Current State On average, 50% of call center employees incorrectly report their time on a bi-weekly basis.

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1 Job Aid Tamika T. Lawson EDUC603 May 17, 2013 Performance Gap Analysis Client Pepco provides electric service to residents of Maryland and the District of Columbia. Their mission is to provide both affordable and reliable service. Background Pepco has a strict time management policy in which it holds each individual employee responsible for the accuracy of their time being reported. With the current system, employees complete a paper time card and send it directly to payroll. Pepco is on the honor system, which does not require supervisors to sign off on completed time sheets. For better accuracy, Pepco believes their current policies and procedures are lacking important criteria. There has not been an audit system in place to ensure time has been recorded correctly. Method To properly analyze the current situation and future outcomes, it was decided to take one department within Pepco to analyze timecard submissions against actual hours worked. In addition, one of the two payroll specialist and the call center director will be brought on board. The call center director will be able to verify actual hours worked and the payroll specialist will be able to provide the employee timecard which was submitted for submission. Problem Statement With 52 customer service representatives, more than 50% make errors in reporting their time on a bi-weekly basis. This is a steady and ongoing issue which seems to have increased over the last 6 months. These errors cost Pepco money in labor costs. Current State On average, 50% of call center employees incorrectly report their time on a bi-weekly basis. Future State On average, 8% of call center employees incorrectly report their time on a bi-weekly basis. Delta There is a 42% delta between the future and current state. 1 Job Aid

2 Root Cause Analysis Problem Statement With 52 customer service representatives, more than 50% make errors in reporting their time on a bi-weekly basis. This is a steady and ongoing issue which seems to have increased over the last 6 months. These errors cost Pepco money in labor costs. Method To properly analyze the current situation and future outcomes, it was decided to take one department within Pepco to analyze timecard submissions against actual hours worked. In addition, one of the two payroll specialists and the call center director will be brought on board. The call center director will be able to verify actual hours worked and the payroll specialist will be able to provide the employee timecard which was submitted for submission. Physical Resources Findings: The company is lacking the use of computer software. There is a lack of technology utilization with time records. Everything is still being submitted on paper. Information Findings: There is no formal training on how to correctly complete the time card. In addition, there is not coaching provided to those who continuously make error on their time card. Structure and/or Process Findings: In utilizing paper time cards, it's an issue for payroll, maximizing clerical errors because the time card is not interpreted correctly. Motives Information Findings: The codes to record time change too often. There are codes for standard time, over time and each holiday has a different code to record the time. Wellness Findings: Lack of use of Findings: Because time cards employee assistance programs are not verified, employees to assist employees who may tend to intentionally be under financial stress. Thus incorrect time to defraud the causing employees to lie on company out of addition their time sheets. funds. 2 Job Aid

3 Front End Analysis Client Pepco provides electric service to residents of Maryland and the District of Columbia. Their mission is to provide both affordable and reliable service. Background Pepco has a strict time management policy in which it holds each individual employee responsible for the accuracy of their time being reported. With the current system, employees complete a paper time card and send it directly to payroll. Pepco is on the honor system, which does not require supervisors to sign off on completed time sheets. For better accuracy, Pepco believes their current policies and procedures are lacking important criteria. There has not been an audit system in place to ensure time has been recorded correctly. Method To properly analyze the current situation and future outcomes, it was decided to take one department within Pepco to analyze timecard submissions against actual hours worked. In addition, one of the two payroll specialists and the call center director will be brought on board. The call center director will be able to verify actual hours worked and the payroll specialist will be able to provide the employee timecard which was submitted for submission. Problem Statement With 52 customer service representatives, more than 50% make errors in reporting their time on a bi-weekly basis. This is a steady an ongoing issue which seems to have increased over the last 6 months. These errors cost Pepco money in labor costs. Current State On average, 50% of call center employees are incorrectly reporting their time on a bi-weekly basis. Future State It is the hope of Pepco that with training and development and implementing new policies and procedures, the error in time reporting within the call center is reduced to 8% on a bi-weekly basis. Delta There is a 42% delta between the future and current state. 3 Job Aid

4 Physical Resources Findings: The Company is lacking the use of computer software. There is a lack of technology utilization with time records. Everything is still being submitted on paper. The company needs to invest in up to date software (i.e. Microsoft 7 upgrading to Microsoft 8) The company needs to consult w/it to incorporate computerized time records Structure and/or Process Findings: In utilizing paper time cards, it's an issue for payroll, maximizing clerical errors because the time card is not interpreted correctly. The company needs to utilize a computerized time card system (i.e. Virtual TimeClock) The computerized time card system should have some sort of error system integrated into it (ADP) Information Findings: The codes to record time change too often. There are codes for standard time, over time and each holiday has a different code to record the time. The codes to record time should be more standardized Handouts should be given to employees with time codes Time codes should be available on the company intranet site for employee access Findings: There is no formal training on how to correctly complete the time card. In addition, there is not coaching provided to those who continuously make error on their time card. The company should include time card training in new hire orientation The company should provide annual time card training to current employees Supervisors should provide immediate feedback to employees when errors are made on their timecard 4 Job Aid

5 In cases where errors are made continuous in a year, the employee should be mandated for time card training quarterly. Motives Findings: Because time cards are not verified, employees tend to intentionally incorrect time to defraud the company out of addition funds. Wellness Every time card should be verified by immediate supervisors Employees who constantly make errors on their time card shall receive write ups to include: verbal warnings, written warnings and/or terminations Findings: Lack of use of employee assistance programs to assist employees who may be under financial stress. Thus causing employees to lie on their time sheets. Quarterly information sessions on employee assistance programs shall be held to give employees information and resources offered to assist employees All future job openings shall be posted internally on the company intranet before going on the external website to give current employees 1st choice at possible promotions If fraud is found on employee timesheet, the employee shall be required to pay the company back via payroll deduction 5 Job Aid

6 Training Needs Analysis Background Problem Statement from Front End Analysis: With 52 customer service representatives, more than 50% make errors in reporting their time on a bi-weekly basis. This is a steady an ongoing issue which seems to have increased over the last 6 months. These errors cost Pepco money in labor costs. Assumptions Pepco will invest in up to date software, updating to the latest version of Microsoft Windows Pepco will go from manual to computerized time reporting and/or records Pepco will use more standardized codes for reporting time Pepco will provide more training in time reporting Pepco will make authorization of time reported to be approved by upper management Analysis Plan A training needs analysis was conducted by Pepco by collecting data to help in determining the ongoing issue with time reporting. The analysis will determine the following: 1. What resources are available to assist employees with reporting time correctly? 2. What are the root causes for error reporting on timesheets? 3. What training and development practices does Pepco intend to implement in the future? 4. What are the rewards and/or reprimands for correct and incorrect time reporting? 6 Job Aid

7 To assist with answering these questions, a detailed research plan was developed. The following table represents the plan analysis that s includes inputs, purpose and method. INPUTS PURPOSE METHOD 1. Business processes on reporting time Determine guidelines and processes Questionnaire on timesheets for reporting time 2.Common causes for errors on Determine root causes for repeat Questionnaire timesheets errors 3. User guide for ADP Time and Detailed instructions on how to use Attendance Solutions ADP software Research 4. Cheat sheet for ADP software to include Give employees short cuts and tips to Questionnaire (frequent codes) using ADP Instruments Input #1: Questionnaire Business Processes on Reporting Time on Timesheets 1. What time interval is reported on timesheets? 2. When does time and a half apply? 3. When does double time apply? 4. When does night differential apply? Input #2: Questionnaire Common Causes for Errors on Timesheets 1. What are some of the factors you believe result in errors on your timesheet? 2. How often do you make mistakes on your timesheet monthly? 3. Describe your level of comfort with the business processes on timesheets? 4. How often do you have questions about completing your timesheet? Input #3: Research ADP software to generate a document that provides detailed instructions on how to effectively use the software. As a mid-sized business client with ADP, Pepco will compile comprehensive training material. Input #4: Questionnaire Cheat Sheet for Reporting Time 1. What are some of the commonly used reporting codes? 7 Job Aid

8 2. How often do you update your time sheet (daily, weekly, end of pay period) 3. What are the per diem amounts? 4. What are the mileage rates? Data Collections Summary Input 1: Questionnaire Business Processes on Reporting Time on Timesheets The results from the questionnaire show that most are unaware how to report time in the proper intervals. The most common mistake was: Most employees report their time in 30 minute intervals The results of this questionnaire will be reported as a contribution to the Business Processes Input 2: Questionnaire Common Causes for Errors on Timesheets The results from this questionnaire will assist in developing training material and teach employees: Where to find information about reporting your time Identifying errors Avoiding common mistakes on timesheets Management assistance in completing timesheets In completing the anonymous questionnaire, most employees stated they report their time incorrectly with intent due to no one else double checking the time sheet or requiring anytime of management approval for submission. Input 3: Research ADP software to generate a document that provides detailed instructions on how to effectively use the software. This document will be available to all employees on Pepco s company intranet website. This will be a quick resource for employees to have immediate access on how to use the ADP time reporting software. 8 Job Aid

9 Input 4: Questionnaire Cheat Sheet for Reporting Time The results from this questionnaire will be added to the Time Reporting cheat sheet in order to better assist employees for a quick reference guide. Some of the information included will be: Standard Pay (ST) Holiday Pay (HOL) Time and a half (TH1) Double time (DT) Dinner Per Diem ($25.00) Lunch Per Diem ($15.00) Findings Mileage -.55 cents per mile Reminder - *Update timesheet daily* After conducting the training needs analysis, there were several issues found. The employees at Pepco are limited in resources and training in reporting their time. After reviewing the questionnaires, it is determined the root causes for errors on the timesheets are: Paper timesheets Honor systems (No management approval required prior to submission of timesheets) Recommendations 1. Create a business process manual for time reporting. This manual will be provided to all employees and will provide all the resources and information with regards to timesheets and reporting time. 2. Create a cheat sheet to provide to all employees to have as a quick reference when completing time. 3. Implement utilization of ADP software, an electronic time reporting and management system. This will allow management to track employee attendance and time. In addition, this will allow employees timesheets to require approval before submission to payroll. 4. Implement training schedules in timesheet and time reporting. All new hires should be subject to mandatory training. Current employees should be provided annual training. Repeat offenders should be required to take quarterly training. 5. Create reprimand and/or reward system for employees who consisting report time correctly or incorrectly. 9 Job Aid

10 6. Create a step-by-step user guide on the operation of ADP. User guide should be available on Pepco s intranet for easy employee access. Learning Event Design Rationale Due to the consistent and increasing amount of errors made in time reporting, Pepco has chosen to implement the use of the time reporting software, ADP. Employees make constant errors in reporting their time due to the lack of computerized reporting and tracking mechanisms. As a result, these errors cost Pepco money. Course Description ADP at a Glance is a 1 hour, asynchronous, online course. Target Population The target population for this course is all employees of Pepco. Participant Prerequisites There are no prerequisites for this course. However, the participant should be a permanent employee of Pepco. Facilitator Prerequisites Facilitator should have no timesheet reporting issues. In addition, the facilitator should have received proper training in the ADP software. Course Structure The structure of this course will be delivered online in 2 modules and one assessment module. Total course time will be an hour. Course Agenda This will be a mandatory course for all Pepco employees. The 2 modules will be 25 minutes each. Both modules will include a short quiz at the end. There will be a brief Q&A session at the end which will last for about 10 minutes. Terminal Objectives 10 Job Aid

11 Given effective training in ADP software, the employee should be able to complete their timesheets, on a bi-weekly basis with 100% accuracy without error. At the end of this course, the employee should be able to: Report time on timesheets by established due dates Locate resources and information about reporting time Identify errors Avoid common mistakes How to obtain management assistance Use correct time reporting codes Evaluation Strategy Level 1 Upon completion of the course, each employee will be given a survey questionnaire. This questionnaire will ask questions relating to opinions of the employees regarding content, quality and personal experience. Level 2 At the end of each of the two modules, there will be a short quiz in order to test the mastery of the module. Level 3 Employee accuracy on timesheet will be determined at this level. Employee timesheets will be reviewed for accuracy on a monthly basis. Level 4 - Employees will have quarterly evaluations upon completion of the course. There will a survey/questionnaire submitted to evaluate how beneficial the course was and measure the statistics since the course. Deliverables Design plan Facilitator s guide Web page (ADP Software) Level 1 - Evaluation Forms Level 2 Quizzes 11 Job Aid

12 Evaluation Instruments Level 1 Upon completion of the course, each employee will be given a survey questionnaire. This questionnaire will ask questions relating to opinions of the employees regarding content, quality and personal experience. Level 2 At the end of each of the two modules, there will be a short quiz in order to test the mastery of the module Level 3 Employee accuracy on timesheet will be determined at this level. Employee timesheets will be reviewed for accuracy on a monthly basis. Level 4 Employees will have quarterly evaluations upon completion of the course. There will be a survey/questionnaire submitted to evaluate how beneficial the course was and measure the statistics since the course. Evaluation Level 1 (Questionnaire) 1. How do you rate the course overall (1 being the lowest, 10 being the highest)? 2. Was the content in the course easily understood? 3. Did you find the course material useful and/or helpful? 4. Did the instructor appear knowledgeable in the subject matter? 5. Where additional course materials helpful (books, handouts, etc.)? 6. How do you rate the instructor overall? 7. Would you recommend this course to others? Other information: Evaluation Level 2 (Quiz) Module 1: 1. When does the pay period start? 2. When are time sheets due? 3. Are you paid for breaks? 4. Are you paid for lunch? 12 Job Aid

13 5. Are you paid for holidays Module 2: 1. What is the time code for standard time? 2. What is the time code for holidays 3. What is the time code for overtime pay? 4. What is the time code for double time? 5. Who has to approve your time sheet for submission? Evaluation Level 3 (Monthly Review) 1. Evaluation at this level will occur when employee timesheets are reviewed for accuracy on a monthly basis. Evaluation Level 4 (Quarterly/Yearly Review) The quarterly/yearly review will utilize 4 random timesheets to analyze and score. Scores will be calculated and a yearly average will be calculated. Each correct answer worth 25%. 1. Timesheets submitted on time? 2. Proper time codes used? 3. Proper time/actual hours worked submitted? 4. Dates on timesheets are correct? 13 Job Aid