Improving an Ordering Process

OVERVIEW
 

Industry:
Telecoms

Scenario:
A backlog of over 200 customer orders had built up over a period of time, causing delays to the provision of telephony services to residential customers. Greenlight was engaged to supporting delivery of changes for the Order Management Process Improvement project. This was delivered by leading and support change using Lean 6 Sigma DMAIC tools and techniques to understand, measure, analyse and prioritise changes to achieve the future process. 

Approach:
Using the DMAIC approach, the problems in each process stage were defined and reviewed, to identify the root causes and implement quick wins.
End to end process was then taken through detailed analysis in workshops with the stakeholders
Process performance data was reviewed and validated. Recommendations for improvement were accepted.
Supporting system workflows were redesigned.

Outcome:
Delivery of a new dashboard enabled the team to understand where the bottle necks were in the process.
Dashboard reporting requirements, a future process and system workflow requirements were agreed.
Quick wins included implementing process performance report to establish volumes and order status.
New equipment was delivered to staff to assist with managing order information and using the workflow.
Quality checklist was utilised to improve the information captured at the begining of the process to improve the quality of the information the team had available.  
Coaching on how to use DMAIC tools for future process improvements.


Key Business Benefits:

64% reduction in WIP for one process area.

Change Team members equipped with the skills to improve a process in the future.
 



Key Skills Used:

Project Management

Business Analysis

Lean Six Sigma

Process Mapping

Workshop Facilitation