Process Improvement Workshop overview

1. Current State Process Review
Sales Process Set up Process Billing Process
Capture contract Capture contract Capture contract
Validate sales account details on finale sign off from Validate sales account details on finale sign off from Validate sales account details on finale sign off from
New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet
Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales
agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ?
agreement rep. agreement rep. agreement rep.
No No No
A A A
Is all Is all Is all
Is MAS Set-up creates Is MAS Set-up creates Is MAS Set-up creates
Validate cover information Set-up sends Validate cover information Set-up sends Validate cover information Set-up sends
Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify
sheet for available to coversheet to OPS sheet for available to coversheet to OPS sheet for available to coversheet to OPS
MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops
completeness set-up for routing completeness set-up for routing completeness set-up for routing
validated Routing set-up validated Routing set-up validated Routing set-up
account account account
A B C A B C A B C
No No No
Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes
Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to
Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End
home count and available for Ops validate end of home count and available for Ops validate end of home count and available for Ops validate end of
routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service
adds to routes process adds to routes process adds to routes process
(Service) Ops personnel (Service) Ops personnel (Service) Ops personnel
Based on process Based on process Based on process
Ops makes Ops makes Ops makes
adjustments or C adjustments or C adjustments or C
Contacts set-up Contacts set-up Contacts set-up
1

2. Top 5 Areas of Opportunity (AOO) & Affinity
Analysis
3 Districts All Districts 2 District
7 Drivers 20+ Drivers 3 Sales Reps
Commercial Customers Damage to Enclosures Roll off Customers
2

3. Current State with Top 5 Overlaid
Sales Process Set up Process Billing Process
Capture contract Capture contract Capture contract
Validate sales account details on finale sign off from Validate sales account details on finale sign off from Validate sales account details on finale sign off from
New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet
Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales
agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ?
agreement rep. agreement rep. agreement rep.
No No No
A A A
Is all Is all Is all
Is MAS Set-up creates Is MAS Set-up creates Is MAS Set-up creates
Validate cover information Set-up sends Validate cover information Set-up sends Validate cover information Set-up sends
Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify
sheet for available to coversheet to OPS sheet for available to coversheet to OPS sheet for available to coversheet to OPS
MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops
completeness set-up for routing completeness set-up for routing completeness set-up for routing
validated Routing set-up validated Routing set-up validated Routing set-up
account account account
A B C A B C A B C
No No No
Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes
Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to
Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End
home count and available for Ops validate end of home count and available for Ops validate end of home count and available for Ops validate end of
routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service
adds to routes process adds to routes process adds to routes process
(Service) Ops personnel (Service) Ops personnel (Service) Ops personnel
Based on process Based on process Based on process
Ops makes Ops makes Ops makes
adjustments or C adjustments or C adjustments or C
Contacts set-up Contacts set-up Contacts set-up
3

4. Possible Process Changes based on Top 5
Sales Process Set up Process Billing Process
Capture contract Capture contract Capture contract
Validate sales account details on finale sign off from Validate sales account details on finale sign off from Validate sales account details on finale sign off from
New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet New contract / Review cover Is cover sheet
Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales Start Process contract / set-up cover sheet appropriate sales
agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ? agreement signed sheet for accuracy complete ?
agreement rep. agreement rep. agreement rep.
No No No
A A A
Is all Is all Is all
Is MAS Set-up creates Is MAS Set-up creates Is MAS Set-up creates
Validate cover information Set-up sends Validate cover information Set-up sends Validate cover information Set-up sends
Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify Set up account in Review MAS set -up case to identify
sheet for available to coversheet to OPS sheet for available to coversheet to OPS sheet for available to coversheet to OPS
MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops MAS set-up (Billing) complete and and track Ops
completeness set-up for routing completeness set-up for routing completeness set-up for routing
validated Routing set-up validated Routing set-up validated Routing set-up
account account account
A B C A B C A B C
No No No
Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes Routing Routing set-up is Operations closes
Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to Ops divides billed All information is set-up case to
Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End Operations creates information is set- reviewed by Ops End
home count and available for Ops validate end of home count and available for Ops validate end of home count and available for Ops validate end of
routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service routes in MAS up in MAS specialist or other to service
adds to routes process adds to routes process adds to routes process
(Service) Ops personnel (Service) Ops personnel (Service) Ops personnel
Based on process Based on process Based on process
Ops makes Ops makes Ops makes
adjustments or C adjustments or C adjustments or C
Contacts set-up Contacts set-up Contacts set-up
4

5. Obstacles / Issues / Problems (Root Cause
Analysis)
Obstacle Counter Measure
Sales Process
Capture contract
Validate sales account details on finale sign off from
New contract / Review cover Is cover sheet
Start Process contract / set-up cover sheet appropriate sales
agreement signed sheet for accuracy complete ?
agreement rep.
No
A
Is all
Is MAS Set-up creates
Validate cover information Set-up sends
Set up account in Review MAS set -up case to identify
sheet for available to coversheet to OPS
MAS set-up (Billing) complete and and track Ops
completeness set-up for routing
validated Routing set-up
account
A B C
No
Routing Routing set-up is Operations closes
Ops divides billed All information is set-up case to
Operations creates information is set- reviewed by Ops End
home count and available for Ops validate end of
routes in MAS up in MAS specialist or other to service
adds to routes process
(Service) Ops personnel
Based on process
Ops makes
adjustments or C
Contacts set-up
5

6. Brainstorm Solutions
Obstacle Counter Measure
Sales Process
Capture contract
Validate sales account details on finale sign off from
New contract / Review cover Is cover sheet
Start Process contract / set-up cover sheet appropriate sales
agreement signed sheet for accuracy complete ?
agreement rep.
No
A
Is all
Is MAS Set-up creates
Validate cover information Set-up sends
Set up account in Review MAS set -up case to identify
sheet for available to coversheet to OPS
MAS set-up (Billing) complete and and track Ops
completeness set-up for routing
validated Routing set-up
account
A B C
No
Routing Routing set-up is Operations closes
Ops divides billed All information is set-up case to
Operations creates information is set- reviewed by Ops End
home count and available for Ops validate end of
routes in MAS up in MAS specialist or other to service
adds to routes process
(Service) Ops personnel
Based on process
Ops makes
adjustments or C
Contacts set-up
6

7. Prioritize with Effort /Impact Graph
Counter Measure
Gems Strategic
Impact
Just Do it Kill
Effort
7

8. Prioritize with Effort /Impact Graph
Counter Measure
Gems Strategic
Impact
Just Do it Kill
Effort
8

9. Action Planning and Assignment
Gems Strategic
Impact
Just Do it Kill
Effort
Solution Owner Due Date
Strategic #1 John Smith mm/dd/yy
Gems # 1 Bill Chase mm/dd/yy
9