Role Work Item Target Yearend Volume Actual Volume per M

min
TMS - QC LGU @ Q1
Technical Support Staff (7) Check administrative completeness 45632 1521
of application > Counter-check
physical documents submitted based
on online registration > Print Letter
of Instruction

Administrative Support Staff (7) Encode in Building Permit System 41069 1369
Technical Evaluators - Architect application
Evaluate theonce confirmed
application 41069 1369
(3-5)
Technical Evaluators - Engineers Evaluate the application 287483 1369
(20-25)
Site Verifiers (12-15) Visit the actual site to check if site 32855 1095
Billing Staff (5) conforms
Assessment to of
thepermit
docs submitted
/ certificate 26284 876
City Building Official (1) fees
Review / Approve / Sign the permit / 26284 876
Releasing Staff (10) certificate
Release the order of payment and 26284 876
letter of instruction
Performs quality checks before 26284 876
releasing permit / certificates

Another example:

Receiver Receive application 2112 120

Processor process application 1320 85
Reviewer review application 1320 85
Approver approve application 1200 80
Actual Volume per Month % of Volume Rejected Actual Time Spent per Unit Total Actual Time Spent
ave max min ave max
@ Q2 @Q3-4 in mins in mins
3042 5324 10% 15 30 45 57040

2738 4791 0% 5 10 15 17112

2738 4791 20% 25 38 50 85560
2738 4791 20% 25 38 50 598923
2190 3833 20% 96 96 96 262840
1752 3066 0% 15 20 30 32855
1752 3066 0% 5 10 15 10952
1752 3066 0% 20 30 45 43807
1752 3066 0% 5 10 15 10952

180 200 60% 3 5 10 360

110 130 0% 30 60 120 2550
110 130 0% 5 15 45 425
100 120 10% 1 2 3 80
Ref Process Activity Who Where Duration of Activity
Actual Time Spent per Unit Cost % of Volume Rejected Customer pain points
Support needed / Improvement suggestions