Kaizen Event Report Out Pine County LEAN Initiative

Sewer Permitting Process

2/11-2/13

Kaizen Team

Team members Left to Right:

Robby Fischer, Matt Ludwig, Kelly Schroeder, Lisa McCorison, Deb Gray, Ed Melzark, Jaci Orr, Matt Christenson , David Minke (Not pictured)

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Project Goal

1. Increase customer satisfaction of the sewer permitting process by designing a standardized sewer permitting procedure.

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Scope – When customer inquires as to replacement of a sewer.

In scope:

• Location movement, purchase equipment

• Must be high impact and low cost

Out of scope:

• No new software

• No additional staff

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Current State Map

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Observations of Current State

1. Process has a lot of wait time that we have no control over (Customer/Contractor-driven).

2. There were separate ways to complete tasks

3. Differing interpretations of MN Rules for inspection requirements.

4. Batching was occurring.

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Future State Map

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Current State

Future State

Quick Wins (Just do it!)

# Task Owner Timeline

1 Streamline scanning process Lisa Immediate

2 Admin Assistant Work Area Matt 1-2 weeks

3 Bob Shared File Change Lisa immediate

4 Job Aid Prep Kelly immediate

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Formal Process Changes

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# Recommendation Owner Timeline

1 Standardize permit issuing process Ed immediate

2 Standardize in-ground inspection process Robby immediate

3 Update forms/application Kelly 1-2 weeks

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Process Change Prioritization

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Benefits of Future State

1. Reduced total process time from 2560 hours to 2336 hours, 224 hours in savings. Bulk of wait is customer/contractor driven, 2080 hours is automatically in process time due to 1 year permit window.

2. The outcome of standardizing processes is that customers and contractors will know what to expect from process and it will increase clarity for both.

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Parking Lot

1. I-pads for field visits.

2. Cooperation with public/customer questions

3. Lisa’s time split

4. On-going file maintenance

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Lessons Learned

• Communication is key!

• Beneficial to have a third party involved that has no prior knowledge of the process.

• Sometimes it takes time to save time.

• Will have 30, 60 and 90 day check-ins to discover more from the process (re-send contractor survey)

• Not necessarily wrong or right way for tasks to be completed but they should be standardized within the office.

• Tell me more.

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