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

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