Project Overview

Two projects were completed to earn the Certificate in Lean Sixth Sigma Greenbelt. 

See below for an overview and description of each project.

Problems

• The current system didn't have the capabilities to meet customer requirements pertaining to Purchase Orders
• Service Specialists didn't have the ability to add a PO# accurately to the invoice at the time of service.
• Not informed when PO expires until Invoice is past due (increased Days Past Due)

Findings

• Days Past Due had increased
• customer disputes had increased
• man hours chasing PO#s increased.
• System not able to update PO and reissue invoices
• Product Sales could not be changed after invoice was created
• Customer complained of having to repeatedly submitting PO#s 
• Customer not having a dedicated place/email to remit PO documentation.

Recommendations Made & Improvements Made: 

• The team created an dedicated email address for PO submission. 
• Development to improve the system; including updating PO#s and reprinting invoices; making alerts on accounts to advise when PO numbers are required; and creating a "PO Burn" capability to calculate when a PO is about to run out of funds.
• Automated customer communication to alert when Blanket POs are about to expire.
• Service Specialists now have the capability to update/add PO#s to service invoices in the field.
• Holding/rejecting Product sales when the customer has a PO is requirement until a PO number is provided with the order request.

Problems

• Current benefit program not tracked/confirmed for eligibility
• Customers take advantage of program and misuse/abuse the program
• Field not responding to requests for approvals

Findings

• Customers have exceeded limits
• Customers received benefit reimbursements when they shouldn't have (disqualified)
• Customers falsifying information to obtain benefit
• Customers not following procedure to ensure they qualify for benefit

Recommendations Made & Improvements Made: 

• Tracking system created in PowerBi to ensure abuse is limited/prevented
• Field management provided explanation of what the benefit is, why we need their review and submit approval - QRGs created
• Electronic forms created for submission process to ensure all requirements are met and documents are included.
• Process documented and Procedure created and documented.
• QRGs created for internal and external use.