- Process improvement road map– Introduction
- Establishing objectives & strategy
- Identify process value stream
- How to select processes for PI assessment (a.k.a Assess Process Impact & Maturity)
We are now ready to get into the nuts and bolts of PI assessment.
Known as QCPC (Quality Clinic Process Chart) assessment, this aspect of the PI journey involves collecting and recording process deviations for the area under review. The area under review is the one that was identified and explained in the previous phase of the PI journey, “Assess Process Impact & Maturity”.
Just as a doctor orders the necessary tests to diagnose an ailment, in this module of PI, the “PI doctor” also collects and charts significant data by conducting the necessary process deficiency tests.
A QCPC clinical activity is similar to a medical clinical diagnostic activity. PI process technicians collect business process deviation data to help identify potential business process problems. After collecting the data, they chart the process deviations to look for trends and patterns. These PI technicians do not jump to conclusions and immediately treat the problem, unless the issue is so severe that a short term solution is necessary. Additional tests may have to be conducted and charted and eventually the process technicians perform a root cause analysis to correctly identify the mistake proofing solution.
QCPC assessment is the foundation and heart of any process improvement activity and allows organizations to pinpoint what specifically is wrong in the process.
So how do you conduct a QCPC clinical activity?
The first step is to know the existence of a problem. This is generally identified through a formal Impact-Maturity exercise or knowing the existence of a problem day-to-day. This initiates the need for QCPC clinical process.
The second step is to collect, document, summarize and chart the process deviations in a manner and form that will be understood by all. The proper and meaningful charting of the data is very critical as it will help identify patterns and trends. Collected data should be shared with the process stakeholders as “golden nuggets” for process improvement.
The third step in the QCPC activity is data and trend analysis leading to a formal root cause assessment. This involves a deep and rigorous root cause analysis (RCA) of the process deviations so that meaningful solutions can be identified. We will devote a separate module on RCA.
The fourth and final step involves determining process improvement projects based on the process clinical activity.
The benefits of a QCPC activity are many; however, some of the major benefits are summarized below:
- Employee involvement
- Building employee / management trust and confidence
- Creating a positive work environment
- Making the lives of the associates involved in the day-to-day activity more meaningful and less stressful
- Encouraging problem solving
- Addressing customer issues in an unbiased and an unemotional manner
- Prioritizing corrective actions to the areas that have the highest impact to business objectives
- Setting aggressive process improvement goals
Like any major initiative, the QCPC or PI activity requires management support, commitment and leadership to a “Quality First” culture. When process deviations are captured and shared, it requires management leadership of not “shooting the messenger”. All process deviations must be treated as golden nuggets and associates should be rewarded for bringing forward this information. This helps raise the morale and associates will get excited in making improvements. However, this type of inclusive culture must start at the top, with top managers making themselves part of and active members of the QCPC clinical activity.
The next blog will be devoted to analyzing turnbacks or process deviations and conducting a formal root cause assessment.
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