Lean Process Flow Project at Wells Fargo Financial Proplanner Webinar September 6, 2007 Aaron Bruner

Introducing Wells Fargo Financial  WFF financing allows clients such as Slumberland to offer “12 Months No Interest and No Payments”  We maintain clients by funding and servicing their customers’ transactions We Provide Private Label Credit Card Services for Clients

Introducing the Document Storage Department  Centralized document storage operations in Des Moines  We process over 300,000 documents per month  Applications and sales slips are retained so that we have proof of a binding contract between us and the customer Wells Fargo Retailer Services in Des Moines

Document Retention - Process Overview  Dealers mail customer applications to our department  We image and then store documents for a specified period of time before destroying  Retrieve documents or images when requested Document Viewed as an Image on Intranet

Lean Process Workout was Necessary  Over 2 year backlog of files to be imaged  Imaging production was 45, ,000 documents per month vs. incoming volume of 300,000 per month  Quality rating poor as retrieval service levels were often over 14 days Thousands of Documents Ready to be Moved Off-site

 Build S.I.P.O.C. of document storage process  Develop value stream maps  Create detailed process flow chart  Record processing times and Balance Processes*  Analyze value add and non-value added tasks*  Roll-out new processes for Future State  Record productivity and retrieval summary Lean Workout Project Steps * ProBalance and Workplace Planner from Proplanner Used

S.I.P.O.C.

Customer Dealer / Client Operations Management i.e.: Control 10 Docs Requested / Day Mail Delivery3 -4 trips per day Fax \ Intranet Document Scan OPEN C\T Cap Avail Prep C\T Cap Avail File C\T Cap Avail SCAN C\T Cap Avail INDEX C\T Cap Avail File C\T Cap Avail Work Director Weekly Forecast Retrievals Estimate 7 Days 2 min 1 Hr 2 min 1 Day 2 min 7 Days 1 Sec 1 Hr 5 Min 1 Day 1 min 5 Day Value Stream Map – Beginning State 14 Days

Detailed Process Flow Chart

Balance Processes Develop Standard, Repeatable Work List. Record Average Process Times to Develop Rough Capacity

Documents processed per person per day was recorded over time to determine productivity range per shift. This was necessary to help balance processor tasks due to daily volume changes and variability which impacts takt time. MinimumMeanMaximum Open Mail Prepping Scanning Indexing Balance Processing Times

Load all Department Tasks into ProBalance Balance Processing Times

Look at Existing Balance of Tasks Among Stations Balance Processes

Review Station Summary During Balancing Process Balance Processes

Evaluate Processes On the Layout Workplace Planner to Calculate Non-Value Added Times

Analyze Non-Value Added Tasks Walk Path Diagram to Calculate Non-Value Added Times

Analyze Non-Value Added Tasks Lean Graph shows Percentage of Non Value Added Work

Compare Processes on Layout Alternatives Results and Reports Assist with the Layout Improvements

One Piece Flow – Beginning State

Layout – Beginning State Imaging Production Area

One Piece Flow – Future State

Layout – Future State New Imaging Production Cells

Adjust variable inputs to see number of FTE required to satisfy production plan. See how capacity handles incoming mail volume and reduces WIP. Develop Capacity Model

Customer Dealer / Client Operations Management i.e.: Control 10 Docs Requested / Day Mail Delivery3 -4 trips per day View Document on Intranet OPEN C\T Cap Avail Prep C\T Cap Avail SCAN C\T Cap Avail INDEX C\T Cap Avail File C\T Cap Avail Processing Cell Weekly Forecast Retrievals Estimate 7 Days 1 min 5 min.01 min 40 min.4 min.1 min.5 min 5 min1 Day Value Stream Map – Present State < 1 Day

Productivity Improvements Productivity Increased Over 6 Months

Retrieval Improvements Retrieval Percentage Increased Over 6 Months

Beginning StateProject DurationPost Project Several Million Documents on- site Organized and moved off site to secure storage Stored off-site in secure storage 2 Year Imaging Backlog Jan 1, 2003 and newer has been imaged 24 hr SLA from receipt of document to being available as an image on Intranet Project Productivity Summary Productivity Increase Will Help Quality of Retrievals

Beginning StateProject DurationPost Project Documents found on-site or at client Documents on- site, Intranet or at client All documents on Intranet Retrieval requests are manual Dept. finds most on Intranet and some manual Dept. finds all on Intranet – automated Approx 14 Day Service Level Approx 7 Day Service Level Immediate to under 1 Day Service Level Retrievals at 75% found 85% found > 97% found Document Retrieval Summary Quality of Retrieval Requests up Significantly

Proplanner Software Review ProBalance Workplace Planner