Driving continuous improvement

The quality of improvement depends on the quality of leading and lagging performance indicators. For this reason, several tools, such as process mapping, cause and effect analysis and FMEA, need to be used in an integrated way with performance measurement models, such as balanced scorecard, integrated performance measurement system, performance prism and so on. However, in our experience, this alone is not quite enough due to the amount of effort required to monitor performance indicators at operational levels. The authors find that IT support is key to the successful implementation of performance measurement-driven continuous improvement schemes

Analysis templates for identifying improvement opportunities with process mining

Process mining tools help analysts in conducting a data-driven analysis of business processes. However, identifying improvement opportunities is still a manual task that depends largely on analysts’ expertise and experience with process analysis and process mining tools. In this paper, we present a set of templates that aid analysts in systematically identifying improvement opportunities with process mining tools. Based on review studies, we identified 22 improvement opportunities that can be identified from process logs. Then, we conducted a content analysis of 129 business process intelligence challenge submissions to elicit how improvement opportunities can be identified. Based on this data, we developed 21 templates that guide process analysts in identifying improvement opportunities using Apromore as a process mining tool. We evaluated the templates by combining interviews with survey methodology. The survey evaluation indicates that the templates are useful (score 4.37/5) and easy to use (4.65/5) for identifying improvement opportunities with Apromore

How to build a robust provider improvement partnership program to enhance patient experience – A case study

Patient experience is emerging as a key differentiating factor in patients’ choice of healthcare system. Many healthcare organizations are attempting to improve their patient experience by data-driven, patient-centered initiatives. This involves engaging all staff along all the contact points of a patient’s journey in healthcare. Perhaps, the physicians or care providers are most important link in this chain but also the most challenging to engage in improvement efforts. Most healthcare organizations have some training or workshops to educate providers on communication skills and other tools to enhance patient experience. However, there seems to a paucity of a standardized approach or a roadmap to put together a robust physician or care provider coaching or improvement partnership program with patient experience (PX) staff. There seems to be several gaps in this process. The current article attempts to develop broad guidelines and suggest a roadmap to address these gaps. The article also suggests general templates for PX staff to use in conducting these improvement work with providers and suggestions for developing a standard physician observation or shadowing template for consistency. The article has woven several commonly used tools like motivational interviewing, change management (ADKAR model), and several communication tools to suggest a detailed blue print for provider patient experience improvement partnership

Learning Paths to Offshore Outsourcing - From Cost Reduction to Knowledge Seeking

A corporation’s offshore outsourcing may be seen as the result of a discrete, strategic decision taken in response to an increasing pressure from worldwide competition. However, empirical evidence of a representative cross-sector sample of international Danish firms indicates that offshore sourcing in low-cost countries is best described as a learning-by-doing process in which the offshore outsourcing of a corporation goes through a sequence of stages towards sourcing for innovation. Initially, a corporation’s outsourcing is driven by a desire for cost minimization. Over a period of time the outsourcing experience lessens the cognitive limitations of decision-makers as to the advantages that can be achieved through outsourcing in low-cost countries: the insourcer/vendor may not only offer cost advantages, but also quality improvement and innovation. The quality improvements that offshore outsourcing may bring about evoke a realization in the corporation that even innovative processes can be outsourced.Offshore outsourcing, cost reduction, innovation, experiential learning, low-cost countries

An integrated Bayesian-Markovian framework for ascertaining cost of executing quality improvement programs in manufacturing industry

Purpose Typically, the budgetary requirements for executing a supplier’s process quality improvement program are often done in unstructured ways in that quality improvement managers purely use their previous experiences and pertinent historical information. In this backdrop, the purpose of this paper is to ascertain the expected cost of carrying out suppliers’ process quality improvement programs that are driven by original equipment manufacturers (OEMs). Design/methodology/approach Using inputs from experts who had prior experience executing suppliers’ quality improvement programs and employing the Bayesian theory, transition probabilities to various quality levels from an initial quality level are ascertained. Thereafter, the Markov chain concept enables the authors to determine steady-state probabilities. These steady-state probabilities in conjunction with quality level cost coefficients yield the expected cost of quality improvement programs. Findings The novel method devised in this research is a key contribution of the work. Furthermore, various implications related to experts’ inputs, dynamics related to Markov chain, etc., are discussed. The method is illustrated using a real life of automotive industry in India. Originality/value The research contributes to the extant literature in that a new method of determining the expected cost of quality improvement is proposed. Furthermore, the method would be of value to OEMs and suppliers wherein the quality levels at a given time are the function of quality levels in preceding period(s)

Elicitation and management of user requirements in market-driven software development

Market-driven software development companies experience challenges in requirements management that many traditional requirements engineering methods and techniques do not acknowledge. Large markets, limited contact with end users, and strong competition forces the market-driven software development company to constantly invent new, selling requirements, frequently release new versions with an accompanying pressure of short time-to-market, and take both the technical and financial risks of development. This thesis presents empirical results from case studies in requirements elicitation and management at a software development company. The results include techniques to explore, understand, and handle bottlenecks in the requirements process where requirements continuously arrive at a high rate from many different stakeholders. Through simulation of the requirements process, potential bottlenecks are identified at an early stage, and fruitless improvement attempts may be avoided. Several techniques are evaluated and recommended to support the market-driven organisation in order to increase software quality and avoid process overload situations. It is shown that a quick and uncomplicated in-house usability evaluation technique, an improved heuristic evaluation, may be adequate to get closer to customer satisfaction. Since needs and opportunities differ between markets, a distributed prioritisation technique is suggested that will help the organisation to pick the most cost-beneficial and customer satisfying requirements for development. Finally, a technique based on automated natural language analysis is investigated with the aim to help resolve congestion in the requirements engineering process, yet retaining ideas that may bring a competitive advantage

Discussion documents – SUSVAR Visions Workshop, Karrebæksminde, Denmark, April 2008

Seven discussion documents were made during the SUSVAR Visions workshop ‘Sustainable cereal production beyond 2020: Visions from the SUSVAR1 network’, Karrebæksminde, Denmark, 14-16 April 2008. At the workshop, one discussion documents was written for each of the topics mentioned below. In total 55 persons from 21 European countries participated in the process. The participants came from different disciplines: genetics, plant breeding, genetic resources, agronomy, plant pathology, soil science, biometry and system analysis, all specialised in the area of cereal production. The approach taken at the workshop was to focus on envisioning the future of sustainable agriculture, especially cereal production. This was done by scientific creative thinking on the basis of possibilities in breeding, management and seed production and not on the basis of traditional problem solving. We followed a strategy commonly used in industrial management based on the premise “imagining the future is shaping the future”. The method “appreciative inquiry” was applied supported by a professional facilitator. Experience shows that this way of working sparks engagement and creativity and that progress and results can be reached within a short time. Focus was on the following topics of relevance to cereal production: - Competition between food and bioenergy, - Soil fertility management, - Economical and legal conditions for variety improvement, - Participation of stakeholders, - Plant breeding strategies, - Food and feed processing improvements, - Sustainable land use. The initial process was to visualise the most desirable future scenario for the seven essential topics in food and agriculture systems. This process was unhindered by no requirement for a market-driven goal. Each topic was discussed in relation to a broader socio-ecological system with a focus on the means to reach the desired and more sustainable outcomes. The next step at the workshop was to produce the discussion documents. The final stage of the process is to connect the topics in a completed vision of cereal production within a future sustainable socio-ecological system. This is in progress by a group of key persons within the network, e.g. the working group leaders (in preparation for publication in a scientific journal)

User Experience for Model-Driven Engineering : Challenges and Future Directions

Since its infancy, Model Driven Engineering (MDE) research has primarily focused on technical issues. Although it is becoming increasingly common for MDE research papers to evaluate their theoretical and practical solutions, extensive usability studies are still uncommon. We observe a scarcity of User eXperience (UX)-related research in the MDE community, and posit that many existing tools and languages have room for improvement with respect to UX [26], [44], [37], where UX is a key focus area in the software development industry. We consider this gap a fundamental problem that needs to be addressed by the community if MDE is to gain widespread use. In this vision paper, we explore how and where UX fits into MDE by considering motivating use cases that revolve around different dimensions of integration: model integration, tool integration, and integration between process and tool support. Based on the literature and our collective experience in research and industrial collaborations, we propose future directions for addressing these challenges

A Case Study on Artefact-based RE Improvement in Practice

Most requirements engineering (RE) process improvement approaches are solution-driven and activity-based. They focus on the assessment of the RE of a company against an external norm of best practices. A consequence is that practitioners often have to rely on an improvement approach that skips a profound problem analysis and that results in an RE approach that might be alien to the organisational needs. In recent years, we have developed an RE improvement approach (called \emph{ArtREPI}) that guides a holistic RE improvement against individual goals of a company putting primary attention to the quality of the artefacts. In this paper, we aim at exploring ArtREPI's benefits and limitations. We contribute an industrial evaluation of ArtREPI by relying on a case study research. Our results suggest that ArtREPI is well-suited for the establishment of an RE that reflects a specific organisational culture but to some extent at the cost of efficiency resulting from intensive discussions on a terminology that suits all involved stakeholders. Our results reveal first benefits and limitations, but we can also conclude the need of longitudinal and independent investigations for which we herewith lay the foundation

Building Community: Strengthening Student Connectedness And Sense Of Belonging In Our Schools

All students want to attend a school they feel a sense of belonging to, one with caring adults and shared experiences for our young learners. Research shows that student connectedness and the quality of student–teacher relationships are associated with students’ engagement in school and academic performance (Bosman et al., 2018) and significantly impact student outcomes (Settanni, 2015). This Improvement Science Dissertation in Practice (ISDiP) investigated the impact intentional professional learning for teachers focused on social and emotional competencies and increased shared experiences for students has on students’ sense of belonging and connectedness in a middle school. With a two-pronged intervention driven by professional learning workshops for adults and a shared experience for students (Wingman), this action research study utilizes the Improvement Science model and a mixed-methods explanatory sequential design. As part of the Improvement Science process, the researcher identified a problem of practice, conducted end-user consultations, reviewed existing data, completed a root cause analysis, reviewed relevant literature, and developed a working theory of improvement. The researcher developed three professional learning workshops that embedded social-emotional learning (SEL) competencies throughout, followed by self-reported feedback slips. Students participated in a shared experience through Wingman; the research team conducted walkthroughs using a walkthrough tool to collect data on the implementation and fidelity of Wingman for students. After a thorough data analysis, findings revealed that teacher professional learning focused on social-emotional learning and providing students with shared experiences significantly improves student sense of belonging and connectedness to a school community