Cape Cod Child Development is a trailblazer in applying Lean Six Sigma to the nonprofit world. Watch this 30 minute success story webinar to learn how Jennelle Klun is helping to increase enrollment in the critical Head Start Program.

1. Increasing Preschool Enrollment
From 75% to 85%
Presented by Jennelle Klun
Assistant Director of Enrollment
Cape Cod Child Development

2. About Our Presenter
• Assistant Director of
Enrollment
• Cape Cod Child Development
Jennelle Klun

3. Executive Summary
Business Case
Root Cause Analysis
What are the critical findings/root causes that were discovered?
Solutions Implemented
Executive Summary
Project Results
In September 2016 our preschool enrollment was down 25%, and thus we run
the risk of losing both our federal and state funding, as well revenue for the
agency.
What are the measureable process improvements/wins?
1. More families are applying to our program 2. Our enrollment increased
from 75% in September 2016 to 84% in September 2017.
1. Families were not aware of our agency/services 2. Medical and dental
requirement was holding back enrollees from beginning in the program. 3.
Families are over income for the program.
Graphical Display of Improvement
List key solutions that were implemented to address root causes
1. The policy was changed around the collection of medical and dental
information by enrollment department prior to child dstarting in classroom. 2.
Outreach and recruitment increased with many more people assiting in the
effort.
0.7
0.72
0.74
0.76
0.78
0.8
0.82
0.84
0.86
Enrollment Improvement
September2016
September2017

4. Define Phase

5. Phase Planned Actual
Define: 24-Apr
Measure: 15-May
Analyze: 12-Jun
Improve: 1-Jul
Control: 21-Aug
Process Start: Position Person
Process End: Team Lead Jennelle
Klun
60%
In: Sponsor Anne Colwell 5%
Catherine Cameron 10%
Out: Team Member Marie
Fletcher
10%
Team Member Kate
Sundquist
10%
Project Charter
Project Name:
Problem Statement Business Case & Benefits
In September 2016 our enrollment was only at 75% , and because of this
we are in jeopardy of losing our state, and federal grants, as well as revenue
for the agency.
This project is a priority, so that we don’t lose our EEC or Head Start contracts. It will help
increase revenue for our agency, and ensure we keep our current slots.
Process Steps, division of caseload between
staff,application process, and waitlists
IT, and Policy changes
Goal Statement Timeline
The goal is to increase our Setember enrollment from 75% to 80% in
September 2017.
Scope Team Members
Time Commitment
Application Reviewed
Child Enrolled or Waitlisted
Project Charter

6. Customer Comment
(What Are They Saying?)
Gathering More Understanding
(Why Are They Saying it?)
Customer Requirement
(What Do They Want?)
I want to start in child care tomorrow. They need to start work.
To not wait for a homevisit, and start
immediately.
Keep files in compliance with EEC and
Head Start.
Requirments need to be met. Accurate info kept in files
Voice of the Customer Translation Matrix
Why are there so many forms to complete?
There are multiple forms to sign at
enrollment.
Less forms, less requirements to meet at
enrollment.
Why do I need to be on a waiting list? They need care ASAP To be enrolled immediately.
Take Away: Families need their children to begin in our classrooms right away.
Voice of the Customer

7. S I P O C
Suppliers Inputs Process Outputs Customers
Parents/Caregivers
Applications for
Preschool
Enrolled children Parents/Caregivers
Denied children
Wailisted children
SIPOC:
Application is
reviewed
Decision made
If eligible then
enrolled
If no openings
then waitlisted
Customer Requirements
80% Enrollment
SIPOC

8. Initial Application P rocess
NO
YE S
KLUN_swimlane_4/1 8/1 7
Family
Kate
Catherine
Health Dept.
Family arrives
Decision
Health
Department
WaitlistApplication
Process
Take Away: Application is held until all medical information is received.
Swimlane Map

9. Measure Phase

10. Take Away: We measured four reasons we thought might be the cause of low
enrollment.
Measure
Data
Type
Operational Definition
Stratification
Factors
Sampling Notes Who and How
Enrollment
Process Time
continuous
the number of days it that it takes to receive
all required docs from initial application being
received to the time documents reach
excel sheet Catherine
% enrolled discreet #/Applicants enrolled/377 Catherine
% with docs discreet
# of applications that come in complete with
physical, immunizations, dental record, and
proof of income/total number of applications
received
June 2017 to July 2017 Jennelle
# of ineligible discreet
# of applications over the Federal Poverty
guideline
reason for
ineligibility
Income proofs/excel sheet Jennelle
Data Collection Plan
Data Collection Plan

11. Take Away: Enrollment was down by 25% in September 2016, and by May 2017 it
was down by 39%.
Median: 0.75
61%
63%
65%
67%
69%
71%
73%
75%
9/1/16
10/1/16
11/1/16
12/1/16
1/1/17
2/1/17
3/1/17
4/1/17
5/1/17
6/1/17
7/1/17
8/1/17
RunChart:%
Baseline Data - % Enrollment

12. Analyze Phase

13. Legal status creates fear
Fishbone Diagram
Systems
Losts of
databases to
w orkin
convaluted WL
for EEC
no transporation to
sites
Process
Lots of steps
too many w aysto
accept
Forms
complicated forms
incomplete
applications/
missing info
Families not
applying
not bringing
documentation
Language
lots of paperwork
to bring
over income
not qualifying/not
w orking
bad reputation in
sone areas
Special Ed
cannot enroll
due to IEP
People Policies Place
< 100%
Enrollment
Take Away: Incomplete applications and required forms seem to be the main
issues that we have control over changing.
Fishbone Diagram

14. Hypothesis # Possible Root Cause (x) Root Cause Hypothesis Result
1 Families are Over Income The MA minimum wage places families over the income guidelines.
TRUE-
Interviews
2 Famlies Legal Status Families are afraid to apply due to their status or lack their of
TRUE-
Interviews
3
Amount of Documentation
requires
EEC and Head Start mandate too much paperwork and documentation
TRUE-data
collection
4
Families don’t receive the
waitlist letters
They have moved and didn’t report their change of address
TRUE-data
collection
Root Cause Hypothesis
Take Away: Families that are applying are over income, and have difficulty
obtaining required paperwork.
Root Cause Hypothesis

15. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0
20
40
60
80
100
120
140 DateReceivedHealthInfo
DateReceivedPhotoIDfor1orBothParents
DateReceivedProofofServiceNeed
DatePassedtoHealthDepartment
DateReceivedAddressVerification
DateReceivedBirthCertificateforallChildren
DateReceivedPaystubs(ProofofIncome)
DateReceived1st&LastWeekofPayment
Average#ofdays
Document Received
Take Away: Waiting for health documents was the leading reason for delayed
enrollment.
Pareto Chart of Time It Took to Complete
Enrollment Process

16. Improve Phase

17. Objective:
Sponsor:
Stakeholder:
Hard Easy
Obtaining complete/qualified applications
Allowing enrollment in classroom without medical info
Lose federal funding due to low enrollment
Add enrollment application to
website, and allow to be
completed online
Low Impact
Enrollment increases
Impact Effort Matrix
To increase enrollment in the Head Start program
Anne
Enrollment Staff
High Impact
Obtaining applications
Take Away: Adding an online enrollment application would be beneficial.
Impact Effort Matrix of Solutions

18. 25-Sep (Rev.):
Process Step/Input
Potential Failure
Mode
Potential Failure
Effects
Potential Causes Current Controls
Action
Recommended
Resp. Actions Taken
Enrollment to pass
apps w/o medicals
Children with med
issues could start
w/o plans in
place
Child could be
injured or become
ill
Medical issues are
not detected at
home visit
Medical concerns
will be discussed at
initial home visit
0
Train staff on new
procedure/remind
them to alert Health
Dept.
Becki 25-Sep
0
0 0
0 0
0 0
0 0
0 0
DETECTION(1-10)
RPN
What is the process
step or feature under
investigation?
In w hat w ays could
the step or feature
go w rong?
What is the impact on
the customer if this
failure is not
prevented or
corrected?
What causes the step or
feature to go w rong?
(how could it occur?)
What controls exist that
either prevent or detect
the failure?
What are the
recommended actions for
reducing the occurrence
of the cause or improving
detection?
Who is responsible for
making sure the actions
are completed?
What actions w ere
completed (and w hen)
w ith respect to the RPN?SEVERITY(1-10)
OCCURRENCE(1-10)
DETECTION(1-10)
RPN
SEVERITY(1-10)
OCCURRENCE(1-10)
Responsible: Enrollment Team/Health Department FMEA Date (Orig.):
FMEA Form
Process/Product Name: Enrollment without medical info Prepared By: Enrollment Team
Take Away: Implementing new procedure will allow children to enroll sooner, and will
assure we are aware of medical concerns.
Risk Management Plan

19. P res chool E nrollment
No
Yes
KLUN_swimlane_4/1 8/1 7
F amily
E nrollme nt
S taff
E nrollme nt
C ouns e lor
Health
Dept.
Family arrives
Decision
Health Department
WaitlistApplication Process
Take Away: Applications are now passed to teachers for enrollment without medical
information.
Medical info
is now
collected by
the Health
Department!
Swimlane Map

20. Before After
Take Away: Once we implemented the change enrollment increased dramatically!
Run Chart of “After” % Enrolled

21. Take Away: Implementing new procedure will allow children to enroll sooner, and
will assure we are aware of medical concerns.
Improved Enrollment

22. Control Phase

23. Name of the Measure
Input,
Process or
Output?
What is the
Target?
Method of Data
Capture
Checking
Frequency
Person
Responsible
Upper/Lower
Trigger Measure
Who Will
Respond?
Reaction Plan
Number of children
enrolled
O 320 Reports
Tuesdays
and
Thursdays
Jennelle 300 Jennelle
Meet with Enrollment team to brainstorm reasons for
decrease in enrollment
Monitoring Plan Response Plan
Monitoring & Response Plan

24. Benefits
u Enrollment increased in September by nearly 10% over last
year!
u Opportunity to improve the preschool enrollment process!
u I am now able to take new skills and improve future
processes!
Lessons Learned
u Communication is key!
u Collecting data is worth while!
u Learning a new way of looking at processing will be very
helpful in the future!
Project Benefits and Lessons
Learned

25. Questions?

26. Getting Started
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