A Simple Approach to Quality

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Measure your Quality through:

AccuracyResponsiveness

Timeliness

Delivering Quality is an ART

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Simple Quality analysis

1 Process

i. Identify the process variables

ii. Review the process procedures & controls

iii. Monitor the key process steps

2 Impactsi. Understand the

process impacts

ii. Quantify the implications of the impacts

iii. Prioritise the impacts

3 Root Cause

i. Identify the deficient inputs

ii. Highlight the critical few input variables

iii. Establish the metric requirement

iv. Create an action plan

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Simple Quality metrics

What are the inputs for the process?

Where does the information come from?

Inputs

Variability in the inputs affects the process performance

Need to monitor and measure the inputs

Process

Where is the variability in the process?

What are the key process steps?

Variability in the process affects the results of the outputs

Need to control and monitor the key process steps

Outputs

Where is the variability in the outputs?

What is the impact of the variability?

Variability in the outputs affects the client’s perception

Need to monitor the outputs and the client’s feedback

Measure against Accuracy, Responsiveness and Timeliness