通过重要的指标缩短周期时间并转变思维方式.pdf

1、Shrinking Cycle Times&Shifting Mindsets Through Metrics That MatterPresented by Kyle Boisjoli&Isis Lopez01 Challenges to Solve 02 Creating Measures03 AQI Activity04 Setting Monthly Meetings05 Results 06 Q&ASession OverviewWhat is a What is a Site Plan?Site Plan?Context:Context:1-Docs SubmittedCustom

2、er submits documents for formal review.2-Initial CheckIntake manager assigns app to intake analyst.What is a Site Plan Review?What is a Site Plan Review?Context:Context:3-DistributionIntake analyst distributes app to 30 specialties for formal review.6-NotificationCase manager notifies customer of fo

3、rmal review status.7-Additional DocsCustomer provides additional documents to case manager.4-Initial Review30 managers/supervisors assign to 30 reviewers.5 -Update Review30 reviewers update forma review status in database.Likely iterative 1-5xChallenges Challenges to Solveto Solve Low customer satis

4、faction Lengthy processing times(12-18 months)Difficult process Turnaround times slipping 01Additional BarriersAdditional Barriers Historical performance Perceived roles&responsibilities Mindsets Risk aversionWhat types of resistance What types of resistance have you encountered?have you encountered

5、?SHARE YOUR EXPERIENCE Creating Creating MeasuresMeasuresThe Project:The Project:Inventory of Existing Measures Total number of reviews(count)On-Time Reviews(percentage)Vacation,Easement Release,License Agreement On Time(percentage)Board of Adjustments Agenda Reviewed On Time(percentage)Comments Sub

6、mitted by Due Date(percentage)Existing Measures Performance Metrics were ad-hoc Decentralized and Inconsistent Departments focused on their own contribution“%on time”as dominant measurePercent OnPercent On-Time:Time:Individual ReviewsIndividual ReviewsPercent OnPercent On-Time:Time:Individual Indivi