Chris Franco shares how he and his team at King County (State of Washington) improved a process by reducing its cycle time from 22 hours (9 steps) to just 8 hours (4 steps) by conducting a process walk. Find more Lean Six Sigma Success Stories at goleansixsigma.com/success. Happy Improving!

1. King County Walks The Talk
A Lean Six Sigma Success Story
Presented by Chris Franco
Project/Program Manager at King County (State of Washington)

2. • Chris Franco
• Project/Program Manager
• King County – Finance &
Business Operations
• LinkedIn
• Fun Fact: Chris is an ex Army
Ranger that has visited Australia
yet never landed in the country
(conducted an airborne
operation into Australia)
About Our Presenter

3. Our Lean Journey:
Process Walks
Presented by: Chris Franco
Finance & Business Operations

4. Today’s Presentation
Process Walk4
Results5
The Future6
Background1
Green Belt Project2
Business Case3
4

5. Background
5
King County, WA has embarked on its Lean journey with the
goal of becoming “the best run government” in the nation.
• Finance and Business Operations Division
• Working with Integris to create a cohort of Green Belts
• Green Belt projects: core processes
• Taught the value of process walks

6. Selecting a Process to Walk
6
Problem
• Find a process that has
historically created “pain” for
customers and employees.
• Something we have the ability
to amend.
• Creates significant issues if
done incorrectly or late.
• Is taxing or time consuming
for the organization to
conduct.
Impact
Special District Fund Request Process

7. Green Belt Project Barriers
7
Skepticism/resistance1
Variation in Lean progress2
Limited knowledge3
New to process walks4

8. Gathering the Data
8
I began gathering data on some of our core finance processes and
found the following:
• Significant variation in fulfilling customer requests
• Process silos
• Little/no shared understanding of end-to-end processes
• No targets for fulfillment of customer requests

9. Special District Data
9
0
5
10
15
20
25
30
35
5 10 15 20 25 30 35 40 45 50 55 60 More
Fund Requests
Business Days
Special District Fund Requests July ‘15 thru May ‘16
(Business Days)
Mean = 35
Median = 8
Mode = 3
Range = 1 - 306
≤ 3 BD Target

10. Coordinating the Process Walk
10
Identify Process Owners , Stakeholders, &
Process Flow1
Generate a SIPOC and Project Charter to
assist.
Often the project’s sponsor and/or key stakeholders; ensure
everyone can attend the process walk.
Ensure everyone involved is aware of the upcoming process
walk and that their participation is key to reducing pain and
improving the process.
2
3
Acquire Management Support
Communicate with Owners & Stakeholders
Determine Date/Time for Process Walk4
Talk with process owners to see how long they require to
talk through their part of the process.
Create and publish a timeline so everyone involved can
devote themselves to participating and contributing to the
shared experience.
Set the ground rules, language, and structure of the process
walk. Give examples of interview forms and questions.
5
6
Publish the Timeline
Conduct Process Walk Orientation

11. Our Timeline
11
Day 1: Orientation
2 Hours to Discuss:
• What a process walk is
• How the process walk will be conducted
• Common language and tools used during
process walk
• Customer feedback
• Open discussion
7 Hours to Conduct:
• 3 x interviews (30 mins each)
• Interview Debrief (45 mins)
• Lunch (1 hour)
• 3 x interviews (20 minutes each)
• Interview Debrief & Process Mapping (2
hours)
Day 2: Process Walk

12. The Shared Experience
12
Everyone has a voice and
learns together
Key items to capture:
• AHAs/Observations
• Questions
• Quick hits/countermeasures

13. The Process Walk
13
Before
Works w/
Fund
Accountan
t
Completes
Request
Form
Supervisor
Review
Investmen
t Review
Systems
Review
Enter into
Oracle
EBS
Enter into
Oracle
EBS
Reports
Fund
Opened:
Notify
Add
Investmen
t Info
After
Completes
Request
Form
Enter into
Oracle
EBS
Enter into
Oracle
EBS
Reports
Fund
Opened:
Notify
Work Time: 128 Mins/2 Hours
Cycle Time: 1,320 Mins/22 Hours
9.6% was actual work time
(under ideal conditions)
Work Time: 90 Mins/1.5 Hours
Cycle Time: 480 Mins/8 Hours
Next: 2 Steps and achieve 120
Mins/same day turn-around

14. Key Takeaways
14
Shared understanding of the
process and pain points1
Shape future process(es) with
the customer in mind2
Better able to identify waste
in other processes3

15. Our Results Since July ‘16
15
0 requests over target time
Saved $1,800: $150 per special district request
Conducted two more process walks
Scheduling process walks once a month

16. The Journey Continues…

17. Just-In-Time Podcast
Check out more success stories from Go Getters just like you at
GoLeanSixSigma.com/success.

18. Q&A

19. Thank you for joining us!
More Questions?
Ask us at contact@goleansixsigma.com!
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