Bb06 srihari six_sigma project

Six Sigma Black Belt Project, Feb 2009 – Aug 2009

Reduction of Turn Around Time (TAT) in the
certificate issuance process for improving
customer satisfaction at DNV Dubai
Project Intern – Srihari Chodagiri, BB-06
Project Guide – S. Ramanathan

© Det Norske Veritas AS. All rights reserved

27 October 2013

Slide 1

Timeline of the five phases - DMAIC

Feb’09
Define
Measure
Analyze
Improve
Control

Mar’09

Apr’09

May’09

Jun’09

Jul’09

Aug’09

DEFINE



Introduction



Project Charter



CTQ Tree



Data



Process Flow Cart



SIPOC

Introduction
Det Norske Veritas (DNV) is a certifying agency accredited by UKAS and RVA to
conduct Management System certification for companies. It operates in 11 countries in
the Middle East region with central office in Dubai, head quarters at Rotterdam,
Norway and technical support centre in Mumbai, India.
The current project aims to analyze the process of certificate issuance and bring
improvements in the issuance time of a certificate after completion of audit called
Turn Around Time (TAT).
Certificate Issuance only covers certification and re-certification of audits for all
standards and it does not cover surveillance audits as it is not required to issue
certificate after surveillance and recommendation is sufficient.
The different countries and the various certifications are as per Annexure –I.


27 October 2013

Slide 4

Project Charter
Project ID No:

BB06/
To reduce Turn Around Time(TAT) in the Certificate
Issuance process at DNV Middle East corporate office

Project Title

Define

Scope

Goal
Statement

Currently certificate issuance process is taking an average
time of 18 days which is resulting in customer dissatisfaction
at various locations.
Issuance process starts once the client company is
recommended for certification till the certificate is issued to
the client

To provide timely and accurate support for
certifications that will result in improvement for
customer organizations.
Reduced time for issuance of certificate to the
customer

Functional
KRA

Cost Drivers

Reduced number of errors in the certificates being
issued
Delay in issuance will propel customer to follow up
more thereby making Auditors make non value added
follow up

Tangible
Benefits

Reduction of TAT from current 18 days to 8 days by
Aug 2009.
Improved customer satisfaction, reduction in non value
adding follow up from across locations

Target
Beneficiary

The company and it’s subsidiaries- M/s.DNV Middle
East

Expected
customer
Benefits

Improved satisfaction and reduction in number of errors in
the certificates

Project
Champion

Mr. Torger Baardseth – General Manager

TAT, TR India time (TR India), TR Rotterdam Time (TR
RD), Certificate Issuance time (CI)

Black Belt

Mr. Srihari Chodagiri

Moniterable
parameters

Y – TAT is 18 days.

Big Y &
Small y’s

Team
Members

Errors in the certificates result in return of certificates
for correction and fresh issuance.
Y : TAT to be 8 days.
y : TR India – 5 days, TR RD – 2 days, CI – 1
days

Mr. S. Ramanathan, Ms.Maya Ghorpade, Mr.
Venkadeshwaran, Mr. KC. Sajeev, Mr. Sridharan

y – TR India – 9 days, TR RD – 4 days, CI – 5
days

Support
Required

Subsidary offices, TR India and Rotterdam
offices, Auditors and support dept in Dubai
office

Project Start

18 – 02 - 2009

Project End

18 – 08 - 2009

Domain
Expert

Mr. S. Ramanathan, Master Black Belt &
Operations Manager – DNV Middle East

Duration

Six months

ISI team
member

Dr. Somnath Ray

The Team

Base line (Current)
Measures of Y & y

Metrics

Critical to Business / Customer

Problem
Definition

DNV Dubai office issues certificates for 10 countries
including UAE on various certifications such as ISO 9001,
14001, 18001, HACCP, etc.

Company
Goal

Process Flow Chart for Certificate Issuance

Review assessment activity/provide
feedback – Actual Process

Follow up

Follow up

with TR India

Rotterdam

Follow up
with Auditors


27 October 2013

Slide 10

SIPOC for Certificate Issuance process

CTQ Specification Table

Need

Driver

CTQ

Operational definition of
measure

Specification /
target

Defect
Definition

KANO

Once the document is
Maximum of received, technical review
5 days
should get completed by 5
days

5 days

Any review
exceeding Ten Less the better
days

TR RD

Maximum of Document approval process
2 days
to be complete by 2 days

2 days

Any review
exceeding five Less the better
days

CI Time

Certificate to be printed and
Maximum of
approved to be ready for
1 days
dispatch to customer

1 day

Any review
exceeding five Less the better
days

TR India

Reduction of Turn
Around Time

Printing of certificate

No errors

Less the better

MEASURE



Data Collection



Check for Normality



Sigma level determination



Data Verification



Measurement System Study

Data collection plan

S.
No

Characteristic

1

Measure Sampling
(units)
data

TR Rotterdam for the clients of respective
countries

Where
Recorded

TR India for the clients of respective
countries

2

Data
Type

Time
3

Certificate Issuance for the clients of
respective countries

4

TAT overall for the clients of respective
countries

Days

2007 ~
CONCERT
2008 (till
software
Feb’09)

Data formulation
From the data, the time periods for TR India, TR RD and CI are obtained as below:
TR India = Review date – Recommended date
TR RD = Approved date – Review date
CI

= Issue date – Approved date
TAT = TR India + TR RD + CI

Issue date is taken as baseline date(explanation given in measurement system page) and the
data is re-tabulated with Project number and Certificate number with the above
calculations, as shown below:
S. No
Country
1 Oman, RC

Customer Name
ALI & ABDUL KARIM TRD. CO. LLC [AATCO]

Project Number
DNV Certificate Number Issue Date TR India TR RD
PRJC-15447-2007-MSC-ARE 39077-2008-HACCP-ARE-RvA 9/22/2008
30
15

CI
1

TAT
46

2

Bahrain, RC

ARAB SHIPBUILDING & REPAIR YARD CO. [ASR Y]

PRJC-25441-2007-MSC-ARE 46200-2009-AQ-ARE-RvA

1/18/2009

4

11

7

22

3
4
5
6
7
8
9
10

Bahrain, RC
Syria, IA
Syria, IA
Syria, IA
Syria, IA
Pakistan, IA
Pakistan, IA
Pakistan, IA

ARAB SHIPBUILDING & REPAIR YARD CO. [ASR Y]
HASAN & HACHEM ZAYED CO. (NOBA)
HASAN & HACHEM ZAYED CO. (NOBA)
INTERNATIONAL SHIPPING BERUE (ISB-SYRIA)
MASA CERAMIC INDUSTRY
UNITED MARINE AGENCIES (PVT) LTD.
SOFTECH WORLD WIDE
NURICON PETROSERVICES [PTE.] LTD.

PRJC-25441-2007-MSC-ARE
PRJC-61637-2008-MSC-PAK

12/17/2007
7/16/2008
7/16/2008
9/16/2007
3/3/2009
2/19/2009
3/3/2009
2/24/2009

4
6
6
4
1
4
7
1

0
1
1
19
19
3
2
1

48
1
1
1
2
7
7
7

52
8
8
24
22
14
16
9

Qatar Petroleum-Oil and Gas Ventures Directorate PRJC-67268-2008-MSC-ARE 43263-2008-AQ-ARE-UKAS
QATAR PETROLEUM
PRJC-106709-2008-MSC-QAT 45770-2009-AQ-ARE-UKAS

11/20/2008
1/10/2009

28
2

4
2

1
1

33
5

Fakieh Poultry Farm

PRJC-112059-2008-MSC-SAU 46654-2009-HSO-ARE-DNV

1/25/2009

9

15

11

35

Fakieh Poultry Farm

PRJC-112059-2008-MSC-SAU 47572-2009-AE-ARE-UKAS

2/15/2009

1

3

10

14

18 Qatar, RC
19 Qatar, RC
Saudi Arabia,
20 IA
Saudi Arabia,
21 IA

15658-2007-AHSO-ARE-RvA
31377-2008-AQ-ARE-UKAS
48934-2009-AQ-ARE-RvA
48181-2009-AQ-ARE-RvA
48901-2009-AQ-ARE-RvA
48490-2009-AQ-ARE-RvA

Initial data collection (2007~2008)

Data Collection (sample as generated from CONCERT)
Local Unit

Country

Middle EastLU

Iran (Islamic
Republic of)

Middle EastLU
Middle EastLU

Iran (Islamic
Republic of)

Middle EastLU
Middle EastLU
Middle EastLU
Middle EastLU
Middle EastLU
Middle EastLU
Middle EastLU
Middle EastLU

Jordan

Jordan
Iran (Islamic
Republic of)
Iran (Islamic
Republic of)
Iran (Islamic
Republic of)
United Arab
Emirates
Iran (Islamic
Republic of)
Bahrain
United Arab
Emirates

Middle EastLU
Middle EastLU

Kuwait
Iran (Islamic
Republic of)

Middle EastLU
Middle EastLU
Middle EastLU
Middle EastLU
Middle EastLU

Iran (Islamic
Republic of)
Iran (Islamic
Republic of)
Iran (Islamic
Republic of)
Iran (Islamic
Republic of)
Iran (Islamic
Republic of)

Customer Name
FARA DARYA ARSHEH
CONSULTANTS
Dr. NASIZADEH
PATHOBIOLOGY
LABORATORY
UNITED TUBE PACKAGING
IND.CO. LTD. (UNITUBE)

Project Number
PRJC-19097-2007MSC-ARE

PRJC-61552-2008ATTILA ORTHOPAED Co.
MSC-IRN
MASHHAD GEARBOX
PRJC-24370-2007COMPANY
MSC-ARE
PRJC-24630-2007DEEP SEA KISH
MSC-ARE
DUBAI MUNICIPALITY - General PRJC-101999-2008Projects
MSC-ARE
PRJC-30582-2007ASIA AKAM INDUSTRY Co.
MSC-ARE
ARAB SHIPBUILDING &
PRJC-25441-2007REPAIR YARD CO. [ASR Y]
MSC-ARE
PRJC-96538-2008ProDia International
MSC-ARE
MODERN VALLEY FARMS

International Turnkey SystemsTrading as ITS and ITSoft
SAZGAN GOSTAR CO.
PORTS AND SHIPPING
ORGANIZATION- SHAHID
RAJAEE PORT COMPLEX

PRJ-02250-95-CRTLDN

Activity
Type
IA

IA
RC

RC
IA
IA
IA
IA
IA
RC
IA

RC
IA

IA
PRJC-52775-2008PERSIAN OFFSHORES
MSC-IRN
IA
PRJC-72607-2008AZARAKHSH COKE SEPAHAN MSC-IRN
IA
PRJ-00513-2004-CRTPAXAN CORPORATION
THR
RC
PRJC-78089-2008GANDOM DARAN
MSC-IRN
IA

DNV
Certificate
Number
8388-2007-QARE-DNV

Issue Date
Calendar Recommended Review Authorized
of
Date
Date
Date
Date
Certificate
8/21/2007

17381-2007-AQARE-RvA
10/28/2007
10/8/2008
44294-2008HACCP-ARERvA
11/15/2008
38849-2008-AQARE-NA
8/11/2008
12/1/2007
28414-2008-AEARE-RvA
3/11/2008
42109-2008-AQARE-UKAS
11/2/2008
26130-2008-QARE-DNV
4/3/2008
15658-2007AHSO-ARE-RvA 11/10/2007
11/2/2008
CERT-00293-96AQ-LDN-DNV /
Rev. 2
9402-2007-AQARE-NA
26723-2008-AEARE-RvA
26321-2008-QARE-DNV
7296-2007-AQARE-RvA

9/9/2007

9/13/2007

9/16/2007

11/16/2008

12/23/2007

1/14/2008

2/14/2008

3/2/2008

10/11/2008 11/18/2008 11/25/2008

12/17/2008

12/13/2008

2/12/2009

2/16/2009

2/12/2009

9/17/2008

11/9/2008

11/9/2008

11/12/2008

1/22/2008

2/13/2008

2/25/2008

3/16/2008

4/23/2008

6/9/2008

6/16/2008

6/16/2008

11/11/2008 11/13/2008 11/13/2008

1/4/2009

4/26/2008

6/17/2008

7/15/2008

6/17/2008

12/17/2007 12/21/2007 12/21/2007

2/7/2008

11/17/2008 12/17/2008 12/22/2008

1/8/2009

5/2/2008

9/16/2008

9/16/2008 11/11/2008

11/6/2008

9/4/2007

9/29/2007

11/8/2007

11/8/2007

11/19/2007

3/9/2008

4/12/2008

5/28/2008

5/29/2008

6/1/2008

3/11/2008

4/29/2008

6/17/2008

7/15/2008

6/17/2008

11/3/2008

12/24/2008

1/22/2009

1/26/2009

2/9/2009

6/25/2007

8/15/2007

9/24/2007

10/1/2007

10/1/2007

11/8/2008

12/24/2008

1/22/2009

1/26/2009

2/9/2009

Whether this data can be considered as a data from a Process?
Yes, this data can be considered as a data from a Process for the reasons as
explained below:
-The data is repetitive i.e every month there are fixed number of certificates
being issued on different certifications and the respective audit reports are
uploaded and reviewed.
-Even though, the reports are not of a same company, the details in the
report being reviewed are similar.
- This is a service process wherein different transactions take place at four
different locations, 1) Auditor upload 2) Technical Review at India 3) Approval
in Norway 4) Certificate Issue from Dubai, all these processes integrated
through software called CONCERT.


27 October 2013

Slide 17

Prioritization of Variables
74% of data
having mean of
18 days TAT

Data analyzed for normality, it has
been found that data is not normal
(p<0.05)

2-Parameter fits the
distribution into normality
(p-value -0.2)
47% of items defective

Distribution is not normal in any
distribution

Distribution is not normal in any
distribution

Sigma Level Calculation
194 data points identified from the last 2 years data, with defect specification as
exceeding 10 days for TR India, 5 days for TR RD and 5 days for CI, the defects
data is obtained as below:
Defect Per Million Opportunities (DPMO) :
Number of opportunities = 3
Number of units = 194
No of defects = 155
DPMO =

NO. OF DEFECTS x 10**6
NO. OF UNITS x OPP.

=

155 x 10 ** 6
194 x 3

=

266323

From Sigma and DPMO table, Sigma level is obtained as 2.13

Baseline status

CTQ

Average

S.D.

DPMO

Sigma Level

TR India

13.2

14

448,453

1.63

TR RD

5.0

8.5

278,350

2.09

CI

9.6

33.2

417,525

1.71

TAT

27.84

37.5

266,323

2.13

Data Verification
-CONCERT generated data from ANSWERS Tab has been analyzed for sufficiency
with the three months data Jan ~ Mar 2009 by comparing with actual data and
system generated data and found the following problems:
- Some companies were not getting captured in the data namely – IMDAAD,
AMANA, RELIANCE CONTRACTING,..
-After analysis, it is found that the above companies are not attributed
into Middle East Local Unit(LU) because of which, they were not getting
captured.
Fresh data has been captured for the last two years after initiating correction In the
software to rightly capture all data points.
Even though 194 appears to be too less a number for two years data, the data has
been considered since there were lot many blanks in data entry in many of the
points.
Now after correction, many data points are retrieved and have obtained 557 valid
data points for the two years. It can also be noted here that, in 2009, monthly
average of data points is around 50.

27 October 2013

Slide 23

Measurement System Study
-Data initially is being captured for analysis is of last 10 years, but given the recent
software upgrade from previous software (Smartset) to CONCERT software, it has
been decided to only use projects with ‘PRJC’ (last 2 years data) which are
generated by new software as old software has incomplete data.
Baseline date:
Here a process is said to be complete once the certificate is issued which is
represented by issue date. So, for analysis of certificates issued in a month can be
more appropriately analyzed taking Issue date as baseline as against any other
dates such as recommended or calendar date.
The only caution that needs to be exercised is, in case the issue date is not entered
in CONCERT during that month even though a certificate is manually issued, that
adjustment in TAT data in the coming months need not be misunderstood. It is
recommended to integrate the system of certificate issuance to customer with
mandatory entry of issue date in ConCert software immediately on issuance.

New Data Collected, 557 data points 2007~2008

Data found
not
normal,
P<0.05

Sigma Level Re - Calculation
557 data points identified from the last 2 years data, with defect specification as
exceeding 10 days for TR India, 5 days for TR RD and 5 days for CI, the defects
data is obtained as below:
No of defects = 396
DPMO =

NO. OF UNITS x OPP.

=

396 x 10 ** 6
557 x 3

=

236984


Baseline status

CTQ

Average

S.D.

DPMO

Sigma Level

TR India

8.82

8.22

333,932

1.93

TR RD

4.0

3.85

271,095

2.11

CI

5.15

5.02

359,055

1.86

TAT

17.98

10.56

236,984

2.22

2008 data alone, 300 data points


27 October 2013

Slide 28

Analysis of TAT data for Q1 (Jan, Feb & Mar’ 09)


27 October 2013

Slide 29

ANALYZE
Brainstorming Points
Cause & Effect
Development of solution / Tool
Analysis of problems
Analysis of Certificate
Review

Brainstorming: What are the problems observed in the process from data?
Process 1 : Uploading of audit reports by the respective auditor in the country


Auditor does not upload the documents on the same day in CONCERT
- Internet not available at customer location



Incomplete report
- Auditor does not fill the required details like previous certificate date, scope, name of
company(as to be printed in Certificate) etc in CONCERT

Process 2 : Verification or technical review of the documents by India office,


The documents are reviewed at a later date depending on priority



Sometimes, the process happens back and forth with TR team getting clarifications from
auditor



Delay in communication to Dubai office


27 October 2013

Slide 31

Brainstorming points, contd.
Process 3: Verification & follow up by DNV Dubai office


Delay in processing due to difference in weekdays with India office



The documents are kept pending for a later date depending on priority



Accumulating for a set of documents to take approval from Rotterdam



Delays in following up with Rotterdam

Process 4 : Authorization from Rotterdam office


The documents are kept pending at Dubai to accumulate for a later date depending on
priority



The respective person to authorize is not available.


27 October 2013

Slide 32

Brainstorming points, contd.
Process 5 : Certificate printing, signature and dispatch


Manual preparation of certificates rather than generating from CONCERT



Incomplete details resulting in looking up for data causing delay



Time for filling up the details in the certificate generated in the CONCERT
- To look into different details like Project, Certificate list, etc..



Delays in obtaining signature due to non availability of signing authority



Errors in certificate resulting in certificate being returned by customer


27 October 2013

Slide 33

Cause-Effect Diagram
<Cause & Effect diagram for all must be CTQs>

Technical Review
India

Not taking it as
priority
Not able to identify
pending reports

Technical Review
Rotterdam
Delay in checking
the report

Review person not
available
Delays in corrections
after review

Approving person
not available

Errors in the
certificate
Certificate Issuance

Incomplete
report

Not followed up
by Dubai office

Integrated software
tool to track delays

Delay in report
uploading

Auditor uploading

All the above causes pointed to having an integrated tool that would identify time taken for
the different processes as TR India, TR RD and CI -> CONCERT

Development of Solutions : Data tool for
monitoring TAT using Answers Tab

Creation of TAT specific
Filters
Analysis
Icon

Answers
Tab

TAT generated data


27 October 2013

Slide 35

TAT data monitoring tool


It has to be noted that the above data tool developed is different from the initial data
generation, which randomly generated data for last 10 years out of which data has to be
sorted for last two years.



Moreover this tool is able to generate complete data with less number of blank details and
the data is matching to the manual reports as explained in the coming slides.


27 October 2013

Slide 36

Analysis of current problems:
S.
No

Country

2

Saudi
Arabia,
IA
Saudi
Arabia,
IA

3

Iran, IA

1

Customer Name

Project Number

Fakieh Poultry Farm

PRJC-1120592008-MSC-SAU

DNV Certificate
No

Reco
Date

TR
India

TR
RD

CI

TAT

1/25/2009

9

15

11

35

1/26/2009

17

7

1

25

1/23/2009

18

1

1

20

PRJC-1119732008-MSC-SAU

46654-2009HSO-ARE-DNV
46682-2009AFSMS-ARERvA

PRJC-989322008-MSC-IRN

46169-2009-AISARE-UKAS

PRJC-080692007-MSC-ARE


2/4/2009

7

8

10

25

1/15/2009

25

3

5

Remarks
communic
ation with
client for
NAME

33

4

Iran, IA

Fakieh Poultry Farm
MAPNA TURBINE ENGINEERING
AND MANUFACTURING CO.
(TUGA)
MARITIME AFFAIRS DIVISION
OF THE PORTS &MARITIME
ORGANIZATION

5

Iran, IA

TAKVIN SANAT CO.



6

Iran, RC

Mapna power plants and development
co.(MAPNA-MD1)


46002-2009HSO-ARE-DNV

1/14/2009

26

1

19

46

7

Iran, IA

ISARGARAN HADID TRADING
AND INDUSTRIAL COMPLEX Co.

PRJC-1025222008-MSC-IRN


1/25/2009

9

9

5

23

8

UAE, IA

DUBAI MUNICIPALITY Municipality Centres



2/24/2009

14

2

7

23

9

UAE, IA

DUBAI MUNICIPALITY - Sewage
Treatment Plant



2/24/2009

14

2

7

23

10

UAE, IA

Masri Engineering & Contracting
Establishment



2/11/2009

12

3

11

26

11

UAE, IA

DUBAI MUNICIPALITY - Public
Parks & Horticulture



2/24/2009

21

6

3

30

12

Jordan,
RC

KING ABDULLAH UNIVERSITY
HOSPITAL(KAUH)



1/27/2009

17

6

14

37

13

Syria, IA

MASA CERAMIC INDUSTRY



3/3/2009

1

19

2

Wrongly
kept
pending

Wrongly
kept
pending

communc
with client
for Name
& Address

22


27 October 2013

Slide 37

Analysis of problems:
As observed in the previous table, the main problems that have been observed after
doing the detailed data collection:
-Majority of the problems are related to follow up and taking up as priority at the
respective location
-Other problems like correction of reports are less in number and are occurring once
in 3 months on average.
- Holiday differences is also observed as one other contributor to variation in TAT
times as Dubai has Friday and Saturday as holidays while Rotterdam and India
office are having weekend holidays as Saturday and Sunday.
-In some cases, certificates are being returned for correction of details as explained
in the next page.


27 October 2013

Slide 38

Analysis of a certificate
Line
No

Details in a certificate

1

DNV Symbol

Printing details
Part of printing paper

2

DET NORSKE VERITAS

Generated by CONCERT

3

MGMT SYSTEM CERT or OHSAS


4

Certificate No.


5

This is to Certify that

6

"Name of the Company"

Generated by CONCERT,
often requires manual
correction

7

"at"

8

Three different types of certificates
with accreditations of RVA, UKAS
and DNV are shown in pictures.

"Address of company"
has ben found to conform to the Mgmt System Std or
OHSAS series

9
10
11
12
13

Name

correction

"Std No.(ISO 9001, 14001, 18001, …)"
This Certificate is valid for the following product or
service ranges….." or "This certificate is valid
concerning all activities related to………."
"Scope of certification"
Initial Cert date
(Manual)
Valid until
(Manual)

Auditor name

Address

correction

Place & Date Manual
(Manual)

Scope

Symbol

Torger
Baardsheth
27 October 2013

Slide 39

Review of Analyze phase


Better co-ordination across the locations and follow up identified as important action for
improvement in TAT.



Data monitoring tool is developed which is now being run weekly to communicate delays
at respective locations.



Data correlated with monthly reports and re-calculated to reflect the actual picture.



It has been analyzed that once the reports that are uploaded by auditors are thorough, all
other times are just dependent on close follow up. So, the critical area is just identified as
close follow up with the respective locations.



Other actions like Certificate details, etc are also being analyzed.


27 October 2013

Slide 40

IMPROVE & CONTROL
Action Strategy
Certificate printing improvement
Improvement data / trend graph
 Sigma calculation
Benefits – Financial / Non Financial
Risk Management
 Standardisation

Action Strategy
-To adhere to the given target dates of TR India(5 days), TR RD (2 days) and CI (1 day)
-Improvement of Auditor uploading time :
-The same point has been raised at the annual auditors meet on 29th May 2009 and
the auditors have principally agreed to uploading the reports on time in ConCert on
time and with full details. Last two months, it has been observed that the reports are
being uploaded promptly and with no/less corrections.
-Improvement of Review time at TR India :
-First time right data will be monitored at TR India
-The pending reviews are periodically monitored on weekly basis with data tool.
-Improvement of Approval times at Rotterdam :
-The same issue has also been presented to the Management Representative (MR) of
DNV Global during DNV Dubai office audit on 2nd June 2009 to firstly take to his
notice delays in TR RD approvals and secondly to implement this actions in other
locations (India). TR RD has shown improvement over the last two months.

Action Strategy (contd)
-

Improvement of time at Certificate Issuance(CI):

-

The monitoring data is being run every week using Answers and the relevant personnel are being
followed up using email.

-

Approval on certificate is being taken as soon as authorization is received from Rotterdam.

-

Draft certificate is being sent to customer before issuing the final certificate.

System improvement recommendation for future:
Dubai, India and Amsterdam are having different holidays during the weekend and the
communication is affecting the Turn Around Time(TAT)
- Audit completion and report uploading starting from Auditors will be standardized with milestone
points i.e all reports will be uploaded in CONCERT on two points in a week, Tuesday and Thursday
noon they will be sent to India office by Tuesday evening for which India office has to send back by
Friday & Tuesday evening, which will be approved by Dubai office by Sunday evening and sent to
Amsterdam which will be coming back by Monday.


27 October 2013

Slide 43

Improvement of Certificate printing using CONCERT


As noted before, the three lines – Name, Address and
Scope are requiring correction from the automatic
generated certificate.



These manual corrections are sometimes resulting in
further modifications as raised by Customer.



Corrective Action : Certificates to be generated directly
from CONCERT and not to be edited manually. Customers
are communicated through email for confirmation of these
details, sometimes Draft certificates are being sent for
Customer approval.



Preventive Action : Auditors, who make a note of these
details after completion of Audit and upload them, are
being clearly explained with the above details and to
correctly note the above promptly.



Certificate printing using CONCERT

Other Actions : It is recommended to provide a dedicated
Printer adjacent to computer in this process as this would
reduce Certificates wastage because of errors, as also
reduce time of waiting while printing a certificate as
different paper is needed to be kept and wait till the
printing is completed.


27 October 2013

Slide 44

Improvement data – last three months

40, 52 and 51 data points are observed in the last three months Aug, July and June
respectively as can be seen partly from the table above and the average value of TAT
is drastically reduced during July and August, attributable to close follow up and data
monitoring.

27 October 2013

Slide 45

Improve Trend graph
Turn Around Time
(TAT)


27 October 2013

Slide 46

Improvement data
TR India

TR RD

CI

TAT

Jul’ 09

6

2

2

8.77

Aug’ 09

10

3

1

10.88

It has to be noted here that Average TAT is not a direct addition of averages of TR
India, TR RD and CI. Only TAT for a independent point or for a company will be a
direct addition.
So, as can be observed from above data, good improvement towards target have
been noticed in TR RD and CI. TR India, though have shown improved
performance during July did not sustain improvement in August and it was
attributed with lack of follow up from Dubai office without time being summer and
the staff and even the auditors were on leave.
It is expected to comeback to below 6 days in the coming months


27 October 2013

Slide 47

Sigma Level Calculation
143 data points identified from the last three months (Jun, Jul & Aug) data, with defect
specification as exceeding 10 days for TR India, 5 days for TR RD and 5 days for CI,
the defects data is obtained as below:
No of defects = 45
DPMO =

NO. OF UNITS x OPP.

=

45 x 10 ** 6
143 x 3

=

104895


27 October 2013

Slide 48

Improved Sigma status

CTQ

No. of
defects

DPMO

Sigma Level

TR India

24

167832

2.47

TR RD

7

48,951

3.16

CI

14

97,902

2.8

TAT

45

104895

2.75

TAT has improved from a sigma level of
2.22 to 2.75 during this project

BENEFITS ANALYSIS: FINANCIAL
The process being a service related one, the main benefits are mainly
intangible in terms of reduction in time and improvement in customer
satisfaction – both Internal and External.
Though a service operation, here a point needs to be noted that the current
operation of Certificate issuance is in itself is split up to as work in
different locations as can be noted by Technical Review being done at
India. Otherwise this has to be done at Dubai itself as part of the process.
So, improvement in terms of time at Dubai as also reduced follow up at the
DNV locations of Middle East will be amounting to significant
contribution in money saving in terms of time.
A rough estimate of the money saving is as presented below (at Middle East rates):
No. of certificates issued per month (average)
- 50
Current time of auditor’s follow up / being followed up (all auditors
combined) - 20 hours or 3 man days / month
- $1500
Contribution from delay in payments from Customers - $200
Miscellaneous (Rotterdam, India office follow up , errors, etc) - $100
Sub Total for a month
$1800
Over a period a time, along with improvement in customer satisfaction, this
project would also result in improvements to the tune of $20,000/year .

27 October 2013

Slide 50

BENEFITS ANALYSIS: NON-FINANCIAL
- Reduced cycle time
- Reduction in re-processing of the certificates
- Reduced follow up with customer with better coordination from Auditors
- Lessons Learnt
- This project opens up new areas in the usage of CONCERT data as
to how to use different filters and generate different types of analysis.
- Two more projects are already initiated in the Sales and Accounting
process using the experience in this project.
- Improved on-time delivery
- On time delivery of the certificates is drastically improved with weekly
deliveries to the respective DNV locations
- Faster response
- Response rate is enhanced with better coordination resulting in increased
customer satisfaction
- Reduced effort
- Effort has also reduced with lesser piling up of certificates and periodical
clearance.

27 October 2013

Slide 51

Risk Management
Risk Identification
The risks in implementation are:


Increased follow up



Email not read/missed: Will result in reduced coordination and even missing of some
reviews. The emails are to be kept along with read receipt and needs to call in case a
email is not read.



Customer not responding to draft



Lack of acceptability or resistance to the newly defined processes by the
employees(auditors, reviewers, etc) as it may increase their day to day work.



Lack of consistency or standardisation among the various sections.



Crashing / upgrade of software to new version


27 October 2013

Slide 52

Risk Assessment


For this project we are only conducting a qualitative assessment using a scale of high, moderate, and low. The matrix below is our view
on the distribution of risks along a priority setting of the red, yellow and green with the red being the highest priority. This matrix is
considered a risk neutral with all colours (severity).

1. Increased follow up:
- probability = medium; the discussion on different sections with multiple people needs certain time to be allotted which may not
be possible consider outstation trainings running for a week
- Impact = high; effects the quality of implementation
2. Email not read / missed:
- Probability = L, the audit and review dates can be pre planned such that there is availability
- Impact = H
3. Crashing of software:
- Probability = L
- Impact = M

P/I

H

3, 5

2

M

5. Standardisation
- Probability = M
- Impact = H

M

L

4.Customers not responding to draft:
- Probability = M
- Impact = M

L

4

1,6

H

6. Resistance to change
- Probability = L
- Impact = M

27 October 2013

Slide 53

Risk Response Planning
Based on the above assessment the only risks that are in the red are an opportunity (positive risk). As a response
strategy we need to enhance the chance of this risk (opportunity) materializing. To accomplish this, we can work
toward raising the probability of occurrence which we can achieve via the following steps:


Initially, it will be more but over a period of time, it is going to reduce and improve for good. This point has to be
made realized by the CI personnel.



The importance of customer satisfaction and also increased coordination will be made understood such that
employee resistance can be reduced.



Make sure to involve the personnel involved in the process while defining any new process.



By making sure that the other parties are giving cooperation, the load of additional follow up or even resistance fro
change can be managed effectively.



For the other risks, they are considered acceptable and we trust that some of the responses mentioned here for the
opportunity will also help minimize the probability and/or impact of the other risks. Therefore, no more response
planning would be required or initiated.


27 October 2013

Slide 54

Standardisation
The monitoring of TAT data is standardized or incorporated into the monthly report
which is sent to head office in Rotterdam as shown below:


27 October 2013

Slide 55

Standardization (Contd)


To start with, TAT data will be published to Rotterdam and slowly the details of TR
India, TR RD and CI process will also be added into the report for monitoring each of the
parameters.



The reasons for pending reports for major ones would also be escalated to the top
management, keeping a check on audit report delays, customer communication, etc.


27 October 2013

Slide 56

Appendix 1


List of Countries coming under DNV Dubai office




Saudi Arabia, Kuwait, Bahrain, Qatar, Oman, UAE, Jordan, Pakistan, Syria,
Iran, Egypt

List of Certifications covered
- ISO 9001, 14001, 18001, 22000, 27001, HACCP, SA 8000


27 October 2013

Slide 57

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