3. Make certain the system programmer was there when needed.
4. Pull at least 20 minutes of "internal time," out of the change over
5. Have some type of tracking and recognition system for how fast
setups were happening
Analyze Phase Example - Billing Department Customer Service
The Billing Dispute team members were feeling a little anxious. They had
finished their measurement work early on the secon day, but they really
did not know where the improvement opportunities were to accomplish
their goals. Kim, the team leader, told the team to just stay with the
process and see where it took them.
They did a diagram of how long the disputes stayed in the department.
The diagram looked like this:
Figure 9-25 Days to Process Mail
Almost all mail sat for ten days before it even started to be processed. It
then went to a temporary storage area in the Customer Service
Representative's (CSR) room, and was finally given to a CSR to work.
They would open a customer file for every mail item. When the CSRs
worked the files, sometimes they would have to call and talk with the cus-
tomer and also talk with the credit card parent organization to get copies
of the transaction slips or other proof of