RETHINKING THE APPLICATION OF TECHNOLOGY TO … · Rethinking Technology - Slide Deck (ICLR 2016)...
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RETHINKING THE APPLICATION OF TECHNOLOGY
TO REGULATORY WORK Karen Dunn Skinner, David Skinner, Eben Joel
ICLR Washington 2016
©Gimbal Canada Inc., 2016. All rights reserved.Gimbal - Lean Practice Management Advisors
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OVERVIEW
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Seeing your work differently •Understanding value & waste
•Mapping your process
Improving your work •Eliminating the waste
• Identifying places for technology
Using new technologies to support improvement
•What’s out there
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SEEING YOUR WORK DIFFERENTLY
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WHY IMPROVE?4
Pressure Volume of WorkTime Available
=
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SMALL CHANGES WORK
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Saving 1 minute, 5 times a day means
20 hours/year If five of you do the same thing, you get
2.5 free weeks a year
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DMAIC
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• Define: What does the client want?
• Measure: How do we work toward that?
• Analyze: Why do we work that way?
• Improve: How can we improve?
• Control: Are we following our new process?
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THE ESSENCE OF LEAN
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Eliminate waste
Add value
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SO WHAT’S VALUE? Three key value criteria:
1. does your work move the matter forward?
2. is it what the client wants and is willing to pay for?
3. is your work done right the first time?
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stuart miles / freeditigalphotos.net
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DOWNTIME9
Eight Wastes
Defects
Inventory
Transport
Non-utilized talent
Waiting
Over-production
Extra processing
Motion
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DEFECTS • missing a filing date
• incomplete forms
• bad drafting
• data-entry errors
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marin/FreeDigitalPhotos.net
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OVER-PRODUCTION• printing too many hard copies
• cc’ing too many people
• getting work done earlier than absolutely required
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WAITING • for people
• for information
• for printers and other equipment
• because of interruptions
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stockimages/FreeDigitalPhotos.net
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NON-UTILIZED TALENT
• under-using talented assistants
• using senior people for work that could be done by juniors
• doing work that is best done by the client or outsourced
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pakorn/FreeDigitalPhotos.net
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TRANSPORTATION• sending documents
via courier instead of email
• using checks rather than direct deposit
• too many handoffs or approvals
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emptyglass/FreeDigitalPhotos.net
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INVENTORY • unanswered emails and voicemails
• files sitting on your desk awaiting work
• overflowing stationery cupboards
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nu8akit/FreeDigitalPhotos.net
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MOTION • unnecessary travel for meetings
• too many keystrokes to find documents
• poor office layout
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StuartMiles/FreeDigitalPhotos.net
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EXTRA PROCESSING
• too much research
• triple-checking
• over-staffing a project
• too many drafts of a document
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teerapun/FreeDigitalPhotos.net
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Interactive Exercise
Look at what you do every day in terms of the eight wastes
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WHERE’S THE WASTE?
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With a map, you can see the forest for the trees…and the trees for the forest
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Image © David F Skinner
SEEING YOUR WORK DIFFERENTLY
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WHAT IS A VALUE STREAM?
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• The sequence of activities undertaken by the regulator to fulfil an element of its mandate
• A series of processes, each of which may be comprised of many steps
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PROCESS MAP
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THE FUTURE STATE
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WASTE IN THE COMPLAINTS PROCESS
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Look for:
• the eight wastes
• bottlenecks
• frustration points
Eight Wastes
Defects
Inventory
Transport
Non-utilized talent
Waiting
Over-production
Extra processing
Motion
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USING TECHNOLOGY TO IMPROVE YOUR
WORK
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COMMON INTERNAL
FRUSTRATIONS
• Inadequate IT infrastructure and support
• Data hygiene
• Search
• Information and data management
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COMMON EXTERNAL
FRUSTRATIONS• Lack of
Sophistication
• Attitudes/Culture
• Communication Issues
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YOU WANT TECHNOLOGY
THAT HELPS YOU:
• Mitigate risk
• Improve competency
• Create better reports
• Find information faster
• Manage information that you receive
• Work with less paper
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KNOWLEDGE MANAGEMENT
• Stop reinventing the wheel
• Reduce errors and drafting time
• Capture best practices
• Reduce paper
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KM SOLUTIONS
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• Checklists and templates
• Document management systems
• NetDocuments, iManage, or Worldox
• Key Features:
• easy to upload/download
• searchable
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CASE MANAGEMENT
• Track progress of matters through your system
• Consolidate documents, communications, and information
• Design efficient workflows
• Capture case-related data
• Reduce paper
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CASE MANAGEMENT SOLUTIONS
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• Clio (goclio.com)
• RocketMatter (rocketmatter.com)
• MatterSphere (mattersphere.elite.com)
• Trello (trello.com)
• You can even use paper kanban boards
• Key Features:
• Allow tracking for data collection
• Integrate with existing DMS, communications systems, etc.
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KANBAN BOARDSA low-tech but effective solution for case
management
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KANBAN BOARDSA low-tech but effective solution for case
management
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AUTOMATION• Standardize processes
• Create faster, more efficient workflows
• Reduce errors
• Reduce employee workload
• Improve work allocation
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AUTOMATION SOLUTIONS
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• Document assembly tools
• Doxsera / TheFormTool (theformtool.com)
• MatterSphere (mattersphere.elite.com)
• ProcedureFlow (procedureflow.com)
• Key Features:
• Integrate with other systems
• Automate IMPROVED systems
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TEXT-BASED INSTRUCTIONS
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• disseminate critical information to lawyers and the public
• reduce time and errors
• increase transparency
• permit self-service
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CONTENT MANAGEMENT
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CONTENT MANAGEMENT SOLUTIONS
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• Website with self-service pages, forms, FAQs
• Alfresco (alfresco.com)
• MailChimp (mailchimp.com)
• Key Features:
• Easy to navigate
• Integrate into other workflows
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KEY TAKE-AWAYS
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• Map out your current state
• Identify and then eliminate the wastes
• Implement technology solutions that support optimized or improved processes
• Integrate your technology solutions with existing systems
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CONTACTKaren Dunn Skinner: [email protected]
David Skinner: [email protected]
Eben Joel: [email protected]
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GIMBALCANADA.COM 514-667-2288