Transcript

John L. Clark Jr.Sabio [email protected]

Deliverables• Project Charter•High Level Process Map• SIPOC• VOC (Voice of the Customer)• SWOT•Business Impact

•Cost Savings, Cost Avoidance, Intangibles (i.e. Improved Satisfaction)• COPQ (Cost of Poor Quality)

Project Name: Communication Improvements

Problem Statement: Inefficiencies with response to

escalated or priority communications which impacts customer satisfaction.

Goal Statement: Increase the satisfaction level of communication to 95% and above.

Initial Cost of Poor Quality Estimate:The current level of

communication is 87.50%. If communication level stays the same or drops the business can expect a %20 decrease in revenue.

Process Start : ◦Initially starts with an email submitted via website or a phone call which leads to a recurring delivery schedule and frequent communications (billing, product issues, etc.)

Process Stop: ◦The recurring delivery is indefinite which leads to frequent communications. The process stops if customer discontinues usage of services.

Team Members/Roles:

Chloe Velasquez, Owner John Clark

Project Schedule:◦ Define Phase◦ Measure Phase◦ Analyze Phase◦ Improve Phase

⚫Pilot Implementation◦ Control Phase

● 64 customers were surveyed via email● 24 customers responded to 2 questions ● 9 out of 24 customers provided input in the

suggestions for improvement box

Strengths: Overall customer satisfaction

Weaknesses: Lack of sufficient available cash flow, lack of administrative support, communication issues

Opportunities: Eventual merger of Sabio Springs and Pittsburgh Seltzer Works, increased clients and revenue

Threats: Increase in administrative and logistical tasks (billing, delivery, etc) that may create a sludge

● Improved Communication● One-time billing● Faster response time

Productivity Impact: $440.00 Materials, Equipment or Purchased

Services: $50.00 Revenue Impact: %20

Deliverables• Current State Process Map• Baseline Process Performance• Data Collection Plan• MSA • Data Collection• Capability Analysis• COPQ

● Key Process Output Variable:○Y1: (Total of 9 text written responses)○Customer Satisfaction (24 Respondents)

❏ How do you feel about the level of customer delivery service?

❏ 91.67%(22) Satisfied

❏ 4.17%(1) Indifferent

❏ 4.17%(1) NA

❏ How satisfied are you with the level of communication with Sabio Springs?

❏ 87.50%(21) Satisfied

❏ 12.50%(3) Indifferent

● Conducted an online survey using surveymonkey with 2 questions and 1 text response

● Used the analysis tools built into the survey to identify and analyze results

● Surveyed 100% of customers (64)● Received a 37.5% response (24)

Sabio Springs Survey Results

Key Process Output Variable Performance◦ Y DPMO = 135,687◦ Y Sigma Level = 2.6

Key Process Input Variables Identified as contributing to the undesirable Key Process Output Variable (Y):◦ X1: No administrative support◦ X2: Communication is forgotten or lost◦ X3: Lack of 24 hour turnaround for responding

to issues◦ X4: Lack of centralized tool for reporting issues◦ X5: No prioritization or issue level on website

Use of Surveymonkey surveying 100% of customers (64)

Sabio Springs Survey Results

Deliverables• RCA (using appropriate tools)

•Pareto Chart•Fishbone Diagram•5 Whys

•FMEA• Statistical Analysis• COPQ

X1: No prioritization or issue level on website

X2: Broken social media links X3: “Contact us” website email broken

Symptom: Communications often fall through the cracks

1. Why? Website communication function isn’t working correctly

2. Why? Social media links loop back to company website instead of intended page

3. Why? No administrative support to assist or monitor communications

4. Why? Missing escalated or high level response option

5. Why? Lack of organization

Deliverables• Improve Solutions Recommendations•Affinity Diagram•Impact Effort Matrix• Future State Process Map• Pilot Project Implementation Plan• Post Implementation Results Validation & Capability•COPQ

● Brainstorming used to determine methods of improvement, used 5 Why’s to determine cause and effect

● Hire intern to assist with weekly delivery schedule communications

● Add prioritization levels on the “contact us” page

● Correct the infinite loop on the “contact us” page

● Correct all links to social media

Customer Correspondence

Sabio Receives

Intern Prioritizes

Communication Disbursed

Pilot Start Date: July 1, 2015 Pilot End Date: July 31 , 2015

Feedback Method to Improvement Users: Initiate test communications and website links check

☑ Insure all website links are in working order☑ Update website to include prioritization levels ☑ Train intern on communication procedures

☑ Follow up on improvement procedures and make adjustments as needed

Sabio Springs Survey Results

KPOV - Poor Communication

Baseline: 87.50%Improvement goal metric: 7.5%

Deliverables• Detailed Control Plan • Training Plan• Communication Plan• Capability Transfer Plan & Execution Documentation•COPQ

● The process owner will be responsible for implementing process improvements:

●Hiring communications intern●Updating website “contact us” section●Training drivers on responding to prioritized communications and following route sequence as communicated

Full Scale Implementation and Control Plan

Sabio Springs Survey Results

● As the project leader, the goal is to help facilitate the process of improvement. Goal can only be achieved if the process owner makes it a priority to improve. It must start from the top.

● Small businesses are good candidates for improvement, and yet; because they are small, wear many hats and have other issues to tend to which impedes improvement.

●What I will do differently is implement a vetting process before exerting too much energy into the DMAIC process.


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