Lean
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NBC’s Home Folder Case Reduction process Reduction of the HF case Numbers Business case
Current State
According to the NBC Domain Services Team, for every New User Account Creation, a Home Folder Ticket needs to be created and sent to them.
Description
Objective To Reduce creation of multiple cases submitted to a single Team in a day (Which is consuming Time as well as Quantity).
Very high rate of tickets during Summer, where there are many Interns, need to reduce the number of HF Cases. 1.Created individual tickets for every user account and submitted there were about 100 users on daily basis and had to create 100 HF cases and submitted to DS Team and they closed 100 tickets 2.This continued on daily basis approximately took 3 mins for one case creation and overall 300 mins(5 Hours) and a Huge number of tickets.
Future State
Benefits of the new approach
Description
Reduction of HF cases
Created a single case with the Domain Services Team and attached an Excel Sheet with the list of users for whom accounts are created for that day.
1.Single case is created for the users accounts created for a day and submitted to DS Team, this saved about 5 Hours of the agent’s time on daily basis also DS Team to close only a single case per day.
Lesson Learnt Application of Simple Lean tools to identify NVA in the process and re-engineer the same to minimize NVA This saved agents’s time where he could utilize this time on other activity.
Current State Value Stream Accept all the user account creation requests
Collect the user provided details into an Excel Sheet
Create SSO ids, NT accounts and Mailboxes for the users
Is it NBC User ?
Repeat the same process for all users Home Folder cases Created
N
Home folder case is not required
Y Create Home Folder case, one case for every user account created
DS Team accepts the Tickets and process them.
NVA
For Ex:100 User Accounts 3 Mins * 100 Users = 300 Mins (5 Hours)
100 Tickets is a Huge Load, each is copy of other
Future Value Stream Accept all the user account creation requests
Collect the user provided details into an Excel Sheet
Create SSO ids, NT accounts and Mailboxes for the users
Is it NBC User ?
Repeat the same process for all users Home Folder cases Created
N
Y Create Home Folder case, one case for every user account created
Take All NBC Users List into an Excel Sheet and create a Single case and submit to DS Team and attach the excel sheet in the ticket
VA
Redefined Structure to Create a Single Ticket and attach a Excel Sheet (Hardly takes 5 mins)
DS Team accepts the Single Ticket and process the attached excel sheet and closes one case.
Home folder case is not required
Benefits:
Better Approach: -Creating a Single Ticket and Submit to the Domain Services Team with Excel Sheet attached, rather than creating one ticket per User account created .
Saving of Time & Efforts: Creating a Single Home folder case Per day. Prior to Improvement: 3 Mins * 100 case = 300 Mins (5 Hours Per day) Post Improvement: 5 Mins * 1 case = 5 Mins Huge saving of 4 Hours 55 Mins per day, Agent can concentrate on some other process work
Current State
According to the NBC Domain Services Team, for every New User Account Creation, a Home Folder Ticket needs to be created and sent to them.
Description
Objective To Reduce creation of multiple cases submitted to a single Team in a day (Which is consuming Time as well as Quantity).
Very high rate of tickets during Summer, where there are many Interns, need to reduce the number of HF Cases. 1.Created individual tickets for every user account and submitted there were about 100 users on daily basis and had to create 100 HF cases and submitted to DS Team and they closed 100 tickets 2.This continued on daily basis approximately took 3 mins for one case creation and overall 300 mins(5 Hours) and a Huge number of tickets.
Future State
Benefits of the new approach
Description
Reduction of HF cases
Created a single case with the Domain Services Team and attached an Excel Sheet with the list of users for whom accounts are created for that day.
1.Single case is created for the users accounts created for a day and submitted to DS Team, this saved about 5 Hours of the agent’s time on daily basis also DS Team to close only a single case per day.
Lesson Learnt Application of Simple Lean tools to identify NVA in the process and re-engineer the same to minimize NVA This saved agents’s time where he could utilize this time on other activity.
Current State Value Stream Accept all the user account creation requests
Collect the user provided details into an Excel Sheet
Create SSO ids, NT accounts and Mailboxes for the users
Is it NBC User ?
Repeat the same process for all users Home Folder cases Created
N
Home folder case is not required
Y Create Home Folder case, one case for every user account created
DS Team accepts the Tickets and process them.
NVA
For Ex:100 User Accounts 3 Mins * 100 Users = 300 Mins (5 Hours)
100 Tickets is a Huge Load, each is copy of other
Future Value Stream Accept all the user account creation requests
Collect the user provided details into an Excel Sheet
Create SSO ids, NT accounts and Mailboxes for the users
Is it NBC User ?
Repeat the same process for all users Home Folder cases Created
N
Y Create Home Folder case, one case for every user account created
Take All NBC Users List into an Excel Sheet and create a Single case and submit to DS Team and attach the excel sheet in the ticket
VA
Redefined Structure to Create a Single Ticket and attach a Excel Sheet (Hardly takes 5 mins)
DS Team accepts the Single Ticket and process the attached excel sheet and closes one case.
Home folder case is not required
Benefits:
Better Approach: -Creating a Single Ticket and Submit to the Domain Services Team with Excel Sheet attached, rather than creating one ticket per User account created .
Saving of Time & Efforts: Creating a Single Home folder case Per day. Prior to Improvement: 3 Mins * 100 case = 300 Mins (5 Hours Per day) Post Improvement: 5 Mins * 1 case = 5 Mins Huge saving of 4 Hours 55 Mins per day, Agent can concentrate on some other process work
