process quality in ons rachel skentelbery, rachael viles & sarah green methodology directorate,...

Process Quality in ONS

Rachel Skentelbery, Rachael Viles & Sarah Green

Methodology Directorate,

Office for National Statistics

Aim of Presentation

This presentation aims to give the audience an appreciation of the importance of process

quality within the ONS and how we are looking to implement this within the

organisation

Overview

• Background to Process Quality at ONS

• ONS Process Quality Initiatives

- ONS Process Quality Handbook

- Process Quality Measures

• Implementation

Process Quality at ONS

• Leadership expert group (LEG) final report (Eurostat (2002)) states that:

‘in theory, good product quality can be achieved through evaluations and rework’

• This is costly and time consuming and so instead, it is believed that:

‘product quality will follow from improvements in process quality’

Impact of Process Quality at ONS

Process Quality

Reputation

Customer Perceived

QualityProduct Quality

Business Quality

Definitions

• Process:- A series of actions or steps towards achieving a

particular end

• Process Quality:- An assessment of how far each steps meets

defined criteria

• Process variables:- Factors that can vary with each repetition of the

process

ONS Process Quality Initiatives

• Process Quality Project in ONS

1. Summary of the European Handbook on Improving Quality by Analysis of Process Variables

2. A defined set of process quality measures

ONS Process Quality Handbook

• Aims:

- To assist the implementation of Continuous Quality Improvement techniques into ONS

- To provide guidance on applying the technique for each step in the Statistical Value Chain

Overview of Process Quality Handbook

• Key Process Variables are factors that:-can vary with each repetition of the process-have a large effect on key characteristics

• Monitoring the process variables is split into 3 stages within the handbook:

Identify keyprocess variables

Measure keyprocess variables

Analyse keyprocess variables

Steps for Continuous Quality Improvement

1. Identify key characteristics of the processes that will to make the output fit user requirements

2. Develop a process map3. Determine key process variables that will impact on

the key characteristics4. Evaluate how to measure the key process variables5. Monitor stability of the key process variables6. Determine if the process produces an output that over

time continuously meets user requirements

• Establish a system for the continuous monitoring of the process

3. Determine Key Process Variables

• Not efficient or effective to measure all process variables

• Identify those key process variables

• Useful Tools:- Cause & Effect diagrams- Pareto Charts

Pareto Chart of Contribution to Total Item Non-response by QuestionPareto chart of contribution to total item

non-response by question

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Example from ONS E-Commerce Survey

4. Measure Key Process Variables

• How accurately key process variables can be measured?

• Measurement should require minimum effort

• Key points: - what can be measured that is useful to understanding

and monitoring the system - can the measures be used to assess changes in the

quality- what does success look like- can the measures lead to potential for improvement

Example of Measuring Key Process Variables

Example from ONS UK Census: Occupation Coding

• Key process variable:- accuracy of coding (consistency rate) for each

Estimation Area (EA)

• 2% sample of codes was verified, for each EA, independently by coders

• Sample data were used to estimate process variables:

number_correctConsistency_rate=

number_checked

5. Monitor Stability of Key Process Variables

• Need to analyse the key process variables

• Process stability:- a state where the process variation consists

entirely of random components - i.e. the variation is not systematic

• Useful Tool:- Control charts

Control Chart of Coding Consistency Rate for Occupation Question

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Example from ONS UK Census

The way forward

• Processes fall into two categories:- those amenable to the whole process quality

approach- those where it is difficult to identify measurable

process variables

• Identify those areas where this approach can be used

• Support output areas implementation

Process Quality Measures

• Enable producers to measure and monitor quality of processes over time

• Responsive to problems, highlight areas for improvement

• Quality assurance for users

• Standardised approach, comparability

Process Quality Measures in ONS

• Currently developing a comprehensive list of process quality measures that will link to:- Each step of Statistical Value Chain- The Eurostat Process quality attributes:

- Efficiency - Effectiveness- Robustness- Flexibility- Transparency- Integration

• Will look to derive a subset of Key Process Quality Measures

Implementation Across ONS

• Pilot use of Handbook

• Bespoke support to output areas from ONS Quality Centre

• E-learning course for process quality tools

• Expert led training sessions

• Quality strategy targets

Review

• ONS specific Process Quality Handbook:- Developed- To be rolled out across ONS after piloting

• Process Quality Measures:- Key Quality Measures

• Blended approach to implementation- E-learning- Expert led training- Support and help to areas- Quality strategy targets

Further Reference Points

• Eurostat Handbook on Improving Quality by Analysis of Process Variables

Contact me directly at in ONS Quality Centre:

Sarah.Green@ons.gov.uk