process automation & standard operating procedures
TRANSCRIPT
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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