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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
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What is our quality improvement program?
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Why have a quality improvement program?
Goals
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What is our quality improvement program?
Capability Maturity Model Integration (CMMI)
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How does our quality improvement program work?
CMMI Maturity Levels
wikipedia http://en.wikipedia.org/wiki/File:Characteristics_of_the_Maturity_levels.jpg
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How do we measure success?
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How do we handle documentation?
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The Product Delivery Process Description
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The Product DeliveryManagement Procedures
Product Delivery Standards
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• Style Guide• Templates• Job Aids
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How do we measure success for
documentation?
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How do we measure success?
The Product Delivery Measurement Plan
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What data do we track?
For quality improvement, we track:• Number of pages• Planned versus actual hours• Type of work• Lessons learned
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Where do we store our the data?
The Product Delivery Metrics Log
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ROM and LOE Estimates
How do we use our data?
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How do we report performance?
The Product Delivery Performance Report
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Results
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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
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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
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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
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For quality outcomes, these are critical:• Communication• Schedules• Standards
Best Practices
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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
CDO Technologies, Inc. 5200 Springfield St. Dayton, OH 45431 937-258-0022
Supporting Materials
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Other quality improvement programs
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ISO Kaizen SixSigma
April 22-23, 2012Rochester Institute of Technology
Rochester, NY
Rochester
