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

 

 

 

 

 

Standard Work

To ensure its repeatability, standard work documentation should include:        
What: The task

Who: The person responsible

When: The frequency

Where: At what location

How: The methods used

 

Transactional MFA – (Market Feedback Analysis)

 

The Voice of the Customer is very important. It is crucial that any business knows whether they are meeting or not meeting their customer’s requirements. Every month the Monitoring and Response business conduct MFA on a variety of their customers in order to establish where turnbacks occurred or where service delivery has not been met.

For the past 3 months MFA was conducted on M&R Management Favorability, Ace Lead Favouribility and Transactional MFA on External Customers. The good results are a portrayal that M&R is doing everything right.

This month MFA is conducted separately for Monitoring and Response. The Monitoring Business’s MFA is on the Inbound service delivery and quality of the Inbound Operators, and the Armed Response Business’s is on their External Customers who have had a response during the last 24 hours. On the rare occasion when a low is scoring is received a RRCA is immediately done in order to establish a Mistake proof and

Because of the volume of customers surveyed the Transactional MFA is conducted over a period of 2 months in order to obtain an as high hit rate as possible.

 

As at the end of May the score were respectively as follows: Inbound: 6.02 and Armed Response: 5.90.

It is awesome that at this stage of the Ace journey Customer feedback is so high. This is proof that the Monitoring and Response Business meet and exceed the Customer expectations. Well done to M&R, we exercise adding value and have proven to be very customer focused.

 

 

 

 

Lean

 

The lean aspect in value stream mapping facilitates and make visual the flow of people, material, and information necessary to deliver what the customer wants, in the exact quantities they require, the moment they need them.