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

‘product quality will follow from improvements in process quality’ 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’ Quality is one of the key principles in NSCoP and runs through all our frameworks At EU Level the requirement to improve measurability of statistical outputs and processes in embedded in the European Statistical System Process quality is important since it is a time and cost effective way to meet product/output quality criteria – this would otherwise be unachievable within the constraints of a business environment.

Impact of Process Quality at ONS Reputation Business Quality Customer Perceived Quality So we know why we are driven by our and Euro frameworks that we should be looking at process quality but how does process quality fit into ONS as an organisation? At ONS we implement process quality to ensure quality outputs for out customers Extremely important for a corporate face of organisation Process Quality Product Quality

Definitions Process: Process Quality: Process variables: 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 These are quite broad and generic definitions – they are not definitive Products or outputs are generated by an underlying process or sequence of processes, and so the product quality is likely to be affected by the process quality.

ONS Process Quality Initiatives Process Quality Project in ONS Summary of the European Handbook on Improving Quality by Analysis of Process Variables A defined set of process quality measures Project aims to develop a CQI framework for the statistical production processes, and tools to enable this with the view to roll out across ONS and wider GSS Summarised version of the EU HB for ONS with updated guidance on improving quality by analysis of process variables Measures to be developed through the course of the project So how have we addressed these directives in ONS?

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: The way we judge process quality is using Key Process Variables We have defined a process variable earlier as a factor that can vary with each repetition of the process, those that are key are those which have a large effect on key characteristics of the output Key Process Variables are the main focus of the HB

Steps for Continuous Quality Improvement Identify key characteristics of the processes that will to make the output fit user requirements Develop a process map Determine key process variables that will impact on the key characteristics Evaluate how to measure the key process variables Monitor stability of the key process variables Determine if the process produces an output that over time continuously meets user requirements Establish a system for the continuous monitoring of the process So we have a defined set of steps for implementing process quality in ONS in order to achieve CQI. The first step is to identify the key characteristics of the process that will make the output fit user requirements. It is not enough to identify a process, if we are to implement process quality and effectively achieve CQI we must understand the output characteristics that are important to users, both internal and external, and make the output a success – these are key characteristics. Very often these are defined by users but some examples of key characteristics may be: X, Y, Z. Once a process has been identified for monitoring and the key characteristics identified, the next step is to map the process by developing a comprehensive flow chart of the process, known as a process map. Process maps can be used to: take an objective look at a process identify who owns the process or parts of it identify sources of variation in the process identify ways to monitor the process identify waste - any activity that requires resource but adds no value An effective process map will establish the following: pictorial representation of a process clearly defined start and end points the flow of the process and decision points within it owners of each process what actually happens in a process - not what 'ideally' should occur. Potential sources of information during process mapping are: existing documentation eg survey procedures manuals and specifications; statistical output managers; those who carry out the tasks - the process owners. The handbook includes the three main points I discussed on the previous slide (identification, measuring and analysis of the key process variables) I will expand on these with example in a moment. The next important thing to consider is if the process is consistent over time – we might be able to produce an output to user requirements once but can we do it time after time – we need to ensure this happens otherwise measuring the key process variables is a waste of time as we will never achieve a state of CQI. Once we have established all the steps then we can maintain a system for CQI

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 We need to identify the key process variables from the process map Key Process Variables are factors that: can vary with each repetition of the process have a large effect on key characteristics Useful tools to identify these are cause and effect diagrams and pareto charts

Pareto Chart of Contribution to Total Item Non-response by Question Example from ONS E-Commerce Survey Pareto chart showing that out of X questions we can identify 4 questions that contribute 33% of the total item non-response and so these will be our the process variables that will be key for us to consider. As part of work to improve the quality of the E-commerce questionnaire, the Data Collection Branch of Methodology Group Division, fully reviewed the questionnaire for 2002. This included carrying out a post-implementation evaluation, aiming to: assess how successful revisions to the questionnaire had been in terms of: - meeting data requirements; - respondent response to the various questions; highlight areas for further improvement. To achieve these aims the evaluation team gathered feedback from the Survey Processing Centre (SPC) who scan and capture data responsible for scanning and capturing the data, and the Data Validation Branch (DVB) who validate the data and answer respondent queries responsible for data validation and answering respondent queries. As well as common key process variables related to response rates, the evaluation team used feedback from the SPC (following analysis of batch errors in scanning) to identify several key process variables to measure and analyse. The full list includes percentages of: a) item non-response; b) unnecessary response; c) entered a mark in both yes and no boxes; d) left both yes and no boxes blank; e) entered a numeric value in a mark box; f) entered a mark in a numeric field; g) completed more than one mark box where only one is expected; h) entered a non-relevant mark in or across mark boxes.

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 After identifying the key process variables, it is important to know how accurately they can be measured. Ideally this measurement should require as little effort as possible on the part of the producers. The key point to consider when evaluating how to measure the key process variables are: 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: Example from UK Census on occupation coding: What can be measured that is useful to understanding and monitoring the system? We have identified a KPV as consistency rate and we have collected data that means we can measure it Can the measures be used to assess changes in the quality? We can see how the consistency rate changes over time and compare to see if consistency is improving at any time What does success look like? Success will be consistently reaching an agreed level of consistency in the accuracy of coding Can the measures lead to potential for improvement? Yes, if we see consistency rate is too low or drops then we can find places in the process where we can look to rectify this – more checking for example Evaluate measurement capability: Is consistency a good measure of accuracy? What is the sampling error of our measurements?

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 Once key process variables have been identified and measured in the previous 2 steps, analysis of them can begin. First, they are tested for stability: process stability is a state where the process variation consists entirely of random components i.e. the variation is not systematic.

Control Chart of Coding Consistency Rate for Occupation Question Example from ONS UK Census So from the previous example we would want to consider the consistency rate over time and can do this using a control chart From here we can establish if over time the process produces an output that continuously meets user needs and develop a process for continuous improvement

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 Compendia of quality – asking business areas what process quality checks they have in place and look at their quality measurement and monitoring.

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 All very well having a handbook but we need to develop a definitive set of quality measures for people to use alongside this

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 Equivalent to the ‘Guidelines for Measuring Statistical Quality’ but with the focus on 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 Pilot – working with output areas to see where tools and concepts will work and to ensure implementation and continued use to ensure CQI Quality strategy targets – by 2011 key statistical outputs to publish annual process quality measures – self imposed target

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