PEX Week: iDatix Workshop Part 3

1. Session 3 of 3
Workforce Centric Analytics
What do they teach us?
Real-time Process visibility and workforce
optimization examples

2. Session 3 Objectives
 Establishing a Culture For Continuous Improvement
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Communicate the Vision
● Molding the Message From Management
 Leveraging the Power of Real-Time Metrics
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Counts and Backlogs
 Understanding Throughput
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Bottlenecks
 Identifying the weak points of the process
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Cycle Time
 A Global or Granular View
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Decision Frequency Matrix
 Learning Workforce Behavior
 Qualitative Analysis
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Going Beyond the Metrics
● Process Observation

3. Establishing A Culture
 Establish a method for feedback
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Ensure that everyone has a voice
A structured method for gathering feedback reduces
hallway discussions
Both negative and positive feedback should be
accounted for
Instil a sense of ownership to the end user by
evaluating feedback and providing a response
 Strong communication by leadership
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The message comes from the top
Management has to support the change effort
Request the end users vision to validate alignment
with management
 Empower the end user with metrics
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Provide the end user with personal and team stats to
validate their role in the company’s success
Implement a reward system based on measured
efficiency gains

4. Real-Time Metrics: Counts and Backlog Trends
 Observation:
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Common Throughput Metrics
Show Us
 Work Entering, Work In
Progress, Work Completed
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Monitoring trends allows you
to determine efficiency gains
 Continuous Improvement:
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Identify which timespans are
have the greatest backlogs
These metrics help recognize
outside contributors to
inefficiencies

5. Real-Time Metrics: Bottlenecks
 Observation:
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Quickly reveal the tasks that are
causing delays
Bottlenecks identify weak points in the
process due to:
 Lack of resources
 Low performers
 Difficult tasks
 Continuous Improvement:
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Investigate why bottlenecks are occurring
● Add resources to difficult tasks
● Divide and conquer
 Split complex tasks into multiple sub-tasks
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Replace resources that are not
performing
Brewmaster Approval: 20/1
20 / 1

6. Real-Time Metrics: Cycle Time
 Observation:
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Cycle time reveals segments of the
process that are causing delays
Determine which individual tasks
take the most amount of time
Monitor the average time to
complete the process
 Find fluctuations across timespans
 Continuous Improvement:
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Shift less experienced resources to
easy/transactional tasks
Investigate why certain process
segments are causing delays
Adjust resources during timespans
when average completion times are
increased

7. Real-Time Metrics: Decision Frequency Matrix
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Observation:
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Review how often a user makes one
decision over another in the process
● By adding other variables you can
identify how often invoices are denied by
vendor
● Monitor actions over time to locate
trends

Continuous Improvement:
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Metrics should be used to drive
training
● Streamline the process by sourcing
new vendors that are not causing
denials
● The metrics can be used to verify if
denials have been reduced over time

8. Qualitative Analysis
 Going beyond the metrics
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Requires observation
Everyone develops their own system and routine
Develop a procedure to gather feedback
 Avoiding bypass techniques
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Workers will inevitably find ways to work around a process if it makes their
work easier
Instil ownership to overcome the resistance for change
Determine if controls need to be implemented to avoid bypass techniques
 Process inflexibility
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Is the process design too rigid to allow for exceptions?
Re-evaluate if the exception has become the rule

9. Workshop Wrap Up
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Case Study: ClosetMaid
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How we eliminated routine decisions to dramatically improve response times
Session 1: Pitfalls of Analysis
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Identified Pitfalls:
 Client Self Diagnosis
 Focusing on Exceptions
 Not Getting all Perspectives
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Uncovering corrective actions to avoid common pitfalls of analysis
Session 2: Common Design Pitfalls
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Design Pitfalls:
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Over Engineering
Creating Non-Actionable or Vague Queues
Under Validation
Replicating Paper Processes into Software
Deploying design pitfall resolutions
Session 3: Continuous Improvement
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Establishing a culture for continuous improvement
How metrics can provide visibility and insight
Going beyond the metrics

10. Question & Answer
You have a question, we have an answer

11. Thank you!
Feedback form is an entry into the Smart Watch Raffle - Come see us at Booth 33!