Quality improvement for documentation case study 20120419

April 22-23, 2012Rochester Institute of Technology

Rochester, NY

Rochester

Quality Improvement for Documentation

Case Study: CDO Product Delivery

CDO Technologies, Inc. 5200 Springfield St. Dayton, OH 45431 937-258-0022

Presentation Overview

3

This presentation covers:• Who are we?• What is our quality improvement program?• How do we handle documentation?• How do we measure success for

documentation?• Results

4

Who are we?

5

Who are we?

Our company.

6

Who are we?

Our department.

7

Who are we?

Our stakeholders

8

What is our quality improvement program?

9

Why have a quality improvement program?

Goals

10

What is our quality improvement program?

Capability Maturity Model Integration (CMMI)

11

How does our quality improvement program work?

CMMI Maturity Levels

wikipedia http://en.wikipedia.org/wiki/File:Characteristics_of_the_Maturity_levels.jpg

12

How do we measure success?

13

How do we handle documentation?

14

The Product Delivery Process Description

15

The Product DeliveryManagement Procedures

Product Delivery Standards

16

• Style Guide• Templates• Job Aids

17

How do we measure success for

documentation?

18

How do we measure success?

The Product Delivery Measurement Plan

19

What data do we track?

For quality improvement, we track:• Number of pages• Planned versus actual hours• Type of work• Lessons learned

20

Where do we store our the data?

The Product Delivery Metrics Log

21

ROM and LOE Estimates

How do we use our data?

22

How do we report performance?

The Product Delivery Performance Report

23

Results

24

Using standards saves CDO time

2008 2009 2010 2011 Overall0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

5.9 5.7 5.4

7.36.1

4.5

2.0 2.63.7 3.2

1.4

3.72.8

3.62.9

Average Pages Reviewed and Edited per Hour

Documents that comply with department standards.Documents that don't comply with department standards.Variance

25

Using standards saves moneyExample: Cost to edit 100 pages.

  Compliant Non-Compliant

Average pages per hour edited 5.4 PPH 2.6 PPH

Hours needed to edit 100 pages 18.5 38.5

x Hourly cost $50 $50

Editing cost per 100 pages $926 $1,923

Cost difference at $50/hour $997

Cost difference at $100/hour $1,994

26

Using historical data enables accurate estimating

2008 2009 2010 2011 Overall-1000

0

1000

2000

3000

4000

5000

6000

7000

1474 10762422

1291.5

6263.5

1279 12872536

1039.5

6141.5

195 -211 -114 252 122

Estimating Accuracy

Planned Actual VarianceHours

Lessons Learned

27

For quality outcomes, these are critical:• Communication• Schedules• Standards

Best Practices

28

For quality outcomes, these are critical:• Project kickoff meetings• Entering documents in our scheduling tool• Following documentation standards

Questions?

Louise Tincher, Senior Technical Writer937-476-225

Louise.Tincher@cdotech.com

CDO Technologies, Inc. 5200 Springfield St. Dayton, OH 45431 937-258-0022

Supporting Materials

30

Other quality improvement programs

31

ISO Kaizen SixSigma

April 22-23, 2012Rochester Institute of Technology

Rochester, NY

Rochester