QCPC/Turnbacks

 

Do you have a Critical to Customer process that has recently experienced an increase in turnbacks or escapes?  Treasure those turnbacks & escapes - they are telling you there are still opportunities in the process. 

Examine them and do relentless root cause.  You may find that the mistake proofing was not robust enough or that you missed something else.  Make the necessary changes to the process and standard work and monitor the results, and remember to communicate the changes to all. 

 

 

 

WHAT DOES IT TAKE TO BE ACE GOLD?

 

 ACE Criteria 11.5

 

 

1.       Key leadership has driven  by example the work forces participation in Ace

 

2.       Leadership is actively involved in progress reviews and demonstrate commitment

 

3.       The workforce is customer focused and strives for continuous improvement?

 

4.       Active daily use of the Ace operating system

 

5.       The organization maintains a Employee Skills Matrix and competency > 90% to business needs

 

6.       Ace awareness training undertaken by all  employees and records maintained

 

7.       Participation in the full Employee survey (engagement and Favouribility captured)

 

8.       Customers are identified and expectations are defined

 

9.       Industry and competitors have been defined to enable Best in Class comparisons

 

10.   Identification of Best in Class measures started

 

11.    Zero repeat  significant escapes 

 

12.    Customer satisfaction on > 5.0 on Periodic MFA in all categories

 

13.   There have been no significant audit findings and no failed audits

 

14.   Benchmarking process has been established and a plan  established to share best practices

 

15.   Opportunities to add further value are captured through customer feedback

 

16.   Benchmarking has occurred according to plan

 

17.   Negative comments and individual scores of 4 are explained through RRCA and validated with the customer

 

18.   In the last 12 months there have been no accidents resulting in fatality or serious injury

 

19.   EH&S assurance review score (if applicable) was > 70

 

20.   The site  has taken responsibility for all supplier issues affecting performance (if the site’s performance gaps are attributed to a supplier performance the site is working with the supplier to improve)

 

21.   Suppliers are performing according to plan

 

22.   One key process has a maturity  level of >5

 

23.   Future state value streams action plans are on schedule or closed (Silver)

 

24.   Areas are defined and a process is implemented for 6s audits and improvements monthly

 

25.   6s success stories are shared (before and after pictures)

 

26.   Electronic files are organized – electronic 6s

 

27.   All category A  and B equipment cleaned and inspected 

 

28.   A 5step QCPC system is used to continuously identify and reduce or eliminate turnbacks

 

29.   QCPC activity is visibly posted

 

30.   RRCA and MP have resulted in site wide performance improvements

 

31.   A variety of RRCA tools have  been used

 

32.   Examples of RRCA and MP are documented and posted

 

33.   RRCA and MP applied to  QCPC targeted Turnbacks

 

34.   A process to identify, investigate and resolve top issues is in place (escapes are quickly identified ,teams are formed and RRCA initiated)

 

35.    Root causes address the systemic issue ( not human error)

 

36.   Standard work exists and is followed for all Key processes

 

37.   A system is in place to manage update and access Standard work

 

38.   Standard work applications show improvements and reduce waste

 

39.   Work loads are balanced and cross training has occurred to perform multiple job functions

 

40.    Sustain all lower level requirements

Processes

 

When identifying your key processes and assessing their maturity it is good to think about what the key inputs and outputs will be – REMEMBER to think from the “customer” perspective, identify how data will be collected/used and how would these processes will become robust.

 

 

Update

With the upcoming EH&S audit it is important to remember that ACE and EH&S go hand in hand, The various tools we use in the Ace operating system also serves useful in the EH&S world especially, root cause identification and solving, Mistake proofing and Standard work.

Once the Ace Tools are implemented it is crucial that the usage in sustained towards process improvement.

Good luck to the Monitoring and Armed Response business with the EH&S audit we trust that we will achieve a high 90%.

 

 

 

 

Benchmarking

 

Don't wait to begin benchmarking - start right away and continue throughout your journey.  There are so many good practices taking place in the various business sites – adopt these and improve your processes.  Remember to share with the other sites the successes that you have had in your site.

Control Panel MFA

Although the control panel tracks the overall satisfaction score for MFA, be sure to drill into the individual low scores in the Quality, Delivery, Working relationship, and Responsiveness to problems questions to understand what areas the gaps in your performance are in.

 

Remember the importance of ensuring Foundational requirements through the Ace journey.

·         Customer requirements are validated and met

·         Site is recognized as Best in Class

·         Negative comments and low scores are explained through RRCA

·         It is visually obvious were the product flow is and if bottlenecks exist

·         Methodology for collecting  Turnbacks is defined

·         A robust 5 step QCPC system is used

·         Root causes address systemic issues or processes