Process Waste: Stopping Incoming Phone tree and website Policy statements Within kaizen step: (interruptions not effective in providing event Certificate due to phone information to customers due to processing calls to death length, accuracy and clarity of clerk) key information. Routing of calls not consistent with organization policy, not designed to reduce interruptions to death clerk. Organization policies do not exist to establish service level agreement, priority setting, and process coverage. Process Waste(s): Not step: needed. verify/edit State standard not clear as to Review state policy; Within kaizen Birth data requirement for verification and Standardized work event verification, leads to inconsistency and confusion in application Waste: Things Standardized work; visual Gone Wrong, job aids for Dekalb and Movement. No inspection standards for Funeral Directors; redesign Within kaizen content of individual data fields process to require correct event Verification of exist; organization policy for and complete data as part of individual data whether DeKalb or Funeral receipt fields director is responsible does not exist Process Waste: Not step: needed certificate Stop manual log; Process Within kaizen processing Redundant Multiple logs believed required to redesign, standardized work event tracking logs ensure traceability; work process and use of document not standardized nor examined scanning system to for how reliable traceability is electronically track achieved Process redesign, standardized work; visual DeKalb process job aids steps: Verification and Team member roles and inspection (final responsibilities not manager clear/established as to who does inspection) what, the individual’s accountability for self-inspection; work process not evaluated for how defects can be eliminated without inspection Process Waste: Stopping Lack of role clarity, no process Process redesign so death Within kaizen step: (interruptions; for identifying overloads(help) clerk initiates request for event certificate team members and addressing help; standardized work; processing at death clerks visual job aids desk) Process Waste: Stopping Death clerk physical location Redesign process to have Within kaizen
Process step: Certificate processing Waste: Stopping (interruptions due to phone calls to death clerk) Incoming Phone tree and website not effective in providing information to customers due to length, accuracy and clarity of key information. Routing of calls not consistent with organization policy, not designed to reduce interruptions to death clerk. Organization policies do not exist to establish service level agreement, priority setting, and process coverage. Policy statements Within kaizen event Process step: verify/edit Waste(s): Not needed. Birth data verification, Waste: Things Gone Wrong, Movement. Verification of individual data fields State standard not clear as to requirement for verification and leads to inconsistency and confusion in application No inspection standards for content of individual data fields exist; organization policy for whether DeKalb or Funeral director is responsible does not exist Review state policy; Standardized work Standardized work; visual job aids for Dekalb and Funeral Directors; redesign process to require correct and complete data as part of receipt Within kaizen event Within kaizen event Process step: certificate processing Waste: Not needed Redundant tracking logs DeKalb process steps: Verification and inspection (final manager inspection) Multiple logs believed required to ensure traceability; work process not standardized nor examined for how reliable traceability is achieved Team member roles and responsibilities not clear/established as to who does what, the individual’s accountability for self-inspection; work process not evaluated for how defects can be eliminated without inspection Stop manual log; Process redesign, standardized work and use of document scanning system to electronically track Process redesign, standardized work; visual job aids Within kaizen event Process step: certificate processing Waste: Stopping (interruptions; team members at death clerks desk) Lack of role clarity, no process for identifying overloads(help) and addressing Process redesign so death clerk initiates request for help; standardized work; visual job aids Within kaizen event Process Waste: Stopping Death clerk physical location Redesign process to have Within kaizen
Project%20Team%20PrISM_Dekalb%20Death%20Certificate.docx