2013 Collections CI Assessment Action Item Survey

Tools

Select the FIVE items that you would most like to focus on this year based upon the opportunities and recommendations identified in the Collections’ CI reassessment survey.

	Develop methods to familiarize new employees with CI roadmap & Objectives.
	Further improve existing work flow standards to reflect actual practices and determine department best practice.
	Understand purpose of different CI tools and identify opportunities to apply to projects.
	Encourage additional application of basic CI tools in daily operations.
	Increase basic CI knowledge across Collections and implement ways to measure training effectiveness.
	Provide guidance how employees can successfully obtain new skills and capabilities and how roles and responsibilities can be expanded.
	Implement consistent standards for account reviews or other feedback mechanisms to support current state understanding.
	Utilize analysis tools on accounts not worked correctly or bad payment arrangements to prevent these abnormal conditions from recurring.
	Communicate the reason for process changes to employees so that the purpose is clearly understood up front.
	Incorporate standards for communication within the department.
	Further leverage trained CI resources within Collections.
	Identify employees interested in CI and develop infrastructure to support their development.
	Continue to increase the utilization of CI/Rev awards and recognition programs at all levels in the department.
	Implement a method to document and measure CI contributions.
	Establish clear CI vision and objectives with department & individual metrics
	Implement method for communicating CI journey, plan and progress
	Develop CI Development plans & share to role model CI with employees
	Increase basic CI knowledge across Collections & leverage across both locations
	Develop additional Collections CI knowledge resources
	Implement structured method for prioritizing, tracking, implementing improvement opportunities and assessing results.
	Increase cross location communication channels regarding CI
	Develop standards for coaching and performance feedback