[ADD] Manufacturing: Continuous product improvement

closes odoo/documentation#9964

Signed-off-by: John Holton (hojo) <hojo@odoo.com>

content/applications/inventory_and_mrp/manufacturing/workflows.rst

@@ -15,3 +15,4 @@ Workflows
    workflows/unbuild_orders
    workflows/byproducts
    workflows/allocation
+   workflows/continuous_improvement

content/applications/inventory_and_mrp/manufacturing/workflows/continuous_improvement.rst

@@ -0,0 +1,248 @@
+==============================
+Continuous product improvement
+==============================
+
+.. |MO| replace:: :abbr:`MO (Manufacturing Order)`
+.. |MOs| replace:: :abbr:`MOs (Manufacturing Orders)`
+.. |BoM| replace:: :abbr:`BoM (Bill of Materials)`
+.. |ECO| replace:: :abbr:`ECO (Engineering Change Order)`
+.. |QCP| replace:: :abbr:`QCP (Quality Control Point)`
+.. |PLM| replace:: :abbr:`PLM (Product Lifecycle Management)`
+.. |BoMs| replace:: :abbr:`BoMs (Bills of Materials)`
+
+*Continuous improvement* is a general philosophy intended to help individuals and organizations
+constantly improve themselves and the work they produce.
+
+There are a variety of different methodologies that fall under the umbrella of continuous
+improvement. These include kaizen, six sigma, and lean, among others. While the specific steps of
+each method differ, their goal remains the same: implement a process by which improvement is a
+perpetual goal, rather than a one-time accomplishment.
+
+The sections below contain details about how Odoo can be used to implement four general steps common
+to many of the most popular continuous improvement strategies, with links to documentation about
+configuring the necessary features. The final section details how a specific company might configure
+these Odoo implementations within their organization.
+
+#. :ref:`manufacturing/workflows/ci-identify`
+#. :ref:`manufacturing/workflows/ci-suggest`
+#. :ref:`manufacturing/workflows/ci-implement`
+#. :ref:`manufacturing/workflows/ci-review`
+
+.. important::
+   Continuous improvement is not a one-size-fits-all methodology. While most strategies include
+   between four and six steps, proper implementation requires developing a system tailored to the
+   specific needs of each company.
+
+   This is not a limitation, but rather a benefit, as it makes the methodology flexible enough to
+   adapt to almost any use case. Odoo, in particular, adapts well to this flexibility, as it can be
+   configured to meet the needs of almost any workflow.
+
+   As such, it is important to remember the content below only provides *examples* of how Odoo
+   *might* be used. They should be viewed as more of a starting point, rather than a concrete
+   outline that every organization must follow.
+
+.. _manufacturing/workflows/ci-identify:
+
+Identify problems
+=================
+
+Before improvement can begin, it is necessary to determine where improvement is necessary. This is
+where identifying problems comes into play. Two of the best Odoo apps for identifying problems with
+products or processes are *Helpdesk* and *Quality*.
+
+Helpdesk
+--------
+
+The *Helpdesk* app is useful for receiving feedback from outside of the organization, like from
+clients or customers. This is accomplished by implementing one (or more) of the methods for
+:doc:`receiving tickets <../../../services/helpdesk/overview/receiving_tickets>`, including email
+aliases, live chat conversations, and website forms.
+
+Using these methods, customers can submit feedback about problems, which is then reviewed by a
+member of a :doc:`helpdesk team <../../../services/helpdesk>`. Depending on the outcome of the
+review, the team member may decide to take further action to ensure the issue is addressed. This can
+include creating a :doc:`quality alert <../../quality/quality_management/quality_alerts>`.
+
+Quality
+-------
+
+The *Quality* app is useful for receiving feedback from *within* the organization, like from
+employees.
+
+One method for accomplishing this is to set up a :doc:`quality control point
+<../../quality/quality_management/quality_control_points>` (QCP). A |QCP| is used to automatically
+create quality checks at regular intervals, prompting employees to inspect, and confirm, the quality
+of a product.
+
+If an issue is found, an employee can then create a :doc:`quality alert
+<../../quality/quality_management/quality_alerts>` to notify a quality team. Quality alerts can also
+be created independent of a |QCP|, in the event that an employee discovers an issue without being
+prompted to check for one. This is a great way for customer support employees to notify a quality
+team of an issue brought to their attention by a customer ticket.
+
+.. _manufacturing/workflows/ci-suggest:
+
+Suggest improvements
+====================
+
+Once a problem is identified, the next step is to put forward ideas for how to address the problem.
+As with identifying problems, the *Quality app* is also useful for suggesting improvements. In
+addition, the *PLM* (*Product Lifecycle Management*) app can be used for this purpose, as well.
+
+Quality
+-------
+
+When creating a :doc:`quality alert <../../quality/quality_management/quality_alerts>` to bring an
+issue to the attention of a quality team, the :guilabel:`Corrective Actions` and
+:guilabel:`Preventive Actions` tabs can be used to provide feedback about how the issue can be
+addressed.
+
+The :guilabel:`Corrective Actions` tab is used to suggest a method for fixing items affected by the
+issue. For example, `Screw the bolts on tighter, so the seat stays in place`.
+
+The :guilabel:`Preventive Actions` tab is used to suggest a method for preventing the issue from
+occurring in the future. For example, `Do not tighten the screws too much, or they will be
+stripped`.
+
+The quality team that reviews the alert sees these suggested actions, and can take them into account
+when deciding how to address the issue.
+
+PLM
+---
+
+The |PLM| app is used to manage the lifecycle of a product from its introduction through each
+successive version. As such, it is useful for testing ideas for product improvements.
+
+Using :doc:`engineering change orders <../../plm/manage_changes/engineering_change_orders>`, product
+management teams can create new iterations of product |BoMs|, adding or removing specific components
+or operations, as needed. The products created using these |BoMs| are put through a review process
+to confirm the effectiveness of the changes.
+
+.. _manufacturing/workflows/ci-implement:
+
+Implement strategies
+====================
+
+Implementing strategies involves putting the proposed solutions from the suggest improvements step
+into action. The |PLM| app continues to be useful during this step, as it can be configured to make
+|BoM| updates. The *Field Service* app can also be used by certain companies to make improvements to
+products that have already been sold to customers.
+
+PLM
+---
+
+Once |BoM| changes have gone through the proper review process, they can be approved, and the
+updated |BoM| put into use. This is accomplished by configuring one of the |ECO| review stages to
+:ref:`apply the changes <plm/eco/apply-changes>` made to the |BoM|, at which point the updated |BoM|
+becomes available for new |MOs|.
+
+Product |BoMs| can continue to be updated, as needed. The :doc:`version control
+<../../plm/manage_changes/version_control>` features of the |PLM| app allow for easy management of
+all versions of a given |BoM|.
+
+Field Service
+-------------
+
+The |PLM| app is a great way to make changes to product |BoMs|. However, these changes only affect
+products produced using the new |BoM|. If a defective product has already been sold to a customer,
+it may be necessary to repair (or update) that product.
+
+In such a case, the *Field Service* app can be used to schedule :doc:`onsite interventions
+<../../../services/field_service/onsite_interventions>`. These interventions allow service
+technicians (or other employees) to be sent to a customer's location to address an issue with a
+product.
+
+.. _manufacturing/workflows/ci-review:
+
+Review actions
+==============
+
+Reviewing actions is where the "continuous" part of continuous improvement comes into play, as it
+allows an organization to evaluate the decisions made in the previous steps. As such, this step is,
+essentially, returning to the beginning of the process, so that additional problems can be
+identified and addressed.
+
+This means that the *Helpdesk* and *Quality* apps should be used again to receive customer and
+employee feedback. Another app that may be useful at this stage is the *Surveys* app.
+
+Surveys
+-------
+
+After implementing changes to a product or process, it may be wise to solicit customers for their
+feedback directly, rather than waiting to hear from them of their own volition. This may bring to
+light feedback that customers may have otherwise neglected to share.
+
+One of the best ways to accomplish this is through the :doc:`Surveys <../../../marketing/surveys>`
+app. Creating a survey, and sending it to customers who receive an updated product, increases the
+likelihood of receiving relevant feedback about the product.
+
+.. admonition:: Example workflow: coat rack product improvement
+   :class: alert alert-success
+
+   *Wood Hut* is a manufacturer of fine wood products. They are committed to manufacturing products
+   of the highest-possible quality, and are always looking for ways to improve the products they
+   sell, along with the processes used to create them.
+
+   Wood Hut uses the Odoo platform to manage every element of their production, fulfillment, and
+   customer satisfaction processes. They have developed a custom product improvement workflow that
+   incorporates the Helpdesk, Quality, PLM, and Manufacturing apps.
+
+   One of Wood Hut's most popular products is their *coat rack*. It's made entirely of oak, and
+   customers describe it as "sleek and elegant." However, recent customer feedback about the coat
+   rack has brought attention to quality issues that necessitate revising the current manufacturing
+   process.
+
+   The product revision workflow begins when the customer service team receives a ticket in the
+   Helpdesk app from a customer having problems with the coat rack she purchased. The customer,
+   Abigail Peterson, has found that her coat rack falls over when more than five coats are hanging
+   from it. This is a major issue, as the coat rack has enough dowels for six coats.
+
+   .. image:: continuous_improvement/helpdesk-ticket.png
+      :align: center
+      :alt: A Helpdesk ticket about an issue with the coat rack product.
+
+   Marc, the customer service employee assigned to the helpdesk ticket, opens the Quality app, and
+   creates a new quality alert. He tags the *Production Quality Team* and assigns Julie Andreson as
+   the quality employee responsible for the alert.
+
+   Julie reviews the alert, and consults with her team about the best course of action. They decide
+   that it is necessary to revise the product's |BoM| to prevent the issue from occurring in the
+   future, which Julie notes in the :guilabel:`Corrective Actions` tab of the quality alert.
+
+   .. image:: continuous_improvement/quality-alert.png
+      :align: center
+      :alt: A quality alert created about the issue with the coat rack product.
+
+   Then, Julie messages product engineer, Joe Kazan in the chatter of the quality alert to bring it
+   to his attention. Joe opens the |PLM| app and creates a new |ECO|, noting the problem with the
+   coat rack, and suggesting that a change to the product's |BoM| may be necessary.
+
+   .. image:: continuous_improvement/eco.png
+      :align: center
+      :alt: An ECO created to update the coat rack product's BoM.
+
+   Joe clicks :guilabel:`Start Revision`, and then the :guilabel:`Revision` smart button to open
+   version two of the coat rack's |BoM|. This |BoM| was created alongside the |ECO|, and remains
+   archived until it is approved.
+
+   After some testing, Joe discovers that adding a metal *support rod* to the coat rack strengthens
+   it, allowing the rack to hold six or more coats without falling over. He updates the |BoM| to
+   include the support rod as one of the components, and adds an extra operation to make sure it is
+   installed during the manufacturing process. Finally, he leaves a message in the chatter of the
+   |ECO|, letting his manager, Jose, know that it is ready for review.
+
+   .. image:: continuous_improvement/bom.png
+      :align: center
+      :alt: The coat rack BoM, updated to add an extra component and operation.
+
+   Jose reviews the changes, and confirms they are an effective method for addressing the problem
+   with the coat rack. He moves the |ECO| to the *Approved* stage, which makes version two of the
+   coat rack |BoM| the current version.
+
+   Now, each time an |MO| is created to produce a coat rack, the updated |BoM| is automatically
+   selected. Wood Hut begins producing the improved coat rack, and customer feedback confirms that
+   the new version has addressed the problem with its predecessor.
+
+   Using the Odoo platform, Wood Hut has implemented an end-to-end product improvement process.
+   Since the essential elements of this process (customer feedback, quality control, etc.) are
+   always functioning, it can be reused to continuously update products and processes.