Steve Mamakas: Persepectives on Information Management and Emerging Technologies - Part 3

How to Build a High Reliability Organization

A “High Reliability Organization” (HRO) is an organization that has succeeded in avoiding catastrophes in an environment where normal accidents can be expected due to risk factors and complexity. Having worked in a high profile public system and for numerous healthcare organizations, the key is high reliability. A reference on the matter is a group of researchers at UC Berkeley which examined aircraft carriers (in partnership with Rear Admiral (ret.) Tom Mercer on the USS Carl Vinson), the Federal Aviation Administration’s Air Traffic Control system (and commercial aviation more generally), nuclear power operations (Pacific Gas & Electric’s Diablo Canyon reactor), and their focused attention on HROs. Consequently, the phrase “high reliability” more generally has come to mean that high-risk and high-effectiveness can co-exist. It shows that some organizations must perform well under very trying conditions and that it takes intensive effort to do so.

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START WITH THE CUSTOMER, USE SOCIAL MEDIA

Before we can define process defects, units and opportunities, you need to understand the needs of your customers or users, you need to hear the (Voice of the Customers), (Customers Needs) and conduct surveys or ask questions to gather and process customer’s views and comments and translate them into specifications.

From all this comes the CTQ (Critical to Quality) a product or service characteristic that must be met to satisfy a customers specification or requirement.

Define the Service or product you will deliver. Note that the term customer refers to both internal and external customer.

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USING KEY PERFORMANCE INDICATORS TO INCREASE PRODUCTIVITY AND PROFITABILITY

Found a great article

http://www.successfactors.com/articles/key-performance-indicators/

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