ILLUSTRATION
Where the work changes, and how.
These are illustrations of how a workflow could be rebuilt, not delivered projects. Impact depends on the work and the state of the data, so no figures are shown.
IllustrationDocument intake and data entry
Documents arrive in a different format from every counterparty, and the fields are retyped by hand. Checking and correcting takes time, and accuracy varies by person.
- Intake
- →Field extraction
- →Items flagged for review
- →Exception routing
- →Written to the system
- People handle
- Checking what was extracted, and judging documents that are incomplete or off-format
- What to measure
- Total time including checking and correction, error rate, number of cases that still needed manual work
IllustrationInternal enquiry handling
Questions about policy and procedure land on the same few people, and finding the basis for an answer takes time. The level of detail varies from answer to answer.
- Classify the enquiry
- →Find the source material
- →Draft the answer
- →Approve or hand over
- People handle
- Approving the answer, and taking the cases that need judgement
- What to measure
- Time to a first answer, rework rate, how often the answer was actually used