Understanding The Health Check: Phase 2: Computerised – Questions

Do you use physical paper files/folders to handle your work?

If you have not yet achieved Phase 2, the office will function based on written and or printed information, typically with folders and loose paper.
As you progress with Phase 2, your jobs will progressively be recorded, and progress tracked electronically using databases and electronic documents.
Achieving Phase 2 means that jobs information will be primarily accessed through a computer system rather than by the transfer of a paper file.

Do you use printed or handwritten cover sheets or task lists to pass work between departments?

Most jobs are routed using paper or other physical means
Most jobs are passed between departments using emails, spreadsheets, reports or similar
Almost all jobs are routed between departments using only a database system (not spreadsheets, not email)

If you have not achieved Phase 2, information will physically sit at workstations in the form of paper files and some of these files will get passed from person to person as work progresses.
- In some cases, the information will be duplicated.
As you progress with Phase 2, you will try to eliminate the need for passing physical copies of information and you will be getting more and more information transferred either by email or shared folders.
Achieving Phase 2 means that your job information is sent to you electronically rather than in physical files.
This information gets recorded in your system, rather than being recorded on paper and then later entered into your system.

Do jobs/orders arrive mostly via phone and email or through the system/online?

Most jobs arrive in our business by phone or email (and are printed out for action)
Many jobs arrive via electronic means and then they are entered into our system
Most jobs arrive in our system automatically, almost no data entry required

If you have not achieved Phase 2, you will have resources designated to answering phone calls/emails from customers, for clarifying and entering orders into your system by hand (human action required).
As you progress with Phase 2, your customer orders will reach you electronically rather than on an order sheet filled in by your sales reps.
Human action is still required to make sure the jobs/orders are recorded and acted on.
Achieving Phase 2 means that the need to have people entering and passing new job/order information will have been largely eliminated.
Jobs/orders arrive directly into your computer system.

Where do operators look when they need information: paperwork, system, or ask a colleague?

Mostly we check paperwork or ask each other when we need info about a job
Often, we can get job info directly from our computer system, without asking a person or consulting paperwork
We rarely have to ask a person; the job info in the computer system is live and up to date

If you have not achieved Phase 2, your people will generally rely on face-to-face communications and job sheets.
As you progress with Phase 2, your people will increasingly be able to find all the information they need from within your computer system.
If you have achieved Phase 2, you rarely have to rely on reading loose paperwork or talking to various colleagues to gain information about a job.
Instead, any information entered into a system can be accessed by anyone at any time..

Do you primarily use a pen or a keyboard to keep track of things?

We usually write things with a pen/pencil/etc.
Mostly we type information into a computer, we do use pen/paper to make notes or track short term information
We almost always type all job notes and information directly into a computer

If you have not achieved Phase 2, your people will be using different systems (coloured dots, Post-it notes rotated to different positions, folder locations on a desk, etc.) to keep track of job progress.
As you progress with Phase 2, the amount of paper in the office will decline as your people enter information directly into a computer rather than making notes and recording changes on paper.
Achieving Phase 2 means that your tracking system will be computerised, and data will be routinely entered in a consistent manner that everyone can interpret correctly.