Assessment of Processes for Conveyor Belt Approach

# Title

Description

A Client Contact

Client contact (direct contact) is defined as:

1.
direct voice communication with the client employee population
2.
non-routine operational activities should include the Ceridian involvement,
e.g. bonus runs and global issue resolution

B Interdependency /
Decouplable

Minimum client
employee contact &
relatively routine

More than minimum

Medium client
but less than medium employee contact &
client employee
somewhat routine
contact & relatively
routine

More than medium but Virtually all client

less than all client
employee contact &
employee contact &
non-routine
somewhat non-routine

How mutually supporting is the process with other Ceridian areas and/or Ceridian No interdependency &
sub contractors and is the nature of the inter-reliance via phone or e-mail
no TAT impact
immediate or can it lag 12 hours. Is there a lot of interaction over a quick period of
time

Minimum
interdependency &
relatively little TAT
impact

More than minimum

Medium
but less than medium interdependency &
interdependency &
TAT impact
TAT impact

More than medium but

less than completely
interdependent & fair
level of TAT impact

B Decouplable

How discreet is the process, is it a stand alone process, how easy is it to separate Stand alone process
the process vs. making the process more complex because of additional
without any changes
interaction by separating it

Stand alone process

with minor changes

Stand alone process Stand alone process Stand alone process

with more than minor with average changes with major changes
changes but less than
average changes

C Variation

How much does the process differ from customer to customer or period to period, No variation
do the steps in the process change; and how much of the process is impacted by
the customer's policy

Minimum variation

More than minimum

Average variation
but less than average
variation

D Stability

How consistent is the process over time, do we always get the same results, is it
reliable and is it repeatable; predictable results

Completely stable

More than average but Average stability

less than completely
stable

E Complexity

How complicated, convoluted, or multifaceted is the process

What level is the need for interpretation for the process

Not complex

Minimum complexity

More than minimum

Average complexity
but less than average
complexity

High complexity

Very high complexity

KT = Knowledge Transfer, how easy is it to transfer the knowledge, is it difficult to

explain and train the process, can it be clearly identified, described and explained

Extremely
straightforward &
simple KT

Straightforward &
simple KT

More than
straightforward but
less than average KT

Average KT

Difficult KT

Extremely difficult KT

G Documentation

How well is the process documented

Completely
documented at keystoke level

More documentation
available than not

Documented at the
Less documented
process level but not than documented
at the procedure level

No documentation
available

H Quality

How well does the process meet customer expectations, relative to accuracy &
responsiveness
What are the turnaround time requirements? Is it generally unplanned and urgent
or regular and more than immediately or same day, etc.
How dependent is the process on source documentation
Is the source documentation necessary for validation of accuracy or initial input
and how readily available is the documentation
Hard copy or soft copy available
Can the process be adapted to eliminate the need for documentation

Consistently exceeds
customer expectations
Always planned and
not urgent
No requirement for
source documentation

Often exceeds
customer expectations
Generally planned and
regular
Source documentation
required readily
available in soft copy

Documented at the
procedure level but
not at the process
level
Sometimes exceeds

Meets customer
expectations
Somewhat planned
and not regular
Source document
required, not readily
available in soft copy
but can be
transformed into soft
copy with average
amount of work OR
process can be
adapted to eliminate
the need for the
documentation

Does not meet

customer expectations
Always unplanned and
urgent / same day
Source documentation
required, hard copy
only and too
burdensome to
transform into soft
copy

KT

Cycle time

Source Documents

No Contact & very

routine

Not decouplable

More than average but Always varies

less than always
varies

More than minimum

Minimum stability
but less than average
stability

customer expectations
Generally planned and
somewhat regular
Source document
required, not readily
available in soft copy
but easy to transform
into soft copy OR
process can be easily
adapted to eliminate
the need for the
documentation

Completely
interdependent for
every task within the
process & significant
TAT impact

No stability

Minimally meets
customer expectations
Somewhat unplanned
and somewhat urgent
Source document
required, not readily
available in soft copy
will require a
significant amount of
work to transform into
soft copy OR with
significant amount of
work the process can
be adapted to
eliminate the need for
the documentation

K Compliance

Compliance Risk based on potential damage to Ceridian if process not performed N/A
accurately.

Somewhat complex
and/or some risk of
Not complex and/or little damages or minor
risk of damages
damages

Genuinely complex
Exceedingly complex
and/or risk of significant Very complex and/or risk and/or risk of large
damages
of significant damages
damages

What will be the impact of technology because of Software / Hardware upgrades.

Processing in the evening & planned outages during Genpact working hours.

Low Impact

Med-High Impact

IT Latency

No impact

0
Process Scoring
Color
Description

Score

Green
Yellow
Red

0 -- 23
24 -- 42
43 -- 70

310126235.xls

Go off-shore, ready now or mostly ready, prep is minimal

Wait, would require risk mitigation/ action plan
Do not offshore, not ready or may never be ready

Medium Impacty

14

Page 1 of 4

28

High Impact

42

Iveru=y High Constant Impact

56

70

Revised: February 9, 2007

Incorrectly indexed
Adj Eligible (listed)
Adj System denials (listed)
Card/CX8 [Flex MBI]
Term Clients - Run out
Term Clients - Non Run out
Escalate to SCA
Notepad
Grace Period
Adj System denials (not listed)
Duplicate check
Adj Eligible (not listed)
Phys. Statement (required)
Denial Letters
Data Enter
Return Denials (no further denial)
Term Clients - Need Denials
RNF
Special Handling
Auto claims
GNR
Illegible receipt
Archiving
Exceptions
Backend receipt
Return denial require second denial
FR
Appeals

0
0
0
0
0
0
0
0
0
0
0
0
1
2
0
1
2
1
1
2
1
0
0
2
0
3
2
2

0
0
0
0
0
0
0
0
0
0
0
0
1
1
1
0
4
4
2
4
4
5
5
4
5
0
4
4

0
0
0
0
0
0
2
2
0
0
3
3
2
3
4
3
2
3
3
3
3
3
3
3
3
4
4
4

0
0
0
0
0
0
0
0
1
2
1
2
0
0
3
2
1
2
1
2
2
3
3
3
3
4
3
3

0
1
1
1
2
2
1
2
3
2
2
2
3
3
3
3
4
4
5
4
4
5
5
4
5
4
5
5

0
0
0
0
0
0
0
0
0
1
0
1
1
0
1
1
1
2
1
0
2
3
3
3
3
4
3
3

Quality

Available Documentation

0
0
0
1
1
1
1
1
1
1
1
1
1
1
0
1
0
1
1
1
1
1
1
2
1
2
1
1

Compliance

Cycle time

Ease of Knowledge Transfer

Stability

Variation

Process Complexity

Interdep / Decoup

Process Category
Breakdown

Client Contact

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
3
1
1
1
1
1
1
1
1
1

2
3
3
2
2
2
2
2
2
3
2
3
3
4
4
5
4
2
3
4
3
2
2
2
4
4
4
4

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

Total Score

IT Latency

Source Documents

2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2

7
9
9
9
10
10
11
12
12
14
14
17
17
19
21
21
23
24
24
25
25
27
27
28
29
30
31
31
Activity

IT

Process Complexity

Criticality of Output

Decoupulable

Independent

Providing Insights &

Commentries

Interaction

Standardization

Analysis

Manual Effort

K
B

Total Score