course - Teamwork: Working as a team.
- Brainstorming technique
- Constructing QC Tools fast & accurate using MS Excel
5. Skills building module: 1). Introduction:
• Why is presentation skill so important?
'QUALITY IMPROVEMENT TEAM • Introduction to QCC/ICC project presentation style.
PRESENTATION SKILLS' • QCC/ICC competition judging criteria.
• Role of project team members in presentation.

(Duration: 3-Days) 2). Small Group Activities Quality Improvement Basics

• Understanding and presenting the PDCA improvement
[For ALL Leader/Member who are preparing for cycle.
QCC/ICC competitions] • Demonstration of Systematic Problem Solving Steps.
• Creating Quality Improvement Storyline
• Using and presenting QC Tools and applications

3). Preparation for Presentation:

COURSE OBJECTIVES: • Define clearly the objective of presentation.
At the end of the course, participants will be able • Analyze the audience.
to: • Structuring your presentation systematically
• Critical success factors, keywords, voice.
• Recognize the importance of Team • Gathering presentation materials/data
Presentation skills at the workplace. • Correct usage of presentation aids and quality tools used.
• Convince the management on the purpose and
benefits of Quality Improvement projects and 4). Formatting your presentation:
activities through systematic and effective • Outlining your Quality Improvement (QI) Story
presentations. • Data analysis and correct presentation QC Tools and
applications
• Develop the quality improvement storyline • Sequencing the PDCA: Using standardized step-by-step
and learn effective presentation techniques to problem solving approach
showcase their problem solving skills and
• Emphasis points
teamwork.
• Sharing experiences: Teamwork, Brainstorming, techniques
• Handle questions effectively. learnt, creativity found
• Foster closer human relations within fellow 5). Rehearsing your presentation:
workers through group dynamics and work as • Exploring your comfort style
a team.
• Getting feedback
• Increase participation and develop the feeling • Anticipation and how to overcome obstacles
of importance for organizational excellence • Handling questions
• Teamwork in rehearsal
• Overcoming stage fright
**Special note:
-Video-taping and feedback sessions are time 6). Exercises:
consuming activities. Therefore, the class size for this • Case Studies
course should not be more than 12 persons.. • Individual and group presentation exercises
• Video-taping session
-Participants are required to fill up a pre-course survey • Application of PDCA Cycle/7 QC Tools
form and prepare a 3-minutes presentation prior to • Project/Quality improvement (QI) story
attending this course. • Role play
6). Skills Building Module:
1). INTRODUCTION:
' QUALITY & PRODUCTIVITY • What is Quality?
IMPROVEMENTS IN THE • What is Productivity?
WORKPLACE' • Benefits of quality & productivity enhancements.
• Workers’ responsibilities towards quality & productivity
(Duration: 2-Days ) improvements.
• Japanese factories – well known for its quality&
[For ALL Facilitator/Leader/Member] productivity excellence. How and why?

2). WASTES (MUDA), PRODUCTIVITY, QUALITY

• What is waste? How reduction of wastes can improve
COURSE OBJECTIVES : productivity & quality?
At the end of the course, participants will be able • 7 types of wastes in manufacturing.
to: • Simple KANBAN system to track inventory
• Practical 5S + 1S practices and the elimination of wastes
• Understand what it takes and how to improve
• Video: 5S Good Housekeeping Principles
Quality & Productivity at the workplace.
• Recognize management approaches that
satisfy customers through:
3). GEMBA KAIZEN: Continuous Improvements:
• cost competitiveness and increase productivity • What is GEMBA KAIZEN?
• high quality products/services • Why & how can we implement improvements
continuously?
• speed of delivery, and innovation. • Practical Gemba Kaizen: Visual Management practices in
• Learn what is GEMBA KAIZEN and how to manufacturing
continuously improvement one’s workplace.
4). POKA-YOKE: Zero Defects
• Implement simple and practical 5S+1S • What is POKA-YOKE?
Housekeeping Principles to improve • Strategies for Zero Defects?
productivity and safety. • 10 types of human mistakes.
• Practice simple Visual Management activities • Exercises: Designing practical POKA-YOKE system.
at workplace. • Principles for POKA-YOKE improvements.
• Making suggestions for POKA-YOKE.
• Understand how we can achieve Zero Defects
Quality through POKA-YOKE practices. 5). WORK PLANNING & CONTROL
• Appreciate teamwork and experience working • Simple & practical basic production planning methods.
as a team. • Why plan?
• How to control production achievements.
• Exercise: Practical production scheduling and actions plan.

ABOUT THE TRAINER :

Nelson Kok is a Consultant Trainer who obtained his Master degree in Business Administration
(MBA) and a [Link] (Hons) degree in Geophysics from the Universiti Sains Malaysia (USM),
Malaysia. He had over 27 years of work experiences, of which 20 years are related to the areas of
Training & Development. Throughout his career he held various management positions (General
Manager, Human Resources Manager, Training Manager, TQM Manager, and Production
Manager) in multinational Hi-Tech high-volume manufacturing corporations (including AT&T
Consumer Products Pte Ltd, Corner Peripherals, Seagate, Read-Rite), as well as local Malaysian
public listed company, Globetronics Technology Berhad, before establishing his own consultancy
firm, GGN Solutions.

He now serves as a Consultant and Corporate Trainer to several established training providers
throughout Malaysia, Singapore, Myanmar, U.A.E & Sudan. He has trained and facilitated over
11,000 participants from various multinational and local corporations including BMW, SHELL,
PETRONAS, SUDAPET, AT&T, MTN, ZAIN, Petro-Energy E&P, White Nile Petroleum Operating
Co., DAL Motors, KENANA Sugar Co., Global Edutech Management (Suzhou) Co, Motorola,
ALTERA, DELL, AMD, Western Digital, Seagate, Infineon, Agilent, Osram, Jabil, Plexus, Siltera,
SONY, Matsushita, Sumitomo, Toray, ING Insurance Malaysia, Lafarge Malayan Cement Bhd,
Securities Commission Malaysia, Telekom Malaysia, Malaysia Communications and Multimedia
Corporation(MCMC), JKR, VADS, etc. He also serves as a lecturer for several higher learning
institutes such as Open University Malaysia (OUM), Society of Business Practitioners, UK (SBP),
and International Centre for Quality, Sudan.

Throughout his career, he was trained in Japan, Singapore, Malaysia, Thailand, Sudan and is a
certified trainer for many leadership, quality and productivity programs such as ‘7 Habits of Highly
Effective People, Zenger-Miller Frontline Leadership Program, Performance Management System
(PMS), Managerial Decisions & Business Modeling, Managerial Statistics, Train-The-Trainer,
Total Quality Management (TQM), Statistical Process Control (SPC), Quality Control Circles
(QCC) Facilitator, 7QC Tools, Problem Solving & Decision Making, Total Productive
Management, MRPII, ERP, Team Building Program, DDI Supervisory Program’, and many more.
He has also conducted many quality audits and was directly involved in his company’s ISO 9001
and Quality Management Excellence Award (QMEA) certification. Nelson’s area of specialization
is in helping organizations to achieve higher effectiveness and productivity using proven
Leadership, People-Management, Quality and IT techniques and tools