What was the Purpose of Spot-On and How was it Used?
Reviews of Crossrail Project performance identified that whilst Non-Conformance Reports (NCRs) were being raised, root cause analysis of problems was not necessarily being completed effectively. In an attempt to improve the effectiveness of the NCR process a bespoke training programme was developed in partnership with the British Quality Foundation (BQF) to provide the skills and tools necessary to help identify Root Cause Analysis for Permanent Problem Solving. It was rolled out internally and to Tier 1 Contractors and their supply chain in a series of one day training courses.
Specific Problem Obstacle Tool – On Non-conformances (SPOT-On) is a tool that has been used to resolve non-conformances (NCRs) through intensive discussion and brain storming. In an attempt to continually improve the effectiveness of the NCR processes and achieve world class performance, Crossrail developed this SPOT-On training module to provide the skills and tools necessary to support and identify the root causes of NCRs and prevent recurrence.
The course teaches the delegate to do the following by using tools such as the 5 Whys, Fishbone Technique, Failure Mode(s) and other tools:
- Define the problem
- Understand the cause(s)
- Determine the solution(s) to address the cause(s)
- Implement the solution(s)
- Review Close-out.
Following a one day training course, the delegates are provided with an opportunity to gain a ‘Root Cause Analysis Practitioner Certification’ by submitting a live non-conformance example by completing the Spot-On template below which is assessed by The British Quality Foundation.
Download the full Spot-On template here.
The Spot-On techniques are not limited to the Quality Teams and the selection process of delegates on the training days was aimed to be as diverse as possible.
Delegates that have successfully attended the training course were expected to follow the Spot-On exercise when the following non-conformances are raised:
Since the original pilot in October 2014, 332 delegates have been trained over 30 courses. 5 people went on to become certified as root cause analysis practitioners with The British Quality Foundation. Crossrail has witnessed an increase in NCRs being reported and an increase in the Spot-On tools being exercised on site; the majority of feedback is from our contractors.
What is the Benefit to Future Projects?
Since October 2010, Crossrail has increased the motivation and willingness of Contractors to raise NCRs and to utilise the eB Project Technical Request system in order to create a culture where issues are reported allowing them to be dealt with in a controlled, transparent and efficient manner.
Raising NCRs is and has been a positive exercise on the Crossrail project. Therefore, the benefit to future projects is to continue to promote the teams to work together in order to find permanent solutions to prevent the recurrence of non-conformances by using the combination of theory and hands-on, practical exercises for immediate use in their working environment.
Feedback From the Course
….”Interaction, promoted engagement & understanding”
….”Learned effective RCA tools”
…”Fantastic and Excellent”
….”Useful, practical skills to take back to site”
…”Relevant to wide spectrum of jobs at CRL”
….”Quick simple steps”
….”Promoting analytical thinking”
….”Easy to understand, good mix of material”
….”It helps with resolving everyday challenges”
….”Interactive, engaging, energetic and fun”
…”Trainer was very knowledgeable and passionate”