Office of Air QualityCompliance and Enforcement

Kaizen Roll-out

February 13, 2009

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Mapping Team

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Team MembersDave Cline

Becky Hayes

Craig Henry

Larry Howard

Janusz Johnson

Roger Letterman

Dan Murray

Phil Perry

Anthony Rench

Rick Reynolds

Goldie Roberts

Felicia Tiritilli-Davis

Vickie Wiley

Justin Barrett, Attorney General’s Office

Cheryl Gonzalez, IDEM Office of Legal Counsel

Paul Dubenetzky, Keramida Environmental

Morgan Jencius, US EPA

Bill McDowell, US EPA

Ann McIver, Citizens Thermal

Tony Sullivan, Barnes and Thornburg

The Kaizen Approach• Strong bias for action• Input from key stakeholders• Expertise from those doing the job• Emphasis on value-adding activities• Risk taking and “just try it” approach• Process review from the customer perspective

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Scope and ObjectivesScope:Review starts with the identification of noncompliance of a source by the Compliance and Enforcement Branch and ends with obtaining a signed Agreed Order

Objectives:Develop an integrated OAQ Compliance and Enforcement Branch noncompliance resolution process

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The Current State

•How do things work?•How is work processed?•How do we work together?•How do our customers interact with us?•How do we know we are doing a good job?•Why?

Compliance and EnforcementProcess Map

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What’s Wrong? A Sampling•Doing things just to meet metrics•Too many levels of approval•Lack of communication regarding expectations•Need earlier involvement of enforcement.•Enforcement action starts with a need for more information (case manager receives referral without all necessary information). •Lack of “up front” guidance.•Sometimes waiting for respondent can add too much time, need more iterative discussions over phone.•Lack of communication.•Miscommunication between source and agency.•Is there an incentive to the source to resolve/want a resolution to an enforcement action? •Lack of support for compliance and enforcement.•Fear of negative reaction from outside the agency.•Procedural changes that occur without communication to staff.

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Designing the Future State

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Future State Process Map

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Process Map Metrics

Metric Current Future

# Steps 193 146

# Handoffs 45 23

# Value-added Steps

9 (4.6%) 9 (6.2%)

Process Time 500 days 345 days

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Tasks Completed / To-Do

Tasks Completed / To-Do

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Value Added - External• Receiving oral report at time of inspection• Receiving the inspection summary• Communicating with agency prior to issuing NOV• Correct compliance information in ECHO• Senior staff review of some enforcement cases• Receiving NOV and PAO• Ability to negotiate PAO with agency• Arriving at signed agreed order

Team Learnings – A Sample• Where do I keep my butter?• Ask what the internal and external customers need – don’t assume• Continuous process – always looking for improvement opportunities• Looking for opportunities to use waiting time for other tasks• Little things add up• Importance of organization at the beginning – having all the tools you

need• What level of security / feeling confident in our product do we need (how

many reviews for QA / QC?)• Look for the root cause – don’t hide the waste• Start with the end in mind

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Questions

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