An integrated quality management framework to improve project throughput rate in a selected laboratory environment

Abstract

Recently there is growing consensus on the importance of advisability and reliability of testing laboratories adopting a Quality Management System (QMS) to support their activities. It has been noted, through literature that laboratories involved in research and development have specific difficulties implementing a QMS, due to the peculiar nature of their activities. In addition, literature indicates Lean Manufacturing provides useful tools and techniques to assist with improvement of quality and throughput rate of laboratories in industry. This study analyses the main challenges encountered by professionals, when implementing a QMS in a research and development laboratory, based on the literature reviewed. Furthermore, it has been noted the International Organisation for Standardisation (ISO) has a specific standard set for testing and calibrations laboratories to improve quality within the laboratory, namely ISO 17025:2017. The literature review analyses the pros and cons of ISO standards pertaining to laboratories and lean manufacturing tools which may assist to improve quality within the laboratory. Sappi Centre Of Excellence (COE) laboratories which is a research and development laboratory is currently experiencing issues associated with delayed turnaround time of results, due to repeat work in ageing kinetics, viscose production and associated application tests within a project. The aim of this research was to reduce or eliminate repeat work during projects, in order to improve throughput time for project deliverables, through an integrated quality management framework. To understand the cause of repeat work within a project, a pragmatic approach to the study was undertaken. A quantitative approach included the use of a self-administered pre-study questionnaire to understand the root cause of delays during the project, from the view of the participants within a project. Brainstorming sessions were used to encourage an interactive session between the researcher and teamsters to qualitatively understand challenges experienced during a project. A cause-and-effect diagram was constructed from information obtained through data analysed from the pre study questionnaire and brainstorming sessions, in order to outline the possible causes/challenges of repeat work. Value stream mapping was used to illustrate the flow of the process for ageing kinetics, viscose production, and application tests, proceeding from a macro perspective to the level of detail required to identify opportunities for improvement. All data generated for the study were through employees from Sappi COE laboratories. Census sampling was used, since the population size of Sappi COE is smaller than 50. After possible causes of repeat work were identified and analysed, possible solutions were instituted through an integrated quality management framework. A post-study questionnaire was conducted to verify whether the implementation of various tools led to an improvement in quality and reduced time spent within a project. The study results identified several major root causes that impact project duration within Sappi COE laboratories such as: lack of communication on all levels within the COE, inadequate systems available for sample management, lack of maintenance schedules for critical pieces of equipment, and unclear/outdated ISO procedures, as well as poor time management. An integrated quality management framework was developed and implemented considering the above root causes. The framework was primarily based on ISO 17025:2017 and lean manufacturing tools. From the post questionnaire, a significant improvement in sample management within the department was evident. In addition, there was an improvement in equipment maintenance, however, more interventions are required to make a significant improvement.