Consistent Data Entry at Intake into Chameleon February 10 ... · Consistent Data Entry at Intake...
Transcript of Consistent Data Entry at Intake into Chameleon February 10 ... · Consistent Data Entry at Intake...
ANIMAL CARE AND CONTROL
Consistent Data Entry at Intake into Chameleon
February 10-February 13,2014
CONSISTENT DATA ENTRY AT INTAKE RIE
Dates February 10-13,
2014
Executive
Sponsors
Alice Nightengale
Process
Owner
Laine Zalasar
Team Lead Annette Flageolle
Facilitator Melissa Field and
Michelle Chorens
Carolyn Coop, Erica Carder, Frank Jimenez,
Carolyn DiSanto, Michelle Rivera, Rick
Mouton, Daniel Ettinger
REASON FOR ACTION
• Create standard work for animal intake to alleviate customer and
staff frustration
• Reduce inconsistent data entry from each team’s intake process
• Decrease errors and time required to fix errors
• Shorten animal length of stay
• Eliminate staff conflict stemming from confusion
• Limit staff motion
• Increase efficiency
INITIAL STATE
•Confusion about roles and responsibilities pertaining to intake
•Data entry inconsistent resulting in incorrect owner information, the need
to retake photos, chip information entered in incorrect place, incorrect due
out dates, lack of initials, and lack of date/time stamp
•Errors might prevent animals from being returned to owner
•Data errors potentially impact hold date, adoption availability, or transfer
date
•Isolated processes contribute to agency inefficiency and poor
communication
•Wastes in unused human talent and processing
Metric Baseline
Incorrect/Incomplete Tag 24 times per year, cost $96.96
Incorrect/Incomplete Chip 36 times per year, $36.30
Chip Not Traced 60 times per year, $246.00
Incorrect Due out Date 36 times per year, $14.40
Incorrect Memo Placement 108 times per year, $44.28
No Initials on Memo 1,200 times per year, $492.00
Geo-coding 80 pages per year, cost $2,618.40
INITIAL STATE
INITIAL STATE
Total intake data entry time per position:
ACO=31 minutes, cost $17.05
ACA=14 minutes, cost $5.46
Vet=21 minutes, cost $10.50
Front Office=19 minutes, cost $7.79
Total wastes=16
TARGET STATE
•Clear definitions of roles and standard operating procedures for the agency-wide
intake process
•Consistent data entry
•90% reduction in errors within 90 days
•Reduced length of stay
•Unified process and clear communication in between teams
•Eliminate wastes in unused human talent and combined tasks for improved
efficiency
Metric Target
Incorrect/Incomplete Tag
24 times per year, cost $96.96
90% improvement, savings=$87.26
Incorrect/Incomplete Chip
36 times per year, $36.30
90% improvement, savings=$32.67
Chip Not Traced
60 times per year, $246.00
90% improvement, savings=$221.40
Incorrect Due out Date 36 times per year, $14.40
90% improvement, savings=$12.96
Incorrect Memo Placement 108 times per year, $44.28
90% improvement, savings=$39.85
No Initials on Memo Data 1,200 times per year, $492.00
90% improvement, savings=$442.80
Geo-Coding
Total Savings
80 pages per year, cost $2,618.40
100% improvement, savings $2,618.40
$3,455.34
TARGET STATE
TARGET STATE
Total intake data entry time per position:
ACO=17 minutes, cost $9.35
ACA=15 minutes, cost $5.85
Vet=15 minutes, $7.50
Front Office=10 minutes, $4.10
Total wastes=0 Soft savings in staff time=$36,018.44
We eliminated 16 out of 16 of the
WASTEFUL elements in the
initial process for an 100%
improvement.
GAP ANALYSIS
If we…
Then we…
1 Standard Work for intake data
entry and clear definitions for
due out date
• Owner info entered correctly
• Eliminate need to retake photos
• Chip info entered in the correct field
(quicker return to owner)
•Utilization of the ‘Other ID’ field
•Decrease errors related to Due Out
Date, Chip information- Initial
requirement, etc. (Status Report)
•Consistent entry of GEO code, Date
Stamp and initialed memos
2
Create Standard Work for Pit
Bull Intake and Release
Process
Transparent process for staff and
public once the dog is in custody
3
Assign GVs served closure in
Chameleon to Front Desk Staff
Clarifies role and eliminates
assumption that another team
member was entering the data
SOLUTION APPROACH
If we…
Then we…
4 Chameleon Cheat Sheet
Speed up data entry process and
eliminate subjectivity in definitions
5 SOP Cham Cam Picture Taking
Increase owner and staff identification
on website and fewer picture retakes 6 SOP Distributed to entire Agency
Consistent data entry and improved
communication 7 Breed and Color posters in
Intake areas
Accurate breed, reduction in
inappropriate identifications, and
correct color reporting (no “unknown”
for third color box) 8 Close out of AC/GV unclaimed
Decrease clutter (outdated forms) in
office and appropriate action taken for
legal document
SOLUTION APPROACH
Experiments Anticipated Effect Actual Effect Adopt
Y/N
SOP Animal Intake
(ACA, ACO, FO, and
Vet)
Better
communication and
consistency Pending
Y
SOP Quick
Checklist
Visual SOP and
quick reference point Pending Y
Pit Bull Impound
and Release
Transparency for
staff and public,
consistency of
processing, and
ensure legal
standards are
followed
Pending Y
Chameleon Cheat
Sheet
Increases
productivity and
decrease confusion Pending Y
ANIMAL STATUS-RAPID EXPERIMENTS
Experiments Anticipated Effect Actual Effect Adopt
Y/N
SOP Cham Cam
Picture Taking
Eliminate need
to retake
photos and
better
owner/staff ID
Pending Y
SOP Distributed to
entire Agency
Better
communication
and consistent
data entry
Pending Y
Breed and Color
posters in Intake
areas
Correct color
and breed ID Pending
Y
Close out of AC/GV
unclaimed
Legal forms
processed and
closed Pending
Y
ANIMAL STATUS-RAPID EXPERIMENTS
Action Items Owner Due Date Status 1 SOP Animal Intake and QC (ACA, ACO,
FO, and Vet)
Annette,
Rick, Erica,
and Tara
Complete Complete
2 SOP Quick Checklist Carolyn
Coop and
Daniel
Complete Complete
3 SOP Pit Bull Impound and Release Frank and
Michelle
Complete Complete
4 Chameleon Cheat Sheet and Glossary of
Terms
Carolyn
Coop and
Daniel
Compete Complete
5 SOP Cham Cam Picture Taking Carolyn
DiSanto
Complete Complete
6 SOP distributed to entire Agency Team and
Alice
Nightengale
3/14/2014 Pending
7 Breed and color posters in Intake areas Annette 3/14/2014 Pending
8 Close out of AC/GV unclaimed Annette and
Daniel
4/14/2014 Pending
COMPLETION PLAN
DELIVERABLES
16
Total Soft Savings Identified:
$39,473.78
DELIVERABLES
17
INSIGHTS
What did you learn?
How do you feel about the whole
event?
What will you do differently going
forward?
How lack of guidelines
impacts the way work is
being done.
The amount of
inconsistency that exists
across teams.
When given the proper
forum, we all work
together well. Not having
that opportunity impacts
our success.
Finding out just how much
is done in other
departments…especially
the field staff!
I really like how the week
flowed and connected
together.
The impact of the work we
have done. I wish I had
access to this information
when I started. It would
have made a huge
difference!
I really enjoyed the
facilitators. They made it
fun and interesting!
Make sure I am sharing
information more readily.
More patient with my co-
workers that work in
other areas.
More understanding of
my co-workers because
I have a different
understanding of their
jobs.
Makes me think of all of
the processes in our
agency and where we
can impact change
elsewhere…
INSIGHTS
• The team truly wants things to work and cares very much about the agency
• Team members were empathetic to others within the shelter
• The team valued the ability to share thoughts and ideas and brainstorms solutions with each other
• Team gained a greater appreciation of the level of work every section of the agency contributes
FACILITATOR INSIGHTS
SPECIAL THANKS
Colleagues Eva Garcia
Larry Nelson, DVM
Josh Rolfe
Princess Barb
Marvin Napue
Executive Sponsors Alice Nightengale
QUESTIONS?