Right First Time

What is Right First Time?

Right First Time (RFT) (or First-Time Right, or FTR) is a metric that comes from Total Quality Management (TQM) and measures the efficiency and accuracy of a process by determining the percentage of products or services that are delivered correctly without defects the first time they are produced or performed. In facilities management services, RFT is essential for assessing the quality of maintenance tasks, cleaning operations, repair services, process improvement, and any other activities where rework can result in increased costs and customer dissatisfaction. High RFT rates indicate that services are being performed correctly and to the client’s specifications in the initial attempt to increase customer satisfaction, which is a hallmark of quality and operational excellence.

How is Right First Time Calculated?

Right First Time (RFT) is a quality metric used across various industries to measure the percentage of products or processes that are correct and meet quality standards without requiring rework or correction. It reflects efficiency and quality in manufacturing, service delivery, and other operational areas. Here’s how to calculate RFT:

Steps to Calculate Right First Time

1. Determine the Total Number of Units Produced: Count all units that have been processed during a specified period.
2. Identify the Number of Units Without Defects Produced the First Time: Determine how many units were produced correctly and met quality standards the first time through the process without any need for rework or correction.
3. Calculate the RFT Rate: Divide the number of defect-free units by the total number of units produced, then multiply by 100 to express the result as a percentage.

Formula for Right First Time

Right First Time Rate = (Number of Defect-Free Units / Total Number of Units Produced) * 100%

Example Calculation

Imagine a factory produces 1,000 widgets, and 950 of these widgets meet the quality standards right off the production line without any fixes or rework:

• Total Number of Units Produced: 1,000
• Number of Defect-Free Units: 950

Applying the formula: Right First Time Rate = (950 / 1,000) * 100% = 95%

This result shows that 95% of the products were made correctly during the production process on the first attempt, indicating high process efficiency and quality control.

Importance of RFT

Right First Time is an important metric because it is directly linked to cost savings, customer satisfaction, and operational efficiency. A higher RFT rate means less time and fewer resources are spent on rework and repairs, which speeds up production and increases customer satisfaction. It also helps businesses pinpoint areas where processes can be streamlined to improve overall quality and efficiency.

How Right First Time is Used: Practical Example

RFT is used in various ways within facilities management services:

• Quality Control: RFT is used as a benchmark to gauge the quality of workmanship and service delivery, ensuring that maintenance and repairs meet quality standards.
• Performance Monitoring: Facilities managers monitor RFT rates to evaluate and improve the performance of their teams and processes.
• Customer Reporting: RFT rates can be reported to clients to demonstrate the reliability and effectiveness of the services provided.
• Cost Management: A high RFT rate can contribute to cost savings by reducing the need for rework, which consumes additional resources and time.

For instance, a facility management company might track RFT for cleaning services provided to office buildings. A high RFT would indicate that the cleaning staff consistently meets the clients’ customer satisfaction standards, reducing the need for repeat cleanings.

Ways to Reduce Right First Time

While an organization would typically aim to increase the RFT rate, there are strategies to address and improve a low RFT rate:

• Staff Training: Provide comprehensive training and introduce visual work instructions to staff to ensure they understand how to perform tasks correctly the first time.
• Process Standardization: Implementing standard operating procedures to minimize variability and mistakes in service delivery.
• Quality Assurance: Introducing more rigorous quality assurance checks throughout the service process to identify and correct errors promptly.
• Feedback Mechanisms: Establishing channels for feedback that allow for continuous learning and improvement from past mistakes.
• Technological Support: Using technology, such as automated systems or checklists, to assist staff in meeting the required standards without errors.

An example of improving a low RFT rate could be a facilities management team analyzing instances of rework to identify common errors in HVAC repairs. By understanding the root causes, they can tailor training and introduce targeted quality checks to improve their RFT rate.

By focusing on these strategies, facilities management can enhance their RFT rate, leading to more efficient operations, lower costs, and higher client satisfaction.

Frequently Asked Questions (FAQs)

How Does Continuous Training on the Shop Floor Impact Right First Time Rates?

Continuous training on the shop floor is crucial for enhancing RFT rates. It ensures that employees stay updated on the latest best practices and understand the nuances of quality standards. This ongoing training reduces human error and increases the likelihood of successful implementation of tasks correctly the first time. As a result, continuous training directly contributes to improved quality and reduced operational costs through fewer errors and less rework.

What Role Does Six Sigma Play in Improving Right First Time in Manufacturing?

Six Sigma is a methodology that focuses on process improvement and variation reduction through the application of statistical tools. In manufacturing, Six Sigma helps identify the root causes of defects and inefficiencies, allowing for precise process changes that improve quality. By integrating Six Sigma techniques, companies can increase their right-first-time rates, minimizing dollars lost to defects and enhancing overall operational efficiency.

How Can First-Time-Right Practices Reduce Operational Costs?

When successfully implemented, First-Time-Right (FTR) practices lead directly to lower operational costs. This efficiency is achieved because getting things right the first time eliminates the need for costly rework or corrections, saving materials, labor, and time. Reducing the incidence of rework also lessens the risk of delaying other processes, which can compound savings and reduce dollars lost due to inefficiencies and extended timelines.