INFORMATION PACKET #6 ATTACHMENT A An Interview with the Supervisor about the Distribution of Forms Team: We noticed in our study that 1 to 6 days elapsed between the mail room's date stamp and the time you distributed the forms to the clerks. Can you tell us about the process that you go through. Supervisor: Well, it's really quite simple. When I see the forms stacked on my desk, I go through them and sort them into four piles by type of request: current balance, changes, withdrawals, and close. Since there are two clerks, I then take half of each pile and give it to each clerk. Simple. Team: (confused) If it is as simple as that, then why does it take as many as 6 working days to do it? Supervisor: Well, you have to understand that I'm not always at my desk. I have meetings to attend and other issues to deal with. When I am at my desk, I often have other, more pressing things to do. I get around to sorting the work when I can. Team: Does that mean that the clerks are sitting idle? Supervisor: Oh, no. They have other job responsibilities associated with other benefits plans. Team: That's right, we leamed that earlier. But perhaps we are missing something here. (confused again) It seems that sorting is a fairly simple task that anyone could dothe mail room or processing clerks could do it themselves. Is there some reason why you do it? Confidential information, performance evaluation...? Supervisor: (after a long pause) I can't think of any special reason. I suppose I've always done the sorting. MULTI-TOOL EXERCISE YOU WILL BENEFIT GREATLY FROM THIS INFORMATION PACKET #6 Congratulations! This is the final Information Packet. Attached is the additional information that you requested. Review this new information carefully, consider it in the light of your previous analyses and theories, and answer the questions below. Questions and Action Items 1. What do you think are the causes of the failures to meet the goal of processing Savings Plan withdrawal requests in 10 days? 2. What are your preliminary recommendations for solutions