step: (interruptions) promotes interruptions by supervisor provide intake event certificate and Movement funeral directors part of process; move death processing (office clerk to location away from organization) receiving window (Summary of potential means to achieve goal) Issue Improvement Expected Results Incoming defects IF…we redesign the request form, THEN…incoming defect rates will provide clarity and feedback to drop and interruptions to the the Funeral directors as to death clerk and will be reduced. frequently missed or corrected items AND we standardize our acceptance criteria for review of data… Consistency of process IF… we redesign our process to THEN…labor required to process utilize the supervisor for intake, will be reduced and the standardize and clarify roles and consistency of the process output responsibilities and have the will be improved death clerk only receive “help” when it is requested… Travel motion IF… we move offices and THEN…travel for performing equipment to match the work process steps, interruptions from process... other team members and labor required will be reduced Redundant operations IF…we introduce scanning THEN…redundant logs and hardware, software and a process processes can be eliminated and for its use during initial receipt of labor reduced without sacrificing documents… traceability Getting customers correctly IF…we redesign the phone THEN…customers will get their routed for answers messaging prompts and redesign information faster with less the routing/rollover system so transfers and there will be less that it is shorter, clearer to interruptions to non-involved team customers and provides needed members information… _ TRY _ (How will you test the potential solutions?) Update the project schedule For trial and learning) Tests How When Who Successful if… Future state work Take sample request form and March 28 Susan and Process successfully process run though data and run through new Team achieves final deliverable; process by role and using job no more than 3 required aids changes identified Phone tree (message) Have 3 customers (birth and March 28 B. James, H. All customers respond death) listen to new Gary favorably on 5 point scale messaging, and attempt to that improvement over access needed information prior messaging made.
step: certificate processing (interruptions) and Movement (office organization) promotes interruptions by funeral directors supervisor provide intake part of process; move death clerk to location away from receiving window event (Summary of potential means to achieve goal) Issue Improvement Expected Results Incoming defects IF…we redesign the request form, provide clarity and feedback to the Funeral directors as to frequently missed or corrected items AND we standardize our acceptance criteria for review of data… THEN…incoming defect rates will drop and interruptions to the death clerk and will be reduced. Consistency of process IF… we redesign our process to utilize the supervisor for intake, standardize and clarify roles and responsibilities and have the death clerk only receive “help” when it is requested… THEN…labor required to process will be reduced and the consistency of the process output will be improved Travel motion IF… we move offices and equipment to match the work process... THEN…travel for performing process steps, interruptions from other team members and labor required will be reduced Redundant operations IF…we introduce scanning hardware, software and a process for its use during initial receipt of documents… THEN…redundant logs and processes can be eliminated and labor reduced without sacrificing traceability Getting customers correctly routed for answers IF…we redesign the phone messaging prompts and redesign the routing/rollover system so that it is shorter, clearer to customers and provides needed information… THEN…customers will get their information faster with less transfers and there will be less interruptions to non-involved team members _ TRY _ (How will you test the potential solutions?) Update the project schedule For trial and learning) Tests How When Who Successful if… Future state work process run though Take sample request form and data and run through new process by role and using job aids March 28 Susan and Team Process successfully achieves final deliverable; no more than 3 required changes identified Phone tree (message) Have 3 customers (birth and death) listen to new messaging, and attempt to access needed information March 28 B. James, H. Gary All customers respond favorably on 5 point scale that improvement over prior messaging made.
Project%20Team%20PrISM_Dekalb%20Death%20Certificate.docx