Reduce Cycle Time for Student Employment Paperwork … Support/Career... · Human Resources Payroll...

Project Sponsored by…Career Services

Human Resources Payroll

Reduce Cycle Time for Student Employment Paperwork Packets

BackgroundThree different departments, Career Services, Human Resources and Payroll are involved in processing an average of 542 new employment packets annually for students hired to work part-time jobs for West Texas A&M University (WTAMU).

Students employed to work for WTAMU are required by federal law, Texas A&M University System (TAMUS) and WTAMU policy to complete the employment packet. The packet includes several critical forms such as the I-9, a selective service requirement for men, the W-4, and a notice of required TAMUS training.

The contents of the packet are processed to validate its accuracy, the students eligibility to work in the USA, and to enter the employee into electronic systems for payroll, time tracking, training, and various other HR functions. Students are not to begin work until the hiring department is officially notified by HR upon finalizing all processes.

Project GoalDecrease the cycle time from an average of 7.87 working days to 3 working days

# of Days Sigma Level % outside of Specs

# of Process Steps

Before LSS 7.87 -.9086 ST 82% 19

Lean Six Sigma Project Team Members

Denese Skinner

Harvey Hudspeth

BethAnn Hoover

Becky Lopez

Kristi Neill

Lana Stevenson

Nancy Giles

Dir., Career and Counseling Services

Dir., Human Resources

Coord., Student Employment Services

Assist. Director, Human Resources

Sr. Personnel Assistant

Mgr. Payroll Services

Payroll Assistant

Master Black Belt: Bryan Glenn Dir., Purchasing

Team:

Lean Six Sigma Project Tracking

Completed - On time

Completed - Behind

Started

Analyze

1/15/12

Initial FMEA

NA

Multi-VariStudies

Improve

1/31/12

DOE (or other tool)

1/31/12

Mistake Proofing

1/31/12

Final FMEA

Control

2/15/12

Control Plan

2/15/12

Hand Off Training

2/15/12

Final Capability

2/15/12

Owner Sign-off

2/15/12

Final Project Report

+31+27Measure

12/13/11

Process Map

12/15/11

C & E Matrix

12/16/11

PreliminaryFMEA

12/16/11

Capability & MSA

12/13/11

KickoffMeeting

Project Ys are: Reduced Cycle Time

+2100

Define

11.28.11

Project YSelected

12.16.11

Business Impact Link

12/19/11

Stakeholder Requirements

11/28/11

Project Charter

0+17+170

0-4

+80+80+73

+65 +88 +100 +100 +100

Not started

Project Charter

Objective:

Benefits:

Decrease the cycle time from an average of 7.87 working days to 3 working days

Decrease the complexity of the system by reducing the number of steps in the process by 33%

The process is more efficient. Free-up staff to focus on other duties. Cost savings.

Define

Project CarterDefine

Project Charter – Cont.Define

Baseline Data Packets from 8.15.11 through 9.30.11

Measure

Voice of the Customer - Students

• Getting paid is a need.• Having someone to help is what is important to students. • Speed of process is a need demonstrated by question #2. A

majority of respondents think the process should take 1-3 days, rather than the current average of 7.87 days.

• Student did not directly validate that reducing the complexity was a need. However, indirectly could they be saying having someone available to help is the way they reduce the complexity? Are they saying, “It is not important to me that the process is complicated or not, as long as there is someone there to help me.”

1,901 students were invited to participate in the survey. 67 responded. Return rate of 3.5%

Measure

Voice of the Customer - Employers

176 employers were asked to participate in the survey who used Student Employment Services since 9.1.11. 39 responded. Return rate of 22%.

• Speed of process is a need demonstrated by question #2 and forced ranking. A majority of respondents think the process should take 1-3 days, rather than the current average of 7.87 days.

• Reducing complexity is a need evidenced by all the responses given.

Measure

Student Employment Paperwork Process Flow Before LSS – 19 Steps

Measure

Before Minitab’s Quality Companion

Student Employment Paperwork Process Map Before LSS

Using Minitab’s Quality Companion

SUPPLIERS INPUTS PROCESS OUTPUTS CUSTOMERS

Parents Student

Student Employment

Paperwork Process

Laws and policies are followed Employed students

WT's IT Dept.. Required internal materials Student active in BPP Employing departments

TAMUS Trained employees Student active in SSO

Federal Government Proof of eligibility to work in US

State of Texas Employment laws and policies

High Level Process Map

Measure

Process Inputs (X) Type Process Step Output (Y)Input 1: Employment packet printed C

1SES: Student Completes

Employment Packet

Completed required paperworkInput 2: Approved identification CInput 3: Pen CInput 4: Accurate federal, state and system policy requirements CInput 5: Employed student U

Process Inputs (X) Type Process Step Output (Y)Input 1: Trained staff U 2

SES: Staff Validates Packet Contents are

Complete

Paperwork completed accuratelyInput 2: Approved identification C I-9 validated

Process Inputs (X) Type Process Step Output (Y)Input 1: Runner informed of packet's location U

3SES: Packet Transported

to Personnel

Personnel gets packetInput 2: Office Coverage C

Process Inputs (X) Type Process Step Output (Y)Input 1: Completed packet C

4Personnel: Data Entered

into BPP

UIN is assignedInput 2: Computer C System has record of new employeeInput 3: BPP Software CInput 4: WT Network CInput 5: Trained Employee U

Detailed Process Map, 1 of 5Measure


5Personnel: Enter Disabled

Vet Status and Double Check I-9

Document policies are followedInput 2: Computer CInput 3: BPP Software CInput 4: WT Network CInput 5: Trained Employee U


6Personnel: Password

Assigned in SSO

Password for SSOInput 2: Computer CInput 3: SSO Software CInput 4: WT Network CInput 5: Trained Employee U

Process Inputs (X) Type Process Step Output (Y)Input 1: Runner informed of packet's location U

7SES: Pick Up Packet From

Personnel

Packet returned to SESInput 2: Office coverage U

Process Inputs (X) Type Process Step Output (Y)Input 1: Trained staff U 8

SES: Verifies All Info From The Department and

Student Is Correct and Complete

Validation of policy complianceInput 2: Hiring report form C


Process Inputs (X) Type Process Step Output (Y)Input 1: WT network C

9SES: UIN and Training

Info is Emailed to Student

Student receives UIN

Input 2: Completed employment packet C Student can log into SSO to do their mandatory trainingInput 3: Trained Staff UInput 4: MS Outlook email CInput 5: Accurate info on training requirements CInput 6: UIN received from personnel C

Input 7: Name of department staff to receive authorization C

Process Inputs (X) Type Process Step Output (Y)Input 1: WT network C

10SES: Email Authorization To Work to Department

Department obtains UINInput 2: Verbiage template CInput 3: Trained Staff UInput 4: MS Outlook email CInput 5: UIN received from Personnel C

Input 6: Name of department staff to receive authorization C

Process Inputs (X) Type Process Step Output (Y)Input 1: Scanner C

11SES: Scan Packet into

Image Now And Link To Student

Documents permanently storedInput 2: Trained employee UInput 3: Image Now software CInput 4: Completed employment packet CInput 5: WT Network CInput 6: Image Now software CInput 7: Datatel software CInput 8: WT Network

Process Inputs (X) Type Process Step Output (Y)Input 1: Account number C

12Hiring Department:

Forward the SES Email with Account Number,

Pay Rate, and workstudy or not

Obtain account number from which to pay the studentInput 2: Pay rate C Obtain wage rate to pay the studentInput 3: Work study - yes or no CInput 4: MS Outlook CInput 5: WT Network CInput 6: Trained employee U


Process Inputs (X) Type Process Step Output (Y)Input 1: Email from Department C

13Payroll: PIN is created in

BPP

In BPP for payrollInput 2: WT Network CInput 3: Access to BPP CInput 4: Chart of accounts CInput 5: Trained Employee UInput 6: Computer C

Process Inputs (X) Type Process Step Output (Y)Input 1: Access to TimeTracq C

14Payroll: Load PIN into TimeTraq and Assigns

Manager

Employee Time sheet createdInput 2: PIN CInput 3: Know Manager CInput 4: Trained Employee UInput 5: Job title CInput 6: Computer CInput 7: WT Network CInput 8: Email from Department C

Process Inputs (X) Type Process Step Output (Y)Input 1: WT Network C 15

Payroll: Email to Department and SES

Confirming BPP and SSO Activation

Confirmation EmailInput 2: Computer CInput 3: MS Outlook CInput 4: Trained Personnel U

Process Inputs (X) Type Process Step Output (Y)Input 1: DDA form C

16Personnel: (Optional

Step for Student) Student Completes Direct Deposit

Authorization (DDA) Form

Form completedInput 2: Voided check CInput 3: Employed Student U


Process Inputs (X) Type Process Step Output (Y)Input 3: Computer C

17Personnel: Enters DDA

into BPP

Pay is direct depositedInput 4: Access to BPP CInput 5: WT Network CInput 6: Trained Employee U

Process Inputs (X) Type Process Step Output (Y)Input 1: Runner with knowledge of DDA location U

18SES: Pick up DDA From

Personnel

Document returned to SESInput 2: Office coverage U

Process Inputs (X) Type Process Step Output (Y)Input 2: Trained employee U

19SES: Scan DDA Into

ImageNow And Link To Student

Document in permanent storageInput 3: Image Now software CInput 3: DDA form CInput 4: Scanner CInput 5: Student's Buff ID or SS# CInput 6: Datatel software CInput 7: Computer C

Detailed Process Map, 5 of 5

Measure

Student Employment Paperwork Process

Rating of Importance to Customer >> 9 10

Proc

ess

Step

#

Process Step Process Inputs

Proc

ess

time

(Cyc

le ti

me)

Num

ber o

f Ste

ps in

the

Proc

ess

(Com

plex

ity)

Total

2 SES: Staff Validates Packet Contents are complete Input 3: Completed packet 9 9 171

8SES: Verifies All Info From The Department and Student Is Correct and Complete

Input 2: Hiring report form 9 9 171

9 SES: UIN and Training Info is Emailed to Student

Input 7: Name of department staff to receive authorization 9 9 171

10 SES: Email Authorization To Work to Department Input 5: UIN received from Personnel 9 9 171

10 SES: Email Authorization To Work to Department

Input 6: Name of department staff to receive authorization 9 9 171

Cause and Effect Matrix

Full C&E Matrix

Measure

Preliminary Failure Mode Effect Analysis

Process Step # Process Step Key Process Input Potential Failure Mode Potential Failure Effects

SEV

Potential CausesOCC

Current ControlsDET

RPN

Proc

ess

Step

What is the process step

What is the Key Process Input?

In what ways does the Key Input go wrong?

What is the impact on the Key Output Variables (Customer Requirements) or internal requirements?

How

Sev

ere

is th

e ef

fect

to th

e cu

stom

er?

What causes the Key Input to go wrong?

How

ofte

n do

es

caus

e or

FM

occ

ur?

What are the existing controls and procedures (inspection and test) that prevent either the cause or the Failure Mode? Should include an SOP number.

How

wel

l can

you

de

tect

cau

se o

f FM

?

Ris

k Pr

iorit

y N

umbe

r

8

SES: Verifies All Info From The Department and Student Is Correct and Complete

Input 2: Hiring report form Do not get the form Cannot process the final

hiring paperwork 8 Dept.. is late in getting the form to SES 7 None 7 392

8


Input 2: Hiring report form Incomplete Cannot process the final

hiring paperwork 8 Dept.. is not trained 7

SES provides detailed instructions on how to complete the hiring process. Web site that contains instructions. Annual training.

7 392

13 Payroll: PIN is created in BPP

Input 1: Email from Department

Dept.. does not send the email Student does not get paid 10 Staff do not follow instructions 3 Instructions on the email from

SES. Training. Web site 10 300

2

SES: Staff Validates Packet Contents are complete

Input 3: Completed packet

Student does not know necessary info (address, how to fill out the W-5

Time delay while the student gathers the needed info 6 Naïve 8

Staff on-hand to help students as they complete the packets to answer their questions

5 240

FMEA 1 of 2Analyze


SEV

Potential CausesOCC

Current ControlsDET

RPN

Pro

cess

Ste

p





How

Sev

ere

is th

e ef

fect

to th

e cu

stom

er?


How

ofte

n do

es

caus

e or

FM

occ

ur?


How

wel

l can

you

de

tect

cau

se o

f FM

?

Ris

k Pr

iorit

y N

umbe

r

9

SES: UIN and Training Info is Emailed to Student

Input 2: Completed employment packet




5 240

13 Payroll: PIN is created in BPP

Input 1: Email from Department

Dept. does not send the email

Department does not get billed 7 Staff do not follow instructions 3 Instructions on the email from

SES. Training. Web site 10 210

1

SES: Student Completes Employment Packet

Input 2: Approved identification

Student does not come in with it The student works illegally. 10 Student not informed that they

need to bring required ID. 5

SES provides check list and hiring sheet to department that notes the requirements. SES web site has a "When you get hired section" that includes an ID section.

4 200

1

SES: Student Completes Employment Packet

Input 2: Approved identification

Student does not come in with it The student works illegally. 10 Student choose not to bring in

the ID 5

SES provides check list and hiring sheet to department that notes the requirements. SES web site has a "When you get hired section" that includes an ID section.

4 200

FMEA 2 of 2Preliminary FMEA

Full FMEA

Analyze

Value Stream MapMeasure

Full Value Stream Map

MSA

Measurement System Start - Time and date stamp on packet when taken from

the student End - Time and date of email from payroll confirming

access to systems

Measurement System Resolution Rule of tens: Passed Bias (is the measurement system accurate?): Issues

identified and deemed acceptable. Precision (are the measurements being taken the same

way with different users?): Issues identified and deemed acceptable.

Analyze

Analyze

1511361211069176614631161

30

15

0

Indi

vidu

al V

alue

_X=7.87

UCL=29.12

LCL=0.14

1511361211069176614631161

20

10

0

Mov

ing

Ran

ge

__MR=5.82

UCL=19.02

LCL=0

150145140135130

20

10

0

Observation

Valu

es

2824201612840

LSLUSL

LSL 1USL 3

Specifications

1001010.1

Overall

Specs

Shape 1.582Scale 8.825Pp 0.07Ppk -0.18PPM 865483.11

O v erall

Student Employment Paperwork Cycle TimeI Chart

Moving Range Chart

Last 25 Observations

Capability Histogram

Weibull Prob PlotA D: 1.343, P: < 0.010

Capability Plot

Capability StudyPackets from 8.15.11 through 9.30.11

Change this to % not ppm

Analyze

Capability Study Analyze

Capability AnalysisIndividual Distribution Identification

Analyze

Improvement Plan

Improvements

1 Obtain the required data from the department hiring the student as a toll-gate before allowing the process to be initiated.

2 Scan all documents in the employment packet upfront and house them in ImageNow where an electronic work-flow system can be implemented.

3 SES will link the FERPA form in the ImageNow system to the Registrar eliminating duplicate scanning and housing of the form.

4 Initiate the email from Personnel rather than Student Employment Services informing the student of their UIN and training requirements.

Improve

Implementation PlanImprove

Ref # Action Action by Due Date Status Completed

1 Develop New Hire Form BethAnn Hoover 2.6.12 Drafts are being circulated for input 2.9.12

2 Load ImageNow on HR staff's computers Nancy Giles 2.2.12 IT has been contacted 2.16.12

3 Train HR staff on how to use ImageNow BethAnn Hoover

Wes and Carl from IT will need to be involved as BAH does not know how to do some of what needs to be done.

2.16.12

4 Test the work flow and messaging system in ImageNow BethAnn Hoover Test has been done with test data. 2.16.12

5

Develop new email templates for use by Kristi when she sends the UIN and training email to students and departments

BethAnn Hoover and Kristi Neill 2.9.12 Kristi and BethAnn worked on this

and have the form ready to use 2.15.12

6 Request a new email address for Payroll to use. [email protected] Nancy Giles NA We do not need to do this after all 2.15.12

7Update all the forms and other email templates used to send to departments after they post a job

BethAnn Hoover 2.22.12

Form are done. But they need to be uploaded into web site. Check on non-student stuff. 4.18.12: Forms cannot be posted to website full roll-out of the process. Non-students will now all route through HR.

8 Update checklists and resources and post to the web BethAnn Hoover 2.22.12

Update process started. 4.18.12 Checklists are sent out on a case-by-case basis, but cannot be put on website until full roll-out.

9 Test a few jobs from start to finish to see if the system works BethAnn Hoover 3.23.12 Completed 4.6.12

10Schedule a meeting to let departments know of the process change

BethAnn Hoover 3.1.12 Meeting will be set for sometime week of May 14th.

Student Employment Paperwork Process Flow After LSS – 13 Steps

Before Minitab’s Quality Companion

Improve

Process Map After LSSImprove

Using Minitab’s Quality Companion

Design Of Experiment1. Select beta-tester offices to use the newly designed

forms when hiring a student.2. Earmarked four packets to track from start to finish

through the new work-flow.3. Scan completed packets into ImageNow and initiate

the established electronic work-flow.4. Communicate among stakeholders through each

step of the process as the packets progress in the workflow.

5. Modify “New Hire Form” and ImageNow workflow process with each packet to implement agreed upon changes to the process.

6. Conduct a processes debriefing after 4 packets are completed using the new system.

Final FMEA

Full Final FMEA


SEV

Potential CausesOCC

Current ControlsDET

RPN

Actions Recommended Resp. Actions Taken

SEV

OCC

DET

RPN

Proc

ess

Step





How

Sev

ere

is th

e ef

fect

to th

e cu

stom

er?


How

ofte

n do

es

caus

e or

FM

occ

ur?


How

wel

l can

you

de

tect

cau

se o

f FM

?

Ris

k Pr

iorit

y N

umbe

r

What are the actions for reducing the

occurrence of the Cause, or improving detection? Should

have actions only on high RPN's or easy

fixes.

Whose Responsible

for the recommende

d action?

What are the completed actions taken with the recalculated RPN? Be

sure to include completion month/year

How

Sev

ere

is th

eef

fect

to th

e cu

stom

er?

How

ofte

n do

es

caus

e or

FM

occ

ur?

How

wel

l can

you

de

tect

cau

se o

r FM

?

Ris

k Pr

iorit

y N

umbe

r

2

SES: Staff Validates Packet Contents are complete

Input 3: Completed packet




5 240Training departments and providing written instructions to students

Coordinator of SES

5.16.12 Campus wide training. Forms and web site will be updated and launched the day of the training.

6 8 3 144

11

Personnel: UIN and Training Info is Emailed to Student

Input 2: Completed employment packet




5 240Training departments and providing written instructions to students

Coordinator of SES


6 8 3 144

5


Input 2: Hiring report form Incomplete Cannot process the final

hiring paperwork 8 Dept. is not trained 7

SES provides detailed instructions on how to complete the hiring process. Web site that contains instructions. Annual training.

4 224

Training provided in-pers. Written instructions both hard-copy and on-line. SES calls to follow up.

Coordinator of SES


8 5 3 120

Process: Student Employment Paperwork Process Revision DateAuthor: Denese Skinner Contributors:BethAnn Hoover, Kristi Neil, Lana Stephens, rev 0 4.20.12Phone: 806.651.2345 Nancy Giles, Becky Lopez, Harvey Hudspeth

Process Owner Approval:

BethAnn Hoover 4.30.12

Process Process Step Variable NameInput / Output (I/O)

Process Specification(LSL, USL, Target)

Historic Cp / Cpk &

(date)

Measurement Technique

Historic MSA &

(date)

Sample Size

Sample Frequency

Control Method

Reaction Plan (contact / action)

Student Employment

Packet Process

SES: New Hire Form submitted New Hire Form I

LSL=NHF submitted prior to student hiring. USL=NHF submitted within 3 days of hiring

the student.

NA Visual Inspection NA 30 Every 18 weeks

Clearly articulated

policy provided with each job

posting

Retraining for hiring supervisor

Student Employment

Packet Process

SES: Staff Validates Packet

Contents are complete

Completed packet I LSL & USL=Accurately

completed packet. NA Visual Inspection NA 30 Every 18 weeks

Thorough written

instructions. Properly

trained staff.

Retraining for Career Services' staff

Student Employment

Packet Process

SES: Verifies All Info From

The Department and Student Is

Correct and Complete

Hiring Report Form I LSL & USL=Accurately

completed form NA Visual Inspection NA 30 Every 18 weeks

Thorough written

instructions. Properly

trained hiring department.

Retraining for hiring supervisor

Student Employment

Packet Process

SES: Scan Employment

Packet and New Hire Form into

Image Now

Scanning I LSL & USL=Clear Scan NA Visual Inspection NA 30 Every 18 weeks

Fully operational scanner.

Trained staff

Repair scanner. Retrain Career Services' staff.

Control PlanControl

Hand-off training• Training luncheon hosted on May 16, 2012 by

Student Employment Services, HR and Payroll to explain the new process. Anyone who hires student employs will be invited

and encourages to attend.

• Written documentation of process steps and requirements are updated and provided via Student Employment Services’ web site or in hard copy.

• One-on-one training for supervisors who did not attend the luncheon or newly employed supervisors.

Control

Value Stream Map after LSS

Final CapabilityControl

108642

LSL USL

LSL 1Target *USL 3Sample Mean 6.05088Sample N 30StDev (Within) 2.19755StDev (O v erall) 2.17869

Process Data

C p 0.15C PL 0.77C PU -0.46C pk -0.46

Pp 0.15PPL 0.77PPU -0.47Ppk -0.47C pm *

O v erall C apability

Potential (Within) C apability

PPM < LSL 0.00PPM > USL 1000000.00PPM Total 1000000.00

O bserv ed PerformancePPM < LSL 10769.12PPM > USL 917478.59PPM Total 928247.71

Exp. Within PerformancePPM < LSL 10216.25PPM > USL 919292.30PPM Total 929508.55

Exp. O v erall Performance

WithinOverall

Process Capability of After LSS

Owner Sign-offControl

Ref # Document Update Actions Required

(be specific) Action by Due Date Status Completed

1 New process flow chart

Internal consciences that the new process is acceptable and can be executed

LSS team 1.13.12Team meeting held and agreement unanimously obtained

4.13.12

2 Supervisor Training

Schedule training to roll-out the new process to stakeholders. Develop training that is sustainable and flexible

LSS team 2.15.12The training is being developed and is scheduled to be hosted on 5.14.12

5.14.12

3 Data Collection

Use the data collection system established to monitor and report on outcomes. Quarterly reports submitted

Hoover 2.15.12Initial data collection system is in the process of collecting the initial data

5.30.12

Final Project ReportControl

# of Days Sigma Level

Standard Deviation

% outside of Specs

# of Process

Steps

Before LSS 7.87 -.9086 ST 5.36 82% 19

After LSS 6.09 -1.40 ST 2.18 93%13

32% reduction

Project Goal: Decrease the cycle time from an average of 7.87 working days to 3 working days

• Hard money savings of $946.55 annually.• Improved opportunity to be in compliance with

Federal and State regulations.• Improved Standard Deviation of the process

Next Steps• Look for ways to speed up background checks. Background

checks were not required of all student employees until LSS examined the process and implemented mandatory checks for all student employees.

• Request modifications be made to TimeTraq to allow students to be entered in advance of their start date without triggering the generation of a timesheet.

• Request modifications to be made to BPP automate emails to students and managers when key processes are completed containing UINs and access detail.

• Look for opportunities to streamline the employment packet process for international students, re-hired students, and students that work multiple jobs on campus.

• Design a system that has an electronic employment packet that can be completed on line. This will eliminate the scanning step in the process. The I-9 and the W-4 will be the only forms that cannot be virtualized.

Contact Information:Denese Skinner, MEd, LPC-S

Director, Career and Counseling ServicesWest Texas A&M University

PO Box 60728Canyon, TX 79016

[email protected]

Web site for the project http://www.wtamu.edu/student-support/cs-

fac-staff-lean-six-sigma.aspx

Reduce Cycle Time for Student Employment Paperwork … Support/Career... · Human Resources Payroll...

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