The Ohio Department of Education and Office of Professional Conduct had cases that were remaining open too long, as long as 18 months. This delay was causing an increase in volume for the incoming referrals and the process is not scaled to handle the volume increase.
Many current processes were antiquated and duplicated among different team members. Through observation, it was determined that identifying and removing waste was the key to successful process improvement. Current and future state maps were performed, and standardization was implemented without compromising complexity.
Lead time was reduced from about 12 months to 6 months, steps were reduced from 291 to 200, handoffs were reduced from 116 to 62, and loopbacks were cut in half.