Reducing Payment Processing Errors at LA County Using Lean Six Sigma
Reducing Payment Processing Errors at LA County Using Lean Six Sigma
Reducing Payment Processing Errors at LA County Using Lean Six Sigma
•Employee empowerment to do
process Improvement by using LSS
tools and methodology
Variance Project
Recorder/County Clerk Bureau Administration Bureau Information Technology Bureau
(Ana Henderson, Jena Chen, Henrietta Willis-Kendall, David Palafox, Nilza Christopher, and Terrie L. Salazar)
Lean Six Sigma Green Belt Tri-Bureau Presentation | Variance Project
Background
➡What is a variance (as it relates to this project)?
• A discrepancy in credit card totals between JEDI and VitalChek
Recorder/County
Clerk Bureau
Administration
Bureau
Team
Work
Delay:
Find credit card Manually search Contact Verify during
Admin
Problem (Defect)
➡ User error
• Credit card transactions were not voided in JEDI or VitalChek
• Supervisors did not change the received method from “web” to “counter” which
caused duplicate transactions
➡ Knowledge gap
• Supervisors needed more knowledge and training to fix VitalChek issues
• Cashiers did not know how to handle transactions when VitalChek failed to
provide a confirmation
Lean Six Sigma Green Belt Tri-Bureau Presentation | Variance Project
Impact
➡Customers waited for extended periods of time
➡Workflow interruptions
Solution
➡BDM SMEs assisted IT with identifying frequently recurring variances
Benefit
➡Standardized solutions for recurring
variance issues
Administration Bureau
Cash Management Unit (CMU)
Lean Six Sigma Green Belt Tri-Bureau Presentation | Variance Project
Problem (Defect)
CMU finds a variance during the collection reconciliation process
Impact
➡Requires dual custody in partners of 2 staff
Solution
➡Developed streamline method to locate the variances using Microsoft Excel
Benefit
➡Time reduction
3 hours à 10 minutes
➡Increased productivity
3 staff à 1 staff
➡Less disruption to workflows
Lean Six Sigma Green Belt Tri-Bureau Presentation | Variance Project
Problem (Defect)
➡No standardization on how to prevent or resolve issues and
variances
➡IT was always called to assist when issues and variances could have
been handled internally within the respective section/unit
Impact
➡Disruption of analytical work
Solution
➡Purged incomplete web orders after 90 days
➡Created the list containing various variances encountered
by staff
➡Created 8 different resolution cheat sheets for cashiers and
supervisors
Benefit
➡Variance reduction
8 variances à 1 variance per month
➡Increased productivity
3 analysts à 1 analyst
➡Time reduction
➡Increased productivity
Questions?
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