Process Improvement
Pictured:
Top - Child Support team conducts process activity in Carrollton.
Bottom - Taxpayer Services team draws a value stream map.
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Overview of Rapid Process Improvement (RPI)
Rapid Process Improvement (RPI) is a methodology for improving organizational processes by using the concepts and practices of Lean management. The Governor’s Office of Customer Service has developed a project-based program that enables organizations to jump-start their improvement efforts. Our goal to enable agencies to advance and sustain RPI throughout their organization by focusing on customer service delivery processes and, more specifically, those processes driven by customer need.
We apply a five-phase approach; beginning with start-up, followed by assessment, then moving into improvements and implementation, and ultimately sustaining the results throughout the organization. Doing so allows organizations to maximize workflow and develop a culture of continuous improvement.
The customer’s perspective is the lens through which RPI evaluates processes and distinguishes between value-added and non-value-added activities. Value-added activities are those actions, tasks or activities that meet the customers’ requirements. Non-value-added activities are those actions, tasks or activities that do not meet customer needs. The elimination or reduction of the non-value-added activities is the emphasis of RPI.
- Empowers employees through employee-led teams
- Creates process ownership and buy-in for frontline employees in solving and implementing organizational change
- Aligns leadership team between strategic goals and tactical processes
- Provides a foundation for becoming a more customer-focused agency
- Helps agencies learn to use problem-solving methods based on factual data and meaningful measures
- Creates value for customers through continuous improvement
- Increases customer satisfaction
In support of our goal, the Governor’s Office of Customer Service strives is to imbed RPI knowledge and skills within organizations in order to create a culture of continuous improvement. Duration of the project from start to finish is a minimum of nine months. Start-up and Assessment phases are completed within the first two months. Improvement and Implementation phases are conducted during a six month period; approximately one RPI Event is conducted per month to allow for follow-up and information absorption into the agency. The final month is focused on results, reinforcement and project close-out.
The first improvement changes and results occur with the first RPI Event. Therefore, the sooner a project team is able to initiate the improvement phase, the sooner it will experience the planned improvements.
Participating Organizations:
- Engage in five (5) Rapid Process Improvement (RPI) Events
- Each “Event” is approximately 30 days in duration – this may vary depending upon complexity. An “Event” includes a one week (Monday through Friday) improvement blitz, plus a 30-day follow-up period to pilot improvements.
- Provide two (2) individuals dedicated full time to the project as RPI Champions
- Share costs with OCS for Georgia Tech consultants and RPI Champions training
- Provide leadership support through active engagement and involvement during all project phases
- Provide SMEs from the front line and management staff to participate in the RPI Events
- Incorporate continuous improvement into its culture and way of doing business
The Governor’s Office of Customer Service:
- Provides project definition, direction and management
- Trains two (2) Rapid Process Improvement Champions in the tools and methodology of RPI
- Works with agency specific RPI Champions to imbed the RPI methodology within the organization
- Provides project milestones, time lines and timely updates to agency leadership
Five-Phase Approach
1. Startup
- Initial pilot planning meeting
- Identify Subject Matter Experts (SMEs) to work with OCS on the project
- Conduct informational interviews to identify issues and opportunities for improvement
- Create a Memorandum of Understanding between the Agency and OCS
2. Assessment
- Collect data (Volume, Key Performance Indicators, Voice of the Customer)
- Review current process and physical layout through on-site observations
- Conduct RPI (Lean) training for leadership team
- Create Value Stream Process Map for areas of improvement
3. Improvement
- RPI Events 1 – 5
- Pilot Event results and improvements.
- Create a statewide implementation plan for improvement(s) and future state map
4. Implementation
- Rollout process improvements throughout agency
- Create or update policies and procedures and conduct training
- Execute
5. Sustain Results