Business
Process Transformation
Performance
Problem
The revenue accounting group in a large railroad
had tens of millions of dollars of uncollected revenue outstanding, much
of it over 90 days old, at the start of the project.
Simulated
Work Environment
We created and populated a training environment for the workflow-enabled revenue system with training scenarios for each role in the new work teams. The teams trained together, playing their new roles (including the team manager). Training scenarios called for processing routine, past-due, and non-routine waybills. Trainees used the system to research and process work, pass work onto other roles in the workflow, and queue work for special handling. The unit manager handled special situations and coached the team.
Results
This project caused uncollected revenues more than 90-days old to be reduced 75%, a cash flow increase of $40 million US. Through the simulated new environment, existing employees learned their jobs and their interactions with other roles in advance of the change. As a result, the employees and bargaining unit enthusiastically supported the changes.
We created and populated a training environment for the workflow-enabled revenue system with training scenarios for each role in the new work teams. The teams trained together, playing their new roles (including the team manager). Training scenarios called for processing routine, past-due, and non-routine waybills. Trainees used the system to research and process work, pass work onto other roles in the workflow, and queue work for special handling. The unit manager handled special situations and coached the team.
Results
This project caused uncollected revenues more than 90-days old to be reduced 75%, a cash flow increase of $40 million US. Through the simulated new environment, existing employees learned their jobs and their interactions with other roles in advance of the change. As a result, the employees and bargaining unit enthusiastically supported the changes.
Performance
Clinic Solution
Working with senior management, we applied a strategic
intervention:
- Organized and facilitated teams to redesign the business process
- Worked with management and information technology to customize the workflow software
- Led new work teams through a performance clinic with the new business environment using workflow-enabled software
- Conducted change workshops for management and employees