iSixSigma

Cell Manufacturing in Transactional Environment?

Six Sigma – iSixSigma Forums Industries Financial Services Cell Manufacturing in Transactional Environment?

Viewing 6 posts - 1 through 6 (of 6 total)
  • Author
    Posts
  • #54617

    sam123
    Member

    Hi,

    Has anyone used cell manufacturing concept in transactional world?
    A portion of our financial approval process is divided between 3 employees and client, and sometimes it goes back and forth between them.
    – Employee one does the first review, if background check is needed pass it on to 2nd person
    – 2nd person is looking into the type of checking and dispatch to a queue
    – 3rd person pulls it out of the queue and does the checking and pushs to the 1st person queue if checking is fine, if not, pushs it back to the 2nd person queue
    – 2nd person, communicates with the client for more info
    when client sends more info, the loop starts again

    isn’t it more efficient, if the 1st employee does everything, like review, background check and communicate (email) with client? something like cell manufacturing?
    And the other 2 employees be empowered to do the same thing as the 1st person?

    thanks

    0
    #196331

    Chris Seider
    Participant

    2 well documented cases of this being done are Western Union on boarding process for new agents and Progressive Insurance in the USA.

    0
    #196334

    sam123
    Member

    Thanks Chris,
    I still need to collect more process data to compare existing lead time vs cell concept. I realized that the applications may sit in queues up to 5 days. Cell concept will eliminate/reduce queues and WIP and reduce lead time (just an assumption at this point). There will be some trade offs i.e. cycle time.

    0
    #196342

    MBBinWI
    Participant

    @sam123 – You will run into problems when the tasks get more complex and/or the variability of the responses increases. The reason for the specialization (usually) is that one individual can handle a small segment and understand all the nuances and variations that might occur.
    There might be several ways to handle this – one could be to get a workcell that includes one person with expertise in each of the specialties. Each worker handles a client until/unless they run into an issue at which point they consult with the “expert” in that topic. The incentives then would need to be for the entire cell otherwise the interruptions would never be accepted. There are other alternatives. Good luck.

    0
    #196344

    sam123
    Member

    @MMBBinWI,I got your point and I have to admit that financial processes are far more complicated than mfg

    thanks

    0
    #196354

    Mark P. Broeckel
    Participant

    @sam123 – In order to understand where your flow is restricted or constrained you may want to start with the value stream map followed by the application of some of TOC (Theory of Constraints) principles. This in an off itself might start to evolve your “cellular design” as I am guessing that all your resources might not be in the same office/floor and even putting them physically closer together might not yield the results you are looking for overall. I manage a virtual team that work from their homes so we have always had to implement what the virtual workflow or cellular design should be vs. physical space adjustments like you would see in manufacturing. Hope this helps to look it a slightly different way…

    0
Viewing 6 posts - 1 through 6 (of 6 total)

You must be logged in to reply to this topic.