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:
There are five key steps to improving efficiency:
identify (define) what process needs improving
measure the problem
analyse your information
improve the process
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:
understanding what the client/customer wants
involving the team
creating a business case
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 that meets their real needs.
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