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Launch the Phase II Effort
- Communicate the Phase II launch
- Assemble and prep client teams
- Begin "Immediate Action" improvements
- Rank improvements using prioritization matrix
- Complete "Future State" process design
- Compile Process Improvement Records [PIRs]
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Document Performance
- Document "baseline" operating performance
- Refine and quantify project progress milestones
- Develop/expand key operating measures
- Metrics definition
- Data sources
- Collection tasks
- Reporting frequency
- Begin weekly metrics reviews with management
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Quantify Capacity
- Document and categorize: work activities, work products
- Conduct "Day in the Life of..." observations
- Establish time and capacity standards: activities; volumes
- Build workload forecast, capacity model and staffing plans
- Develop staffing plan based on: time periods, work volumes, variances
- Connect: capacity plan, performance measures, management operating report
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Service Customers
- Validate perceptions of customer priorities
- Purchase related
- Service related
- Detail the links between customer priorities and operations
- Reduce "over-service" on low priorities
- Increase service and effectiveness on top priorities
- Connect metrics to management operating report
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Track Benefits
- Document "hard dollar" benefits with Process Improvement Records (PIRs)
- Compare productivity/unit cost improvement to baseline performance
- Forecast and record all staffing changes
- Attrition
- Overtime
- Temporaries
- Long term leave
- Separations
- Finalize weekly savings and achievement report
- Executive Management Report
- Operating Budget Changes
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