Dictionnaire

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The Dictionary is a temporary Wiki. Each word or term shoud have a seperate page.

AIM

Brainstorming - See plaque with steps in every CleanAir conference room.

Career-path - Your personal plan for you. Is yours written down?

CI - Continuous Improvement.

Customer - The judge of quality and performance. Also see Internal.

Customer Needs - There are known needs and unknown needs.

Cycle Time - That which is constantly reduced by a method.

Down Stream Thinking - Knowing your customer processes so you can exceed expectations & provide helpful feed-forward.

Team Member Involvement

Environmental Stewardship

Expectations - Customer quality indicators which are identified by direct method, never a guess.

Flow Chart - A road map for a process or system.

Front End Cost - Something that must be recovered with an appropriate ROI in the price structure.

Healthy Company - Company having satisfied, quality conscious customers and a product or service that is valued.

Internal Customer - Any CleanAir team member who receives any of your work output. Someone whose expectations you continuously try to exceed.

ISO - 9000 & QS - 9000 - International Quality Standards which some believe improves quality. Done correctly, it is a documentation, metric and auditing system where "you say what you do and do what you say and can prove it". Often, however, it is a charade.

Mission - A facility for homeless people. A military operation. Not a CleanAir word.

Need - Usually refers to a customer need which are identified during a customer needs analysis. We do needs analysis with all customers (internal and external) by continuously asking them to identify constraints.

Operational definition - See chapter nine of "Out of the Crisis", by Deming

Partnershipping - Teaming with another company to do joint marketing and higher value work.

PDCA - Plan do check act.

PDSA - Plan do study act. We should change this to PDTA since Testing is what we do best.

PDTA - Plan do TEST act. We test to see if it work equal or better than plan.

Policy - CleanAir policy helps employees, worldwide, to understand a corporate value or aspiration that is necessary in their work. It is a very high level document.

Problem Board - See quality board.

Process - A component of a system.

Process map. Flow diagram. How process actually works.

Products - Things that are exciting and innovative.

Profound Knowledge - Wisdom which generally comes from outside the system.

Purpose - A system purpose and a system aim are the same thing.

QQT - Acronym for a good task or project definition which includes Quantity, Quality & Delivery Time (date).

QQTV- Acronyms for a better task or project definition which includes QQT & customer Value.

QQTVM- Acronym for a CleanAir task or project definition which includes QQTV & customer Metric for Value Measurement.

Quality - Key element to future success. Ticket to the game. Is an attitude.

Quality Behavior -

Quality Board (Ford Motor idea) Marker board in work area for recording ideas.

RCA - Root Cause Analysis

Service - How to blow socks off customer.

Shared Responsibility - Oxymoron. Responsibility can not be shared.

SPC - Statistical Process Control (See External Links )

Stakeholder - Any one or any group having an interest in a common system aim.

Supplier - Can be internal or external.

Sub-optimization - Improving a part of a system which does not improve the end product. (example: using micrometers to build sidewalks)

System - A collection of components which frequently work together to meet one aim.

System Artifacts - Methods, process steps and reports which are no longer needed but are still being done.

System Think - Considering how each component or small change affects the whole system.

Teamwork

TOC - We recommend the "Theory Of Constraints" by Goldratt (see External Link below)

Unintended Consequences

Unmatched Quality - CleanAir unmatched by another air company.

Up Stream Thinking - Knowing your suppliers processes so you can provide helpful feedback.

VALUE - The sum of customer bottom line benefits measured by customer / ( Invoiced amount + hidden costs)Values - See CleanAir Values document.

Vision - See CleanAir Vision document

White Time - Time in cycle when nothing is happening and which extends delivery time.

World Class - Equal to the best in the world. Would be for all or part of a system.

Words and Phrases we are trying to Eliminate:

Boss - We hire people for their brains and we expect them to use them. Our Leadership Model states "We are all leaders at CleanAir ".

Budget - We focus on - Quality - Value - Profit and Sales. Not cost.

Branch Office - All our offices are full service offices. Using our team CleanAir philosophy we can deliver any of our products or services to any part of the globe.

Competitor - Most companies we may bid against are also our best customers and we are all working for the same ultimate goal, a better environment.

Department - We work on teams with mutiple team leaders.

France Office - We name our offices by the city not the country. We have a Marseille office.

International Office - We are a global company, we have global offices.

Manager - We manage projects and systems but not people. We do therefore have Project Managers but not people managers. In Marseille we have a Managing Director which is required by law for a French business society (corporation).

Management - See Manager.

Outer Office - All our offices are full service offices.

Regional Office - All our offices are full service offices.

Satellite Office - All our offices are full service offices. Every office must know and sell what we can do in any other office. Example: We do resistivity analysis in Palatine so a if you are in Marseille and a caller asks; "Faites-vous l'analyse de résistivité? La réponse est OUI"! We delivery all our services to every where on planet Earth.

Phrases we try not to use.

Job Description - What ever it takes, just do it. We do however have a Leaders Guide which we created to meet the France legal requirement for a Managing Director.

It's too late in the day. - Customers comes first so how could it be too late.

I have to catch a train. - See, "It's too late in the day" in this list.

Greenleaf Links

External Links

Wikipedia - Theory of constraints?

Statistical Process Control