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CORPORATE
CULTURE OF
QUALITY
September 26, 2014
David L. Chesney, Vice President andPractice Lead, Strategic Compliance Services
GMP, GCP and Quality ControlValencia Convention CenterValencia, Spain
QUALITY IS DIFFICULT TO DEFINE
• The editors of Quality Digest say that defining the word "quality" is "no simple endeavor."
• Juran said quality meant “fitness for use”
• Deming said only the “customer” can define quality (so “who is the customer”?)
• ISO Definition: “Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.”
• There are many other definitions in a variety of references
2
QUALITY IS DIFFICULT TO DEFINE
• For purposes of this discussion, let’s use:
• A “Quality” drug product always meets specifications that are designed to ensure proper clinical performance, and is manufactured under conditions that are controlled to assure consistent correct results.
• It is difficult to connect a strong quality system to sales success, unlike other industries such as automobiles, consumer electronics and other products where a reputation for quality increases sales.
• The case for a strong quality system involves avoiding problems, not achieving success. If we have a strong quality system:
• Evaluation of the adequacy of qualification and validation activities
• Evaluation of compliance with required GMP controls
• Evaluation of compliance with company standards and internal controls that may exceed
what is required by GMP
• Batch release, including whether deviations have been thoroughly investigated and the
impact of their occurrence has been properly evaluated
• Other activities within the scope of authority of the Quality Unit under GMP and company
procedures
5
CORPORATE CULTURE DEFINED
• Ravasi, D., Schultz, M. (2006), Responding to organizational identity threats: exploring the role of organizational culture, Academy of Management Journal, Vol.49, No.3, pp. 433–458:
• “Organizational culture is a set of shared mental assumptions that guide interpretation
and action in organizations by defining appropriate behavior for various situations.”
• Or, from Needle, David (2004). Business in Context: An Introduction to Business and Its Environment:
• “Corporate culture…refers to those cultures deliberately created by management to
achieve specific strategic ends.” (emphasis added)
• If culture is “deliberately created” it is logical to think that it can be deliberately changed when necessary. But how? And how do you know it is necessary?
6
FIVE REASONS COMPANIES DEVELOP A “QUALITY
CULTURE PROBLEM”
1. Innocent ignorance. Symptoms include:
A. Focus on clinical trial progress, particularly when successful, and ignoring the need to
assure sound manufacturing processes and process understanding
B. Leadership that has no experience running manufacturing operations and has no idea
what it takes to do that well. We often see this in companies that mature from a
development focused environment to a decision to commercialize something
themselves rather than sell the idea and develop something new.
C. “Virtual” organizations that think if you outsource everything you have no responsibility
– This year we made 200 batches and had 1100 recorded deviations
» We failed to “reduce deviations by 20%” but we cut the rate of deviations from 10 per
batch to 5.5 per batch
• Does not take into account seriousness of deviations that do occur, root cause, whether
we had repeating deviations, etc.
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EXCELLENCE
COMPETENCE
Quality Culture Maturity Model
Source:
UNDERSTANDING
AWARENESS
INNOCENCEQuality mainly outsourced to regulators
I’m good because I passed
the last inspection
13 | ICH Q10 | Juan Andres | Process Improvement
EXCELLENCE
COMPETENCE
Quality Culture Maturity Model
Quality mindset in all functions
Design Quality in & anticipate issues
Competitive advantage through
prevention of Quality issues
Failure to integrate Quality is
not even an option
Source:
UNDERSTANDING
AWARENESS
INNOCENCEQuality mainly outsourced to regulators
Quality Unit will identify the issues
Quality Systems and metrics reveal
reality, and drive action
I’m good because I passed
the last inspectionIt’s good as long as Quality
approves it
We review Q. along with other
aspects of the business
Tolerance to problems and
mistakes is minimal
14 | ICH Q10 | Juan Andres | Process Improvement
ACTION PLAN FOR
ENHANCING
CORPORATE QUALITY
CULTURE
1. Publish a strong corporate quality vision and mission statement.
2. Support it with consistent actions that send the message that you mean what you say.
3. Make patients who use your products visible to your employees. Reinforce this often. Use posters, videos, even focus group discussions. Get the face of the patient in front of your people.
4. Position the Quality Organization at the highest level, at a minimum as a peer to other operational units in the company.
5. Empower the Quality Organization with authority equal to its responsibility.
6. Put a Quality presence “on the floor” in manufacturing and laboratory areas. Engage QA and operations personnel on issues when they occur, not just later.
7. Hold the Quality Organization accountable to high standards of good science, sound logic and reasonable theories of regulatory compliance..