1. Risk Surveys Lean Six Sigma Storybook

2. So what is a Risk Survey?

3. Project Charter Problem Statement Anecdotal evidence suggested that the turnaround of Risk Surveys was up to; 10 months for new business, 12-18 months for renewals This was due to a substantial backlog.

4. Project Charter Project Goal: To reduce the completed Risk Survey Report cycle time and ensure that 90% are processed within the turnaround targets of 10 days for new business, 30 days for renewals and

5. Project Charter Project Constraints:. Project Scope: In Scope: All Risk Surveys Out of Scope: The Underwriting function Branch Processes

6. Process Map of the current process In Scope

7. Voice of Customer Matrix

8. Lean Six Sigma Fundamentals

9. Data Collection Plan

10. Baseline Data - Completed Surveys Time (Days) Taken to Complete Surveys Sept 2010 595 days or 20 months - The greatest time taken to complete a New Survey. Currently 97% defect rate Sept 2010 567 days or 19 months - The greatest time taken to complete a Re Survey. New Survey goal of 10 days is about here. Everything to the right of the red line is a defect. Re Survey goal of 30 days is about here. Everything to the right of the red line is a defect.

11. Value Stream Map of the Process

12. Lean Six Sigma Fundamentals

13. Potential Root Causes

14. Improvement Workshop

15. Lean Six Sigma Fundamentals

16. Survey Report Forms  The Risk Survey report forms have been modified. The new versions capture slightly less info than previously, but require 30% less time to produce.

17. Visual Controls Example of map showing outstanding requests from a 6 week period in the Auckland Area. Each Surveyor has a different colour

18. Visual Controls Map zoomed in on requests from East Auckland showing multiple requests allocated to different surveyors. These can now be allocated to just one surveyor, thus saving travel time and cost.

19. Lean Six Sigma Fundamentals

20. Controls – Risk Survey Dashboard The Dashboard is shared between the Risk Survey Team and Branches to allow better communication of Surveyor work in progress and resource availability

21. Controls – Results so far  Average time to complete surveys has fallen by 33% in last 4 months (based on sample timings taken in August ’10 vs timing taken in Dec ’10).  The Range has also decreased significantly Back in July 10 the range (highest minus lowest) was 4 ½ hours The range now is at 2 ½ hours The average completion time has fallen from here to here