Quality Clinic

=
Voice of Process Root Cause Analysis

Date - 12 / 09 / 2012

September 10, 2017 We deliver Global Engineering Solutions. Efficiently.

2011 Infotech Enterprises. All Rights Reserved

Agenda

Philosophy

Major Steps in Voice of Process feedback analysis

What are Turnbacks & Escapes

Voice of process Feedback Collection & Analysis

Case Study eLearning

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Voice of Process Feedback & Analysis Philosophy

Team based approach to identify Process problems, Prioritize

root cause analyses and Mistake-proof solutions to eliminate
problems sources.

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Turnbacks & Escapes = Waste

Input Output

Step 1 Step 2 Step 3 Step 4 Step 5

SOW/CIS Estimation Design Analysis Documentation Delivery

Technical Turnbacks Escapes

Wrong quote Typo Wrong Improper Any of these

Unavailability customer Revisions in Units mismatch coordinates alignment of word technical
portal to download inputs estimation Wrong Dimension Units mismatch document Turnbacks if
Wrong Boundary Wrong results reaches customer
condition documented
Un-converged
Non- Technical solutions

Ansys license Any of these

Unavailability of inputs Resources UG license Ansys license unavailable non-technical
Resource shortage Baseline /lessons unavailable unavailable Memory space to Turnbacks if is
Standard work not learnt data Printer / plotter Memory space to run solution a pain for
available Time sheet not not available run solution FTP not working customer
working Wrong results
shared with
customers
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Quality Clinic Feedback Collection & Analysis

Root cause Analysis

Turnback categorization
DIVE

Summarize turnbacks Define Project

raised

Investigate - Identify
probable/confirm root
Pareto
cause(s)

Verify- Solution Selection

Prioritize projects & Effectiveness

Ensure corrective
Share Success Story action & Mistake proof

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Voice of process Feedback Collection

Turnback categorization Use SIPOC to identify high level Turnback categories, further
detailing can be done using a detailed process map.

Summarize turnbacks Turnbacks collected thru Verbal /email communications, data collection
raised sheets, defect /issue trackers, e-portals, checklist

Organize it group/ category wise in an xls sheet using similarities.

Pareto Pareto/ plot a descending order bar graph with cumulative % as series

Prioritize projects Ensure prioritization of projects are based on the Business Impact

The first step in creating a success story is verifying that the problem
has been fixed for good. Team must have used Mistake Proofing
Share Success Story techniques to ensure it will not occur again. The solution has had No
Adverse Effect on Other Processes/Process Steps

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Voice of process Analysis

Root cause Analysis

Prioritized Opportunity & Leverage Success
DIVE

Define Project Turn Problem to well defined project use Project charter

Investigate Process
Eliminate inputs to converge on the root cause with factual data or rationale

Verify Effectiveness Determine optimum solution Correction, Corrective action & Preventive
action

Ensure Improvements Prevent recurrence of the non conformance. Mistake-Proof solution,

Control Plan, Implementation of best practices, Documented project.

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 Case Study - 1

BESt ELearning Course

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Define Problem Identify problem Statement & convert as a
project

Project Code: BESt Elearning Course Date of receipt of problem:June & July, 2012

Project Title: Root Cause Analysis for BESt Practitioner Level training assigned to OEG group of
110 associates

Objective: Conduct DIVE project to identify root cause and implement correction and corrective
actions for all the turnbacks recorded by the OEG customer and thereby release an updated
version of the BESt practioner Level training to infotech associates.

Background: BESt team along with the elearning CoC has developed the BESt Practitioner level
elearning training and has assigned the training to all org excellence group associates to conduct
a LMS course delivery testing along side their training.

Impact: Achieving the project objectives will result in eliminating turnbacks (semantic and
synatatical defects ) that were identified during the testing .

Problem statement: BESt practioner Level training semantic and synatatical turnbacks reported by
the OEG team.

DIVE steps Milestones Deliverables

Define Problem Identify problem

16th July , 2012 Project charter
Statement & convert as a project

Investigate Process Identify

sipoc, process flowmap & probable
root causes
Verify Solution Confirm root
cause and identify correction,
corrective actions
Ensure Improvement Develop
solutions to eliminate reoccurrence
of the root causes
Customer
SIPOC, Process flow map
16th July, 2012
Action plan with correction,
20th July, 2012 corrective actions and solutions for
Non conformities
DIVE ppt package with action plan
25th July, 2012
for customer review Semantic Errors (Major )
Infotech verticals

Project Team: Saro,Chidrup, Guru, Bala, Santosh,Dinesh,Anand

Syntax Errors (Minor)
Support Team: Saro,Chidrup

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SIPOC - BESt eLearning Course

Investigate

Inputs Outputs E. Customers

A.
B2. C. Process D2. Delivery D3. Quality Primary End User
Suppliers B1. D1.
Quantified Quantified Quantified Customer Customer
Description Description
Measure Measure Measure (Internal) (External)

Industry
Best
practices
Internet BESt Tool E-
Training Open
websites and learning Zero Escapes
materials to literatures, 2. E-learning
consultancy ( modules (semantic and Cell
address lessons Material 100% On
UTC Best Content slides, syntactic Associates & Associates
associate learnt , Content demand
practices , voice , story errors )VoC Owners
comments Authorized Preparation
ASQR, and board , question >6
&requiremen sources
LAI ) paper
ts on BESt
tool
practices

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Voice of Process - BESt eLearning Course Development

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Turnback Categorization

Raw Data Turnbacks Count

1 User Navigation 26
LMS compatibility (menu not working/Pop Up blocks / xml page distortion ) 19
Turnbacks 2
Typo & Grammar
Quality of Quiz Questions 3 English Grammar (Audio narration & Video ) 6
4 Quiz Questions - Relevance to the Course Material 5
Pop up are blocks course from opening
5 Courseware Unit design ( VoC Quiz) - Captivate Question Paper 5
Voice of customer question paper issues 6 Typographical Errors 4
unable to open the models 7 Others ( completion status report ) 4
unable to save the course 69
Menu was not working Turnbacks - User Navigation Count
1 How to print certificate 10
The course completion date not reflecting on the
cerfiticate instead todays date is getting reflected 2 where should I go to open the course 5
3 Retake Test - Save Option not working 5
where should I go to open the course
4 Save button is not visible 2
how print my certificate
5 Page not responding 3
I finished the test but when I come back the test is not
saved and I have to take the test again 6 Unable to see Quiz 1
7 26
I am unable to see the quize
Turnbacks -LMS compatibility Count
Some associates are taking the finial quiz directly
1 Pop up blocks course display 5
Save button is not visible
I am unable to save the moduels 2 Direct access to Finial quiz 5
the page is very slow 3 unable to save the course 4
Page not responding 4 unable to open the course modules 3
5 Menu List not working 1
6 course completion date mismatch 1
19

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Turnbacks & level 1 and 2 Paretos

Investigate

Turnback Count

User Navigation 26
LMS compatibility (menu not working/Pop Up blocks 19
/ xml page distortion )

English Grammar (Audio narration & Video ) 6

Quiz Questions - Relevance to the Course Material 5

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Fishbone probable causes for the top 4 turnbacks

Method Machine

Course design and system

robust review of design units compatibility

Incomplete PFMEA Google tool bars blocks the

instructions as well as the LMS course

Lack of project planning/ input flow

- Unavailability of detailed process flow map on The email link provided for how to use LMS course was an
activities appendix to the communication which most of the associates
did not read to navigate
Using captivate for quiz - averaging of quiz
score, tracking incomplete , course hanging Non uniformity of system
due to internal captivate bug configuration 1.User Navigation,
2.LMS compatibility,
Lack of exposure to Learning Management 3.English Grammar
System - portal Unclear instruction on user
navigation
& 4.Quiz Questions

Certificates are integrated to

Lack of information on system configuration LMS - editing / tailoring
/automating to suit to needs are
access controlled by the navigation unclear because of 2 next
vendor , so the written buttons (the BESt template next button
instruction created to print triggers next page and the other next
Quiz assessment not created as a whole LMS template takes to the last page of the
in LMS - individual course and certificate was unclear
course
assessments were packaged separately
by providing a link

Man Measurement Others / Mother Nature

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Action Plan

Corrective Action -
Action to eliminate the cause of a detected
Level of Target
Sl.No Problem Root Cause nonconformity or other undesirable situation. Actionee
MP Date
Corrective action is taken to prevent
recurrence

Unavailability of detailed process flow map

on activities
- project planning/ input flow Detailed SIPOC & Process map drawn, eLearning
1 User Navigation
categorized turnbacks and a project tracker L3 & BESt
in place for tracking inputs. team
Unclear instruction on user navigation -
Lack of exposure to Learning Management
System - portal

Instead of calling external CSS , each page

Using external Cascading Style Sheet(
contains internal CSS eliminated browser L1 August
CSS)
LMS compatibility compatibility eLearning 2012
2 & BESt
Unavailability of information on system
User friendly System Compatibility Check team
configuration - Incomplete PFMEA
page introduced L1
Course design and system compatibility -
robust review of design units

Proof reading process was not incorporated Proof reading process step to eliminate
3 English Grammar and followed for the quiz and overview language corrections incorporated for all L3 BESt team
pages inputs ranging from content to Quiz

Awareness and competency on basics of

Clarity of Quiz Quiz creation - unavailability of competency mapping and skill gaps
4 L3 BESt team
Questions competency mapping and skill gap analysis assessed and training plan prepared
for the team

BESt Team- Saro, Chidrup,Guru,

Elearning Team- Bala, Santosh, Dinesh, Anand
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Solution Selection - 1.User Navigation, 2.LMS compatibility

Negativ
e
Potential End Negative
Speed of Impact
Impact on Ease to Benefit/Cost user Impact on Total
Criteria Implementati on
Company Implement Relationship benefit Environmen Rating
on Health
Performance s t
&
Safety
5 = high 5 = high 5 = high 5 = high 5 = high 5 = high 5 = high Low = poor

3= Medium =
Rating 3 = Medium 3 = Medium 3 = Medium 3 = Medium 3 = Medium 3 = Medium
Medium Considerable

1 = Low 1 = Low 1 = Low 1 = Low 1 = Low 1 = Low 1 = Low High = Good

Use Java Script to create a

1 system compatibility check 5 5 5 5 5 NA NA 20
& Cascade Style Sheet

Use of Captivate to create

2 3 3 3 1 1 NA NA 11
user manual

3 3 3 1 1 1 NA NA 9
LMS program by vendor

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Success Story on a Page

Before After

Menu not working

Pop Up blocks

Pop Up blocks
System compatibility Check an L1 mistake
proof was developed -designed to check
whether current browser settings and plugins
meet minimum requirements to run online
courses, and tutorials of BESt Practitioner
Training
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Success Story on a Page

Before After
After
xml menu distortion
1

Menu distortion attributed to External

Cascade Style Sheet (CSS)

Devised the internal Cascade Style Sheet

2 (CSS) to eliminate menu distortion

Auto Save Mode

Script prompting employee ID to
initiate save and resume mode
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Updated process flow map activity #3

Before After

Activity Design of
learning modules
enhanced with list of
deliverables that require
Activity Design of learning modules did not proof reading for
list the require proof reading for language language corrections.
corrections.

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Verification release 3 under progress

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 Verification

BESt ELearning Course

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Verification release 3 under progress
5 Turnbacks - 11 Sep,2012
Before After
3
1

Typo (TURE /TRUE) in choice did

not recognize the correct answer.

Correction & Corrective Action

2

The backslash (\) is used to insert apostrophes,

new lines, quotes, and other special characters
into a text string.

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Verification release 3 under progress
5 Turnbacks - 11 Sep,2012
After
Before

{Check exception errors by compiling

statements using try-catch& throw statements &
Use of backslash (\) to introduce special
characters }

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5 Why analysis - for Turnbacks received during verification of
release 3.

Why #1 - Why did we have Exception Error (5 Turnbacks) ?

1. Why? Exception categories such as special characters and Typos created
erroneous results for if...else if....else statement - used for the quiz
section.

2. Why? Why #2 - Why did we have erroneous results for if...else if....else
statement in quiz section?
Turnback due to Java scripting included as a part of solution to the
existing LMS turnback quiz navigation/saving - earlier version has
3. Why?
individual course and assessments packaged separately

Why #3 Why were Turnbacks introduced due to Java scripting

included as a part of solution ?
? A test plan was not prepared for the scripts and incomplete root cause
test

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Verification Release Turnbacks

5 Turnbacks - 11 Sep,2012
Corrective Action -
Action to eliminate the cause of a detected
Level Target
Sl.No Problem Root Cause nonconformity or other undesirable situation. Actionee
of MP Date
Corrective action is taken to prevent
recurrence
Check exception errors by compiling
A test plan was not prepared for the java eLearning
statements using try-catch& throw L1
Exception categories scripts
statements
such as special
September
characters and Typos Unaware of the special character related Use of backslash (\) to introduce special
2012
created erroneous turnbacks when we use if...else if....else characters L2 eLearning
5
results for if...else statement
if....else statement -
used for the quiz
section Conduct Root & Mistake proof test as a part
incomplete root cause test L3 BESt team
of the Verify and ensure stage

BESt Team- Saro, Chidrup,Guru,

Elearning Team- Bala, Santosh, Dinesh, Anand
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Ensure Improvement:

Mistake Proof Test

The answers should be yes for the following questions

Prevents recurrence?
Inexpensive?
Made with wisdom and ingenuity?
Simple to use?
Easy to implement?
Easy to maintain?
Gives prompt feedback?
Gives prompt action (prevention)?
Has the right peoples input?

The best solutions are developed by the users!

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Success Story

____ % reduction in turnbacks achieved

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 Thank you

www.infotech-enterprises.com We deliver Global Engineering Solutions. Efficiently.

2011 Infotech Enterprises. All Rights Reserved