User Onboarding

A simple example of creating a value stream for IT support teams is in relation to User Onboarding. Since various teams are involved, the VSM follows the journey through the various dependencies focusing on a problem statement to solve inefficiencies.

1. Define the problem.

The onboarding procedure for new workers is inefficient, causing delays in system access, inadequate equipment delivery, and inconsistent communication between departments. This reduces employee productivity and increases support tickets linked to onboarding.

Team:

IT Service Desk: Manages onboarding inquiries and technical installations.

HR: Sets up onboarding workflows and conveys new hire requirements.

Procurement: Oversees equipment ordering and delivery.

Line Managers: Outline precise job criteria for new hires.

2. Scope and map the process.

Scope: Manage technical onboarding workflow, including request submission, equipment provisioning, and account setup.

Process Steps:

1. HR sends onboarding requests to IT.
2. IT checks request data and generates tickets.
3. Procurement orders equipment as needed.
4. IT creates user accounts and provides software access.
5. Equipment is delivered to the new employee.
6. IT confirms the employee's effective onboarding.

3. Collect data and create a timeline.

• Cycle Time Per Step:

- HR Request submission: 1 day.

- IT Ticket Creation Time: 2 hours

- Purchasing Equipment Order: three days.

- Account Setup Time: 4 hours

- Equipment Delivery: 5 days.

- Final validation: 1 day.

• Total lead time: around 10 days.

Timeline:

HR Submission -> IT Ticket -> Procurement -> Account Setup -> Delivery -> Validation

(1d) (2h) (3d) (4h) (5d) (1d)

4. Evaluate current state findings:

Dependencies: Equipment provisioning is subject to procurement lag times.

Bottlenecks

• Include long lead times for equipment delivery.
• Line managers' understanding of role-specific needs is unclear.
• Delays in HR submitting requests owing to missing information.

Pain points

• Include frequent follow-ups between HR, IT, and procurement.
• New hires are waiting days to acquire access to critical systems.

5. Create a future map.

Improvements:

• Create HR-to-IT tickets automatically using pre-defined onboarding templates.
• Create a standardized checklist of role-specific needs that line managers can distribute.
• Implement a just-in-time inventory system for commonly used equipment to reduce procurement delays.
• Use automated workflows to grant system access promptly upon ticket approval.
• Hold regular cross-departmental meetings to establish consistency and address reoccurring concerns.

Future Timeline:

HR Submission -> IT Ticket -> Inventory Check -> Account Setup -> Delivery -> Validation

(Same Day) (1h) (Same Day) (2h) (2d) (1d)

6. Set up a Future Map Monitoring System:

?Key Metrics:

• Reduce onboarding time to three days.
• The number of onboarding-related support tickets.
• Satisfaction levels among new employees.

Adjustments:

• Collect comments after each onboarding cycle to help improve workflows.
• Perform quarterly assessments of equipment inventory levels and role-specific templates.

Customer-Centric Approach:

• Ensure consistent contact with new hires throughout the process.
• Offer a self-service platform for tracking onboarding status.