An important payroll process was experiencing significant error levels and long processing times. In addition, the process’s reliance on paper-based manual transactions with multiple approval levels forced the university to devote substantial resources to support it. Customer satisfaction and overall efficiency had to improve.

IET engineers spear-headed a team-based approach involving stakeholders from each affected area within the university. During Phase I, IET gathered information that described the current process in detail: process steps and variations, volumes, timing, touch labor, error rates. After sharing these findings with the team and introducing them to fundamental improvement principles, IET led multiple teams in developing process improvement solutions for specific stages of the overall process. By engaging the team members in this way, IET helped build consensus among the representatives for the ultimate recommendations.

The teams made specific recommendations for each stage to capitalize on the current process’s shortcomings in quality, timeliness and efficiency. The majority of recommendations became specifications for a new computer-based transaction processing system. “Smart forms” on the front end of the process eliminate entry errors; automated approval technology with flexible routings shortens total process time; and all-electronic transactions eliminate manual data entry in the payroll system. The team’s proposals all but eliminated errors; cut lead time in half; and reduced operating costs.