Work's Projects
HIV and STDs Public Healthcare Services
The US Government has invested in different programs in Guatemala through the United States Agency for International Development - USAID. One of those programs addressed the quality service issues for public clinics that provide services related to HIV and STDs detection and treatment. The main goal was to certify the services provided in some of the public clinics with the standard ISO 9001:2005 (last version available when the certification took place).
Team
10 members
Roles
Process Design Expert,
UX Researcher
Tools
Microsoft Office Suite (advance use)
Length
18 months
Year
2010-2011
Location
Guatemala City
Process
For this project we followed the Deming Circle, a method use to design and implement Total Quality Management Systems. This process provides a simple and effective approach for solving problems, allowing the organization to make continual improvements by each iteration of the cycle.
We also followed the ISO 9001:2005 quality standards, which sets the quality management principles of: customer focus, motivation and implication of top management, process approach, and continual improvement.
Deming Circle
1 Plan
During this stage we analyzed as much information as possible that could allow us to understand the organization and its services. All the information collected was processed and summarized into final documents that will guide the organization and its employees to the new way of working.
a. Documentation review
During this stage we analyzed all the documentation and regulation that applies to the process and services to be improved.
b. Interviews
We also performed a series of interviews with the different stakeholders such as doctors, lab technicians, health educators just to name a few.
c. Scope of work
We elaborated the quality policy statement, objectives, and processes to be documented.
d. Documentation elaboration
We held multiple meetings where we defined the improved or new procedures and formats to be used.
Sample of documents produced
Business Capability Map
4.1 doc sample 1.pdfProcess Summary
4.2 doc sample 2 procedure.pdfProcess Narrative
2 Do
For a successful implementation of the new procedures and related documentation, the team performed a series of different activities that could ease the transition and reduce the fear of change.
a. Training
To get all the organization on board, we trained over 100 employees in quality assurance practices. This helped us to reduce the fear of change and create a new organizational culture that would support the changes and make them last longer.
b. Implementation
We validated and approved all the documentation created, and provided access to the employees so that they could put in practice the new procedures.
c. Communication
We communicated the changes made and set constant reminders and activities that would help the employees stay on track.
d. Support
We provided support on demand through either individual or group guidance.
3 Check
During this stage, we performed different activities that helped the organization to analyze the implementation progress of the Quality Management Systems and its procedures, with the objective to be ready for the External Audit that will grant the Quality Certification.
a. Quality Committee Meetings
We held weekly meetings to follow up the progress of the implementation and discuss any issues or concerns that needed to be address.
b. KPIs Measurement
We defined at least one KPI for each process, then measured and communicated the results to the employees involved.
c. Internal Audits
After implementing all the new procedures and measuring all the KPIs, the team performed an Internal Audit that allowed the organization to identify any issues that needed to be solved before the External Audit.
d. External Audits
Once the organization was ready, ICONTEC International was hired to perform the audit and issue the ISO 9001:2005 Quality Certification.
4 Act
The ISO 9001:2008 certification obtained is only valid for three years. To keep the certification active, it is necessary to perform follow up audits each year and demonstrate that the organization has taken actions that have helped to improve the services under evaluation.
a. Action Plans
With the results obtained from the Internal and External Audits, we did a collaborative root cause analysis and elaborated action plans to correct and improve the issues found.
b. Follow-up Meetings
We continued to hold Quality Committee meetings to keep track of the progress and to identify more opportunities for improvements and start the cycle again.
Major Results
Some of the benefits obtained by implementing ISO 9001:2008 were:
Standardization of the services provided through the ten clinics, assuring that the employees were following the procedures and regulations
User satisfaction increased up to 86%
International Certification with ISO 9001:2008
Provided HIV and STD test results and education to users before they leave the clinic facilities
Challenges
Working with nonprofit organizations and government agencies had some big challenges, such as:
Limited financial resources for making improvements
Rejection from employees that were afraid of changes
Limited time that employees from the public clinics had available to dedicate to this project
© Efrain Rivera 2022