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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