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Kittitas County <br />Board of County Commissioners <br />STUDY SESSION STAFF REPORT <br /> <br />Meeting Date: March 28, 2022 <br />Agenda Subject: Lean Kaizen Report <br />Submitted By: Jim Goeben, IT Director <br />Request Type: Value add (process improvement, business opportunity) <br />Recommended Action: Update only <br /> <br />Lean is a holistic approach to reduce unnecessary effort and increase value for the customer through <br />continuous process improvement. This is accomplished by standardizing processes for speed and <br />accuracy, freeing time to focus on exceptions and utilize creativity. Lean doesn't solve all problems; it's <br />about small value-add changes and continuous improvements over time. <br /> <br />IT began a kaizen October 19, 2021, using Lean tools and techniques to improve our service request <br />process and procedures. These are some of the initial improvements from that effort. <br /> <br />Unless otherwise noted, these improvements have no budget impact; they are process changes. <br /> <br />January 7, 2022, Implementation <br /> <br />Triage <br /> <br />Current state: All IT staff were responsible for ensuring service requests were triaged within 30 minutes <br />of submission, causing work disruption (waste) for all staff monitoring incoming requests. <br /> <br />Future state: Service Desk is responsible for triaging within 30 minutes. If they will be unavailable, they <br />will ask the Systems Administrator or someone else to cover while they are unavailable. <br /> <br />Adding the third service desk specialist was critical in streamlining the service desk processes. Staff at <br />the desk are less overwhelmed and will have time to be proactive and responsive to request for support. <br />This will help with staff retention. <br /> <br />Target April 14, 2022, Implementation <br /> <br />Requesting Help <br /> <br />Current state: Users requested help through service requests, emails, instant messages, phone calls, and <br />walk-ins. A non-standardized flow of work requests causes disruption to work (waste), untracked work,