RNR Consulting, having completed a Workflow Analysis for the Recertification Department at the Cuyahoga Metropolitan Housing Authority (CMHA) in March 2006, had discovered and highlighted that the Recertification process was tightly related to the functions of the Quality Assurance and Property Management Departments. RNR Consulting was engaged to perform an assessment of the Recertification related Quality Assurance and Property Management activities and to identify the processes and documents which were not involved in the Recertification Process Workflow Analysis. Our approach included interviewing key personnel and shadowing all documents used throughout the processes as related to the Recertification Process.

The project included the development of: “As-Is” Functional Maps to highlight how the Quality Assurance and Property Management Departments interact and work with other CMHA Departments and with the County residents; a Performance Assessment Table illustrating the specific issues affecting the performance of the Quality Assurance and Property Management Departments; Document Shadowing Tables outlining the documents used throughout the processes. RNR Consulting also developed “As-Is” Process Maps for the following processes: Tenant Grievance Procedure, New Move In Errors Report, Weekly Tracking Log, Weekly Summary Report, Mid-Month Report, and Data Delinquency Report.

Based on the analysis of the above mentioned deliverables, RNR Consulting was able to identify the critical CMHA’s business activities and define process bottlenecks and redundancies and how effectively employees utilize technology in the execution of their job functions. Based on our findings we developed a Performance Assessment Table that illustrated the specific performance issues faced by the Quality Assurance and Property Management Departments. The issues were sub-categorized into Process Issues and Training Issues. Within the table, RNR Consulting provided information on the effect of each issue on the performance of the employees and the departments. The table also contained recommendations for each issue and action steps to show the sequence of initial steps that should be taken to address the situation. Finally, in order to allow CMHA to prioritize the implementation of the provided recommendations we provided a timeframe for implementation of each issue.