White Pages VSM Team Charter Process/Team Name: White Pages Sponsor: Valerie Ricker Chris Zukas-Lessard

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1 Process/Team Name: White Pages Sponsor: Valerie Ricker Chris Zukas-Lessard VSM Manager: Lisa Tuttle Team Members: Judy Angsten Judy Feinstein Eric Frohmberg Terri LaBrecque Sue LeDoux Maryann Zaremba Karen Eaton Tara Ranks Debra Wigand Dorean Maines Danielle Hall Joan Mank Linda Larochelle Toni Wall Christine Lyman Sue Dowdy Beth Vieta Nancy Pelkey Katharyn Zwicker Ken Pote Elaine Lovejoy Pamela Correll Data Manager: Dina Blanchard Caucus Members: Hazel Stevenson Rebecca Petrie Andy Smith Clough Toppan Ron Bansmer Sharon Jerome Molly Schwenn MaryBeth Welton Cheryl DiCara Sally-Lou Patterson Bob Woods Don Ward Jiancheng Huang Jack Krueger (NexTalk) Page 1

2 Don Lemieux Jan Morrissette Facilitators: Walter Lowell Process Description: The current process in keeping a centralized public health information and organization list is a challenge within the Maine CDC. In order to provide accurate and reliable public health lists, the process involves: contacting partners from existing lists to request updates, conducting Internet searches, and sending messages and faxes. In many cases, these efforts are not responded to or the information is incorrect, which requires additional follow up. The primary method of contacts and updates vary from one program to another. At this time, there is no single source for each classification, although existing lists may be available in some Maine CDC programs to provide some updates. Customer/Clients: Customers include all Maine CDC managers and staff who must correspond with public health partners in the course of business; Maine CDC external partners (e.g., Dirigo Health) who are seeking consolidated lists of public health partners. Supplier: (upstream) Maine CDC Divisions and its programs Process Boundaries: First Step: Receive public health partner information for entry into a centralized registry. Last Step: Provide accurate, reliable, valid public health partner list. Problem Statement: Maine CDC currently lacks a streamlined, efficient, and effective process to track public health partner information that is complete, accurate and reliable. Resources Available: Facilitators: Walter Lowell Support: Rae-Ann Brann Role Expectations: (Note expectations around decision-making and implementation) Team members play a key role in representing their program. Team members are expected to report to their program managers and staff members about White Pages meetings, and to provide feedback about their program in team meetings. Team members need to keep an open line of communications about the overall process to merge various program lists into one centralized registry. Each team member is expected to attend White Pages meetings when scheduled, as well as to attend a two-day session to fully participate with the White Pages Lean project. Page 2

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4 Measurement Targets: 1. Reduce the time it takes for the whole process. NOTE: These measurements will be determined during the VSM process Project/Process Measurements: 1. Increase the number of providers listed in the White Pages. a.) Information listed for % of providers. b.) Number of providers listed thereafter increases by % monthly until goal reached. Timeframe: 1. Reduce the process time by %. 2. Simplify the process flow. 3. Reduce errors and re-work to improve the quality of the work. 4. Reduce the staff time required in order to free up resources for other work. 2. Increase the completeness of the provider information. a.) % of provider entries are complete. b.) Increase number of complete submissions by % monthly thereafter until 98% of entries are complete upon submission. 3. Increase timeliness of the availability of current provider information. a.) All submitted provider information, new and updated, is available to users within one working day. 4. Reduce human and financial State costs related to the maintenance of multiple provider directories. 2. Reduce the number of process steps by %. 3. Increase the first-pastyield percentage by %. 4. Staff time reduced by %. 5. Reduce associated costs and increase savings available to improve services. 5. Show consistent increase and/or expansion of the number and type of White Page users. a.) 90 Days b.) 60 Days c.) 45 Days d.) 30 Days e.) Monthly 5. Decrease changeover time by %. Page 4

5 Project Deliverables: Objectives: VSM Team Deliverables Expected Deliverables: Timeframe: 1. Facilitate a team to create and produce clear written guidelines and expectations about the White Pages 2. Create an implementation plan for the White Pages and a production plan to merge all the Maine CDC public health lists. 1. The development of clear, consistent, and easy to understand guidelines that lay out the expectations of what type and format of information is required for the implementation of the White Pages. 2. Written (graphical) protocol and/or process flow that details specific steps that team performs effectively and efficiently to receive public health information for data entry. August Centralized registry that is identified as the White Pages. 4. Completion of the White Pages project that follows the Lean principles of efficiency and effectiveness. 3. A user-friendly format, interface, and working model that has its guiding principle, the uniqueness of the individuals being served. 4. Mechanism for selfevaluating, reviewing, and revising the White Pages process in an ongoing way. 5. Follow up training with Maine CDC employees on how to use the White Pages. 5. Development of a more streamlined process to consolidate more public health information lists in the future. Page 5