ANALYSIS AND CORRECTIONS WITH BITRIX24

quality department case

WHAT ARE CORRECTIVE ACTIONS?

Corrective action is a fundamental tool for continuous improvement of enterprise management systems.

One of our clients, who is implementing ISO 9001 management system, asked us to systematize and digitize the corrective action process in Bitrix24.

Corrective actions are activities that must be performed to prevent the recurrence of discrepancies and/or incidents.

We proposed a solution, which we can describe in this case only in a general way and in a simplified manner.

The solution was to develop corrective processes based on the smart processes of Bitrix24 with the development of precise routes, approvals of changes and setting requirements to other departments.

IMPLEMENTATION ON BPM PLATFORM

Since 2022 all our solutions are implemented using "BPM Platform for Bitrix24" application. It allows you to give the exact task for each role in the process, is conveniently displayed in the CRM card or mobile device, has dependent fields function.

correction process

Thus, in a number of key processes of the company, at the final stages we have included the triggering of a quality analysis task.

Such a task prescribes to the person responsible for the element to summarize his work according to a set of criteria in order to transfer this information to the "Analysis and Correction" smart process.

For example, a sales manager finishes a transaction and receives a task in which he fills out a questionnaire:

customer satisfaction according to the manager,
whether deadlines and regulations were met during the course,
whether there were any deviations or any special cases that were not part of the deal's business process during the work, and similar questions.

Then the quality control employee receives an element of the smart process with the information from the manager and works according to the algorithm prescribed by the system.

STAGE 1. ANALYZING

Based on which funnel the item came from, the system produces an adapted analysis process.

That is, if we are checking a manager's work in the sales funnel, it is important to listen to calls, verify deadlines, and check documents for errors.

Thus, the QCD employee gets the task and forms the list of violations, fixes the facts of violations within the business process tasks.

After the task, according to the selected types of violations, the system forms the composition of the commission, which will "virtually" consider this analysis and form a set of measures for correction.

STUDY 2. FORMULATING CORRECTIVE MEASURES

At the end of the analysis

if the result is absolutely correct the person responsible for the element receives bonus points,
if the result is correct, but there is something to improve, it is necessary to form a set of measures, which in the future will allow to work out the process with better parameters,
if the result is partially correct, it is necessary to form a set of measures as a reaction to violation or non-optimal state of the process.

Such measures, for example, can be:

changes and additions to regulations,
changes and additions to the processes in Bitrix24 and other systems,
prescribing the responsible employee (a manager, lawyer, developer, or any other participant) to take professional development courses or receive specific knowledge and training.

STAGE 3. AGREEING ON THE CORRECTION

The participants of the commission, as a rule, are the heads of departments, for which this process is end-to-end. For example, for deal analysis, these are the heads of the sales, logistics, and marketing departments.

Commission members approve the set of measures and approve the changes, and the QCD employee formulates the tasks at the end of the process.

STAGE 4. MAKING CHANGES

A QCD employee puts the agreed tasks for changes to the appropriate units, using the "Module - Tasks to Units" assistant business process.

For example, if the task has "Change the process of the "CP" stage in the "Sales" funnel, then it is put to the IT department or the outsourcing integrator, to the appropriate group and there passes through its kanban:

awaits planning,
in the test work,
testing,
publication,
acceptance.

All assigned tasks are blocking tasks, which means that the process can go to finalization only after all stage tasks have been completed.

stage 5. finalization

At the "Finalization" stage, it is necessary to apply the changes and complete the corrections. To do this, in the sequence of tasks and assignments:

publish the changes to the process documentation,
publish changes in Bitrix24 and related systems,
make an announcement for employees who use the process in the News section in Bitrix24,
close the item as successful.

REPORTS

The work of the quality department must also be digitized and accountable.

The head of the department needs to understand how many processes were analyzed, how many and what corrections were assigned, what resources are allocated to it, how subordinates work.

For this client was chosen method of automation by integrating Google Spreadsheets and building a summary table based on the data transmitted.

All data collected on correction processes for different funnels are transferred to Google Spreadsheets:

start date,
date of finalization,
time in the Analysis and Formulation stages,
time in the Approval stage,
time at the Modification and Finalization stages,
set of measures taken,
responsible for the element,
bonus points,
total cost of correction in hours,
and a number of other parameters.

Then, using Google Spreadsheets a summary table is built, from which you can draw conclusions about the number of worked correction processes, the productivity of those responsible, the quality of their work and the cost of correction.

RESULTS AND OUTCOMES

Now, absolutely every process element (e.g., lead, deal, or Bitrix24 smart process) includes a protocol check at one of the final stages.

This has resulted in an improved picture in terms of quality and speed, while the cost of execution continues to decrease.

Participants in the process know and understand the process

It is sufficiently studied by them to allow minimal deviations

Customer satisfaction with the process product increases

The quality of the work processes of the participants can be seen in numbers, now not only in money, but also in QCD indicators

New conditions and exceptions are identified immediately, and measures are immediately taken to avoid the situation in the future

We work with information. We want to work efficiently, and to do that, the information has to be with us in Bitrix24.

case

BITRIX24

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What do we offer?

STEP 1. FILL OUT A REQUEST FORM

STEP 2. WE WILL SET UP AN ONLINE MEETING TO TALK ABOUT YOUR REQUEST IN MORE DETAIL

STEP 3. WE WILL OFFER THE MOST EFFECTIVE INSTRUMENTS FOR YOU

STEP 4. WE WILL DRAFT A ROADMAP OF THE UPCOMING CHANGES

STEP 5. WE WILL GET YOU NEW QUALITY OF PROCESSES IN BITRIX24

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