With the Software (Long Term) Web forms to be used Case file on the CMS Recording of phone calls and meeting minutes done on the CMS Case status tracked on the CMS Without Software (Short Term) PDF fillable forms Paper based case file Manual recording of phone calls and meeting minutes Paper based case status tracking Conduct a feasibility study on case management software (CMS) best suitable for the union Create high-automation standard operating procedures (SOPs) that: Streamline Grievance and CCR intake process Incorporate the use of a case management software after software purchase Produce a tracking and scheduling tool for education session carried out by the union’s education staff NSNU services 6900 members by: Resolving Grievances Resolving Workload Issues (CCRs) Providing Education and Training Service processing is currently carried out manually and employs paper based forms. This leads to: Inconsistency in information intake process Unreliable case tracking and transfer methods PROCESS AUTOMATION & STANDARD OPERATING PROCEDURES Ahmed Rayyan | Amer Hussein | Arsalan Ali | Sudarsan Adhikari Client: The Nova Scotia Nurses’ Union PROBLEM BACKGROUND SUMMARY Department of Industrial Engineering OBJECTIVES DELIVERABLES Standard Operating Procedure for Grievances/ CCRs Tracking Tool for the Union’s Training Courses Modified Forms: PDF Fillable Forms for Grievances/CCRs Grievance Case Status Form Creation of New Forms: Phone Call Form Meeting Minutes Template 60% 20% 20% Percent of Problems Problems Identified SOPs Forms Tools TRACKING TOOL METHODOLOGY RESULTS • Based on Interviews • 46 Collective Agreements Process Mapping •87% Manual Data Recording •Inefficient Form Intake Root Cause Analysis •50% Non-Value Added Steps • Over Processing Waste Identification • Single Point of Entry •Dedicated Form Intake Center Benchmarking (Other Unions) •Market Research for CMS •Selected Software Based on graded criteria Software Feasibility Study + Member Local Executive LRA Collect Information Create Folder LRR Assign LRR LRA Submit Form 1 2 3 4 After LRR LRA Member Fax/Email Case Folder Printing Form Receptionist LRR Forward Forward Email Member Contact Member Handover Folder Create Folder Collect Information Print Out 1 2 3 4 5 6 7 Before Acronyms/Definitions LRA – Labour Relations Assistant LRR – Labour Relations Representative Local Executive – Union Representative at the Local Level Member – Registered Nurse, Licensed Practical Nurse or Nurse Practitioner