Case study

Problem-solving: using the QRQC method, even remotely

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Patrick Ciccia
Master Black Belt at Safran
Published on

How do you use QRQC to solve problems effectively, despite working remotely? That is Patrick Ciccia's challenge. He works in the Process and Quality Excellence Department of the French group Safran as a Lean / Six Sigma Master Black Belt. QRQC is his favorite problem-solving method, but the 2020 lockdown has turned everything upside down. Why not take advantage of this situation and revolutionize team meetings? That’s exactly what he did with Klaxoon.

The challenge: problem solving with a hybrid work model

What is Patrick Ciccia's role at Safran? It is about interacting with process managers to provide methodological support. Six Sigma, lean management, change management, participative innovation: Patrick is an expert in new management methods.

In this role, he uses a problem solving method known as QRQC: Quick Response Quality Control. This method is used to find a quick response to a problem. (Editor's note: you can also find a QRQC method template in Klaxoon’s library.)

Previously, this method was applied in the form of a daily face-to-face meeting with part of the team. Not all Patrick’s employees are always available, mainly because they are working on the company's different sites.

In March 2020, the lockdown changed everything, and Patrick decided to take advantage of this to totally transform this meeting, following the hybrid work model. While some people were available on site in the usual meeting room, others were in another room to respect social distancing, and some were working remotely, on other sites or working from home.

To do this, Patrick started using Klaxoon to help him create a fully customized Board in order to meet his needs and those of his team. With Klaxoon, Patrick has made the meeting fully digital, and the positive impact was almost instant.

The solution: a Klaxoon Board designed by Patrick to use QRQC in team meetings

Thanks to Klaxoon Board, Patrick and his team were able to make meetings more effective and bring more people together while respecting lockdown restrictions.

How Patrick built and organized his Board

Patrick used the entire Board toolbar to organize information: creating different blocks, using colors and drawing tables to make everything clearer. These elements were divided into two sections: one for meetings and the other to be used as a tracking tool!

Patrick wanted to solve the problems identified quickly, and this can be seen in the way he built his Board: schematic with just a few lines, because if things are happening quickly, the team shouldn’t need anything else.

The part of the Board specifically for meetings took the form of a table that lists the various important topics to be addressed by the team:

  • Security
  • Quality
  • Costs
  • Deadlines
  • Staff
  • Indicators

Each day, his team fills in green or red boxes to report potential issues in these categories.

Below, another table lists the problems identified, the causes identified by his team and the corrective actions to be applied. There are different levels of QRQC. If a problem requires too many resources to be solved at an operational level, the problem can easily be escalated to level 3, meaning to the management.

On the left, there is a column for identifying potential deviations and accidents at work.

On the right of this table there is an area called “On the job ideas”. This is where team members can very quickly escalate information, problems or ideas directly related to their jobs.

With these few very simple elements, Patrick managed to create an effective visual aid for his meetings. But most importantly, he can recreate the direct and fast aspect of QRQC thanks to the simple interface and highly effective visual management.

Patrick chose to customize and build his own Board from an empty whiteboard. However, if you don’t have the time or want a solution that is quick to install, Klaxoon has a whole template library which can be used directly on Klaxoon Board. All you have to do is launch your activity and customize your template again to suit your needs!

To quickly solve problems encountered on the job, the QRQC template is perfect. This very simple and direct template includes a table to highlight these problems and find solutions quickly.

For their part, Patrick and his team use their Board both for daily meetings and as a project management tool.

How is the sync-up meeting run?

With lockdown and widespread working from home, the primary goal for Patrick is to connect with all members of his team. Most members have to travel very regularly to the group’s various premises and sites to support the project managers on site because they are experts in new Agile methods. With others working from home and restrictions related to public health measures, the meeting is held remotely, with the whole team. Whether they are at home, on a job site or in the office, team members simply log in via the device of their choice (PC, smartphone or tablet) to join the meeting.

Every day at midday, a dozen or so people get together for a 15 to 20 minute meeting. Participants log in to the Board, and Patrick starts the videoconference.

To be as clear and methodical as possible, and so as not to run over the time allocated to the meeting, this daily sync-up meeting takes place in several stages.

Analyzing indicators

The sync-up meeting begins by analyzing several low-level indicators that make it easier to understand high-level indicators. This is when the team sets goals and identifies problems if those goals are not met.

Escalating issues and addressing them as quickly as possible

After this phase, the team sync-up meeting turns into a problem solving meeting. This is when each team member can speak up and talk about a problem they’ve witnessed. But the whole team can come up with solutions. Patrick sets a great store by this very collaborative aspect of problem-solving!

To keep things easy to read despite the number of ideas his employees suggest, Patrick uses two very useful features: categories and dimensions.

  • Dimensions are used to provide more information about the idea: for example, the name of the person who posted the idea on the Board, the date, or a number so the idea can be found more easily.
  • Categories help to better organize ideas. For example, Patrick uses different categories: Problem, Action, Actions taken, Idea, Deviation identified or Indicator idea.

This way, Patrick can then sort all the ideas on the Board to display only detected problems or problem-solving ideas, for example. It’s very practical and keeps the Board organized during the meeting.

Klaxoon Board means you have something really fun and it’s a pleasure for the manager to organize a meeting on Board!

Boosting participation with Questions

Finally, if there is a debate, the meeting organizer can ask everyone a Question. With the Question feature, Patrick can choose between several types of questions: for example, a short poll with a check box for your answer, or an open question with a messaging option for longer answers. Patrick can use this feature to encourage the members of his group to participate more actively in the meeting.

Using the same Board as a project management tool

More than just a visual aid, the Klaxoon Board is also a project management and problem-solving tool, to be used every day and not just in meetings!

The highly visual aspect of the Klaxoon Board means that information is very clear and easy to understand. This also means the Board can be used asynchronously; the whole team can use it and view it whenever they want. Patrick uses visual management with color codes applied to different ideas, depending on their category.

In addition, the Board can be accessed from any device at any time. Employees can log in beforehand to write down their ideas and deal with them at the next meeting. For example, each team member can post photos when they want to share a potential danger they have noticed on site.

But above all, it’s the second space on Patrick’s Board that acts as a project management tool. The “Action Plan” space includes all the actions to be taken to solve the problems discussed during the meeting. In the same table, the team can see what actions have been taken in the past, and what impact they had on the job. This provides an overview of problems that have been rectified and helps to better predict these risks.

To sum it up, Patrick Ciccia and his team have created a whiteboard that is very easy to use, adaptable, centralized and perfectly suited to their needs.

Patrick Ciccia: "What is really interesting with Klaxoon is the responsiveness and ease with which you can share your ideas with the whole team."

The result: more interactive meetings and clearer tracking

Above everything else, Patrick likes their Board’s responsiveness. Thanks to Board, he can now share information faster and more naturally than ever before, which is what makes QRQC so appealing in the first place: solving problems effectively.

In terms of team management, with Klaxoon we can go much further than simple discussions: we are really connected.

Klaxoon enables you to connect directly to Board using Live, its integrated video conferencing tool. The daily sync-up meeting is no longer limited to employees who are actually on the main site and this is a huge advantage for a team whose main job is to work on the company's various sites.

In addition, Board can be used both during daily sync-up meetings and for exchanging information asynchronously. The various blocks, images and tables then act like a collaborative project management tool that enables the manager and the entire team to get new information in real time. A real bonus when the goal is to solve problems quickly!

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