Quality Assurance
Computer Systems Validation
Industry: Pharmaceutics/Medical
A Pharmaceutical and Medical devices client wanted us to support them on a number of projects involving computer systems validation (CSV) of both newly deployed systems (SAP ERP) and upgrade of existing legacy solution for lab (LIMS). A CAPEX program with stringent time lines, the client wanted someone to come onboard and hit the ground running.
We project managed and provided complete life cycle support package which included, Change Management, Computer System Validation Strategy, Validation Plan, Risk Assessment using GAMP5 and CSA guidelines, System SOPs, Test Support, Protocol execution and Reporting.
Successfully, delivered the project within the specified time lines and budget.
Organizational Excellence
Customer Complaint Process Improvement
Industry: Energy Industry
The client was a large company with a centralized customer complaint process department.
Client was looking for improvement in the "Average
Customer Complaint Resolution Cycle Time" from an average of 6 weeks down to 4 weeks.
We began analysing the process by breaking it down to different value streams in order to identify "Waste" in the process utilizing Lean Six Sigma tools such as VSM, PMAP, SIPOC,SPC- We used standard DMAIC approach.
While analysing the process we also brought client's focus on specific area of "Repeat Customer Complaints" to highlight that not only the process cycle time should be improved but in order for a robust customer complaint process its also important that the process is not only "Efficient" but "Effective" for the customer- which was quickly onboarded by the PMO team.
In this six month program with the client we were able to achieve the following results:
1- Avg. customer complaint cycle time reduced to 4 weeks by streamlining process workflows and by reducing non-value added administrative tasks in the process.
2- Repeat customer complaint KPI deployment- measured at 50% with a target of bringing it down to 10%
3- Training of customer complaint team members in the areas of Communication, Use of Complaint Portal, Customer Engagement and Customer Feedback.
4- Provided client with a training program framework aimed at upskilling departmental staff (Subject Matter Experts) on tools for investigating customer complaints and on taking effective corrective and preventive actions
Trainings/Workshop
Team Capability Improvement
Industry: Various
Project 1- An IT service organization was looking for a consultancy as a training partner for their remote workers with the purpose of improving their "On Job" competencies.
We completed a training needs assessment and provided a plan with modules covering both job specific technical and soft skills needs.
In addition we also supported the client to change/update some existing training modules from multiple SOPs with read and sign to having an integrated video based module covering SOPs followed by a questionnaire at the end to ensure "The Need, Content and Purpose Of Training" is clearly understood by the trainee.
The new set of trainings were delivered online and the trainees ranked the feedback on the improved modules as "Excellent".
Project 2- Onsite Workshop for "Kaizen"
Kaizens are small pieces of improvement that are carried out on periodic basis in order to continuously improve a system. It involves both individual and team efforts.
Delivered series of training modules for various clients covering areas from Standardization, Process Controls, 5S, Competitor Product Analysis, Process/System Audit.
These trainings helped clients improve their overall HR capability and in embedding continuous improvement into their work environments.
Supplier Quality Assurance
Supply chain Audit (Factory Audit)
Industry: Manufacturing
We have completed Factory audits for manufacturing clients at their outsourcing manufacturing sites (2nd Tier and 3rd Tier Vendors).
The primary purpose of these factory audits were to ensure that the existing vendor base continues to comply with the requirements of the client, such as Health, Safety and Environment (HSE), Facility, Labour regulations, Corporate Social Responsibility (CSR), Product and Packaging Specifications, Quality Certifications and Management Systems (ISO 9001), Contract Terms and Conditions.
We have also completed these audits as part of client's periodic supplier quality audit schedule
A number of of these audits were also completed for the purpose of Qualifying a vendor in order to evaluate their suitability to become an Approved Vendor and be accepted in "Approved Vendor List" of the client.
While conducting these audits , we have utilized both client's audit checklists, SOP and templates and our own audit documentation. We have also helped clients in tracking corrective and preventive actions following a supplier audit and coordinated effective closure of the finding with the vendor.
We have experience with both local and international sourcing basis.