Cape Cod Child Development has brought Lean Six Sigma to the non-profit world. Watch this 30 minute success story webinar to learn how Nancy Sorbo knocks rework out of the Provider Payment Process.

1. Reducing Provider
Payment Process Rework
From 25% to 5%
Presented by Nancy Sorbo
Director of Enrollment and Family Child Care
Cape Cod Child Development

2. About Our Presenter
• Director of Enrollment and
Family Child Care
• Cape Cod Child Development
Nancy Sorbo

3. Greenbelt Storyboard
Provider Payment Process
Nancy Sorbo

4. Project Charter
Project Name: Provider Payment Process
Phase Planned Actual
Define: 17-Apr 23-May
Measure: 15-Jun 30-Jun
Analyze: 1-Aug 15-Sep
Improve: 20-Sep 1-Oct
Control: 15-Oct 30-Oct
Process Start: Position Person
Process End: Team Lead Nancy
In: Sponsor Sonia
Team Member : Dee
Out: Team Member Gabby
Team Member
Project Name: Improve Provider Payment Process
Problem Statement Business Case & Benefits
The current lead time to provide provider payment vouchers averages 9
hours.The process is cumbersome, produces errors regularly and
requires multiple reviews and handoffs.
Providers will experience fewer errors in payment process increasing
satisfaction. Reduction in lead time frees staff for other important job
functions.
Turn vouchers into paychecks
Process steps, procedure changes, Excel spreadsheet,
pink paper
Format for sending attendance
Goal Statement Timeline
The goal is to decrease the amount of rework of attendance from 25% to
5% by November 1.
Scope Team Members
Collect and review attendance Time Commitment

5. “As Is” Swimlane Map
Provider Voucher Payment Process
Providers
Family
Visitor
FCC
Director
Finance
Admin
CEO
Email
Attendance
emails to
providers
to review
Make
corrections
per provider
Print
108
Forms
Enters into
excel Form
Prints
Attendance
Sheets
Attach
Attendance
Sheets
Hand to
Child Care
Director
Hand off
to
Finance
Clerk
Review
and
sign
Print 3
paper
checks
Ask
CEO to
sign
printingtakestime
- rework
printingchecks
wastespaper
Upload
to the
bank
CEO
to
sign
Waste of CEO
Time
Take Away: Prep of attendance sheets leads to a lot of wasted motion and
rework.

6. Baseline Data –
Run Chart of Rework Per Pay Period
Take Away: Each payroll period had a minimum of 5 providers attendance errors
that required rework which caused delays within the payment process.

7. Fishbone Diagram
Provider
Emails difficult to
read
Provider difficult
to reach
Phone tag
Data
Difficult to gather
Data incorrect
Children's names
wrong
System/Apps
Requires multiple
reviews
Time consuming
Too many people
involved
Manual process
Too many steps
Produces errors
Time Process
Too much
rework on
attendance
sheets
Take Away: Prep of attendance sheets leads to a lot of wasted motion and
rework.

8. Pareto Chart -Types of Rework
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0
2
4
6
8
10
12
PrintTooLarge
MissingEOM
MissingAttendence
Column2
Column 1
Take Away: The biggest source of the rework was the format of print image was
too large. Only part of the attendance sheet was visible causing rework.

9. Solution Selection Matrix
Project Goal
Enter Goal Statement below:
(As stated on Project Charter)
Very Low
(less good)
Moderate
Very High
(best)
1 2 3 4 5
Potential Solution
(Provide Brief Description)
Potential to
Meet Goal
Positive
Customer
Impact
Cost to
Implement
(1 = $$$
& 5 = $)
Stakeholder
Buy-in
Time to
Implement
(1 = Long
5 = Quick)
Weighted Criteria 10 9 8 7 5
2 Monitors 3 3 4 3 1 115 Yes
Group distribution email 5 4 5 4 5 179 Yes
Require electronic funds to avoid check printing 4 4 5 3 3 152 Yes
Eliminate use of pink paper and reduce printing
overall
5 1 5 4 5 152 Yes
Educating providers about how to format
arttendance image submitted
5 4 5 4 3 169 Yes
Total
Score
Implement?
Yes/No
Please rank each solution for each criteria
by using the 1-5 Scale as indicated below
Take Away: Creating a group distribution email along with teaching instruction to
providers about using correct format were no cost positive solutions.

10. Swimlane Map - Improved Process
Improved Provider Voucher Payment Process
P roviders
Family
Visitor
FCC
Director
Finance
Admin
CE O
6
6
6
6
6
Removedneed
for108 pagesof
printing
checks
removed
6
CEO
time
Take Away: Four steps of the payment process were removed entirely. Paper
use is significantly reduced and the need for paper checks was eliminated!

11. Verification of Improvement
Take Away: Data supports group email and addition of second monitor were
effective solutions to reducing rework.

12. Benefits and Lessons Learned
Benefits
• Simplification of our attendance submission requirements for providers has
reduced the occurrence of errors and need for rework.
• Identified cost savings related to significant reduction in paper use.
Eliminated the need to print paper checks entirely.
• Provider payment cycle time is more efficient containing fewer hand offs
and rework.
Lessons Learned
• The payment process was long overdue for revision and had been
functioning poorly for many years.
• Some times there are unexpected factors (image size) at work in a process
that are critical to improving a process. Time dedicated to data collection is
well worth the investment.

13. Questions?

14. Getting Started
Check out more success stories from Go-Getters just
like you at GoLeanSixSigma.com/Success

15. Thank You for Joining Us!
More questions? Ask us at
contact@goleansixsigma.com
Click here to download free tools,
templates, infographics and more!
@GoLeanSixSigma/company/GoLeanSixSigma-com /GoLeanSixSigma