Industry Type: Education (Service Center HRM)
Department Type: Human Resources (HR)
Company Name: an educational institution
Financial Benefits: Approx. $10,800 per year
Project Duration: 6 months
Type of Project: Green Belt Project
Introduction
Efficient HR processes are essential for any organization. At an educational institution’s Service Center HRM, a Lean Six Sigma Green Belt project was undertaken to tackle inefficiencies in processing HR mutations, which are updates or changes to employee data. The project aimed to reduce the number of incorrectly submitted mutations, simplify procedures for employees and managers, and ultimately improve customer satisfaction.
Identifying the Problem
The Service Center HRM at an educational institution had been receiving complaints about complicated mutation processes that were difficult to complete correctly on the first attempt. Employees and managers were often confused by the existing procedures, resulting in repeated errors, lengthy processing times, and unnecessary extra work for all parties involved. The issue was further complicated by the fact that HR processes are part of a recurring monthly cycle due to payroll processing, making consistent progress on improvements a challenge.
Setting the Scope
The scope of the project was defined through discussions with the team leader and colleagues, combined with personal experience. The focus was clear: identify the most common errors in mutation submissions, determine their root causes, and find practical ways to reduce errors. The improvement goals were to enhance process accuracy and efficiency, making it easier for users to correctly submit mutations on the first attempt—also known as achieving a high ‘first-time-right’
rate.
Project Approach
A team was formed consisting of HR professionals who regularly interacted with users and understood their needs. Key Lean Six Sigma tools used included brainstorming sessions and fishbone diagrams. The brainstorming sessions were crucial for generating ideas to address the identified problems, while the fishbone diagram helped to systematically map out potential causes of errors.
Implementing Improvements
- The improvements were implemented by making adjustments to the HR2Day system—an educational institution’s HR management software. Several poka yoke (error-proofing) techniques were applied to the process, such as:
- Implementing default values to reduce user errors.
- Enhancing instructions for completing forms.
- Removing unnecessary input fields to streamline the submission process.
- Making certain fields mandatory or pre-populated when relevant.
These changes were intended to make the system more intuitive for users, thereby increasing
accuracy and efficiency.
Challenges and Overcoming Them
The primary challenge encountered during this project was balancing daily operational duties with the improvement project. The monthly payroll cycle often took priority, making it difficult to maintain focus on process improvement. Additionally, there was a risk that users would struggle to adapt to the updated processes, but this was mitigated by thoroughly testing changes before deployment.
Results and Benefits
The improvements led to a significant reduction in incorrectly submitted mutations, improving the overall efficiency of the HRM process. The enhanced ‘first-time-right’ rate allowed HR staff to focus more on their core tasks instead of correcting errors. Additionally, the financial savings achieved were approximately $10,800 per year.
Lessons Learned
- The project provided valuable insights into how process improvements should be approached and sustained:
- Consistent feedback and iteration are key to successful implementation.
- Regular communication with stakeholders is essential to gain acceptance of changes.
- Planning and adhering to a timeline are critical for maintaining momentum.
Conclusion
The Lean Six Sigma Green Belt project at an educational institution’s Service Center HRM demonstrated how practical application of Lean Six Sigma principles can streamline HR processes, resulting in reduced errors, increased efficiency, and financial benefits. This case shows that even in administrative processes, Lean Six Sigma can be a powerful tool to improve performance and customer satisfaction.
