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PEX Week: iDatix Workshop Part 3
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Session 3 of 3
Workforce Centric Analytics What do they teach us?
Real-time Process visibility and workforce optimization examples
Session 3 Objectives
Establishing a Culture For Continuous Improvement● Communicate the Vision● Molding the Message From Management
Leveraging the Power of Real-Time Metrics● Counts and Backlogs
Understanding Throughput● Bottlenecks
Identifying the weak points of the process● Cycle Time
A Global or Granular View● Decision Frequency Matrix
Learning Workforce Behavior
Qualitative Analysis● Going Beyond the Metrics● Process Observation
Establishing A Culture
Establish a method for feedback● Ensure that everyone has a voice● A structured method for gathering feedback reduces
hallway discussions ● Both negative and positive feedback should be accounted
for● Instil a sense of ownership to the end user by evaluating
feedback and providing a response
Strong communication by leadership● The message comes from the top● Management has to support the change effort● Request the end users vision to validate alignment with
management
Empower the end user with metrics● Provide the end user with personal and team stats to
validate their role in the company’s success● Implement a reward system based on measured efficiency
gains
Real-Time Metrics: Counts and Backlog Trends Observation:
● Common Throughput Metrics Show Us
Work Entering, Work In Progress, Work Completed
● Monitoring trends allows you to determine efficiency gains
Continuous Improvement:● Identify which timespans are
have the greatest backlogs● These metrics help recognize
outside contributors to inefficiencies
Real-Time Metrics: Bottlenecks
Observation:● Quickly reveal the tasks that are
causing delays● Bottlenecks identify weak points in the
process due to: Lack of resources Low performers Difficult tasks
20 / 1
Continuous Improvement:● Investigate why bottlenecks are occurring● Add resources to difficult tasks● Divide and conquer
Split complex tasks into multiple sub-tasks● Replace resources that are not
performing
Brewmaster Approval: 20/1
Real-Time Metrics: Cycle Time
Observation:● Cycle time reveals segments of the
process that are causing delays● Determine which individual tasks take
the most amount of time● Monitor the average time to complete
the process Find fluctuations across timespans
Continuous Improvement:● Shift less experienced resources to
easy/transactional tasks● Investigate why certain process
segments are causing delays● Adjust resources during timespans when
average completion times are increased
Real-Time Metrics: Decision Frequency Matrix Continuous Improvement:
● Metrics should be used to drive training ● Streamline the process by sourcing new
vendors that are not causing denials● The metrics can be used to verify if
denials have been reduced over time
Observation:● Review how often a user makes one
decision over another in the process● By adding other variables you can identify
how often invoices are denied by vendor● Monitor actions over time to locate trends
Qualitative Analysis
Going beyond the metrics● Requires observation● Everyone develops their own system and routine● Develop a procedure to gather feedback
Avoiding bypass techniques● Workers will inevitably find ways to work around a process if it makes their
work easier● Instil ownership to overcome the resistance for change● Determine if controls need to be implemented to avoid bypass techniques
Process inflexibility● Is the process design too rigid to allow for exceptions?● Re-evaluate if the exception has become the rule
Workshop Wrap Up
Case Study: ClosetMaid● How we eliminated routine decisions to dramatically improve response times
Session 1: Pitfalls of Analysis● Identified Pitfalls:
Client Self Diagnosis Focusing on Exceptions Not Getting all Perspectives
● Uncovering corrective actions to avoid common pitfalls of analysis
Session 2: Common Design Pitfalls● Design Pitfalls:
Over Engineering Creating Non-Actionable or Vague Queues Under Validation Replicating Paper Processes into Software
● Deploying design pitfall resolutions
Session 3: Continuous Improvement● Establishing a culture for continuous improvement● How metrics can provide visibility and insight● Going beyond the metrics
Question & AnswerYou have a question, we have an answer
Thank you!
Feedback form is an entry into the Smart Watch Raffle - Come see us at Booth 33!