Introduction. Putting The Toyota Way to Service Excellence principles into practice at PrimePay. Do you know what LEAN process improvement is?

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2 Intrductin D yu knw what LEAN prcess imprvement is? In a nutshell, it s the prcess that Tyta uses t make cars in the mst effective and efficient manner pssible. Hwever, LEAN isn t just a set f tls. It s a management philsphy cmmitted t cntinuusly creating and delivering the value that each and every custmer wants, nw and fr the lng haul. Because LEAN started in manufacturing, many service cmpanies dn t realize that they can use the same principles, practices and tls t benefit their custmers. Nt PrimePay. Always lking fr new and innvative ways t create and deliver the peak service experiences their custmers desire, PrimePay has engaged the pwer f LEAN prcess imprvement acrss the rganizatin fr the past tw and a half years. Putting The Tyta Way t Service Excellence principles int practice at PrimePay. Wrking with LEAN cnsultant and cach Karyn Rss, c-authr f The Tyta Way t Service Excellence, PrimePay began its LEAN jurney where every LEAN jurney begins: fcusing n deeply understanding custmer needs. Relying n industry benchmarks wuldn t give a deep enugh understanding f PrimePay s clients specific needs, s a survey was created and cnducted t learn mre abut what they valued. The survey als cllected data n hw well PrimePay was (r wasn t) meeting thse needs. Of nte was the questin belw. With this infrmatin, PrimePay s Benefit Services team spent cnsiderable time and attentin t quickly turn arund a public knwledge base. They created 150 articles in three mnths. That s abut 2.5 per day. This made it even easier fr clients t find the infrmatin they were lking fr PrimePay, LLC. All Rights Reserved 1

3 At the same time, CEO Bill Pellican embarked n an extensive internal listening tur. Visiting each ffice natinwide, Bill gt t see firsthand the wrk being dne. He spke directly with the emplyees wh serve PrimePay s custmers n a daily basis. Based n the results f bth effrts, PrimePay s leadership team decided t fcus n using LEAN principles, practices and tls t make sure that each custmer received exactly the service they wanted and needed, right the first time. Success wuld be measured by increased client retentin and satisfactin. The right prcess prduces the right results. Flwing value is a basic principle f LEAN. Flw means that wrk mves quickly, easily and accurately frm ne step in a prcess t anther. While many cmpanies fcus n results nly, imprving the flw f value means fcusing n imprving hw thse results are created, r ding it right the first time in each prcess step. Ding it right the first time als means fcusing n nly the things the custmer values. This ensures each prcess step is bth effective (gd quality) and efficient (n waste r rewrk). T make sure that everyne was fcused n ding it right the first time, a plicy f I dn t make defects, I dn t pass n defects, and I dn t accept defects was created. As Je Pellican, Directr f Strategic Initiatives said, Fcusing n ding it right the first time has reduced rewrk, decreased cycle times, empwered team members, lwered supprt requests (and csts), and raised custmer satisfactin. T supprt this wrk, ther cmpany-wide strategic initiatives incrprating LEAN were undertaken such as: The internal prcess used by Client Success Representatives (CSRs) t make payrll calls was updated t be mre custmer-fcused, flexible and practive thrugh a creative applicatin f a LEAN Kanban system. A Kanban is a way t signal that smething is ready t be wrked n. Je used this idea t create a prcess fr CSRs t see when a custmer was ready t have their payrll prcessed, even if it wasn t the nrmal time. The slutin is very flexible and custmer fcused. Leaders acrss the cmpany learned hw t recgnize LEAN wastes (custmer nnvalue-added activities that bth increase the likelihd f defects and slw dwn respnse time) in prcesses and wrked with their teams t find creative ways t eliminate thse wastes. PrimePay s Benefit Services team is a great example f prcess imprvement at wrk. They are the true leaders behind the large technlgy, infrastructure and data-driven push in service. They were the first team utside f sales t fully adpt Salesfrce.cm, greatly increasing speed, rganizatin and visibility f infrmatin relevant t clients and brkers PrimePay, LLC. All Rights Reserved 2

4 Standardized wrk was created t make sure that best practices were captured and shared s that all custmers culd benefit. Service teams f 4-5 peple were created and defined t a gegraphic area based n client cunt. Ex. Team 5 had the largest gegraphic territry, almst everything west f the Mississippi but had the same client cunt as Team 3, which just cvered Pennsylvania. A cmpletely autmatic, electrnic, 60 day renewal prcess was created. s were sent every eight days fr 60 days and phne calls were assigned t the team lead starting at day 30. The message was nly tw sentences lng with link t the nline survey where they are asked a series f relevant questins abut their renewal. Upn respnse, the answers were autmatically directed t the team. This eliminated the mst time cnsuming, least-value add time in the renewal prcess, making first cntact. Teams culd nw spend mre fcused time n cmpleting the custmer s renewal, ensuring accuracy. Team members were empwered t wrk with clleagues t crrect the underlying prcesses if defects were being passed n t the next prcess step. The results? By imprving each step in the prcess, PrimePay has seen an extremely psitive effect n custmer retentin, satisfactin and internal efficiency. Frm Jan. 1, Dec , PrimePay cllected ver 10,000 transactinal surveys frm custmers wh submitted a supprt request. The rating system was based n a scale f 1-5 regarding the level f supprt they received, and anything less than a 5 was seen as a defect. The reprting lked at percentage f 5s. Here are the results during that time frame: 2017 PrimePay, LLC. All Rights Reserved 3

5 Prductivity Cnclusin Als during this time perid, PrimePay increased the percentage f tickets that are respnded t within fur hurs by 50% (frm 54% t 82%) and increased the percentage f tickets slved within 24 hurs by 82% (frm 39% t 72%). Retentin. In 2015, payrll retentin was 84% was 85%. Hwever, this year PrimePay is currently at 91%, a 7% jump. Tday s custmers want it all: Hassle free, LEAN prcesses, cmpetitive pricing, and service with a persnal, human tuch. Understanding that service excellence is tday s differentiatr, PrimePay is cmmitted t cntinuusly finding the best ways t flw value t custmers. This is dne by using The Tyta Way t Service Excellence principles, practices and tls. The PrimePay team knws that this will help them fulfill their gal f empwering small businesses t succeed. That s gd fr PrimePay and fr each f their clients! Takeaways Want t give LEAN a try? It s easy. Here are a cuple f simple suggestins yu can use t easily get started right away with value flwing: 1. Is yur team cnstantly chasing dwn missing infrmatin frm custmers? That causes delays fr custmers and wastes time fr yur team. Try creating a checklist f infrmatin needed right away that yu can send t custmers in advance f yur first meeting. That way everyne will knw what s needed upfrnt. 2. Ask yur team members what part f their wrk is hard t d. What makes them g arggghhh every time they have t d that part f their jb? Then have them brainstrm a few different ways t accmplish the utcme yur custmer needs. Try ut the ideas and see which wrks best PrimePay, LLC. All Rights Reserved 4

6 Take Advantage f PrimePay s LEAN Mdel At PrimePay, we believe in the pwer f small business. That s why we have invested int the LEAN mdel practice: T prvide the best client experience ever. This way, ur clients can fcus mre n what matters t them their business. Desn t that sund great? It can be true fr yur business t! Abut PrimePay Since 1986, PrimePay has been helping small businesses get time back in their day t fcus n what matters mst. This is pssible thrugh their payrll, HR, Time Clck and benefits admin services that help t ensure cmpliance and prvide exceptinal supprt during the emplyee lifecycle. Learn mre at PrimePay.cm. Abut Karyn Rss Karyn Rss is an experienced cnsultant, cach and lean practitiner. Using her Practical Creativity apprach, Karyn teaches rganizatins hw t use creativity cmbined with Tyta Way principles, practices and tls t make sure that every custmer receives exactly what they want, when they want it, right the first time. Wrking with Karyn t fcus n the means the hw and nt just the ends r the results yur team will learn hw t create and deliver the peak service experiences yur custmers want, nw and fr the lng-term. T learn mre, visit her website at PrimePay, LLC. All Rights Reserved 5