
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.