Kaizen Event Team Report

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Kaizen Event Team Report

• Friday, July 11, 2003

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Nine-Step Kaizen Process

• Introduction
• Current Situation
• Analysis
• Implementation
• Results
• Standardization
• Homework
• Recommendations
• Thank You

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1. Introduction

• Project Scope
• Team Members
• Objectives
• Challenges

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2. Current Situation
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3. AnalysisAction Items - Priorities
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Action Items Priority 1
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Action Items Priority 1
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Action Items Priority 1
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Action Items Priority 1
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Action Items Priority 2
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Action Items Priority 3
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Action Items Priority 3
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Action Items Priority 3
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Action Items Priority 3
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Action Items Priority 3
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Action Items Priority 3
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Action Items Priority 3
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Action Items Priority 3
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Action Items Priority 4
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4. Implementation

• Identify and train personnel to assist with
  enrollment process.
• Change Application and Admission Process.
• Establish third floor reception area.
• Create and Implement Enrollment Center.
• Redesign Orientation.
• Implement Testing on Demand.
• Improve signage and other visuals.

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5. Results

• Use the Kaizen 9 step process to be implemented
  campus wide
• Reduce time between students first contact with
  college and enrollment.
• Greater flexibility for student to pull through
  system based on individual need
• Student will have flexibility through all entry
  points In Person/Mail/On-Line/Phone
• One stop concept/No Wrong Door Standardized
  Intake Process from a campus employees
• Currently process can take 4-8 weeks. Future
  vision includes student will be able to complete
  process in 1-2 days. Student will have the
  flexibility of how to complete ie In
  Person/Mail/On-Line/Phone
• Pull vs Push
• Signage that is welcoming, consistent and clear
• Blast out the tired high school look in the
  Main Building and Student Center
• Provide a self service area (one-stop) for
  students conducting business in the Main Building
• New process will allow current staff to spend
  energy consistently looking at future
  improvements and vision
• Standardized information flow will decrease
  student frustration and decrease staff time
  currently used to solve crisis oriented issues.
  Staff will be able to meet the needs of more
  students.
• Students will have access to the experts on
  campus they individually need.
• Proximity will help staff problem solve issues
  more effectively
• Training campus wide will give students more
  consistent message reducing waste
• Staff will have greater job satisfaction and feel
  more empowered
• Change from batching process that serves and
  internal GRCC process to an standardized process
  that is initiated by the student
• Institutionalizing CQI process expands the role
  of QLT to champion the implementation of
  continuous improvement.

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6. Standardization

• Under the proposed process, students will be
  given consistent information and staff will
  follow the same procedures. This will result in
  increased efficiency for the institution
  (eliminates waste in the value stream), while
  improving customer service.

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7. Homework
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8. Recommendations

• 30 day team to deal with the Auto attendant
  standardization of all offices on campus.
  Information, Admissions, Registrar, Cashier,
  Financial Aid, Counseling, Academic Support,
  Disability Services, Assessment, Career Resource
  offices.
• Use the Kaizen 9 step process to be implemented
  campus wide.
• Establish customer service standards campus wide.
• Implement the 5S (visual control, organization of
  work space area) process.
• Conduct mini Kaizen Event on addressing the the
  room scheduling problem.
• Form cross campus team to implement PS EVENTS
  within 90 days
• Conduct a mini Kaizen Event around workshops
• Research project on misplaced students.
• Initiate process for standardization of campus
  signage branding. Implement a quarterly audit
  of campus signage. (LET)
• Standardization of materials for the Enrollment
  Center.
• Implement Year Long Enrollment

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9. THANK YOU
The Street to Seat Kaizen team would like to
thank all the people who helped make this project
a success.
Becky Yoder Bob Schultz Staff Howard
Shanken Art Johnson Stewart Krulikoski Frita
Thayer Deb Dewent Jody Graves Ardreen
Adair Nathan Hermans Marianne Pierson Eric
Kunnen Eric Mullen Jeff Hartman Bob
Engmark Bob Eluskie Denyse Bening Jill
Nutt Paul Phifer Don Boyer Velvie
Green Denise Smith Michelle Burns Danelle
Herrygers College Leadership Council Juan
Olivarez