RCA Session_ Journals_July 12

7/31/2019 RCA Session_ Journals_July 12

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BPO Company of the Year 2011 International ICT Awards 1

BPO Company of the Year2011 INTERNATIONAL ICT AWARDS

Feedback Handling and Data

Analysis Learning Session

Content Solutions Quality


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To effectively share Content Solutions - Quality bestbusiness practice in identifying the root causes of

problems/events and data analysis.

To provide and establish guidelines in handlingfeedback with emphasis on the responsiveness,

recording, validation, prompt resolution,

implementation, and evaluation of corrective and

preventive actions (CPA).

Purpose


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Understand the importance of performing root causeanalysis

The benefits of effective root cause analysis

Understand the application of common tools in RCA

Standardize the approach in feedback handling and

data analysis across content solutions

Objectives


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What is quality?


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Quality

Degree to which a set of inherent

characteristics fulfills requirements ISO 9001

Uniformity around a target value Six Sigma

Conformance to requirements

Philip B. Crosby
http://www.wppl.org/wphistory/PhilipCrosby/PhilipCrosby.jpghttp://rds.yahoo.com/_ylt=A9G_bF4pR3xIuHMBa46JzbkF;_ylu=X3oDMTBxNmpwcDRnBHBvcwMxBHNlYwNzcgR2dGlkA0kwODNfMTA1/SIG=1humjjakm/EXP=1216190633/**http:/images.search.yahoo.com/images/view?back=http://images.search.yahoo.com/search/images?p=ISO+9000&js=1&ni=20&ei=utf-8&fr=yfp-t-501&xargs=0&pstart=1&b=1&w=120&h=148&imgurl=www.asq.org/conferences/iso-9000/img/iso9000-logo.jpg&rurl=http://www.asq.org/conferences/iso-9000&size=11.1kB&name=iso9000-logo.jpg&p=ISO+9000&type=JPG&oid=dc7230844cfe8bc2&no=1&sigr=117ntsjdq&sigi=11l7qr9kr&sigb=13dkd281s&tt=62220http://rds.yahoo.com/_ylt=A9G_bHKuRnxIb3sAD3eJzbkF;_ylu=X3oDMTByNG50bGRiBHBvcwMxNARzZWMDc3IEdnRpZANJMDgzXzEwNQ--/SIG=1hoivpejo/EXP=1216190510/**http:/images.search.yahoo.com/images/view?back=http://images.search.yahoo.com/search/images?p=six+sigma&fr=yfp-t-501&ei=utf-8&js=1&x=wrt&w=150&h=193&imgurl=www.answering-services-phone-messaging.com/six_sigma.jpg&rurl=http://www.answering-services-phone-messaging.com/consultants_cunsulting_answering_service.htm&size=5kB&name=six_sigma.jpg&p=six+sigma&type=JPG&oid=662fdc18d5e73e80&no=14&sigr=12u6388om&sigi=11o3mpqm1&sigb=12pdjtpsn&tt=57056


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How Do We Measure Quality

Client Survey

Process Mapping

Submission Performance

Customer Feedback/complaints

Quality Inspection

the measurement of quality is the

price of nonconformance.


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8/92BPO Company of the Year 2011 International ICT Awards 8

Client Feedback

Positive or Negative and Valid or

Invalid

Voice of the Customer (VOC)

Measure on the client

satisfaction



What is a complaint

An expression of

dissatisfaction whether

justified or not

BS8600



Why do clientcomplain?



They complain because

You have not met their expectations

of what they think is a good level of

service

You have not considered the level of

service they wanted or expected



Win back the client complaining

Client satisfaction

An opportunity to improve

processes

Double your customer via word

of mouth

Why we need to handle complaints


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Double your customer via word of mouth

Why we need to handle complaints


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How is it important?

What makes excellent service

excellent and poor service poor is

very much about how organizationsdeal with problems and customer

dissatisfaction


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Good and Bad Feedback Handling

An error was identified in the

conversion coding which wasnt

identified in testing because this

field is rare and not included in

the test files. The software was

updated on 21 March 2011 and

this example has been added to

the test material for all future

software testing. This examplehas been added to internal

documentation andchecklists

This was human error. We

have informed the operator.

We apologise.

Acceptable responseThis wont do


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If you receive a complaint

Deal with it calmly

Acknowledge it promptly

Address the complaint be it big or

small

Provide sound corrective action(s)

Ensure that action will resolve theproblem

Keep track of the complaints


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Basic Workflow

Receipt of client

FeedbackDefine the

feedback

CorrectionFeedback

Analysis/RCA

Implementationof CA

CA Verification/Closure

Acknowledge the

feedbackCheck the validity

and recurrence

Corrective Action

Submit toClient

Finalize Report


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Receipt of Client Feedback

Acknowledge the complaint

Let the client know that you are

working on it and youll get back to

him based on the agreed turn

around time

If possible, update the client

regarding the status of the

investigation


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Define the Feedback

This will serve as the

starting point of

problem solving.


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Sample feedback


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Define the Feedback

On January 9, 2012, a feedback for OXP100423 file was received fromShierly Nazareth, Production Editor. Incorrect fonts were used in the

article: Banner/ Article type should be Perpetua font; Article Title -

should be Perpetua font; Abstract should be Humanist; Main text

should be Minion font.

The errors were detected during PM proof checking. The errors

resulted to a rework of the file.


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Check the Validity and Recurrence

re.cur \ri-kr: to occur again after an

interval

We will consider a problem as recurringwhen the root cause is the same to

previously handled and contained

problem.


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Correction / Containment

These are actions to contain the problem and fix until

permanent correction is in place.

things to be considered in containing the problem:

> Are there products already delivered that are potentiallyaffected by the same error?

> Do we have finished and or job in progress products that need

re-inspection/rechecking?

> Do we need to install additional gate until the problem is

corrected?


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Investigation

Is the process of inquiring

into a matter through

research, follow-up, study, orformal procedure of

discovery


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Investigation Process

Identify the problem clearly

Retrieve relevant materials

Evaluate the magnitude of theproblem

Perform root cause analysis


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Feedback Analysis/RCA

Root Cause Analysis

A systematic approach to get the true root causes of a

process problemsit provides rational thinking on the

influential drivers of the target problem


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Root Cause Analysis

Root Cause

A fundamental breakdown or failure of a process which, when

resolved, prevents a recurrence of the problem


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Common tools used in RCA

Five whys

Fishbone diagram

Pareto diagram


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Five Whys

Originally developed by Sakichi Toyoda and was used within Toyota

Motor Corporation during the evolution of their manufacturing

methodologies

A question-asking method used to explore the cause/effect

relationships underlying a particular problem. Ultimately, the goal

of applying the 5 Whys method is to determine a root cause of a

defect or problem


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Five Whys

5 Why analysis must address two

different problems

> The first part is related to theprocess that made the defective.(Why made?)

> The second one must addressthe detection system that was not

able to detect the defective partbefore it became a problem.


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Five Whys

Even though the discipline is called 5 Why, it is not always

necessary to reach 5 before the root cause of a problem is fullyexplained; or it may take more than 5 whys to get to the bottomof it. It will depend on the complexity of the process or theproblem itself.


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Five Whys

5 WhysConclusionA good way to identify if the 5 Whys was done properly is to try to organize the

collected data in one sentence and define it in an understandable manner. If this

cannot be done or the sentence is fragmented or meaningless, chances are that there

is gap between one or several of the whys. You then must revisit the 5 Why and

identify those gaps to fill them in. If there is coherence in the way that the sentence is

assembled, it shows consistency on the thought process.

Something like:

Problem Description occurred due to Fifth Why. This was

caused by Fourth why mainly because Third Why was

allowed by Second why, and this led to First Why


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Five Whys

5 WhysConclusionOne final point to ponder:

Challenge the root cause(s) that resulted from the 5 Whys exercise to try to reproduce

the defect. If you cannot there is a very big chance that you have not got to the

bottom of it yet. If you do reproduce them, move on to the Corrective Action part and

congratulate your team for a job well done.

A PROBLEM THAT CANNOT BE

REPRODUCED IS A PROBLEM THAT

HAS NOT BEEN RESOLVED YET


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Sample Feedback

On January 9, 2012, a feedback for OXP100423 file was received fromShierly Nazareth, Production Editor. Incorrect fonts were used in the

article: Banner/ Article type should be Perpetua font; Article Title -

should be Perpetua font; Abstract should be Humanist; Main text

should be Minion font.

The errors were detected during PM proof checking. The errors

resulted to a rework of the file.


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Sample

Problem: Incorrect fonts was used in the article banner,

article title, abstract and main text.


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Fishbone Diagram

A visual brainstorming tool used to help identify and categorizepotential root causes

Also know as Cause and Effect Diagram

Developed by Kaoru Ishikawa

Used to explore potential causes that result in a single undesirable

effect


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Sample

FactorFactor

Backbone

FactorFactor

Medium bone

Tiny bone

CharacteristicResults

Effect

(Remedial Action)

Cause

(Preventive Action)


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Fishbone Diagram


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Fishbone Diagram

Causes arising out of the actions or performance of apersonManpower

Causes arising out of the system s or procedures indoing workMethod

Causes arising out of the items needed to deliver theserviceMaterial

Causes arising out of the equipment used to deliverserviceMachine

Causes arising out of the condition in which the workis carried outMother Nature


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Sample

High number

of CE Errors


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Pareto Diagram

A method for using the distribution of quantitative data andidentifying those with great impact

It provides a visual representation of the variables which

contributes to problems or issues

An approach which ranks the contributing factors and identifies

which are the ones which have the most impact on a problem or

issue

Separating the vital few from the trivial many


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Pareto Diagram


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Sample


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How to create Pareto

1. Type your data in column B and C

2. Make sure that the data is sorted from highest to lowest

3. Compute the cumulative count, %, and cumulative % using the

formula. See left table.


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How to create Pareto

1. You need to adjust the left and right labels.

left label set the maximum to the total count of error

right label set it the maximum to 100%

ff


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No Pareto effect

ff


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No Pareto effect

N P ff


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No Pareto effect

S l f db k


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On March 09, 2011, a feedback for JCP2012884 file was

received from Jonathan Coronado, Production Editor.

Numerous of typos was found in Abstract section. The

file is written in German language.

The errors were detected during PM proof checking.

The errors resulted to rework.

Initial investigation shows that spelling errors wereattributed to OCR, Spell Check tool and Inspection.

Sample feedback

Fi h B


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Fish Bone

OCR


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OCR

Problem: Incorrect Spelling in Abstract.

Why were there typo errors in abstract?Because some of the characters were not recognized by the OCR

tool

Why some of the characters were not recognized?Because the language was not set to German thus accented

characters were not recognized .

Why was the language not set?

Because the operator forgot to change the language in OCR tool.

Why the operator forgot to change the language in OCR tool?

Because during that time the operator processed multiple files.


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I ti


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Inspection

Problem: Incorrect Spelling in Abstract.

Why the typos was not detected during proofreading?

Because PR inspection checklist only require the start and end

checking of abstract not the 100% data checking.

Why the typos was not detected during QC inspection?

Because QC inspection checklist only require the start and end

checking of abstract not the 100% data checking.

Fish Bone


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Fish Bone

Validation of Root Causes


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Corrective and Preventive Action


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Corrective Action

A term that encompasses the process of reacting to product

problems, customer complaints or other non-conformities and

fixing them

These are actions to eliminate the cause of the detected

nonconformityor other undesirable action. This is taken to prevent

recurrence of the problem.



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Preventive Action

A process for detecting potential problems or nonconformances

and eliminating them

These are actions to eliminate the cause of thepotential

nonconformityor other undesirable potential action. This is taken

to prevent occurrence of the problem.

Correction vs Corrective vs Preventive


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Correction vs Corrective vs Preventive

Finalize the Report


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Finalize the Report

Report should include the following:

Client complaint

Root Cause Analysis

Corrective (and Preventive) Action

Implementation Date


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System and Tools


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System and Tools

This aims to provide our

valued customers, on-timesubmission of investigation

reports

System and Tools in feedback handling
http://172.20.32.130/carol3/Login.aspxhttp://172.20.32.130/carol3/Login.aspxhttp://172.20.32.130/carol3/Login.aspxhttp://172.20.32.130/carol3/Login.aspx


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System and Tools in feedback handling

Serve as feedback database

Automatic Email notification to process owners of their tasks as per

agreed SLA for feedback report

Track open items for follow up

Generate report submission performance for feedback reporting

Generate error and process source reports for easy analysis

Database can be easily imported to excel file for manual manipulations


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Data Analysis


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Data Analysis

Data analysis is a practice in

which raw data is ordered andorganized so that useful

information can be extracted

from it.
http://www.wisegeek.com/what-is-raw-data.htmhttp://www.wisegeek.com/what-is-raw-data.htm


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Basic Flow


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Basic Flow

Data

Gathering

DataValidation

Data Analysisand RCA

Generation ofCorrective and

PreventiveActions

ReportGeneration

Submission ofReport


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Pie Chart


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Pie Chart

To show contribution of part to

whole.

How much each part

contributes to the whole by

count/%


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Line graph


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Line graph

A style of chart that is created by connecting a series of data

points together with a line.

To show trends or patterns overtime.


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Data Analysis: Overall Rating


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y g

Illustrate the overall achieved rating (monthly or weekly)

o Number of inspected files and pageso Number of logged errors

Over seven thousand articles were

inspected for the month of July and

significant numbers of error were

recorded in the inspected files .

The overall reported Crest acceptance

rate for the month of July is at 86%

rate, this is 5 points higher from last

month rate of 81%

Data Analysis: Overall Rating


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y g

The overall reported Crest

acceptance rate for the month of

July is at 86% rate, this is 5 points

higher from last month rate of 81%.

Even though the team did not realize

the single digit rejection rate target

this month, its still worth to consider

that the team still achieving

continuous improvements every week

an average of 4 points of

improvements was recorded from

week 1 to week 4 of July.

Data Analysis: Process Ratings


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y g

Ratings of each evaluated process

EPP Stacked Trending per Process

-

0.10

0.20

0.30

0.40

0.50

0.60

Nov Dec Jan Feb Mar Apr

Month

CE PREK PR TS XMLChk

FIGPROD 3B2 QA XMLConv

This show the EPP

trending how each

process contribute to the

performance every

month.

A 0.09 EPP rate increase was recorded for this month. The team still achieved the Q2

threshold of 0.28 EPP rate. The increase was attributed to the number of errors

tabulated in this month samples, where 35% of the sampled pages has been verified

with errors

Data Analysis: Error Distribution


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y

Distribution of error types

Overall

Monthly or weekly

Crest errors had increased by only 2% and new set of error types top in this report was

recorded. Topping on the list is the trim size-related error followed by incorrect capturing

of author name where bulk of these errors was recorded in the first and second week of

July. However, the team managed to lessen these errors in the succeeding weeks.

Data Analysis: Error Distribution


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y

Distributions of error types per supplier


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BPO Company of the Year2011 INTERNATIONAL ICT AWARDS

THANK YOU.

RCA Session_ Journals_July 12

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