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BEYOND COMPLIANCE:
BUILDING AND SUSTAINING A
CULTURE OF QUALITY IN YOUR
MEDTECH COMPANY
ROUND TABLE INTRODUCTIONS
Bill Mazurek, President & Managing Director,
Maz-Tec & Associates L.L.C.
Kari Miller, Regulatory and Product Management Leader,
Pilgrim Quality Solutions
Aaron DeMent, VP of Global Quality Assurance,
Sterigenics L.C.
BUILDING & STAINING A CULTURE OF QUALITY
Forbes Survey results (review) 2 slides max here.
BUILDING & STAINING A CULTURE OF QUALITY
BUILDING & STAINING A CULTURE OF QUALITY
BUILDING & STAINING A CULTURE OF QUALITY
BUILDING & STAINING A CULTURE OF QUALITY
BUILDING & STAINING A CULTURE OF QUALITY
Survey says:
1. Setting a consistent quality message …
2. Linking your Company Quality Goal to your
Metrics …
3. Training and Developing needs a priority focus …
4. Self-aware Leadership (walking the talk when it
comes to quality culture and behavior) …
5. Transparency (open communication) …
Priorities for all companies:
1. Active Leadership yielding control, team shared responsibilities & ownership.
2. Effective Communication Goal Alignment, transparency, clean and concise.
3. Continuous Improvement – everything must be open and embraced to change.
BUILDING & STAINING A CULTURE OF QUALITY
Copyright © 2017 IQVIA. All rights reserved.
FMMC Symposium
May 15, 2018
Beyond Compliance:
Building and
Sustaining a Culture of
Quality
There’s Only One Way to Change Culture: One Behavior at a Time
13
Need to Think Globally about Quality
• Achievement of customer expectations through conformance to their requirements
• Patients are more informed • They expect more: more value, better quality, more service
• The identification, diagnosis and ultimately, the prediction and prevention of quality problems across the organization’s value chain
• Visibility throughout the Value Chain • Value chains are getting longer and longer • Includes the Demand Chain and the Supply Chain • Regulatory bodies monitoring extended Value Chain
14
Quality Transformation is a Journey
Decision
Common Language
Single Source of Quality Truth
15
Harmonization • Different than Standardization which is more of a one size fits all
• Harmonization takes into account: • Regional/Local Needs • Global Regulatory Needs • Products/Product Families • Processes • Based on Best Practices
At the heart of a harmonized process is a common DNA strand that is consistent and measurable across
the organization.
16
Common Language - Common Understanding
• Common Definitions, Common Measures
• Structured Data • Product hierarchies
• Organizational hierarchies • Internal
• Virtual
Properly structured data allows for aggregation and disaggregation of data at all levels in the organization.
17
Single Source of Quality Truth
• Data Transformed - Information Everyone Knows how to Interpret • Consistent
• Actionable
• Measurable
• Allow the organization to “see” and understand • Trending problems
• Trending efficiencies
• Opportunities for improvements
• Predictive
Making the Case for Transformation
• Speak the language of the business
19
Make the “Business” Case; Language the Organization Understands !
• Customer Satisfaction
• Operational Consistency and Efficiency (Excellence)
• Reduced Cost of Quality • Reduce Cost of Poor Quality 10% - 30% • Reduce Cost of Good Quality 1% - 13%
• Improved Metrics • OEE • Scrap • Rework • First Pass Yield
• Avoid Non-Compliance Penalties
• Warranty
• Field Actions/Recalls
• Products In Compliance
• New Product Introduction
• On Time Delivery
• Supplier Defects
• DPMO
• Cycle Times
20
The Case For Quality Culture Transformation
• Achievement of customer expectations • Repeat Business • Expansion Business
• The identification, diagnosis and ultimately, the prediction and prevention of quality problems across the organization’s value chain
• Ounce of Prevention is Worth a Pound of Cure • Improves the Bottom Line, does not Detract
• Operational Excellence
• Visibility throughout the Value Chain
• Top Line and Bottom Line Financial Impact
MAY 15, 2018
Beyond Compliance – Real Life Examples – Building a Quality Culture
MAY 8, 2018
CONFIDENTIAL 22
Global Network Supporting Customer Requirements
Challenge
Gamma Facilities
EO Facilities
E-Beam Facilities
42 Production Facilities – 7 Labs – 2 Corporate Offices
4 Continents – 12 Countries – 10 Languages
• Goals
• Global processes and procedure with acceptance of local culture
• Ongoing quality improvement while expanding physical footprint and volume
• Maintaining adaptability to changing regulatory landscape
CONFIDENTIAL
• Communication – Create the case for quality incessantly – up and down the organization
• Quality key Element of the Business Plan
Spreading The Message
23
CONFIDENTIAL
• Global Harmonization of all key systems and operational processes
• Quality System
• All major quality procedures
• Allowance of some local procedures that do not conflict with overarching procedures
• IT Systems
• Focus on availability in local language as necessary
• Flexible to address local laws and regulations
• Operations – Like procedures for like operations globally
• Customer Interfaces & Messages
Global Thinking
24
CONFIDENTIAL
• Metrics – Uniformly understood, fully transparent • Global – Appropriate for organizational performance
• Local – Aligned with global but specific to local situation - still largely harmonized among various local facilities though local metrics allowed
• Customer Facing – What is important to us internally should align with, but may not be fully identical to the customer view
• Cascading metrics based incentives at all levels of the organization
Talking the Appropriate Language for the Audience
25
0
1000
2000
3000
4000
5000
6000
7000 E-Beam Facility Performance - TQPR
2015 TQMR 2016 TQPR 2017 TQPR 2017 EB Goal
Excellence Level: 2000 ppm or one issue every 500 processes Excellence Level: 2000 ppm or one issue every 500 processes
Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb
QP 0.00 0.00 0.00 0.00 1.67 0.00 0.00 2.08 0.00 0.00 1.79 9.09 1.61 0.00 0.00 0.00 2.86 0.00 2.13 1.37 0.00 0.00 0.00 0.00
NC 0.00 0.00 0.00 0.00 1.67 0.00 0.00 0.00 0.00 0.00 1.79 4.55 1.61 0.00 0.00 0.00 2.86 0.00 2.13 0.00 0.00 0.00 0.00 0.00
DEV 0.00 0.00 0.00 0.00 0.00 0.00 0.00 2.08 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 1.37 0.00 0.00 0.00 0.00
CMP 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 4.55 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
0.00
2.00
4.00
6.00
8.00
10.00
12.00
14.00
16.00
18.00
20.00
Qu
ality
Perf
orm
an
ce
CPO
Quality Performance Details - Mar 2016 to Feb 2018
QP NC DEV CMP 6 per. Mov. Avg. (QP)
QP = Sum of Nonconformance, Deviations and Complaints QP = Sum of Nonconformance, Deviations and Complaints
CONFIDENTIAL
• Senior Staff Level
• Monthly Meetings
• Approach Quality two ways in alternating fashion
• One Month - Quality presents their Initiatives and Programs
• Alternate Month – Operations VPs required to report on quality performance & challenges
• Provides a balanced approach between facilitators of the quality process and users of it
• Management Review
Spreading The Message at Every Level
26
Facility TQPR NC Rate Dev Rate Damage
Rate Complaint
Rate Int QA Audit
FDA Audits Other Reg Audits
ABC 210 0 0 210 0 C - -
DEF 1782 1711 3 71 298 C - DHMA - 2 NC
GHI 54 0 0 54 1780 - - -
JKL 6005 5759 15 243 10270 C 1 aud - No
483 -
MNO 2162 2162 0 0 288 U - -
CONFIDENTIAL
• Corporate / Facility Management Level
• Targeted two way communication focused on knowledge sharing
• QA / Ops Webinar – All plants – GMs & QA Managers minimum – discussion of what is important for the quality system
• Human Error – Monthly for all facilities by technology – GMs, QA Manager, Operations staff
• Two way communication
• Corporate & Plants report
• Maintenance – Monthly for all facilities – Analog to Human Error calls with Maintenance involved
• Validation – Monthly for all facilities – Analog of the above for validation
• Project related as necessary
Spreading The Message at Every Level
27
CONFIDENTIAL
• DEF-3641 / CA-2686
• DESCRIPTION: Parameter modification requested to validation Study Director in cycle gas dwell phase pressure upper tolerance to avoid potential overshoot.
• IMPACT: one validation run discarded of the study due to the parameter modification.
• INVESTIGATION:
• The specification was initially approved by the plant.
• Process of reviewing the proposed specifications did not cover all the conditions that may affect or perform adversely during the final sterilization process.
• Equipment capability was identified to be on the limit with the initially proposed specification, but the point was not discussed until the protocol, CSAs and cycles were already in process.
• CORRECTIVE ACTIONS:
• Create a cycle development checklist that will allow to compare existing cycles and identify potential issues / gaps
• Reinforce use of ECAT for analysis of equipment capabilities when developing new cycles (compare against existing cycles)
Example Shared Detail
28
CONFIDENTIAL
• In Plant
• Monthly Meetings – Hosted by management – covers metrics / quality projects / local quality challenges / required periodic quality training (GMP, GDP, etc…)
• Shift Level Meetings – Floor level with every shift change
• Formal and Informal
• Required coverage of quality topics
• Local Initiatives – Freedom for plants based on local needs and culture
Spreading The Message at Every Level
29
CONFIDENTIAL
• Transparency and honesty in evaluation critical
• Surveys
• Company administered customer surveys
• 3rd party industry surveys
• Employee engagement surveys
• Customer Comments / Complaints / Feedback
• Regulatory Feedback
• Internal Feedback
Testing The Theory
30
12%
15%
9%
27%
6%
30%
0%
Detractors
Engineer
Mfg / Cust Svc
Other
Planner/Supply Chain
Purchasing
QA/Sterility
Sr. Mgmt
Total: 33