Step 1—Identify and define the problem
Produced in partnership with Beth Pipe FCIPD of OnLive Learning

The following Life Sciences practice note produced in partnership with Beth Pipe FCIPD of OnLive Learning provides comprehensive and up to date legal information covering:

  • Step 1—Identify and define the problem
  • Key terms
  • Understanding what the client/customer wants
  • Identifying waste
  • Involving the team
  • Creating a business case

Step 1—Identify and define the problem

There are five key steps to improving efficiency:

  1. identify (define) what process needs improving

  2. measure the problem

  3. analyse your information

  4. improve the process

  5. control, ie embed the new process so it becomes business as usual

Management consultants often refer to this is as the DMAIC framework.

This Practice Note guides you through step 1 and explains the five tools you can use when identifying and defining a problem within your processes. It covers the following areas:

  1. understanding what the client/customer wants

  2. identifying waste

  3. involving the team

  4. creating a business case

Key terms

CIContinuous Improvement
VOCVoice of the Client/Customer
VOBVoice of the Business
MoSCoWMust provide, Should provide, Could provide, Won’t provide

Understanding what the client/customer wants

All process improvements should be geared towards improving the experience of the client when dealing with the organisation and to do that you first need to understand just what it is the client wants or expects from you. In Continuous Improvement (CI) this is known as the Voice of the Customer (VOC).

The VOC describes the stated and unstated needs or expectations of the client and their perception of your products and services. Imagine you represent small biotech organisations that look to licence their key products to large pharmaceutical organisations. You need to capture the requirements or feedback from the client to provide them with the service

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