Ständiga förbättringar - ur ett humanperspektiv

Sammanfattning

An important part of quality improvement is working with continuous improvement. When monitoring fulfilment of requirements, it is sometimes identified that governing documentation is not fully implemented. The purpose of this bachelor thesis is to identify why governing documentation is not always implemented and to propose improvements for the implementation. The research questions are as follows: Why is governing documentation not fully implemented? How are key performance index (KPI) measured? How are the results of the measurements managed, for example are root cause analysis performed? The questions are answered with the help of a qualitative case study. Data collection has taken place through interviews, own observations, and the case company’s reporting system. All data point to a high workload and difficulties in finding instructions as the main reasons for failure to follow procedures. Extensive recruitment is ongoing and has the potential to solve the problems of high workload in the long run. Regarding the difficulties of finding instructions, it is proposed that the recurrent training clarify a way to find the process map with associated links that already exists. At present, there are no KPIs for the analysed process. Here it is proposed that a percentage goal is set for annual reduction of audit deviations/occurrences caused by human. Root cause analysis are performed, but the results of these could be clarified and better communicated.