Wage and Hour Complaint Process Reduced from 6 Weeks to 1 Week at State of Connecticut

When an employee has a complaint about their wages or hours paid, they reach out to the Department of Labor for assistance. In the past, this process took 6-8 weeks to resolve.

After implementing Lean improvements to increase collaboration between departments, they were able to reduce the process down to only 3-5 days.

They performed process mapping, and identified many wastes, including unnecessary paperwork checks which streamlined

Their Lean journey began back in 2004, one of the first state agencies to go through the improvement process. They have conducted 25 internal lean events, and supported 25 external events as facilitators and coaches.

They estimated that their Lean savings equates to over $4 million USD of labor hours freed up to take on more work across the agency.

You can watch the 5-minute video called “2016 Lean Showcase – Department of Labor” at https://www.gembaacademy.com/guests/state-of-connecticut

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