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KURE FOR GOVERNMENT OPTIMIZATION:
Reduce Rebate Cycle Time

Here’s how Kure guides teams to optimize processes. In this example, a Process Optimization Team within a government agency uses Kure to reduce the cycle time to process rebate applications for the consumer’s purchase of a clean vehicle resulting in:

Reduced consumer complaints
Increased rebate volume processed
Reduced overtime
Increased staff satisfaction

68% Improvement in Rebate CycleTime

Step 1: What’s My Opportunity?

Clarify what optimizing the process will accomplish

The agency was experiencing high volumes of rebate applications. The time to process and approve rebates was taking an excessive amount of time leading to consumer complaints. Staff was required to work overtime in order to keep up with the volume. A process improvement team was formed consisting of staff and management of the rebate program.

Kure set the project up for success by clarifying their problem and goal, then automatically created their Project Charter, Plan and Timeline. It was taking over 120 days to process a rebate application. The goal was to reduce this to less than 60 days.

“It was taking over 120 days to process a rebate application. The goal was to reduce this to less than 60 days.”

Step 2: What’s My Process?

Explore the steps by which the work gets done and find opportunities

The team was guided to map out their current process, looking for opportunities for improvement and collect data on performance using Kure’s As-Is Map and Data Collection Tools.

Kure enabled the team to establish the performance baseline, confirming that the current process was taking 121 days and getting worse. Kure’s AI, which includes Anomaly Detection, helped uncover issues that could lead to improvement, like:

Waste associated with transitioning applications into the agency's CRM software
Backlog of applications early in the process
Complex, multi-level decision making and approval process
Multiple handoffs between role
Passing data between multiple spreadsheets and applications

Step 3: What’s Causing My Problem?

Identify one or more actionable items producing the undesired effect

Using Kure’s Fishbone Diagram and 5 Whys, the team identified several root causes to the long cycle time including:

Application data spread across multiple spreadsheets
Using multiple spreadsheets to determine queue order
Applications process as received which conflicted with when applicants submitted supporting documents
Excessive handoffs and levels of approval
Limited ability to validate information, such as address, vehicle information, etc.
Short-staffed and temporary staff added irregularly, requiring lots of training

Step 4: What’s My Solution?

Implement specific solutions to make the problem go away

Focusing on the root causes, the team generated, evaluated and implemented the best solutions using Kure’s Solution Selection Matrix which helped them visualize their options:

Eliminated manual spreadsheets to manage queue and use CRM to determine processing order
Cross-trained staff on multiple functions in order to speed up processing
Streamlined the intake process for applications allowing more to processed at a time
Reduced handoffs and streamlined the approval process

After implementing these solutions, the rebate cycle time was reduced from 121 days to 39 days (68% improvement), exceeding the goal. Also, the rebates processed per hour increased by 141%. Staff satisfaction increased with the reduction of consumer complaints and processing complexity.

Kure automatically generates this documentation alongside a Project Summary so the project team was able to easily communicate and celebrate their success — helping them efficiently transfer and scale their success throughout the agency.

“After implementing these solutions, the rebate cycle time was reduced from 121 days to 39 days (68% improvement), exceeding the goal. Also, the rebates processed per hour increased by 141%.”