Key Steps | Main objectives | 15-step process based on FSL data collected for CIF | Concepts used | ||
Define | Outline the borders of the project. Stakeholders agree on the parameters that will define the project Scope and budgetary items and customer needs are aligned with CIF goals Team is developed to conduct the project | 1 | Define competitiveness improvement problem | Ab, TAT, Bg, Tsc too high leading to customer complaints, giving room to competitors | Quality function deployment (QFD): transform the voice of the customer (VOC) into engineering characteristics for a FSL services Scorecards Failure mode effect analysis (FMEA) including criticality analysis (FMCA) Data collection |
2 | Develop charter | TAT clients service charter (CSC) exist Develop charter for Ab, Bg, Tsc | Charter implementation Problem statement | ||
3 | Define performance standards | Ab = 10% maximum TAT = 14 days (CSC) Bg = reduce by 50% each year Tsc = reduce by 50% each year | Process map Data gathering Pareto analysis Check sheets | ||
Measure | Reveal the root cause of business inefficiencies. Analysis of data reveals areas where the implementation of change can provide the most effective results Groups discuss ways that the data underscores areas ripe for improvement | 4 | Identify data, plan and collect data | TAT—SRO data sheet Ab—Biometric system Bg—Data sheet from laboratories Tsc—Purchase order request forms (PORF) and software for FSL | Data gathering: collect reliable baseline data to compare against future results Detailed process mapping Detailed value stream mapping of all interrelated business processes to elucidate areas of possible performance enhancement Single point of contact (SPOC) concept during data collection |
5 | Analyze the measurement system | TAT—Accurate, data in days Ab—Accurate, data in days or hours, computerized, automated Bg—Need automation via LIMS Tsc—Need automation via PORF software | Basic statistics YX diagrams | ||
6 | Finalize performance measures | All data to come from computerized systems for improved accuracy and eliminate bias Pre-set performance measures should be practical and accepted by all | Basic statistics FMEA Benchmarking Process capability Process control | ||
Analyze | Complete a test run of a change that is to be widely implemented. Teams and stakeholders devise methods to address the process deficiencies uncovered during the data analysis process Finalize and test a change that is aimed at mitigating the ineffective process Improvements are ongoing and include feedback analysis and stakeholder participation | 7 | Define bottlenecks based on data analysis | Process steps leading to extended TAT (TAT2), high Bg, high Ab and longer Tsc | Pareto analysis Descriptive statistics Benchmarking Process capability |
8 | Identify sources of variations in the business inefficiencies | Variations identified by stating standard deviation and PDF plots to show span of variations in data | Brainstorming Inferential statistics Regression | ||
9 | Screen potential root causes | Analyze process design leading to recurrence of high Bg, Tsc, Ab, TAT values (as system failures) Taking steps to counteract or at least minimize the risks of such failures to the competitiveness of the FSL | Regression FMEA Inferential statistics (samples versus population) Control charts which makes use of collected sample data to make judgments of probability that an observed difference or variation is dependable or just by chance | ||
Improve | The main objective at the end of this stage is to complete a test run of a change that is to be widely implemented. Teams and stakeholders devise methods to address the process deficiencies uncovered during the data analysis process | 10 | Establish transfer function | Assume FSL to be a dynamic system that requires stability measurements Aimed at maintaining Bg, Tsc, Ab, TAT by establishing mathematical functions using key process parameters | Simulation FMEA Inferential statistics |
11 | Establish operating tolerances | Simplification of processes Continuous improvements Process waste elimination Apply lean management methods by analyzing current state and designing future events for CI | Basic statistics FMEA Process capability Lean tools or practices Value stream mapping |