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Commuter Services Citation Appeals

Facilities Services Lean Teams

Commuter Services Citation Appeals

Transportation Services (TS)

Problem

It currently can take an average of 56 days for the Citation Appeals process and the appeal rate is at 22%.

Goal

  • Reduce the Citation Appeals process to 20 days or less
  • Reduce the appeal rate to 16% or less

Team Launched:

April 2011

Leader

Kay Doherty

Members

Chris McDivit (TS)
Alif Asefa (TS)
Kay Doherty (TS)
Jose Gonzalez (TS)
Mike Klaczynski (TS)
Mark McKenzie (TS)
Nicole Robertson (TS)
Jennifer Warne (TS)
Troy Swanson (Campus Engineering & Operations)

Results

  • 90-day kaizen result: Reduced processing time from 56 days to 13.2 days. The average continues to drop (currently around 2-3 days)