Headline:
Error reduction of over 77%
Background
The Client had an acute quality issue with one of their main deliverables – the provision of certificates validating their client’s product as being fit for purpose. The certificates in question are extremely complex and bespoke to each individual client and product mix. Through the course of the project, the team focused in on some particular lean principles to drive performance.
Action
The streamlining of the information flow of the processes to provide the most up to date information at the latest possible opportunity, thus reducing errors incurred due to out of date information
The provision of automation to reduce repetition, increase system and information interaction and reduce opportunities for misinterpretation and mistyping
The inclusion of rules based logic within the certification suite to error proof information provision
Streamlined the process to remove duplicate and necessary steps, thus allowing the employees to concentrate on those issues that were critical
The provision of comprehensive training aids to allow employees to retrain and refresh their knowledge based on the most up-to–date requirements
The provision of targeted error identification to facilitate the targeted mentoring and training of employees
Result
Through the implementation of these activities, the error rate was reduced by over 77% with a net financial benefit of £2.3m.
