Key Steps

Main objectives

15-step process based on FSL data collected for CIF

Concepts used


Outline the borders of the project.

Ÿ Stakeholders agree on the parameters that will define the project

Ÿ Scope and budgetary items and customer needs are aligned with CIF goals

Ÿ Team is developed to conduct the project


Define competitiveness improvement problem

Ab, TAT, Bg, Tsc too high leading to customer complaints, giving room to competitors

Ÿ Quality function deployment (QFD): transform the voice of the customer (VOC) into engineering characteristics for a FSL services

Ÿ Scorecards

Ÿ Failure mode effect analysis (FMEA) including criticality analysis (FMCA)

Ÿ Data collection


Develop charter

Ÿ TAT clients service charter (CSC) exist

Ÿ Develop charter for Ab, Bg, Tsc

Ÿ Charter implementation

Ÿ Problem statement


Define performance standards

Ÿ Ab = 10% maximum

Ÿ TAT = 14 days (CSC)

Ÿ Bg = reduce by 50% each year

Ÿ Tsc = reduce by 50% each year

Ÿ Process map

Ÿ Data gathering

Ÿ Pareto analysis

Ÿ Check sheets


Reveal the root cause of business inefficiencies.

Ÿ Analysis of data reveals areas where the implementation of change can provide the most effective results

Ÿ Groups discuss ways that the data underscores areas ripe for improvement


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

Ÿ Data gathering: collect reliable baseline data to compare against future results

Ÿ Detailed process mapping

Ÿ Detailed value stream mapping of all interrelated business processes to elucidate areas of possible performance enhancement

Ÿ Single point of contact (SPOC) concept during data collection


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

Ÿ Basic statistics

Ÿ YX diagrams


Finalize performance measures

Ÿ All data to come from computerized systems for improved accuracy and eliminate bias

Ÿ Pre-set performance measures should be practical and accepted by all

Ÿ Basic statistics


Ÿ Benchmarking

Ÿ Process capability

Ÿ Process control


Complete a test run of a change that is to be widely implemented.

Ÿ Teams and stakeholders devise methods to address the process deficiencies uncovered during the data analysis process

Ÿ Finalize and test a change that is aimed at mitigating the ineffective process

Ÿ Improvements are ongoing and include feedback analysis and stakeholder participation


Define bottlenecks based on data analysis

Process steps leading to extended TAT (TAT2), high Bg, high Ab and longer Tsc

Ÿ Pareto analysis

Ÿ Descriptive statistics

Ÿ Benchmarking

Ÿ Process capability


Identify sources of variations in the business inefficiencies

Variations identified by stating standard deviation and PDF plots to show span of variations in data

Ÿ Brainstorming

Ÿ Inferential statistics

Ÿ Regression


Screen potential root causes

Ÿ Analyze process design leading to recurrence of high Bg, Tsc, Ab, TAT values (as system failures)

Ÿ Taking steps to counteract or at least minimize the risks of such failures to the competitiveness of the FSL

Ÿ Regression


Ÿ Inferential statistics (samples versus population)

Ÿ 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


The main objective at the end of this stage is to complete a test run of a change that is to be widely implemented.

Ÿ Teams and stakeholders devise methods to address the process deficiencies uncovered during the data analysis process


Establish transfer function

Ÿ Assume FSL to be a dynamic system that requires stability measurements

Ÿ Aimed at maintaining Bg, Tsc, Ab, TAT by establishing mathematical functions using key process parameters

Ÿ Simulation


Ÿ Inferential statistics


Establish operating tolerances

Ÿ Simplification of processes

Ÿ Continuous improvements

Ÿ Process waste elimination

Apply lean management methods by analyzing current state and designing future events for CI

Ÿ Basic statistics


Ÿ Process capability

Ÿ Lean tools or practices

Ÿ Value stream mapping