PHARMACEUTICAL PROCESSING | NOVEMBER/DECEMBER 2015 13 n
nOPERATIONAL EXCELLENCE nPHARMPRO.COM
“The building blocks that 95 percent of our customers
ask for are document management, training management,
and CAPA (corrective action and preventative action),” said
Santos-Serrao. “Most of the time it involves a lack of
training or folks not completely understanding an
At MasterControl, the phrase “oper-
ational excellence” is defined a little
“To me the term ‘operational ex-
cellence’ means setting the bar high
on how we do our jobs and produce
products, and then constantly ex-
celling at that,” said Santos-Serrao.
“Not just meeting the bar of what’s
But not all facilities have a proactive
approach to operational excellence.
“One thing that I have found,” said
Santos-Serrao, “is that many organizations are
reactive to quality. Many feel that quality is something
that can be easily addressed, but it isn’t that simple. They
often take it for granted until they are fined or have an is-
WHERE TO NEXT?
In order to achieve operational excellence, there are tan-
gible steps that can be taken:
• See where there are gaps in training or in your business.
• Find where there is no documentation of what is
expected to be done.
• Look at how things were being done before
and how it was being managed.
• Address what Santos-Serrao terms as
“tribal knowledge.” This is when people
make assumptions that others know
what they are supposed to do without
any documentation or SOPs to explain/
verify. If there is no documentation, you
cannot prove what people need to do.
Some of the positive outcomes in
achieving operational excellence through
systems such as MasterControl’s (which is
available on the cloud), according to Santos-
• Once they make quality documentation, people start to
learn that the tools are in place to ensure consistency, effi-
cacy, and efficiency in their business.
• Having validation behind auditors once changes are made.
Complete process control for every aspect of your
For immediate access to our
product resource files, visit
The Model 987 is part of our full
line of compact, sliding stem, g
style control valves engineered
the pharmaceutical industry.
The Ranger QCT features
Quick Change Trim that
allows the use of several
ainers and inserts
to vary orifice size and help
The Model 1088 is a perfect blanketing
or for small batch tanks with
The Model SCV-S &
SCV- 30 are constructed
for clean steam & process
fluids respectively. Now
with the compact C- 27,
these models are perfect
for OEM skid installations.