Reduce HR Direct Payroll Cases

Project Description:

Problem Statement: From April through July 16,421 or 33% of the HR Direct calls are Payroll related. Of these calls, 21.8% (3,511) are Payroll Cases, requiring follow up with our associates to correct the problem Mean time to close a payroll case over this same time period was 5 days with a span of 0 to 59 days.

Goal Statement: Reduce Payroll Case defects to less than the SLA of 15%, while resolving all pay issues within 24 hours.

Start Date: July   End Date: November

Project Metrics

Sigma: Baseline: .79 Current: 1.38

DPMO: Baseline: 213,812 Current: 84,148

Cycle Time: Baseline: 4.2 days (0-56 day span) Current: 1.6 days (0-7 day span)

Project Benefits

Net Savings: $120,000

• Direct $ Savings:
  • $120,000 annually in mailing fees of paychecks
• Soft $ Savings:
  • $400,000 savings in loss productivity for employees
  • $877,000 savings in loss productivity for HR professionals
  • Reduction of frustration level; improved up-front processes morale; impact on customer service

Project Accomplishments

• Identified 4 vital X’s affecting Payroll Case volume
  • Time Recording
  • Taxes, W2, W4
  • Deductions
  • Direct Deposit
• Brainstormed and prioritized 20 improvement initiatives
• Improvements completed as of 11/30