Continuous Improvement Story Cover Page The cover page is the title page Rapid Process Improvement Story Template O Graphics are optional This CI Story template is a tool for assisting you in preparing your stories. Please note CI Stories need to be customized for each situation and must be written in a manner that successfully tells your story. Please use this template as a guide as you develop a document that tells your story to others. Please refer to the Rapid Process Improvement workbook for more detail in what may be appropriate for your story. M = Items needed in all CI Stories O = Optional items

Introduction Reading the Rapid Process Improvement CI Story What is a Rapid Process Improvement Improvement Story? The Rapid Process Improvement Story is the documentation of work as it is performed in Healthy’s Rapid Process Improvement Process. The Rapid Process Improvement Story captures the thought process and the data of the team, or individual, as they analyze and reengineered the problem. What are the Rapid Process Improvement Steps? 1. Set Direction - In this step the purpose for the analysis is shown. Likely content would be the mission statement, project goals, project schedule and the performance indicator. These are found on the Team charter Form. Other possibilities are the View of the System, macro flow chart and the measures of success. 2. Understand Process - Here is where the Process Boundaries are established and the Process Map is created. A Baseline map is a visual description of the manner by which work is presently performed. Other possibilities for inclusion are key business & regulatory requirements, and high level issues & crosscutting themes that were identified. 3. Identify & Analyze Barriers - A critical success factor in the Rapid Process Improvement methodology is the identification of barriers. Barriers are anything that keep associates from optimizing their efforts as they relate to the project mission, and must be removed. Included items may be the barrier disposition matrix summary, updated high level issues & crosscutting themes, and a summary of recommended actions. 4. Identify, Test, & Select Solutions - Identifying innovative, lasting and cost effective solutions is key to having a long-term impact on the performance indicator. In this section provide a summary of the solutions that were selected for immediate implementation, those chosen for further work and those that were dropped from consideration. 5. Implement – A summary of the plans for implementation including the implementation plan summary, change management plan summary, and the review schedule 6. Ensure Results - This section contains the performance indicator or measure of success to evaluate the success of the implemented solution(s). Likely content would be the performance indicator, charts, and graphs. 7. Remaining Issues and Future Plans – In this section should be clear direction for all barriers that were targeted for long-term work as well as any other items that remain to be addressed. The plans of the team, as a team, are outlined. Page 1

Introduction Performance Indicator The Performance Indicator is the core of the Rapid Process Improvement process. It is usually a line graph of a process or outcome indicator that is regularly used to measure the ability of a work process to meet customer needs or expectations. The Performance Indicator must be something that can be counted and plotted on a line graph. A line graph is used as it depicts performance over time, thus allowing the identification of performance trends. The objective of the Rapid Process Improvement Process is to “Drive the Indicator” in the good direction. Barrier Identification & Analysis There are many contributing factors to most problems. Identifying Barriers is the process used to determine specific reasons that prevent associates from optimizing their efforts. The Matrix is utilized to insure all barriers are captured and to assist the team in determining duplicates and non actionable items. Ensure Results - This section contains the performance indicator to evaluate the success of the implemented solution(s). Likely content would be the performance indicator, charts, and graphs. Tampa Market 1995 through Good Reading the Rapid Process Improvement Improvement Story Page 2 BeforeAfterBeforeAfter Indicator Before/After

Suggested Items for Set Direction Page(s) Mission Statement * Team mission should be clear and understood by all. * Clearly defines/outlines what the team will accomplish. Goal * The targeted performance. * Targeted performance is established by Sponsor Performance Indicator Actual/Current Performance Target desired level of performance Gap the difference between present and desired level of performance Set Direction Page 3 M M M

Understand Process Baseline Map Page 4 Suggested Items for Understand Process Page(s) Process BoundariesBaseline Map Key Process and Outcome Indicators High Level Issues & crosscutting themes Systems Limitations Multiple handoffs Claims Inventory Cycle time Receive claim in CAS Claim Adjudicated M M M M M

Suggested Items for Barrier Identification and Resolution Page(s) Identify & Analyze Barriers Page 5 Summary of High Level Issues & Crosscutting Themes IssueAction (if any) Key Barrier Summary Key BarriersResolution receive written correspondence in Spanishprocess developed to have Spanish letters interpreted too many non value handoffs in workflow Reduced handoffs from 6 to 2 M O Summary of Recommended Actions Barrier/GroupBenefitRecommended ActionsCost O

New map of redesigned process Identify, Test & Select Solutions Page 6 Brief description of changes – cloud area changed Review Plan WhatWhen Who Have Leadership Team review proposed solutions Meet with sponsor weekly to review progress Include indicator in the weekly OIC meetings Review all progress & determine next steps Completed April 4 Ongoing until final sign off Begin May 23, ongoing September 15 Team Lead, Sponsor, OIC Team Lead, Sponsor OIC Entire Team, Sponsor M M O M Suggested Items for Identify, Test & Select Solutions

Implement Page 6 Review Plan WhatWhen Who Have Leadership Team review proposed solutions Meet with sponsor weekly to review progress Include indicator in the weekly OIC meetings Review all progress & determine next steps Completed April 4 Ongoing until final sign off Begin May 23, ongoing September 15 Team Lead, Sponsor, OIC Team Lead, Sponsor OIC Entire Team, Sponsor M M Change Management Plan Type of ChangeActions Required Delay in implementation Tools/forms change needed M Process change suggested Process indicator change Team Leader and Sponsor agree on change and new schedule If not financial impact team consensus required – plan for change impl. req’d Team Consensus and approval by all parties originally approving process Team, Sponsor, OIC approval required Suggested Items for Implement

Ensure Results Suggested Items for Ensure Results Implementation Date Target Actual Performance Performance Indicator of Before and After Results Next Steps * Remaining issues are addressed by the team. * Opportunities for replication have been identified and appropriate parties contacted. * Lessons learned have been identified and communicated. Results of the solutions are tracked on the same indicator that was used to identify the problem. Optional Page 7 M M

Remaining Issues and Future Plans Suggested Items for Remaining Issues and Future Plans Standardization & Replication Plans/Recommendations * Plan to standardize in the work unit * Opportunities for replication have been identified and appropriate parties contacted. * Lessons learned have been identified and communicated. Page 7 M Summary of Remaining Barriers/Groups Summary of Dropped Barriers/Groups Other Remaining Issues & Recommendations Recommendations for Team Future Plans Summary Matrix M