Saturday, November 28, 2009

Plan-Do-Check-Act (by ITIL)

La metodología PDCA Plan-Do-Check-Act puede aplicarse a todos los procesos. Se trata de un ciclo mediante el cual mejorar los procesos mediante los siguientes 4 pasos:

* PLAN: Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization’s policies.
* DO: Implement the processes.
* CHECK: Monitor and measure processes and services against policies’ objectives and requirements and report the results;.
* ACT: Take actions on the differences and continually improve process performance.

También se utiliza en ISO 20000 Background, Audit, and Assessment (Plan-Do-Check-Act)

Esta metodología también sirve para solucionar problemas or problem solving problems:

PLAN Step 1: Identify The Problem
*Select the problem to be analyzed
*Clearly define the problem and establish a precise problem statement
*Set a measurable goal for the problem solving effort
*Establish a process for coordinating with and gaining approval of leadership

PLAN Step 2: Analyze The Problem
*Identify the processes that impact the problem and select one
*List the steps in the process as it currently exists
*Map the Process
*Validate the map of the process
*Identify potential cause of the problem
*Collect and analyze data related to the problem
*Verify or revise the original problem statement
*Identify root causes of the problem
*Collect additional data if needed to verify root causes

DO Step 3: Develop Solutions
*Establish criteria for selecting a solution
*Generate potential solutions that will address the root causes of the problem
*Select a solution
*Gain approval and supporter the chosen solution
*Plan the solution

DO Step 4: Implement a Solution
*Implement the chosen solution on a trial or pilot basis
*If the Problem Solving Process is being used in conjunction with the Continuous Improvement Process, return to Step 6 of the Continuous Improvement Process
*If the Problem Solving Process is being used as a standalone, continue to Step 5

CHECK Step 5: Evaluate The Results
*Gather data on the solution
*Analyze the data on the solution

Achieved the Desired Goal?
If YES, go to Step 6.
If NO, go back to Step 1.

ACT Step 6: Standardize The Solution (and Capitalize on New Opportunities)
*Identify systemic changes and training needs for full implementation
*Adopt the solution
*Plan ongoing monitoring of the solution
*Continue to look for incremental improvements to refine the solution
*Look for another improvement opportunity

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