City: A Structured Lean Deep Dive into the Current-State process of a City Council Scheme

The scope of the project was to identify weaknesses in current processes and develop ways of streamlining customer service procedures, delivering an improved set of processes for customer service staff. A structured deep dive into the current-state process was conducted using the Failure Modes and Effects Analysis (FMEA) Lean tool.  As the process was explored in depth several process challenges and weaknesses were pin pointed. Potential solutions to these weaknesses and challenges were identified and proposed to the organization for implementation.