Delivering quality products or services is never an accident. It is the result of ongoing effort, plus the application of strategies that anticipate constant change, both internal and external. This focus can radically alter the performance of an enterprise for the better. To put it academically, quality builds reputation, cements customer loyalty and enhances a company’s brand. And it can have a very positive impact on revenue.

In business, however, an effort like this may have a less than optimal outcome if there isn’t a clear understanding of quality management operations, what processes need to be improved within an organization, and the steps to take to improve. This process takes effort and investment of time, but, as UCLA basketball coach John Wooden once said: “If you don’t have time to do it right, you must have time to do it over.”

Process critical market sectors, like aerospace, medical devices and power generation, where failure is not an option, demand attention to and often certification of critical process performance. The growth and success of a business may depend upon how this demand is fulfilled.

Looking inward

The need to “look inward” to perform an internal audit of key processes in order to improve quality is a solid first step. The usual procedure is to form an internal company team and challenge them to highlight any issues they spot and suggest corrections.

The beneficial outcome of this undertaking, however, may be muted by the fact that, in most critical industries, quality expectations extend not only to the final product, but also retroactively backward through the entire supply chain of material, component and service providers.

Airplane manufacturers, for example, may expect that suppliers of an airframe subsystem will also ensure that metal components used in its assembly will be properly heat-treated by the outside manufacturers of those components. Shifting the onus of ensuring supply chain quality and performance to the final product or system supplier is rapidly becoming a contractual obligation.

Additionally, customer expectations of product quality also encompass continuous improvement, not just a one-time program to correct problems. The expectation of continued excellence in product and service quality, particularly in critical areas where public and user safety is paramount, can be a strong factor in the awarding of contracts. Unless a continuous improvement goal is clearly stated for a product and it is backed up with solid metrics provided in a customer-accessible dashboard, RFQs from targeted customers may be few and far between.

The benefits of process analysis

Process-specific assessments of a business undertaken by outside industry experts can be crucial in supplying the information required to help build customer acquisition and retention in critical target areas. These efforts can initially help to understand which questions need to be asked and what benchmarks need to reach. The development of answers to these questions can then help users evaluate, with the appropriate metrics, both internal and external supplier competencies. This data can then be used to target and manage improvements.

The Performance360 service is a strong example of a pre-audit assessment process offered and managed by the Performance Review Institute (PRI). It can allow users to understand their own current process capabilities, develop the individual safety, quality and sustainability metrics needed to achieve a new level of continuous improvement, and help to build a custom roadmap for action.

What is Performance360?

As previously mentioned, the Performance360 program is managed by PRI, a global administrator of industry-managed critical process accreditation programs, such as Nadcap conformity assessment for the aerospace sector. These programs focus on improving process quality in areas where product safety and quality are critical for the integrity of systems that protect the public.

The Performance360 program is a customized critical manufacturing and quality management service that uses an assessment process to help companies worldwide optimize both their internal systems and manage their supply chain. It does this through internal audits, supply chain audits, audit question development, training and personnel qualification needs assessment, and Non-Conformance Report (NCR) resolution. The Performance360 assessments cover management systems, critical processes, management system tools and outside supplier capabilities.

Working together with Performance360 assessment personnel, users can effectively and efficiently prepare for outside certification audits, get critical feedback on the strength of internal quality and management systems at the company or its suppliers for a critical process, improve user knowledge about and use of modern quality management system tools, and meet the needs of demanding customers.

Industries served by Performance360

The Performance360 service offers critical process assessments to companies in industries that include, or may be related to:

• Aviation, defense and space
• Medical devices
• Pharmaceuticals
• Mobility and transportation
• Power generation and distribution
• Oil and gas
• Marine
• Mining
• Chemicals

In reality, there are many companies in industries not included in this list that have critical process and quality demands that may also benefit from the services provided by Performance360. The professionals approach each client as a unique case that requires customizable solutions to specific problems. These solutions can often lead clients to additional business opportunities.

Understanding critical needs

Performance360 assessment personnel include over 300 technical professionals located around the world with industry-specific expertise and deep experience in various process delivery areas. Some of these critical process areas include, but are not limited to:

· Castings

· Coatings

· Composites

· Electronics

· Fluid distribution systems

· Forging

· Heat treatment

· Machining

· Materials testing

· Measurement and inspection

· Sealants, surface enhancement

· Welding

The Performance360 professionals have also worked with and understand both the Nadcap and MedAccred audit procedures used in aerospace and medical devices, and the process quality requirements that are mandated by companies in these industries.

“The Performance360 assessment program has some of the most experienced auditors in the world,” according to Bob Lizewski, vice president of Performance360. “They have an unrivalled knowledge and understanding of critical manufacturing processes and quality management systems,” he added.

Frequently asked questions about Performance360

The Performance360 assessment process is designed and customized to evaluate the individual processes and procedures used at each individual company against industry-accepted and recognized best practices and standards, and then target specific areas for improvement in order to reach the demands of customers and prospects. Some of the questions asked about this program are:

How is the Performance360 program different from other quality assessments?

Performance360 professionals focus on continuous improvement at an organization rather than an individual audit. These technical experts specialize in the critical manufacturing processes in-use in an organization and how they can be improved to affect quality.

What is an industry critical process?

An industry critical process is defined as one requiring a necessary and accepted level of quality, adherence to accepted technical consensus standards, and commitment to best practices in manufacturing and business.

Can the Performance360 program apply to international locations?

With more than 300 assessment professionals at work in more than 30 countries, Performance360 is a global service covering all regions. The Performance360 professionals speak multiple languages to interface with on-site staff.

What are some of the custom process assessment services provided by Performance360?

Individual deliverables include: pre-audit assessments to help prepare for critical process or management system audits or certifications; first and second party assessments to evaluate individual supply chain on-boarding proficiencies; audit questionnaire development to help define unmet requirements in critical quality and management system areas; training and personnel qualification needs assessment to identify deficiencies in both the company and its suppliers; and non-conformance report resolution to help resolve specific process problems.

Getting started

Because Performance360 works closely with individual companies, and every company is unique in its process and management style, customization is important. Initially, a Performance360 representative will meet with users to get an overview of their current capabilities and future needs with respect to individual process areas or preparation for specific outside audits or certification.

This meeting will result in a proposal specifically customized to user needs and goals. Since an individual company’s quality management journey can take many turns, early engagement with the Performance360 program is encouraged.

Summary

The development of continuous improvement in process and management quality can lead not only to cost savings for an individual company, but also significant opportunities for increased business. Discovering, planning for and implementing effective efforts in the quality journey requires the professional assessment of the current capabilities of a company, and often its complete supply chain.

The outcome of the assessment process can lead to changes that may not only solidify existing business from customers industries that have critical safety needs, but also new business in sectors not previously considered. Performance360 assessments can help companies seeking to improve their business performance by taking positive action today and continuing it into the future.

As the legendary character Yoda once said about self-improvement: “Do or do not. There is no try.”

Further information

name="_Hlk153868861">To learn more about the Performance360 service from PRI, visit their website. Download the Performance360 brochure also located on their website.

To schedule an appointment with a Performance360 representative, or to get answers to any questions, email: performance360@p-r-i.org.