process discrepancy reporting steve nelson. process discrepancy reporting introduction background...

Process Discrepancy

Reporting

Steve Nelson

Process Discrepancy Reporting

• Introduction• Background• The Challenge of Process Improvement• Solutions• The PCR Process• Closing

BACKGROUND

Background

• The Process Improvement ‘buzz’– Level ‘X’ Assessment– ISO Certification

• Main efforts in:– Definition– Organization– Distribution and Institutionalization

Process Improvement

Challenge

Process Improvement Challenge

• Organizational Performance Management (OPM)

proactively manage the organization’s performance to meet its business objectives

– SP 1.3 Analyze Process Performance Data– SP 2.4 Select and Implement Improvements for

Deployment– SP 3.3 Evaluate Improvement Effects

So, do we just wait until Level 5 to

implement Process Improvement?

Is there a Solution?

The ‘Classic’ Solution

• It’s an Ad Hoc process:– An individual identifies a problem or a

process improvement– The process POC is advised– POC accumulates problems/improvements

sufficient enough to ‘justify’ a new version– POC installs fixes/improvements to

process and ‘releases’ new process definition

‘Classic’ Solution Weak Points

• Individual must ‘find’ process POC• POC is a ‘single point of failure’• Undetermined response time• Slow and unresponsive POC’s

discourage your best sources for improvements

A New Solution

New Use ofDiscrepancy Reporting

• Discrepancy reporting systems– Various names – DRs, TFRs, etc.– Applications are in-house or COTS– Facilitate capturing, cataloging, & resolving

• New implementation – – Process Change Request (PCR) System

PCR Process• Individual identifies problem or process

improvement• Individual enters the problem/

improvement into PCR System• PCR Review Board

– Analyzes merits– Makes assignments– Insures resolution and response

PCR Advantages• Process problems/improvements are not

‘lost’

• Organized collection and resolution of process improvement ideas

• Historical record of process improvement

• Involvement of all stakeholders

• Ability to analyze process impacts across disciplines

PCR Advantages (continued)

• Release of process or document updates can become almost instantaneous

• Identification and documentation of document revisions is simplified

• Improved capability to identify new processes

• Offers feedback and positive reinforcement to you best source of process improvement

PCR Implementation• Details are proprietary

• System was designed, with requirements

• Uses a commercial database tool

• GUI interface

• On-line access

• Query capability

• E-mail notifications

PCR Review Board• Initial assessment for validity, format, and

completeness

• PCR assignments to individuals

• Assessment of PCR resolutions

• Authority to implement changes

• Transdiscipline membership and authority

• System Administrator interface

Lessons Learned

Lessons Learned• Invite author to first and last meetings

that address their PCR

• Differentiate between Implemented and Closed

• 1-hour meetings for Board

• 1-2 hours for Administrator per meeting

• System institutes ‘put-up-or-shut-up’

Results To-Date• More than 100 requests/ideas processed

• 4 new processes identified

• Reduction in review time for new document revisions

• Documents on-line are now ‘living’

• Process improvement to Process Improvement

One Last Lesson Learned

Implement at a facility or

corporate level

Questions?