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Process improvement workshop overview v. 2013
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Process improvement workshop overview v. 2013

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Process Improvement Workshop overview

Process Improvement Workshop overview

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  • 1. Current State Process Review Sales Process Set up Process Billing Process Capture contract Capture contract Capture contract Validate sales account details on finale sign off from Validate sales account details on finale sign off from Validate sales account details on finale sign off from New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement rep. agreement rep. agreement rep. No No No A A A Is all Is all Is all Is MAS Set-up creates Is MAS Set-up creates Is MAS Set-up creates Validate cover information Set-up sends Validate cover information Set-up sends Validate cover information Set-up sends Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify sheet for available to coversheet to OPS sheet for available to coversheet to OPS sheet for available to coversheet to OPS MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops completeness set-up for routing completeness set-up for routing completeness set-up for routing validated Routing set-up validated Routing set-up validated Routing set-up account account account A B C A B C A B C No No No Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to Ops divides billed All information is set-up case toOperations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End home count and available for Ops validate end of home count and available for Ops validate end of home count and available for Ops validate end of routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service adds to routes process adds to routes process adds to routes process (Service) Ops personnel (Service) Ops personnel (Service) Ops personnel Based on process Based on process Based on process Ops makes Ops makes Ops makes adjustments or C adjustments or C adjustments or C Contacts set-up Contacts set-up Contacts set-up 1
  • 2. Top 5 Areas of Opportunity (AOO) & AffinityAnalysis 3 Districts All Districts 2 District 7 Drivers 20+ Drivers 3 Sales Reps Commercial Customers Damage to Enclosures Roll off Customers 2
  • 3. Current State with Top 5 Overlaid Sales Process Set up Process Billing Process Capture contract Capture contract Capture contract Validate sales account details on finale sign off from Validate sales account details on finale sign off from Validate sales account details on finale sign off from New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement rep. agreement rep. agreement rep. No No No A A A Is all Is all Is all Is MAS Set-up creates Is MAS Set-up creates Is MAS Set-up creates Validate cover information Set-up sends Validate cover information Set-up sends Validate cover information Set-up sends Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify sheet for available to coversheet to OPS sheet for available to coversheet to OPS sheet for available to coversheet to OPS MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops completeness set-up for routing completeness set-up for routing completeness set-up for routing validated Routing set-up validated Routing set-up validated Routing set-up account account account A B C A B C A B C No No No Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to Ops divides billed All information is set-up case toOperations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End home count and available for Ops validate end of home count and available for Ops validate end of home count and available for Ops validate end of routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service adds to routes process adds to routes process adds to routes process (Service) Ops personnel (Service) Ops personnel (Service) Ops personnel Based on process Based on process Based on process Ops makes Ops makes Ops makes adjustments or C adjustments or C adjustments or C Contacts set-up Contacts set-up Contacts set-up 3
  • 4. Possible Process Changes based on Top 5 Sales Process Set up Process Billing Process Capture contract Capture contract Capture contract Validate sales account details on finale sign off from Validate sales account details on finale sign off from Validate sales account details on finale sign off from New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement rep. agreement rep. agreement rep. No No No A A A Is all Is all Is all Is MAS Set-up creates Is MAS Set-up creates Is MAS Set-up creates Validate cover information Set-up sends Validate cover information Set-up sends Validate cover information Set-up sends Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify sheet for available to coversheet to OPS sheet for available to coversheet to OPS sheet for available to coversheet to OPS MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops completeness set-up for routing completeness set-up for routing completeness set-up for routing validated Routing set-up validated Routing set-up validated Routing set-up account account account A B C A B C A B C No No No Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to Ops divides billed All information is set-up case toOperations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End home count and available for Ops validate end of home count and available for Ops validate end of home count and available for Ops validate end of routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service adds to routes process adds to routes process adds to routes process (Service) Ops personnel (Service) Ops personnel (Service) Ops personnel Based on process Based on process Based on process Ops makes Ops makes Ops makes adjustments or C adjustments or C adjustments or C Contacts set-up Contacts set-up Contacts set-up 4
  • 5. Obstacles / Issues / Problems (Root CauseAnalysis) Obstacle Counter Measure Sales Process Capture contract Validate sales account details on finale sign off from New contract / Review cover Is cover sheet Start Process contract / set-up cover sheet appropriate sales agreement signed sheet for accuracy complete ? agreement rep. No A Is all Is MAS Set-up creates Validate cover information Set-up sends Set up account in Review MAS set -up case to identify sheet for available to coversheet to OPS MAS set-up (Billing) complete and and track Ops completeness set-up for routing validated Routing set-up account A B C No Routing Routing set-up is Operations closes Ops divides billed All information is set-up case toOperations creates information is set- reviewed by Ops End home count and available for Ops validate end of routes in MAS up in MAS specialist or other to service adds to routes process (Service) Ops personnel Based on process Ops makes adjustments or C Contacts set-up 5
  • 6. Brainstorm Solutions Obstacle Counter Measure Sales Process Capture contract Validate sales account details on finale sign off from New contract / Review cover Is cover sheet Start Process contract / set-up cover sheet appropriate sales agreement signed sheet for accuracy complete ? agreement rep. No A Is all Is MAS Set-up creates Validate cover information Set-up sends Set up account in Review MAS set -up case to identify sheet for available to coversheet to OPS MAS set-up (Billing) complete and and track Ops completeness set-up for routing validated Routing set-up account A B C No Routing Routing set-up is Operations closes Ops divides billed All information is set-up case toOperations creates information is set- reviewed by Ops End home count and available for Ops validate end of routes in MAS up in MAS specialist or other to service adds to routes process (Service) Ops personnel Based on process Ops makes adjustments or C Contacts set-up 6
  • 7. Prioritize with Effort /Impact Graph Counter Measure Gems Strategic Impact Just Do it Kill Effort 7
  • 8. Prioritize with Effort /Impact Graph Counter Measure Gems Strategic Impact Just Do it Kill Effort 8
  • 9. Action Planning and Assignment Gems Strategic Impact Just Do it Kill Effort Solution Owner Due Date Strategic #1 John Smith mm/dd/yy Gems # 1 Bill Chase mm/dd/yy 9