kaizen event report out - minnesota county lean · pdf filekaizen team team members left to...

Kaizen Event Report Out Pine County LEAN Initiative

Sewer Permitting Process

2/11-2/13

Kaizen Team

Team members Left to Right:

Robby Fischer, Matt Ludwig, Kelly Schroeder, Lisa McCorison, Deb Gray, Ed Melzark, Jaci Orr, Matt Christenson , David Minke (Not pictured)

Project Goal

1. Increase customer satisfaction of the sewer permitting process by designing a standardized sewer permitting procedure.

Scope – When customer inquires as to replacement of a sewer.

In scope:

• Location movement, purchase equipment

• Must be high impact and low cost

Out of scope:

• No new software

• No additional staff

Current State Map

Observations of Current State

1. Process has a lot of wait time that we have no control over (Customer/Contractor-driven).

2. There were separate ways to complete tasks

3. Differing interpretations of MN Rules for inspection requirements.

4. Batching was occurring.

Future State Map

Current State

Future State

Quick Wins (Just do it!)

# Task Owner Timeline

1 Streamline scanning process Lisa Immediate

2 Admin Assistant Work Area Matt 1-2 weeks

3 Bob Shared File Change Lisa immediate

4 Job Aid Prep Kelly immediate

5

6

Formal Process Changes

# Recommendation Owner Timeline

1 Standardize permit issuing process Ed immediate

2 Standardize in-ground inspection process Robby immediate

3 Update forms/application Kelly 1-2 weeks

4

5

6

Process Change Prioritization

Benefits of Future State

1. Reduced total process time from 2560 hours to 2336 hours, 224 hours in savings. Bulk of wait is customer/contractor driven, 2080 hours is automatically in process time due to 1 year permit window.

2. The outcome of standardizing processes is that customers and contractors will know what to expect from process and it will increase clarity for both.

Parking Lot

1. I-pads for field visits.

2. Cooperation with public/customer questions

3. Lisa’s time split

4. On-going file maintenance

Lessons Learned

• Communication is key!

• Beneficial to have a third party involved that has no prior knowledge of the process.

• Sometimes it takes time to save time.

• Will have 30, 60 and 90 day check-ins to discover more from the process (re-send contractor survey)

• Not necessarily wrong or right way for tasks to be completed but they should be standardized within the office.

• Tell me more.

kaizen event report out - minnesota county lean · pdf filekaizen team team members left to...

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