Continuous Improvement (Lean in an Hour) - Technology ‐ Continuous Improvement (Lean in an Hour) CSU AOA Conference Presentation Eric Olsen 13Jan14 01

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  • Information Technology Continuous Improvement

    (Lean in an Hour) CSU AOA Conference Presentation

    Eric Olsen

    13Jan14

    01

  • What is Lean?

    Maintaining or increasing value

    while reducing waste by

    involving associates in problem solving.

    Eric Olsen Cal Poly 4 - 2

  • Maintaining or increasing value

    Eric Olsen Cal Poly 4- 3

    VALUE

    Time

    Quality

    Cost

    Through the Eyes of the Customer

  • reducing waste

    Eric Olsen Cal Poly 4- 4

    Eric Olsen Cal Poly Industrial Technology

    2

    Flow Charting For Value

    The Any Process Lead Time Model

  • Examples of Office Process Waste

    Too many signature levels

    Unclear job descriptions

    Obsolete databases/files/folders

    Purchase orders not matching quotation

    Errors typos, misspelling, wrong data

    Waiting for information, at meetings, etc.

    Poor office layout

    Unnecessary E-mails

    Eric Olsen Cal Poly 4- 5

    - Lean Office Series: Lean office Value Streams (Factory Strategies Group LLC, 2009)

  • involving associates in problem solving

    Standard Work and Kaizen

    Eric Olsen Cal Poly 6

    Impro

    vem

    ent

    Time

    Cowboy Kaizen

    K

    K

    K

    SW

    SW

    SW

  • The ITS Connection

    Use Kaizen Events to clean up and simplify the work flow BEFORE you automate.

    Advantages

    Less to automate

    Better understanding of customer value

    Better understanding of the process

    Better communication between process partners.

    Ultimately less work, faster response, better quality.

    Eric Olsen Cal Poly 7

  • What is a Kaizen Event?

    Select a process to be improved.

    Get a sponsor.

    Gather a cross-functional/cross-level team of people involved in the process.

    Meet for a specified, short period of time.

    Learn, see, understand, plan, and act TOGETHER.

    Present results and plans to upper management.

    Celebrate!

    Eric Olsen Cal Poly 8

  • What does a Kaizen Event look like?

    Eric Olsen Cal Poly 9 http://erico.phanfare.com/5946850

    Define the VALUE!

    http://erico.phanfare.com/5946850http://erico.phanfare.com/5946850

  • What does a Kaizen Event look like?

    Eric Olsen Cal Poly 10 http://erico.phanfare.com/5946850

    Analyze the current PROCESS!

    http://erico.phanfare.com/5946850http://erico.phanfare.com/5946850

  • What does a Kaizen Event look like?

    Eric Olsen Cal Poly 11 http://erico.phanfare.com/5946850

    Understand TOGETHER!

    http://erico.phanfare.com/5946850http://erico.phanfare.com/5946850

  • What does a Kaizen Event look like?

    Eric Olsen Cal Poly 12 http://erico.phanfare.com/5946850

    Plan

    TOGETHER!

    http://erico.phanfare.com/5946850http://erico.phanfare.com/5946850

  • Practical Problem Solving

    Eric Olsen Cal Poly 13

  • Cal Poly Kaizen History

    17 Incident Response Process - 2014

    16 Authentication Request Process

    - 2013

    15 Employee Intake Process - 2013

    14 Helical Sale to Order Process

    - 2013

    13 SLO County GSA Customer

    Service Process - 2013

    12 SLO County Facility Services

    Maintenance Work Order

    Process - 2012

    11 SLO County Parks & Recreation

    Reservation Process - 2011

    10 2nd Floor Admin Layout - 2011

    9 Lecturer and TA Appointment

    Process - 2011

    8 Course Approval Process - 2011

    7 HR Staffing Process - 2011

    6 Voler Pack and Ship Process - 2010

    5 Commencement Budgeting

    Process -2010

    4 Course Substitution Process - 2010

    3 Academic Program Review Process

    - 2010

    2 Cash Gift Process - 2009

    1 Grant Contracting Process - 2009

    Eric Olsen Cal Poly 14

  • Building an electronic

    approval form

    Cal Poly State University

    By Darren Kraken Application Integration Supervisor

    An adventure in going paperless for

    temporary faculty appointments

    [Note: One of three presentations

    taken from Lean Information

    Technology Lean Leadership Forum

    Dec13]

  • Background:

    Temporary faculty contracts are

    renewed each quarter

    80-85% of all academic

    appointments (300+/term)

    Goal: To improve the process by which the university hires temporary faculty and teaching associates.

  • Once there was paper . . .

    AP101 HR Form E

    Payroll Hiree Provost Academic Personnel Dean

    Dept

    Coordinator

    Dept Chair

    College Analyst

    Offer Letter

  • o Academic Personnel

    o Payroll

    o College/Department Users

    o Information Services

    o Human Resources

    o Lean Business Process

    Consultant Eric Olsen

    18

    Kaizen

    December 12, 2013 Lean Information Technology

  • o 58 steps

    o 62 days to process hire

    o Players

    Hiring Department

    College / Dean

    Academic Personnel

    Provost

    19

    Process defined

    December 12, 2013 Lean Information Technology

  • 14 verification steps out of the 58

    Sneakernet used to route forms

    Departments overwhelmed with

    paperwork

    Rework required due to data entry

    errors

    Many electronic systems didnt talk

    20

    Issues

    December 12, 2013 Lean Information Technology

  • Background:

    Temporary faculty contracts are

    renewed each quarter

    80-85% of all academic

    appointments (300+/term)

    Process Improvement

    eAP101 eliminates

    paper!

    Eliminate unneeded validation

    steps

    Consistent process across

    campus

    Standardized Offer Letters

  • ITS, Academic Personnel, HR,

    Payroll, College Analysts

    Gather requirements

    2% problem

    Phased approach

    Standardize offer letter

    Time to build an electronic workflow . . .

    All we need is a few signatures, right?

  • Additional workflow API for group

    routing and security

    Creation of 130+ new groups

    eAP101 portlet

    Generating tiff files of completed

    eAP101 and offer letter

    Importing tiff files into payrolls

    ImageNow system

    23

    Implementation

    December 12, 2013 Lean Information Technology

  • Transparent electronic routing and

    signatures

    No more manually copying data

    Users are notified if contract data

    changes during routing

    Reduces need to batch appointments

    Reduced errors by 35%

    Return rate now < 2%

    Success!

  • Results

    Average time to process 62 days to 15 days

    90% complete in 20 days

    Fastest = 10.5 hours

    58 steps -> 40 steps

    Offer letter automatically generated Postage cost eliminated

  • Continuous Improvement

    Periodically meet with stakeholders

    to discuss future improvements

    Dashboard to be developed for better

    metrics

    Process and technical improvements

    addressed periodically

    4-5 enhancements per quarter

    15 mods YTD

  • Recommendations for Success

    1. Develop and operational strategy around whats most important.

    2. Get leadership buy-in [but dont wait].

    3. Use kaizen events to cleanup and tee-up processes for automation.

    4. Automate sparingly.

    5. Learn by doing and repeat.

    6. Celebrate often.

    Eric Olsen Cal Poly 27

  • Eric Olsen Cal Poly 28

    Eric Olsen, PhD Cal Poly - Orfalea College of Business - Industrial Technology

    Bldg: 03 Rm: 435, 1 Grand Ave, San Luis Obispo, CA 93407-0383

    office: 805 756-1754 cell: 805 602-0228 e-mail: eolsen@calpoly.edu

    webpage: www.cob.calpoly.edu/faculty/eric-olsen/

    Central Coast Lean - www.cob.calpoly.edu/centralcoastlean/

    Building a local community of lean practice across business, education, nonprofits, and government.

    mailto:eolsen@calpoly.edumailto:eolsen@calpoly.eduhttp://www.cob.calpoly.edu/faculty/eric-olsen/http://www.cob.calpoly.edu/faculty/eric-olsen/http://www.cob.calpoly.edu/faculty/eric-olsen/http://www.cob.calpoly.edu/faculty/eric-olsen/http://www.cob.calpoly.edu/centralcoastlean/http://www.cob.calpoly.edu/centralcoastlean/

  • Eric Olsen Cal Poly 29

    ALeanerFutureApplyandexpandleaninyourorganization

    http://www.cob.calpoly.edu/centralcoastlean/summit/

    Thursday, February 20, for Pre-Summit Workshop and/or

    Friday, February 21 for the Summit At Cal Poly

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