Work Flow Analysis

A family support organization was requested by the federal government to take over a competitor that had repeatedly failed audits of its services and financial systems. After putting in their own management team to clean up the system, the OCC was asked to come in to do a work flow analysis. The complexities of moving applications for family funding through this system resulted in bottlenecks throughout the system but there was little agreement on the causes and corrections since there was plenty of blame to go around. The consultants used work logs and developed flow charts in discussion with the employees at every stage of the process. Our recommendations were largely in operation by the time we submitted the report since this was a highly cooperative and supportive organization motivated to make the system work better.