Backlog

@tpanarese – Fundamentally, you’ve got to reduce the time to answer such that you are responding to more than you are receiving, or you need to add more capacity so that you can respond to more than you receive. The delta will give you the time to clear the backlog.
Now, how to do this has various options. You basically have a queueing situation. If you have easily identifiable “problem transactions” then creating a special unit to attack those and let the easy transactions be addressed by the common pool is one approach.
Given that this is posted in the financial services area, I’m guessing that just dumping the backlog isn’t a viable option (but has been used in other arenas) – just don’t expect to have happy customers who get dumped.

I have a basic method for clearing backlog which I’ve been using for several years.

It involves using excess capacity of the processing group to take on the backlog when they have completed their daily work load.

I\\\’m reaching out to see if anyone may have come across a newer/better method.

During mid May, someone sent me an email with a spreadsheet – in error, deleted the spreadsheet. Whoever sent it – would please send it again. Thanks.

I have worked on many project to reduce cycle time in transactional environments, and many times backlog needs to be addressed using a short-term resolution prior to launching a true long-term fix. To address the backlog, typically 2 things need to happen: (1) create a measurement system to fully understand the number of transactions moving through the process (e.g., how many being completed each day, how many new ones coming in, etc.). Many times the process owner understands he/she has a backlog but does not have a good handle on the inventory as it moves through the process; (2) hold a Kaizen event to map out the current process and identify the different forms of waste throughout the process as Mr. Clapp has indicated. You will likely identify some “no-brainer” improvements that can be made right away (e.g., assessing whether single piece vs. batch is the better way to go, moving steps of the process around, determining whether multiple steps can be handled concurrently rather than in a sequential fashion). Also looks for issues that arise due to the increase in cycle time due to the backlog (e.g., are customers submitting duplicate requests and/or inquiring about status which takes time away from processing the transactions, etc.). Sometime it’s worth just hiring some temporary staff, interns, or borrowing resources from another department to help reduce the backlog while your coming up with a strategy.

I would happy to discuss with you further if you still have questions. Feel free to contact me.

Jordan … Can you provide the link – I think this is the spreadsheet I’m looking for. Thanks.