4. PROBLEM DESCRIPTION
❖ Customers are not satisfied by CAF services because of the time spent in every Application
Process.
❖ Long lines for security check and overflowing of customers which leads to increase the
waiting time.
❖ From the office perspective this delay is leading to more crowded lines, more confusion and
less customer satisfaction.
“More time is spent in CAF process than expected by customers”
4
6. PROJECT SCOPE
Prefecture Process
Time Limit
Cost barrier
CROUS Process
CAF Process
IN & Outs of Scope:
CAF center “Welcome
Desk, Federal University
Toulouse “
Location
At the afternoon
(13.30 : 16.30) from
monday to friday
Time
6 weeks
Project Duration
Project objective:
Decrease the process time in CAF office by 20%
6
7. Stakeholders Matrix
Management plan:
● At the end of each week team need to report to the CAF office about the Project
status.
● Communication with student and CAF employes to gain information about project
work.
● Team members should work with only the existing resources.
Stakeholder matrix
Stakeholders:
● Customers- students,international students, CAF office employees, project team,
Universities, House Owners,
Communication plan:
● Communication between team members: team meeting (3-4 times a week)+
Daily sharing of info by through google drive.
● Communication between customers and Project team: Interviews,
Experience of classmates.
● Communication between Project team and CAF office: F2F meeting + mail.
● Communication between P team and instructor: During F2F sessions + email
after completion of every project phase.
7
8. SUPPLIER INPUT CUSTOMER
PROCESS OUTPUT
BANK
HOUSE
AGENCIES/
LANDLORD
UNIVERSITIES/
SCHOOL
STUDENTS
DOC / INFO
(PERSONAL INFO
SOCIAL
SECURITY)
HELP DESK
SECURITY
WAITING
CAF
INFORMATION
CAF
CONFORMATIO
N
APPLICATION
APPROVAL /
REJECTION
INCOMPLETE
DOCUMENTS
STUDENTS
ONLINE APPLICATION
DOC SUBMISSION
SERVICE DESK
SIPOC
8
9. Voice of customer Customer Expectations
Critical to Satisfaction
(Measure)
Weight
(High/Low/Medium)
Less confusion Detect easily the stations in
CAF office
By using confusion matrix. High
Less time in waiting area Reduce waiting time Measure the time (min, sec) High
Require English speaking
staff
Improving staff proficiency Certify staff Medium
People coming to submit
documments
Quick submission Standard process
Medium
VOICE OF CUSTOMER
9
10. Customer Expectations
1) Basic Expectations: Less time than actual process,
Proper layout in the CAF office, Proper information in all
services.
1) Satisfiers: Reducing the waiting time by 20%.
1) Delighters: There should be no waiting line in CAF office.
Kano: Customer Needs
10
11. RISK ANALYSIS
RISKS
1. Changes of CAF office layout.
2. 2 Weeks data may not be enough to get a good
sample(exact results).
3. Strikes which will not enable us to implement Lean
management.
4. Approval from Central office of CAF may be required for
any changes since it’s a public operator.
RISK MITIGATION PLANS
1. Communicating Layout changes will be Communicated/Approved
by CAF way before we proceed on the project changes.
2. Need to work with additional days to counter.
3. Each team member should be instructed clearly to stick to the rules.
4. Need to re-plan.
11
13. Data collecting ▪ 2 weeks - Monday to Friday in afternoon
(13:30 - 16:30).
▪ Each day measurements will be taken for
10 persons at least.
▪ Each member in team should record
timing for 1 day per week.
▪ Measurement for all the process is taken
as step by step with help of stop watch.
Data Collection
Data collecting steps • Collecting time from arrival to end all the
(added value activities) from Security tell
stuff meeting.
• Collect data between the moving from
point A to B (necessary activity ).
• Collecting data from waiting area (Non
added value activity)to respected work
desks.
- Meeting CAF staff
- Computer access
- Submission documents
13
16. Hypotheses: At Least a CAF service desk must be included
Simplified Process Flow
16
17. Average Daily Process Timing
Security Check = 0.35 Min Necessary activity
Help Desk = 1.11 Min
Move time= 0.15 Min
Waiting Area = 18.10 Min
Caf Service = 04.40 Min
Necessary activity
Necessary activity
Non Value-added activity
Value added activity
17
18. Actual Scenarios Timings
Security+Help+Waiting+CAF Service 00:24:35
Security+Help+Waiting+CAF Service+Deposit of doc 00:21:57
Security+Help+ Waiting+CAF Service+Online file creation 00:23:36
Security+Help+Waiting+CAF Service+Deposit of doc+
Online app
00:30:16
Avg time 00:25:06
Actual Vs Ideal Process
Ideal Scenario Without Waiting Time. Timings
Security+Help+CAF Service 00:06:26
Security+Help+CAF Service+Deposit of doc 00:03:47
Security+Help+CAF Service+Online creation 00:05:26
Security+Help+CAF Service+Deposit of doc+ Online app 00:12:07
Avg ideal scenario 00:06:56
Avg Total time for a process with waiting time
25.06
Min
Avg Ideal Total time for a process
06.56
Min
93% 7%
23.50
Min
18
20. Why process time in CAF office for
students is too time consuming?
Why there is more confusion regarding
various process like (CAF, Prefecture &
CROUS)?
02
03
05
Why these processes are not flexible
and properly sequenced?
Why there are too many people in
waiting area?
Because there is more confusion
regarding various process like (CAF,
Prefecture, CROUS).
Because these processes are not
flexible and properly sequenced.
Because there is no proper process
layout for CAF, Prefecture & CROUS.
Because the waiting area is taking
huge amount of time.
01
02
03
01
05
Why there is no proper process layout for
CAF, Prefecture & CROUS
04
Because there are too many people in
waiting Area which causes problem to
layout.
04
Why there is a longer waiting area time ?
Five Whys
20
21. Ishikawa Diagram
Longer CAF
waiting area
Time
Machine
People
Method
Environment
● No proper
computers &
printer layout.
● Seats are not
arranged in
proper sequence.
● Customers for
different activities
wait in the same
waiting area.
● Slaggy computer
● Printers breakdows
● Slow loading CAF
website
● Crowded area
environment.
● Confusions about
who is next.
● Multiple tasks done
randomly.
Material
Measure
● Letter from CAF
● Incomplete
required
documents
● More number of
people in waiting
area.
21
23. Delay Factors
Delays out of waiting area but affecting
it
⮚ E.P: Document submission
⮚ E.P: Online File Creation
⮚ E.P: Xerox
⮚ N.U.T: Customer Assistant
Staff.
⮚ M: Worker movement to
print copies
⮚ D: Uncompleted Doc.
Delays linked to waiting and CAF
Staff
⮚ M : Non organised waiting area
⮚ M: People Flow.
⮚ M: Process layout
E.P = Extra Processing N.U.T = Non-utilized Talent M =
Motion D = Defects
23
25. MOTION
Problem
• Worker movement to print copies
• Process layout
• Non organized waiting area
Solution
• Placing the printers near service desk
• Redesign the process layout
• Making Sequence of chairs based on FIFO
Impact
• Less worker movement (Approx 15%)
• Reduced process time (Approx 8%)
• Less confusion about who is first / saving time with
comfortable seating
DEFECT
Problem
• Incomplete document
Solution
• Information booklet and removed document submission process.
Impact
• Reduction in waiting time (less than 5% total time)
NON-UTILIZED TALENT
Problem
• Customer assistant staff
.
Solution
• Occupying the 3rd desk for full time
Impact
• Increasing the Service desk productivity by 50% and from service
desk 33% & reduced the time
EXTRA PROCESS
Problem
• Document submission.
• Xerox.
• Online file creation
Solution
• New mailbox
• Information booklet
Impact
• Reduce waiting time
• Elimination from CAF process
• Decrease waiting time
Impact of solutions on the problems
25
26. Modified Layout
Main changes
● Mail Box
● Sign boards
● Computers layout
● Information booklet
● Waiting area chair
sequence
● Additional service desk
● Printers layout
26
27. Optimized Time
Layout change 8% from the
entire process
NON - UTILIZED TALENT : 33 %
from service desk
DEFECT: 5% from total time
MOTION : 15% from the
service desk
EXTRA PROCESS : 8%
6.03 MINUTES
Actual = 23.50 Min
Future projected = 17.47 Min
● Actual Service Desk (33%*4.40) =
1.32 Min
● Actual Service Desk (15%*4.40) =
0.42 Min
● 21% Reduction from waiting time =
18.10 *(21%) =.3.49 Min
Total = 1.32+0.42+3.49 = 6.03
27
29. 29
# Action Items Who When
1 Online Documents CAF 1-Apr
2 Talent utilization CAF 20-Mar
3 Document copies Students Each visit
4 Information Booklet CAF 20-Mar
5 Sign Boards CAF 1-Apr
6 Layout PTeam 1-Apr
Action Plan Pugh Matrix
30. 30
Actor group
Initial
situation
Actions Final situation Positive stakes Negative stake
Students
The students are
passing through
the entire process
to submit the
signed documents.
Installation of new
mailbox at the
entrance.
The students post
the signed
documents in the
new mailbox
No waiting time for
the concerned
students.
Reducing the
waiting time for
the other students
No confirmation of
delivered
documents
CAF office
employees
Movement
between service
desk and printer
Changes in the
layout of the
printers near the
CAF staff.
Easy access to
printers
- No need to walk
(save time)
No need to walk
(save time)
Reduced space
near the service
desk.
Change Management Plan
