process automation & standard operating procedures

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With the Software (Long Term)Web forms to be usedCase file on the CMSRecording of phone calls and

meeting minutes done on the CMS Case status tracked on the CMS

Without Software (Short Term)PDF fillable forms Paper based case fileManual recording of phone calls

and meeting minutesPaper based case status tracking

Conduct a feasibility study on case management software (CMS) best suitable for the union

Create high-automation standard operating procedures (SOPs) that: Streamline Grievance and CCR intake process Incorporate the use of a case management

software after software purchase Produce a tracking and scheduling tool for education

session carried out by the union’s education staff

NSNU services 6900 members by: Resolving Grievances Resolving Workload Issues (CCRs) Providing Education and Training

Service processing is currently carried out manually and employs paper based forms. This leads to: Inconsistency in information intake process Unreliable case tracking and transfer methods

PROCESS AUTOMATION &STANDARD OPERATING PROCEDURES

Ahmed Rayyan | Amer Hussein | Arsalan Ali | Sudarsan Adhikari

Client: The Nova Scotia Nurses’ Union

PROBLEM BACKGROUND

SUMMARY

Department of Industrial Engineering

OBJECTIVES DELIVERABLES

Standard Operating Procedure for Grievances/ CCRsTracking Tool for the Union’s Training CoursesModified Forms: PDF Fillable Forms for Grievances/CCRs Grievance Case Status Form

Creation of New Forms: Phone Call FormMeeting Minutes Template

60%

20% 20%

Perc

ent

of

Pro

ble

ms

Problems Identified

SOPs Forms Tools

TRACKING TOOLMETHODOLOGY

RESULTS

•Based on Interviews

•46 Collective AgreementsProcess Mapping

•87% Manual Data Recording

• Inefficient Form IntakeRoot Cause Analysis

•50% Non-Value Added Steps

•Over ProcessingWaste Identification

•Single Point of Entry

•Dedicated Form Intake CenterBenchmarking (Other Unions)

•Market Research for CMS

•Selected Software Based on graded criteriaSoftware Feasibility

Study

+

Member

Local Executive

LRA

Collect Information

Create Folder LRR

Assign LRR

LRA

Submit Form

1 2 3 4

After

LRR

LRAMember

Fax/Email

Case Folder

Printing Form

Receptionist

LRR

Forward

Forward Email

Member

Contact Member

Handover Folder

Create Folder

Collect Information

Print Out

1 2

3 4

5

6

7

BeforeAcronyms/Definitions LRA – Labour

Relations Assistant LRR – Labour

Relations Representative

Local Executive –Union Representative at the Local Level

Member – Registered Nurse, Licensed Practical Nurse or Nurse Practitioner