The Ohio Department of Job and Family Services (JFS) had internal customers request delivery or pick-up of state record boxes. Emergency situations such as requests for files for litigation or audits cause the delivery schedule to go awry. Employees frequently work past their scheduled work day, or run out of time to complete deliveries.
They used a fishbone diagram, 5 Why’s and brainstorming to identify potential opportunities. The ideas resulted in an increase in deliveries from 1142 to 1904, and commitment of same-day delivery for requests placed in the morning.