Find out how LA County streamlined IT tickets by eliminating unnecessary signatures and process steps. Watch this 30 minute project presentation webinar to learn how Abigail Calderon and Jennifer Storm are helping to transform the Registrar Recorder/ County Clerk. Find more Lean Six Sigma Success Stories at goleansixsigma.com/success. Happy Improving!

1. 2/22/17
Reducing Lead Time for
Completing Technical Service
Requests at LA County
A Lean Six Sigma Success Story
Presented by:
Abigail Calderon & Jennifer Storm
Los Angeles County
Registrar-
Recorder/County Clerk

2. Abigail Calderon
• Registrar Recorder/County Clerk Administration
• Finance & Management Division
• Administrative Service Manager 1 & LSS Consultant
About Our Presenters
Jennifer Storm
• Registrar Recorder/County Clerk Administration
• Finance & Management Division
• Administrative Service Manager 1 & LSS Facilitator
2

3. Lean Six Sigma Green Belt
Dual-Bureau Presentation
Project Certification
Los Angeles County
Registrar-Recorder/County Clerk
Technical Service Request IT Purchase/
Budget Control Project
***Special thanks to: Jeramy Gray, Rita Figueroa, Andrea Little, Ann Smith,
Alexander Ogunji, Fulbright Chan, Abigail Calderon, Brandy Corona and David Palafox***
(Jennifer Storm, Margaret Palacios and Justin Ogunji)
Administration Bureau Information Technology Bureau

4. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Team
Work
Administration
Bureau
Information Technology Bureau

5. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
History

6. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
IT Purchases
Swim Lane Map
Current Process
Admin
(Budget)
Information
Technology
Customer Create TSR
Identify
Coding/Review
for Errors
Issue Project ID
Section Head Signature
DM Signature
ARR
Review/Signature
Errors?
Correct & Return to Budget
Executive
Office
Submit to Chief
Deputy
Final Approval
RQN
Prepared
Admin
(Mgmt)
Budget
Officer
Approval
ADM Signature
DM Signature
ARR Signature
ARR Signature
CustomerManagers
YES
NO

7. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Problem (Defect)
Numerous Handoffs: 10 Signatures
Average Processing Time: 43 Days

8. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Impact
TSR Average Wait Time for Signatures = 42 Days
TSR Approx Work Time = 3 Hours 45 Minutes

9. SOLUTION
Modified TSR for Non-IT Bureau Purchase Requests
Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project

10. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Benefit
IT Bureau Requests
10 Paper Signatures à 0 Signatures
14-15 Steps à 2 Steps
Non-IT Bureau Requests
10 Paper Signatures à 2-5 Signatures
14-15 Steps à 5-8 Steps

11. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Benefit
0 Days
IT Bureau 43 Days

12. Non-IT Bureau 43 Days
8 Days
Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Benefit

13. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
IT Purchases
Swim Lane Map
Modified TSR Process
Information
Technology
Customer
Create
TSR
Issue Project
ID
IT Bureau
Request?
RQN
Prepared
YES
NO
Section Head Signature
ADM Signature
DM Signature
ARR Signature
Request
Over $5,000?
YES NO
Request
Over $10,000?
NOYES
Request
Over
$25,000?
Chief Deputy
Signature
NOYES

14. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Comparison
Old TSR New TSR

15. Lean Six Sigma Green Belt Dual-Bureau Presentation | TSR Project
Future LSS Project
Procurement Process Review

16. Q & A
16

17. Getting Started
17
Check out more success stories from Go-Getters just
like you at GoLeanSixSigma.com/success

18. Thank you for joining us!
18
More Questions?
Ask us at contact@goleansixsigma.com!
Click here to download
free tools, templates, infographics and more!