ARTA and Lean Six Sigma

3

What does ARTA mean?

3

Section 2 of the IRR of ARTA provides, : "The re-engineering process shall include a review for the purposes of streamlining the following:

Steps in providing the service;
Forms used;
Requirements;
Processing time; and
Fees and charges.

There shall also be a review of the location of the offices providing frontline services and directional signs to facilitate transactions."

3

____________ is the amount of time a client (taxpayer) takes to complete the process.

3

Lean Six Sigma for services focuses on improving the customer/client experience and service outcomes by addressing poor flow and excess waste and variation in the service delivery process.

3

Waste is anything that adds cost to the product while adding value at the same time.

3

The ___________ is an effective process mapping format that captures the voice of the customers and suppliers in the whole process chain. It defines the scope and boundaries of the process and aligns process with top level customer/client requirements.

3

____________ is any system where jobs or clients arrive looking for service and depart once service is provided.

3

Which among the following is a possible negative effect of queuing?

3

Based on last week's discussion, what is important to the Customer/Taxpayer?

3

Based on last week's discussion, what is important to the Service Provider?

3

Six SIgma is a philosophy which shortens the time between the customer order and the product shipment by eliminating waste

3

"Service pattern" refers to prioritization based on customer type.

3

The following are tips on how to manage the queues, except:

3

"One hundred percent utilization may sound good from the standpoint of resources being used to the maximum potential, but this could lead to poor service or performance" refers to

3

"As variability increases, then line congestion and wait times increase as well". This is according to the Curse of Inteded Consequence.

MOL for Day 1

ARTA and Lean Six Sigma

What does ARTA mean?

____________ is the amount of time a client (taxpayer) takes to complete the process.

Lean Six Sigma for services focuses on improving the customer/client experience and service outcomes by addressing poor flow and excess waste and variation in the service delivery process.

Waste is anything that adds cost to the product while adding value at the same time.

The ___________ is an effective process mapping format that captures the voice of the customers and suppliers in the whole process chain. It defines the scope and boundaries of the process and aligns process with top level customer/client requirements.

____________ is any system where jobs or clients arrive looking for service and depart once service is provided.

Which among the following is a possible negative effect of queuing?

Based on last week's discussion, what is important to the Customer/Taxpayer?

Based on last week's discussion, what is important to the Service Provider?

Six SIgma is a philosophy which shortens the time between the customer order and the product shipment by eliminating waste

"Service pattern" refers to prioritization based on customer type.

The following are tips on how to manage the queues, except:

"One hundred percent utilization may sound good from the standpoint of resources being used to the maximum potential, but this could lead to poor service or performance" refers to

"As variability increases, then line congestion and wait times increase as well". This is according to the Curse of Inteded Consequence.