(P-QU-14) The Impact a Quality Scorecard Can Have to Improve Quality and Increase Management Engagement

Sunday, October 20, 2024

12:00 PM - 1:00 PM

Presenting Author(s)

Emmanuel Casasola (he/him/his)

Executive Director, Global Quality
BioBridge Global
San Antonio, Texas, United States

Background/Case Studies: In the realm of biologics and testing, tightly regulated entities demand clear visibility into metrics to gauge the robustness of their Quality Systems. This visibility empowers management to make risk-informed decisions, leveraging the insights from data analysis. Yet, as organizations embrace digital or automated solutions such as electronic Quality Management Systems, grappling with the vast amount of data becomes a challenge, hindering efforts to drive transformative change and enhance compliance. Recognizing this challenge, our organization implemented a quadrant-based scorecard to act as a dashboard in 2022. This scorecard creates transparency of metrics offering stakeholders a comprehensive view of key performance indicators. By fragmenting complex data into a dashboard, the scorecard empowers all employees to actively engage in improving compliance and driving positive change throughout the organization.

Study

Design/Methods:

In 2023, the organization continued its utilization of a quadrant-based scorecard, now in its second year of implementation, aimed at discerning the origin of data. The X-axis delineated "People vs Process," while the Y-axis distinguished "Internal vs External". Each quadrant offered a potential score of 25 points, aggregating to a total of 100 points. Distributed monthly to operational leadership and accessible via the company intranet for all staff, the scorecard served as a focal point for monitoring performance and guiding improvement efforts. The “Quality Cup,” a competition based trophy, was given to the business unit with the highest score each month. This increased the level of engagement and desire to improve the quality metrics for each business unit.

Results/Findings:

Table 1: Quality Scorecard Metrics Over a 1 year period

Quality Scorecard	Low	High	% Improvement
Business Unit – QualTex	57	87	35%
Business Unit – South Texas Blood & Tissue	72	92	22%
Business Unit – GenCure	40	96	58%
KPI – Complaints Closure Time - QualTex			27%
KPI – Complaints per month - QualTex			53%
KPI – TAT - Immunohemotology Reference Laboratory STBT			45%
KPI – SOP Periodic Review - Gencure			100%

Based on the data compiled, the Quality Scorecard was invaluable in increasing awareness of the Quality Metrics which directly impacted all business units.

Conclusions:

Having a robust Quality Scorecard that is utilized as a dashboard to measure the overall health of the Quality Management System is a great tool to drive excellence and improvement. It also serves as a great engagement tool for management to take ownership over their quality metrics and provide a unified language for a broad organization to be able to understand.