Ahmedabad RPO

Group 8
Process Flow Diagram of Current Process
Outgoing PPF
Incoming Verified PPF
Applicant = 235000
applications/year Obtain form & fill
Submission of Form
RPO Counter, Registered Agents, Speed-
Post Centre & Registered Post
Dispatched
3Mins 5Mins 3Mins 2Mins
4Mins 2Mins 2Mins 6Mins
5MIns
HOT = 3 min
TAT = 7 days
HOT = 2 min
TAT = 4 days
HOT = 3 min
TAT = 9 days
HOT = 5 min
TAT = 11 days
HOT = 2 min
TAT = 57 days
HOT = 2 min
TAT = 13 days
HOT = 4 min
TAT = 10 days
HOT = 5 min
TAT = 12 days
HOT = 6 min
TAT = 4 days
Takt time = 0.5 min per output
Value Stream Mapping


Bottleneck process is Writing which takes 6 min.

VAR = (Time taken by Value added service/Total time)*100
= [(37 + 180) min/(145 * 8 * 60) min ]*100
= 0.31%

From Table 6,
Percentage of passport applications issued = (126083/188906)*100
= 66.74%

From Table 2(b),
Growth rate in number of passport applications = 11.3%
Growth rate in issuance of passport applications = - 9.2%

TAT for passport application issuance = 145 days (Mean = 145 days , SD = 27.7 days)

Takt time = Net time available for work/Customer demand
= (250*8*60)/235000
= 0.5 min per output
Metrics

Problems in Existing Process
RPO has huge back log of 100,000 applications
The Police Verification Screening Report (PVSR) process is taking around 57 % of the
total time (151 days) for the issue of passport
Employees are characterised by low motivation and required substantial skill
upgradation
Both RPO and Police department are understaffed when compared with the passport
applications received
The customers are unhappy with the service offered by RPO and the police
There are no metrics to understand number of passports issued and its growth, what is
the turnaround time and error percentage in the issuance

Workforce Shortage
Activity Applications/person/day Applications/person Required Workforce

Detailed Scrutiny 160 40000 6
Scrutiny,Acceptance 96 24000 10
Detailed Scrutiny of travel agent 160 40000 6
Detailed Scrutiny of postal applications 100 25000 10
Dispatch of PPF 160 40000 6
Scanning of registration form 300 75000 4
Detailed entry 275 68750 4
PVSR entry 600 150000 2
Pasting and lamination 270 67500 4
Signing 300 75000 4
Writing 80 20000 12
Dispatch entry 480 120000 2
Indexing 125 31250 8
Linking 240 60000 4
Granting 300 75000 4
Objections 212 53000 5
Total 91
Existing Workforce 48
Shortage of workforce 43

Assuming 235000 applications per year
Assuming 250 working days in an year
Causes of Problems (Fish Bone Diagram)
1 - Organize around the outcomes, not Tasks
2 - Treat geographically dispersed resources as though they were centralized
3 - Put decision point where the work is performed and build control into the
process
Principles of Reengineering Applied
Process Redesign Option(s)
1 - Organize around the outcomes, not Tasks
An employee should be made responsible to oversee the complete process from receiving the
application to the final dispatch of passport to the citizen
Tasks should be clubbed as much as possible For eg. the same person can perform the tasks
from receiving the application to indexing it
How to Implement the Reengineering Options
2 - Treat geographically dispersed resources as though they were centralized
PVRS work is distributed geographically which takes a lot of time
Coordination between Police and RPO should be ensured at every level
Information sharing between the police department and RPO should be done online so that the
police department doesnt need to enter the same information into its record again
Any discrepancy in police verification should be informed to the concerned authority in RPO
immediately and the applicant should be intimated about it
If possible, the police department should maintain an online database of all persons with criminal
background which should be shared with the RPO. In such a scenario, police department would
not have to carry out the PVSR process separately
How to Implement the Reengineering Options
3 - Put decision point where the work is performed and build control into the process
The work done by PRO can be done by the person who verifies the documents himself
The person who scrutinizes the application should be the one who sends the notice to the
applicant regarding the problem
This will reduce the time wasted in the file moving from one department to another
How to Implement the Reengineering Options