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[Music] you [Music] [Music] [Music] good morning name Bagnall delta-y I mean ma I own one tag ma opana Agha and welcome to the online learning session on business process streamlining for the public sector my name is Kate and I will be your moderator for today this is our second free webinar for our online course series in the productivity and quality training office of the development Academy of the Philippines we are very happy to have received more than 500 registrations for this course our participants are from various national line agencies GOC C's su C's LG use from Luzon Visayas and Mindanao and we are also glad to have participants from the private sector mavin de uma Kapoor and we hope you have an enriching and enjoyable time with us this morning registration is now officially closed and certificates of attendance will be issued to those who have filled out both the registration form and the evaluation form to be released at the end of this webinar so again welcome everyone and thank you for attending the webinar on business process streamlining so just a few reminders for this morning's webinar first of all for those who are on Cisco WebEx please make sure to always check if your mic is muted that way we can avoid unnecessary background noise as a precautionary measure all of your mics are muted by default so please don't touch the mics for now and second as we will not be featuring any of your videos in this session please turn off your videos to maximize the bandwidth of your connection again please turn off your videos to maximize the bandwidth of your connection and lastly should you have any questions at any point feel free to type them in on the chat box at the right panel of the screen if you are on youtube you can use the live chat box at the right-hand panel also of the screen and take note that there is a slight delay on our YouTube live cast but we will make sure to accommodate all of your questions this morning this webinar is actually a preview for our upcoming three-day intensive training course on business process streamlining for the public sector this will be on June 30 to July 2 2020 so we hope to see you there as well now before we start I would just like to share with you the objectives of this course so first this course aims to provide information on business process streamlining methodology second it also aims to obtain public sector advocacy for streamlining efforts and last but not least this webinar aims to identify the next steps for interested parties in business process streamlining and don't worry in order to help us help achieve these objectives we have with us a very competent streamlining expert so he is a senior project officer at the development academy of the Philippines with more than 35 years of experience and expertise in the field of process streamlining and other lean management concepts he finished his degree in industrial engineering at the University of the Philippines Diliman and took his Master in Business Administration at the same University also he finished a business management program at the Asian Institute of Management so he is none other than mr. Homer Alcorn so ladies and gentlemen let us please welcome mr. Homer Alcorn thank you very much - and like to welcome again everybody it's so nice to be with you once again I know that there are a lot of people here first off let's look at what streamlining is okay streamlining is increasing on agency's efficiency by simplifying tasks by reducing unnecessary steps and cutting waste okay and then we'll talk about two wastes in more detail but first of all I want to show you why it's so important okay there are several reasons if you look at the current situation now we need for example social distancing in the in the process of achieving social distancing we need fewer people on the line only so if your process takes long and the queue actually becomes long the distancing becomes a problem okay it's happening now it's happening now okay now the other reason is this it's very you can see this even on the reports this one how much backlog of the testing do you remember the figure quoted by voh last night 6000 plus okay if they have a shorter turnaround time then a clear data will be much better okay so in this slide it's so important that we it's not just for the deal which okay now let's first talk about the drivers for streamlining why should why should we do this nothing on the right side of the screen we have here a remember okay not streamline just for the sake of vvv now our objectives for from the DBM on the accept administered water 25 performance targets okay they still the target streamlining landing and first improvement of the agency's critical services so it is an objective or the public sector organization okay and we also have laws and legislation let's look at some of them first off is Republic Act 9:01 City which is the Philippine quad quality award Act of 2001 now the purpose of that is to promote organizational excellence in results and processes in government of course the best service is a faster service so we need to streamline Republic Act 69 71 ductility incentives Act of 1990 it promotes productivity in private and public sectors okay and lastly Republic at 11:03 - this is the ease of doing business and efficient government service delivery Act it is integrates with it the arta anti red tape act okay it promotes the efficient turnaround delivery of government services and prevent graph and shun and when we talk about turnaround delivery we are talking about stream lining now what's more there is to the heart of the Filipinos land and Bashan twenty twenty forty okay further this ambition twenty forty is a result of a survey conducted by NIDA I don't think so no not a Filipino what is in their hearts okay they want a clean and efficient government I remember that and our role in the public sector is to move to make that happen okay in this chart by looking at this and the middle a seamless service delivery to achieve seamless service delivery okay through quality improvement to productivity improvement and the outcome we are looking at the citizen centered innovative lean efficient effective and inclusive delivery of public goods and services and of course malessica or enhancing the social fabric or social institutions okay so let's go back to waste okay waste that we talked about in streamlining is not garbage okay it is anything okay anything else anything that adds cost to the product or service without adding value as perceived by the customer okay when you look at value we not only look at the the price okay we look at the the benefit that the citizen or the client will get out of our service so if it if it does not contribute to the enhancing of the service then it is a waste okay so that is waste now in our slide okay the a twists are summarized in this an acronym downtime Bo WN e IM e okay the first is d or defects okay efforts caused by the were scrapped incorrect information okay in the workplace we see misspelled names or words okay misspelled words or names wrongly sent messages okay and all of these things are more costly to correct okay the next letter is all or over production the production is more than needed before it is needed okay perhaps in the public sector we look at the reports that you do the extra reports extra copies of reports that no one reads okay that's a fraction that is waiting or wasted time waiting for the next step in the process waiting can occur on the client-side or on the side of the government employees okay let's we see them as people waiting in line people waiting for the train people waiting for the MRT it's happening nowadays people waiting for the results of the coffee denied in test it was waiting and then inside the offices inside the laboratories government laboratories or the offices okay we see piles of paper a waiting in the pile and okay that's waiting okay now the next is a non utilize toilet RN under it licensed people talents skills and knowledge okay this happens when people or employees are not empowered okay they also contribute to the waiting because they are waiting for top management or the supervisor whoever to make decisions okay decisions will be made at the lowest level possible okay and the next is transportation transportation is unnecessary movements of products and materials okay so move yeah in the public sector that's movement of documents from building to building is that sound familiar transporting people to inspect facilities now this happens as well to our clients will have to move their bodies from one building to the other okay and the next is inventory I have to pause here a while because wait for it this is the biggest this is the biggest waste you can find excess inventory of supplies and materials at on biggest the piles of waiting documents or processing on our desks okay perhaps the biggest okay next motions this is repetitive standing sitting working to process the items in may times have to move for one building to the other one - the other one floor to the other that's hard to do ok and because it's hard to do ok we delay ok gives us muscle pain ok and we call it unnecessary movements by people and lastly is extra processing it's very much related to overproduction more work or higher quality than is required by customer ok if the customer just wants something you just give him the right quality that you want there are times you want to make them so happy ok you don't have to you don't have to do that ok they might be irritated you give them so much higher quality ok so at this point ok let's let's just ask you a few questions first off can you give examples of these ways in your work area you can use a chalk chatbox in YouTube or in Cisco okay we'll give you a few seconds to think about it first thing first thing on your mind okay so thank you very much and now let's look at some what you call low-hanging fruit okay sometimes it's obvious what you need to do okay yeah when the dbm look at this streamlining thing you look at the transaction steps you can reduce that number of documents number of transaction costs signatures compliance costs and also dinner on time okay so that's what you need to do actually but not necessarily you know it's ugly it may be counterintuitive but I'll tell you what you may not believe me but you don't need to reduce transaction test steps you don't need to reduce the reception cross a number of documents or number of signatures to streamline it can be done it can be done without doing that and actually the problem if for reducing steps is this okay take notes the employees are threatened okay they will lose their jobs secondly if to reduce the number documents the signatures the supervisors and managers will be threatened okay if they're threatened it's so hard to get their cooperation okay so please remember that and it's time for it's time for a pop quiz okay I hope you enjoy this quiz okay here's the case identified the case the waste in scenario one in order to enroll in Wakanda State University you need to submit the registration form at the third floor of building a then you proceed to building B second floor for evaluation and down the first floor to have your classes included if slots are full you need to go back to building a to request to add slots once classes are encoded you can proceed to building C to page which wastes is this a it is ah okay so what do we have okay so I see your answers okay so let's look at the poll okay so okay so a lot of you said motion and a lot of you answered the no answer okay athle it's a combination of a lot of things really there's motion okay the sort of motion there's a lot also a lot of transporting documents okay so each one works with the other okay and now let's look at the next service other question after this okay the next scenario is in order to get to work mrs. Santos spends an hour queuing at the MRT Mondays are worse because the queuing time doubles when she is able to get on the train it takes another hour to get the word hey what is it ABCD 30 seconds okay so the pole sanded okay so what we have here answer is but then what's your answer okay waiting okay and let's look at the poll and the side okay so a lot of people answer the waiting and that is the correct answer okay ha okay so Maddalena no I think do you feel confident I can identify waste and do streamlining okay so let's continue now on the board are the tools that we use for streamlining now you will notice that if you're going to lean management these are the same tools which are used for lean management okay so this is time and motion study 5s fishbone AC comma five why's the sipoc diagram workflow the pensive dependency diagram the swimlane analysis standard operating procedures and low charts now I subdivided the the tools into two now this one's our general tools to solve the problem these ones are very specific to streamlining these three tools okay the first is the one-piece flow the second is a SMED or single minute exchange dye or quick changeover and the third is the value stream mapping okay so let's look at it one by one okay now the goal okay yeah this is very important the goal of streamlining is one is low okay now you may not believe it but one piece flow actually occurs in government offices although we do probably ignore it if you can do it through every transaction you can happily be considered streamline now in this example we have workstation 1 2 & 3 these are the inputs and the outputs okay it goes like that in actuality I omit another diagram another point of view this one ok now on the upper parts this one okay this what actually happens okay from one workstation to another let's say it takes five minutes per piece and another five minutes per piece for the next station you know what happens the documents are bad stuff they are actually they don't wanna sit for unless you have a batch of one hour similarly with this one oh history soon why it comes out after two hours because of this inventory inventory waste okay now look at the time to fix per piece just takes five minutes per piece yeah it could come out after ten minutes okay that happened it's actually in real life you know we're in the senior Lane okay so if it's possible the senior Lane why not everybody why not everybody okay so that's the one piece flow if you have one piece flow you don't have to fire anyone you can make things fast you don't have to remove steps you don't have to remove signatures in it comes up very fast now the next tool is the Smith hopefully industry recalled it's single minute exchange if died it was adopted Berlin management has changed over time now I'm sure all of you encounter change over time especially when you are shifting templates okay the template may be a physical template or a template in the computer or an application where you change okay that takes time okay that takes time shifting for example windows your application it takes time shifting from one database to another database it takes time okay I recall that the change over time now we need to reduce that because if it's done online okay if you're working and you stop to do it okay it will take a lot of time time which is waste okay non value-adding time changeover okay now if you look at this chart it is a common practice in industry and the government how to reduce men okay now the basic idea here is to identify which steps can be done off line in other words what can you do outside of your regular working area our working time okay so we do that you have to stop okay so these are 1 1 of that separation and the other is simplifying or standardizing the steps ok and to give you a very good example a very good example this is changing a tire ok if you're in a motor pool and you have to change the tire I love the shirt driver take to change your tire you'll be delayed in your trip ok now it will take him on the average 15 to 20 minutes to change a tire okay if you are so prepared to change a tire now in a car race you can actually do it in one second okay it's done in the Indianapolis 500 no and the car is okay Daytona if you look at him Fox Sports you can see it being done changing tires in one second okay and the third t ol we like to show you today is the value stream mapping or DSM okay some people call it material information flow now the value stream map is a very simple example okay it can be more complicated but it shows you how the information is passed from the customer to the organization and to the supplier and from the process to the other okay we have with a customer the supplier the process s these are the processes okay and the bottom line here is the timeline of the process weight process weight process weight process with process now a value stream map is very useful in identifying where the wastes are know where the downtime is okay that's called VSM and shorts okay now show you a very illustrative on the lake illustration now this is very very important to give us a good concept of what working progress or inventory does to our process and response time now why do why do we have a lot of work in progress in many organizations okay now the main reason for that is that I see it is like water it hides the waste in this lake of the stretch one you see we have your water and a boat okay this represents our operations the boats and the water the inventory okay or the work in progress at the bottom of the lake are the rocks and the rocks represent our waste overproduction waiting transportation defects motion inventory over processing and unused creativity okay the inventory hides all this waste and our response time for turnaround time is very long okay now what we need to do our objective is to actually reduce its inventory until we have one piece load if you reduce the inventory what happens okay we are stymied by this rocks okay you can do what you want to do you are still slow because of these rocks okay now in this analogy this what we will do in order to implement streamlining so let's take a look at this chart now this is the sequence we have our continual improvement methodology okay first of course you need to create identify the people who will work on this a project team called perhaps tax horse or a committee okay and then their work the first step is to number to reduce inventory or work in progress to a practical level okay that level they can work on when we reduce the inventory of documents and papers and everything okay you will expose the rocks okay when you expose the rocks you will identify which items to prioritize perhaps it's the big graph of motions big graph of transportation okay yeah so when you have identified it we use a proper tool to really eliminate the waste okay now the tools that we use there are the same tools we have I mentioned or linen management or Industrial Engineering industrial engineering tools which can eliminate these wastes okay perhaps not eliminate you can reduce the waste okay and then you check if your methodology for reduction or elimination please if it's effective or not if it is effective the next step is to standardize it standardize okay the negotiation is important and then after you standardize it you go back to number two okay go back here reduce inventory some more so that you can expose some more rocks okay yeah so isn't it simple it's not that simple actually after you get into a lot of things personalities because of this now let's have another pop quiz okay you've enjoyed this the sense of that of Wakanda is streamlining their processes from our efficient service delivery they found value stream mapping as an effective tool to eliminate wastes okay after they studied ice their processes what should be the next step for them to take okay so you have 30 seconds okay so the poll has ended okay you have your answers already okay so the answer is go back to reducing inventory or working progress now the question is when do you stop or you don't stop you don't stop until you have a one piece flow don't stop until you get close to a one piece flow okay now it may take you years to do that now in my in-depth my former work it's almost ten years to get it done one piece that can be done through inventive efforts okay now let me end this webinar by quoting Edward Deming 85% of the reasons for failure are deficiencies and the systems and processes rather that the employee the role of management is to change the process rather than badgering individuals to do better ok so this we thank you very much thank you very much for the informative lectures or Homer so we have learned today the definition of process streamlining which is increasing an agency's efficiency by cutting wastes and we also identified the eight types of wastes and some tools and techniques on how to address them so if you have any questions feel free to type them at the chat box at the right panel of the screen if you are on youtube you can also ask questions by typing them at the live chat panel and may I remind everyone again to please switch off your mic or mute your mic so that we can avoid unnecessary background noise so we've already received some questions earlier on YouTube we have a question from FMS management division it's short questions or homers so the question is how about waiting for an elevator is it also considered a delay or a waste okay thank you very much for that question that's a very good question of course yes delay in the elevator it is it is a waiting okay it has to do with the building layout okay okay it's part of walking and transporting and moving documents around you need to do something about it although the elevator already make sure transporting fast okay it is waiting for the elevator and riding an elevator is a waste okay it's going to be still reduced thank you thank you thank you for your answers or Homer and we also have a few questions sent via Cisco WebEx we have a question from P do the question is any idea on how to ensure that employees talents skills and knowledge are maximized and fully utilized sir Homer okay so thank you very much for that question that's a very good question I like it in usually in organizations the management or supervisors do not want to empower their people to make decisions especially in government and it's possible now afraid solano okay but if you look at you in the CIA and have you ever tried to move a million pesos through the telephone through a call agent they can actually do that in one stage in my life was able to move that because the call center agent was empowered to move the money okay in Gorbaty we can also empower people to do some things enough so that they can be done right there and then we're done ona for the employees to make decisions now in some local government units the the employers are actually empowered okay when they are empowered the turnaround time is fast okay I'm not gonna name names but there's an LG I know the supervisors always walking around so that decisions can be made okay and if it's not there they always put an OIC in charge okay and Louis it's not there they're given responsibilities okay the criteria for making decisions is given to them well but the criteria is clear you can empower the people to make the decisions themselves and the further this no no this answer I like point out that if you are an ISO certified organization one of the requirements in Clause 4 is to have the criteria clear okay if you can identify your criteria for decision-making and actually empower the people to make the decisions themselves okay so thank you very much thank you sir Homer and we also have a question from mr. Christian no blaze' the question is business process streamlining is recommended to adopt with changes brought about by this pandemic will the citizens charter of each agency need to be amended in accordance to the business process streamlining their home okay that's a very very relevant question and the answers are where the answer is a resounding yes the citizens charter is actually a living document okay I usually emphasize this in my quality management training okay because the best because conditions change you need to change also things usually you the city's Charter values or the promises thereof we are improving because of automation computers things like that right now if you notice in the public schools they're trying to automate the registration okay and when they are automating the system of registration and that will become faster okay and this thing about the registration it needs to be reflected also in the Charter yes especially this if this is the new normal then the requirements must be present there okay now if you look at your own charter now what what I'm saying is that it's a living document because it happily changes okay and which yeah it adapts to whatever situation we are in so we can manage the expectation of our citizen okay thank you very much thank you for the very clear answers your homework and the question from Miss Ivy how do we reduce inventory when it is demand driven so Homer okay now equity inventory is not a great demand driven that's the misconception that if you demand assign it high inventory if demand is high you need to produce faster you need to respond faster not increase your inventory and the inventories of supplies materials can also be arranged in such a way that they are delivered daily okay so I suppose you have a demand of 320 reams of paper a day they don't have to stop one month's worth in your warehouse what you need to do is ask the supplier to deliver twenty dreams per day no no no so it can be done by arrangement oh no no I'm I'm sure that you're talking about the the button or the purchasing from our a 9184 okay thus it permits something like that okay now I've been asked this question lots of time starts now you know the reason why we are stopped stuffing a lot of things in the warehouse the main reason is that the this and awards committee is slow it meets every month or every two weeks start it makes the procurement process 90 days and because they don't meet ok I know a back member client who told me that very simple you know Stabenow if we can just meet every day the procurement process can be shortened to one one week ok I don't know how true that is but they constructed so are they constructed a value stream map of the procurement process ok the current process was 90 days ok and they when they try to shift inventory try to analyze it where the things go wrong was now point out that the problem must admission Awards okay with being water minute every every week so they made it one month and I know our back would thus never wanna meet at all ok they pass a paper set up now but the point is so it's it's the procurement time which tends to make our procurement our inventory longer adjusting to the slow response of the department okay so when you demand is high also the other thing has to look like the shore system capacity the system capacity may not be able to it's not matched with a demand when your capacity is matched with a demand there should be no inventory the advantage piling up only because there are too many people coming to what you can do in the eight hours we have to extend some time okay so the response time becomes longer so you you have to take a look at these two things not the procurement need time make up the system capacity whether it is matched with the afterworld demands if you're a government agency it's very I think it's very simple to predict demand it's not it's not like a commercial you're upsetting something I feel sure for example registering miracles you know how many vehicles they are okay so you know how many is coming you cannot be predicted okay I mean the citizens are going for this so you know if I predict you in the public sector many times but not all the time okay not all the time if it is predictable to a certain extent can actually plan your inventory and plan your capacity so that the inventory will not build up okay so thank you very much thank you for the very elaborate answers or Homer and speaking of procurement we have a related question it's also relating to the bids process the question is how can the LGU improve its services without compromising our a nine one eight four especially on the bid process so this question was raised on YouTube so any answers are Homer okay so thank you very much this question is passed all the time I mean when we are in steamed lining I mean I we do okay let's see usually the longest no it's not happily it's not ugly procurement is rapidly taking long and okay there's an agency I know let's tell the story the procurement was very long because the BAC ordered BAP does not want to meet they want to meet once a month okay and the mental bidding yourself to wait the next month okay when they were able to look at the purchasing department they forced them look at the value stream map and you can see from the map that they were at fault they were the ones who are making it long because they don't want to meet less than more than one time per month okay now when they look at that they just made a decision so let's meet every week okay happily if the business awards committee meets every week the amount of paper that people will be handing is actually less and the throughput time is a fully shorter and let me reiterate a member of the back told me once that if they can meet every day in shorter shorter the procurement time to actually one week okay now the procurement or that even 84 is a very big challenge now there are other things which the DBM has made you may not perhaps like it but the DBMS a warehouse called feel chips and because of that they do the bidding so whatever you get from there you can you can get a very low price and a very short lead time okay government is trying to go around find means to make procurement very fast process and actually if you look at it why doesn't the bits and awards committee meet every every week or every day okay and and and you know it's just it's not just the bits in the words now this one agency had I know in northern the son when he saw the value stream map when in streamlining said he look at it any opening in know he said I can actually shorten the throughput time but actually not leaving the office okay if I stayed the office in saying of the papers although all the permits and licenses can come out in less than an hour oh because it doesn't stay in the office the process takes long it piles up in his inbox okay but he doesn't have to stay in the office now we're saying is this enough to do that all you need to do is a point or empower empower people that nana till i started to make the decisions okay so thank you very much thank you sir homer we have a quick question from mr. eisah one pia the question is is business process streamlining similar to system analysis and design sir oh hey are you an industrial engineer okay i thought it's actually it's not the same but it is actually related related concepts now system analysis this air has to do with the information flow anywhere and if you look at it it's only one part of our value stream the upper part of our value stream is the upper part is the information flow in the bottom is materials ok materials okay so I think that thank you sir Homer and another question from Jeb Escalante how do you streamline or resolve processes in the government with documents passing through for supervisors before reaching the director I had set the dog out okay can you repeat so this is a question from Jeb Escalante the question is how do you streamline or resolve processes in government with documents passing through for supervisors who are reaching the director so this is more on the number of signatories for documents or Homer oh thank you very much when there are many supervisors or City Commission is available how could we it's against our principles no no no Yussef drug business not more than three signatures okay maximum yeah but we we need to just number of signatures okay now the best way to do it is to identify our acceptance criteria you know the number of signatures are rapidly multiplying because you have not identified clearly the criteria for accepting or rejecting applications okay if it is not clear it has to go through a lot of people okay who have to before I make decisions okay now the main idea here is to put them down and paper so that you can delegate it it should be clear to everyone how the deci ions are made okay now a lot of managers do not like to do this because they feel that if they give their criteria out they might lose their job as a manager okay now unfortunately however and if you look at you ISO standard nothing Plus 4.1 plus four no ISO standard you have to identify your criteria or decision-making okay once it is once this is clear you cannot put reduce the number of signatures so I hope that helps I think it helps most of the time thank you all right so we're actually almost towards the end of our webinar but we will accommodate one last question for the others whose questions were not addressed don't worry we will send you an email to answer your question sir whom are will respond by email just to make sure that all of your enquiries are answered so the one last question is actually related to I so after indication this is raised by mr. Peter Phillip Pettis or Pete's our organization is already ISO accredited if we find potential waste can we still reduce change and improve our process at our level or do we still have to consult again to our our ISO accreditation organization do they have to make another consultation Sir Homer okay so thank you very much now so after your streamed up let let me rephrase a question you after streamlining you need to get certified again okay so that's a question okay once you have streamlined your or change your processes or improve your process you do not need to get accredited again okay that's all you need to do is go through the process okay the process of changing the process okay the documentation needed you just have to go to that process documented properly according to the your ISO certified procedures okay and if it's documented according to the procedures that you have you don't need to get certified again yep just have to wait you're the next or did now what are what the auditor will do when he looks at your new system you see we look at your documentation and how it was changed was it changed according to the protocol stated in your changed procedure okay so that's what they're going to look at only whether you have changed it property documented it properly and have it approved properly you don't have to get certified again just or the change okay and for the same reason you're your citizens charter it's changed even without you know you can change your citizens charter and you don't have to get certified again okay because sure you're actually changing it according to the procedures if you do it properly the certifying body will just look at how you have changed okay I will document it properly okay so I hope it answers your question thank you very much thank you very much sir Homer actually we still have 21 more questions on queue and we're afraid that we will not be able to answer every one but again don't worry we'll we'll be sending you one email just to make sure that your queries are answered and that ends our online learning session for today we hope you can join us in the all training course on business process streamlining for the public sector on June 30 to July 2 2020 the course fee is eight thousand four hundred pesos per person but we are giving a 10% early bird discount to those who will register before June 15 we are also holding another free webinar this coming June 24 it will be an online orientation an ISO 9001 2015 quality management system please follow our official DAP Facebook page to receive updates on our online courses so in behalf of the development Academy of the Philippines sir humor and I would like to thank every one of you for attending the free webinar on business process streamlining for the public sector maraming salamat po have a great day and stay safe get [Music] [Music] [Music] [Music] [Music] [Music] [Music] [Music] [Music] you [Music] [Music] [Music] [Music] [Music] [Music] [Music] [Music] [Music] [Music] [Music] [Music] you [Music] you [Music] you you [Music] [Music] [Music] you