Understanding The Health Check: Phase 3: Enterprise Integration – Questions

Do departments re-key information into the computer, or once it’s in it’s in?

Most departments have significant re-keying, and data entry errors are common
Some departments re-key data, and there are sometimes data entry errors
All data is keyed in only once, and then is automatically available to all departments that use it

If you have not achieved Phase 3, there will be more time and resources designated to rekeying information multiple times, and errors will be more frequent in the multiple re-entries.
As you progress with Phase 3, less and less data will be passed between departments on paper and then be rekeyed into the recipient’s computer system.
Achieving Phase 3 means that data will only need to be entered once, and your system will save that information so that it is available to all departments as needed.

Do you use any physical paperwork for supporting documentation?

We have some printed paperwork relating to supporting documents
Supporting documents are usually distributed by email or fax
We almost always scan/transfer supporting documents into our database system, where everyone can access the same copy

If you have not achieved Phase 3, your business utilises a mixture of physical and electronic documents, and things are lost or forgotten when information is not kept in the same place.
As you progress with Phase 3, supporting documents are captured and distributed electronically.
There is less and less reliance on the retention and sending of physical copies of information.
Achieving Phase 3 means that supporting documents are stored digitally, even if they started out as physical, and documents are kept together within one system.
There is no need for having both physical and the digital documents.

Does it take a long time to prepare/obtain performance reports or summary data?

Many reports and summaries require a lot of manual effort
Most reports are automated, and a few require significant human manipulation to prepare
Almost all reports are fully automated and available at the push of a button

If you have not achieved Phase 3, compiling data reports is time-consuming.
Data is stored across multiple systems and needs to be collected from multiple places.
- As a result, reporting requires a lot of human activity.
As you progress with Phase 3, more and more of your reports are automated.
- This reduces the need for repetitive manipulation of information by your people.
Achieving Phase 3 means that all data required for a report is stored in one place, quick to compile, and may even be automated.

Do you have printed Standard Operating Procedures?

We learn by experience, we don't really have documented SOPs
We have printed SOPs, and hopefully they are up to date and followed by most people
Our SOPs are available on the network, or in the system, for all operational staff

If you have not achieved Phase 3, your people treat each job/situation individually and there are inconsistencies in how different people, and sometimes the same person, go about their work.
As you progress with Phase 3, more and more SOPs are distributed to operators.
- It is not uncommon to experience versioning issues as operators either do not update or do not throw out outdated SOPs.
Achieving Phase 3 means that your standard operating procedures are always up-to-date and always accessible for everyone, and staff approach situations with a general, pre-planned knowledge of what to do.

When job information changes, in another department, how do you find out about it?

We email and phone each other, or pass handwritten notes, when job info changes
Some changes are communicated in the system, some by email/phone/notes
All data is keyed in only once, at the source of the change, and then is automatically available to all departments that use it

If you have not achieved Phase 3, information propagates with the jobs and changes play catch-up with the job information.
- Sometimes, this job change information is slow to reach the job and rework occurs, as a person has followed now out-of-date information.
As you progress with Phase 3, changing information is more and more propagated electronically, such that the job information is rapidly updated to reflect any changes.
- There is a mixture of electronic and paper-based information at people’s work centres.
Achieving Phase 3 means that data is entered into a system only once and is immediately available to those that need to access it, leaving little room for error or miscommunication,
- For example, if a job’s delivery date were to change. Information is widespread and accessible; the system stores it where it needs to be.