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80% reduction in missing time across 450 fee earners

Through a combination of data cleansing, process re-engineering and policy reinforcement over a 9 month period, total missing time for the region was reduced by 80% and average time outstanding at month end by 70%.

Context

Missing time had been identified as a source of revenue leakage globally and I was brought into address this for the UK, which had 13,500+ hours outstanding across 450 fee earners.


Approach

I identified and resolved a number of interconnected issues over the course of ~6 months:

  • Leavers were not being processed in a timely manner

  • Subcontractors and secondees were not set up correctly

  • Missing time report was not available to those that needed it

  • Lack of ownership and escalation around missing time


Consequently I:

  • Resolved the leaver, subcontractor and secondee process issues with HR

  • Re-worked the missing time report to make it more user friendly and published this to PAs to be able to self-serve

  • Established the PA team leaders as responsible for clearing down missing time in each area

  • Revised the overall comms cascade from senior management

  • Refreshed the escalation path for repeat offenders


Impact

After 6 months:

  • Outstanding hours had reduced by 80%, from 13,500 to 2,900

  • Average time outstanding at month end reduced by 70%, from 3.2 days to 1.0 days, and

  • Revenue leakage attributable to missing time reduced by an estimated 80%


As a consequence of the changes, the UK was the only region to achieve compliance with the global time recording policy.


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Markham Consulting is a trading name of Red Robin Associates Ltd registered in England at Suite 5, 5th Floor, City Reach, 5 Greenwich View Place, London, E14 9NN. 

UK Company Registration Number: 10248071, UK VAT Registration: GB 461 8286 72

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