Performance Improvement

Prototype
Improve performance and meet customer expectations by Standardizing the
reporting procedure across the local organization and maintain industry
leadership

DESIGN FOR
STANDARDIZING
REPORTING PROCESSES

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CONTENTS
Background ............................................................................................................................................................................................... 2
Personas ..................................................................................................................................................................................................... 2
Goal ............................................................................................................................................................................................................ 2
Reporting requirements: ............................................................................................................................................................... 3
Required Report Contents ............................................................................................................................................................ 3
Quality ............................................................................................................................................................................................. 3
Customer Centric Model ......................................................................................................................................................................... 4
Accreditation Applications ..................................................................................................................................................................... 4
Challenges- Adapt and Evolve with modern technology and Industry standards ..................................................................... 6
Educational Experiences ......................................................................................................................................................................... 7
Modules ...................................................................................................................................................................................................... 8
Training and Learning ........................................................................................................................................................................ 8
Educational Experiences: ........................................................................................................................................................................ 9
Assessing Your Participants ................................................................................................................................................................. 10
End User Notes ................................................................................................................................................................................. 10
Deliverables: ................................................................................................................................................................................ 11
Assessments................................................................................................................................................................................... 11
Rubric ............................................................................................................................................................................................. 11
Screencast Modules using Screencaster ................................................................................................................................. 11
End User Survey .......................................................................................................................................................................... 11
Feedback ................................................................................................................................................................................................ 11
Global Templates ....................................................................................................................................................................... 11
Tutorial Platform.................................................................................................................................................................................... 11
Confidentiality ....................................................................................................................................................................................... 11
References .............................................................................................................................................................................................. 12

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BACKGROUND

The company provides a service: Product Development and Validation Testing and reporting (qualification for new
product design) based on the scientific method (test logs, photos, charts, tables, plots). A2LA Accreditation (EPA, FAA,
FCC, NDIS, FBI, Nuclear Energy Institute, US coast guard, US consumer product safety, Dept. of defense)1. The
company was previously held by a private owner. The company suffered during the economic problems of 2008
where they suffered the only layoff in their history. In 2012, the company was purchased by an International
Corporation who buys testing laboratories to incorporate within the corporation and has expanded testing to other
Industries with labs nationwide and internationally. 2 As a result, there are some leftover aspects from the previously
privately held company and also new management and slowly transitioning to a new business model. However, there
is a mix of traditional employees who have been employed for decades and new employees, especially in
management, making plans for transitioning to this model.

ISO/IEC 17025 Accreditation Programs

PERSONAS
Here I include only the report writing team who are responsible for providing the final product to the customers. I use
the term team loosely as they are not truly a functioning unit, but rather separate components adhering to the rules
of the old system and little collaboration.

GOAL

Goal: Standardize and champion the reporting procedure across the local organization (Transportation
Sector)
Each testing procedure includes the following:
Aim/Scope, Quality Manual
Related Health & Safety BPs
Customer Engineering Specifications
Automotive Giant specific specs3
Definitions on acronyms
Calibration- (all equipment is calibrated with certifications and expiration dates, usually yearly)

Primarily Automotive Industry (A2LA.org)

Expanded beyond automotive industry to include Aerospace, medical, etc.
3 Chrysler, GM, Ford, Toyota, Nissan etc.
1
2

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Personnel responsibilities, qualification & certification

Each Report must contain:

Purpose
Work Requested
Equipment & materials (including Customer Supplied)
Instructions / procedures
Equipment, Conditions, Tolerances according to customer specs
Warnings and Hazards
Measurement Uncertainty (acceptable variation, i.e.: Spec Temperature 2 C standard deviation)
Prohibitions:
o Stated in Customer Spec

REPORTING REQUIREMEN TS:

All documents shall be completed in full with no sections left blank. (i.e. Headers, page #s, date, time,
initials, all boxes either checked or marked as NA, etc.)
Equipment List (Shall include all equipment used during the test)
Test Log Sheet (Note: all logs shall have date, time, and initials of person(s) documenting the information)
Customer Specific Documents (Standards, Specifications, Customer Data Sheets, Conformance
Documents, etc.)
References
Document Approval
Appendix (Each appendix labeled with standard call out; i.e. appendix A: Test data, Test Photographs, etc.)
Table of Contents (change to TOC if exceeds more than one test)

REQUIRED REPORT CONT ENTS

Equipment & materials

Instructions / procedures
Equipment, conditions, tolerances according to customer specs
Warnings and hazards
Measurement uncertainty (variation)
Test data

QUALITY

Quality Documents, accessible through network provide

Standardized procedures
Reporting Standards
Templates
Exceptions
Customer Centric Model
Checklist
World Trade Compliance

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CUSTOMER CENTRIC MODEL

A2LA accredited
This is accessible by anyone who is an employee via SharePoint connection.

ACCREDITATION APPLICATIONS

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CHALLENGES- ADAPT AND EVOLVE WITH MODERN TECHNOLOGY AND INDUSTRY

STANDARDS

MANY AREAS RECENTLY IMPLEMENTED AND STRU GGLING TO ADAPT Must Be Addressed

1.

2.

3.
4.
5.

Become less dependent on physical files and documents, which seem to hinder the process (the new
operations manager is pushing for this idea)
a. Standardize the testing and report writing processes
b. Ability to change
Adhere to scientific method in all departments (standardize data recording given to writers from
technicians and hold the accountable>Additional Training on Network)
a. Engaging Training platform on network
Cross training between all sectors- Everyone knows what everyone does (there should never be only 1
person who knows a specialized job)
Know where to find all data, records, instructions, etc..
Create a workflow (continuously re-evaluated and revisited).4

Similar to ADDIE Model

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THE WHOLE (BROAD-BASED VIEW OF GOAL):

What needs to be evaluated before deciding on what to change in the system?

I have already decided what needs to be changed in the system and who the key players are. In
order to standardize the processes according to QA, I need to determine how to address the
players where Behavioral Engineering is involved, where they do know what should be done (or
what others have determined necessary changes or evolving), but dont want to change or dont
feel it necessary. Also, Pride: Ive been doing it this way till now, why are you critiquing my
process?
It is necessary to clean up the hierarchy or organizational flow, the chain of command is
disorganized and messy.
Why do some of the team have an individualistic attitude, they do not consider themselves as a
part of a team, yet boast how wonderful their product is. They do not have a concept of what a
true team looks like, nor even want to communicate with others.

PROCESS CHUNKING
EDUCATIONAL EXPERIENCES

The learners will be given a scenario and write a sample report. They will only be able to access the
recently implemented QA document or Global templates. They will not be able to access previous altered
templates used in the past.
Prototype in modules or process steps
I think scaffolding would be best used here. The first module will compose of a pretty standard request
without special circumstances.
They will then get increasingly harder, i.e.: missing data, special requests, multiple tests. Each will be in a
different sector in order to introduce them to cross training and a fully functioning team.

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I also think it would be beneficial to record a test from each sector so writers can truly understand what they
are writing and will be able to identify mistakes or missing data.
The learners will be given a scenario and write a sample report. They will only be able to access the
recently implemented QA document.
They will not be able to access previous templates used in the past. There will be 4 different modules, or
scenarios.
The modules will be in the form of screencasts. The individual scenarios given will be in their own module.
Each writer will write according to the QA procedure so they can be compared with the other reports. Here,
we will be able to see where the biggest discrepancies lie and how they handle some of the normal
challenges they each see daily.
Each scenario will be provided, each from a different sector. They will be given the standard template with
the always data already provided. This is typical as each test in a sector has some info that is always the
same. However, some of the writers edited these to suit their own needs, saved a copy, and only use those.
Each module will also include a video of an example test so the writers understand the technical aspects
better. Design to the learning context and the performance context.
Possibly a lesson module on advanced features of word (some writers work around these because they dont
know how to use them as they have said themselves)

Questions before Starting:

1.
2.
3.
4.
5.
6.

Is there missing data?

Is there conflicting data?
Are there specialized requirements (by customer)?
Incomplete plots or charts- plots were started but are messy, incomplete, missing labels?
Handwritten data- too hard to read?
Implement Peer Review?

MODULES
TRAINING AND LEARNING

The first piece is reviewing the material in the SOP Quality document. What are some conflicts?
What are some areas they feel are incorrect? Who will hold them responsible for not following the
document?
STANDARD OPERATING PROCEDURES (SOP) AND STANDARD OPERATING GUIDES (SOG)
QA document that outlines every writing and reporting rule, a draft has been published but is still being revised
based on feedback and as additional outliers come up.
Each writer has a copy and is expected to adhere to the document rules. In order to create a more fluid training
process and link cross departments, the writers will create a training manual with the criteria for every report using
these documents
Writers will have access to Global Template for each sector with all variability highlighted to indicate which areas
are to be verified. Possibly incorporate this with current Macro which populates specific data directly related to
individual job.

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Excel network folder (for now) to include specialized customer requirements Cross training for each writer so they
can write for any sector for vacations, etc.
Create a module with video and audio for each test that is required to watch (possible assessment for specific areas
that are reported).
Meeting with new supervisor who clarifies expectations and accountability- establish uniform hierarchy. Report
assignments should be distributed equally regardless of sector (reinforcing the need for cross training)
Screencast modules with real scenarios that get progressively complex. Each writer required to complete each module
so a comparison can be made to results and process.
Anonymous online survey for each writer (what changes liked/disliked, suggestions for making the process easier,
explain why they dislike the process)
Engaging in each module will be fairly short, maybe only 15 minutes. The writing of the report is what will be more
time consuming, in general taking about 2 hours for each scenario. Each writer will submit their report to be auditing
and look for inconsistencies between the writers.

EDUCATIONAL EXPERIENCES:

Scenario 1:
Electrical Testing: This example will be fairly straightforward to get started. The learner will access the module, watch
the screencast for the requirements, watch an example video of each

Scenario 2:
Fuels Testing: This testing takes a long time, sometimes a year. Therefore, techs have been keeping data for a year.
There is only raw data, missing plots. There are no test photographs.

Scenario 3:
Battery: Report Writer has a report to write and finds hundreds of pages of data they have to enter in over just a
few day period. The writer must come in on Saturday and work overtime in order for it to be on time. The technician
had been doing the testing over a 1-month period, recording a few pages at a time. Had he entered it into the
station computer, all data would have been able to copy and paste quickly. How could we address this problem (to
be discussed later).

Scenario 4:
Vibration: The problem with getting incomplete data or unfinished graphs is a writer may not be able to start the
report until a few days before, knowing they must have it sent before due date. They start the report and see many
issues (testing specs changed, missing data). They take the report to the techs and find maybe someone is out for 3
days. Now the report is considered late and reflects on the writer.

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Possible Module: Shortcuts and using Macro for features that are time consuming, like resizing 100 pictures to 3.81 (a
few of these have been added)

ASSESSING YOUR PARTICIPANTS

Possibly screencast the learner writing the report to determine if the steps could be shortened (it has been noted prior
that some features arent used because they dont know how). To do this, we need to create a rubric to truly
determine the cutoff between acceptable inconsistencies.

END USER NOTES

Some of these attitudinal issues need to be addressed somewhere instead of avoidance.

Include a physical training manual example

Some of them really need a physical copy for some reason.

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DELIVERABLES:
Completed Workflow
Rubric
Screencast Modules/Tutorials on
WHAT IS BEING ASSESS ED SPECIFICALLY
RUBRIC
SCREENCAST MODULES U SING SCREENCASTER

FEEDBACK

End User Survey

Google Forms as they are easier to use and easily embedded on Weebly pages
This will most likely be done by adobe or word, then restrict editing, which we do on customer
surveys (here you need to add the developer tab to your quick access ribbon) as all
documentation is shared on SharePoint and protected.
Training Binder (example)- These will include the SOP and SOG quality documents with consistent standards
agreed upon

GLOBAL TEMPLATE AND OTHER NETWORK FOLDER S SUCH AS CUSTOMER REQUIREMENTS

TUTORIAL PLATFORM

OPTIONS:

Weebly (allows for Password Access)

CONFIDENTIALITY

Due to the nature of our testing, I will have to use fake templates and client specs.

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REFERENCES
ISO/IEC 17025 Accreditation Programs. (2016). A2la.org. Retrieved 3 April 2016, from
https://www.a2la.org/appsweb/iso17025accred.cfm