bpe survey presentation
DESCRIPTION
Preliminary results of a Global Survey on Business Process Excellence. More than 800 comp;anies representedTRANSCRIPT
THE CURRENT STATE OF BUSINESS PROCESS EXCELLENCE:
PRELIMINARY RESULTS FOCUSED ON THE CUSTOMER EXPERIENCE
Reginald W. Goeke, Ph.D.Market Value Solutions
m
LSS & Process Improvement for Customer Experience Conference
March 23, 2010
2
Market Value Solutions MVS is a consulting group that focuses on the measurement and
management of customer value. Different from most consulting firms
MVS uses the VOC to quantify your firm’s current value propositions in your targeted markets
More than just a research firm Focus on the effective deployment of VOC to drive business
results Recognized thought leaders in customer value analysis and
management -- authors of : Dominating Markets with Value: Advances in Customer
Value Management – (2002) Value-Driven Channel Strategy: An Extension of Lean
Thinking (2005) Competing for Customers and Winning with Value (2006) Strategic Six Sigma for Champions (2006) Six Sigma Marketing: From Cutting Costs to Growing
Market Share (2009) Listening to the Voice of the Market (2009)
Subject matter experts in the area of Customer Value Management for the American Productivity and Quality Center the International Quality and Productivity Center the Institute for the Study of Business Markets the Maryland World Class Manufacturing Consortium
Companies That Have Deployed
Market Value SolutionsStrategically & Operationally
3
4
Topics We’ll CoverIn This Session
Objectives of the Global BPE Survey
Quick overview of how we did it
Who participated
Key success factors
A “Best Practice” model
Global BPE SurveyObjectives
How companies are using the Voice of the Customer (VOC) to identify improvement priorities
How companies are measuring the success of their Process Excellence initiatives, and
What types of new approaches are working particularly well.
Methodology
Personalized email invitations IQPC and MVS Links to web-based survey
Newsletter invitations Six Sigma and Process Excellence IQ
Drawing: 5 tickets to 11th Annual Process Excellence Summit and Awards London in April
Executive summary, if requested
Survey Participation (1)
835 Responses Representing a variety of BPE Roles
Across companies of all sizes
6%
30%
39%
10%
15%Process Owners
Belts
Managers/Di-rectors
Process Con-sultants
Other Roles
22%
14%
24%
40% < 50M
$51M - $100M
$100 - $999M
> $1B
Survey Participation (2)
Representing a variety of industries
70%
23%7%
Service Manufacturing Government
ServiceAdvertising/Marketing
Business/Consulting Services
Construction
Computers/Electronics
Distribution
Education/Research
Energy (Utilities)
Engineering
Environment
Financial Services
Food & Beverages
Healthcare
Hospitality (Travel/Lodging)
Insurance
Pharmaceutical/Biotechnology
Publishing/Media/Entertainment
Retail Services
Telecommunications
Textile/Apparel
Transportation
ManufacturingAutomotive
ChemicalsEnergy (Oil & Gas production/exploration)
Manufacturing - Industrial
Manufacturing - Consumer Goods
Mining/Minerals
Survey Participation (3)
From many different countries2%
21%
27%
7%4%
38%Africa
Asia/Pacific
Europe
Latin America
Middle East
North America
Types of BPE Deployments
Lean and/or Six Sigma Business Process Management Balanced Scorecard Business Process Re-engineering Total Quality Management Design for Six Sigma Six Sigma Marketing Hoshin Planning
77%74%67%64%52%42%31%22%
Whose “Voice” Determines Improvement Priorities
VOB: Voice of the Business – internal business stakeholders such as IT, accounting, and other internal personnel from internal departments, as well as dealers, brokers, and agents
VOC: Voice of the external Customer, or end user, who buys your products or services
VOM: Voice of the Market, which includes not only your current customers, but also the customers who buy your competitor’s products or services
52%
38%
10%
VOB
VOC
VOM
Impact of “Voices”on Program Success
BPE Program Success
Unsuccessful to Highly
Unsuccessful
Neutral Successful to Highly Successful
Source of Info for Priorities
VOB 5% 29% 65% 100%
VOC 5% 21% 74% 100%
VOM 7% 17% 76% 100%
Linkage of BPE Projectsto Competitive Business Strategies
18%
40%
41%
Little or No Linkage
Some Linkage
Strong, Explicit Linkage
Impact of Strategic Linkageon Program Success
BPE Program Success
Unsuccessful to Highly
Unsuccessful
Neutral Successful to Highly Successful
BPE/Strategy Linkage
Little to None 19% 33% 48% 100%
Some Linkage 5% 35% 60% 100%
Explicit Linkage 1% 12% 87% 100%
Correspondence Between Strategic Linkages and Influential “Voices”
Source of Info for Priorities
VOB (Voice of the Business)
VOC (Voice of the Customer)
VOM (Voice of the Market)
Total
BPE/Strategy Linkage
Little to None 62% 31% 8% 100%
Some Linkage 58% 33% 9% 100%
Explicit Linkage 42% 45% 13% 100%
Primary Purposeof BPE Initiatives
Decrease De-fects/
Cycle TimesReduce Costs
Increase Customer
SatisfactionIncrease
Customer Value
Increase Revenues/
Market ShareChange Culture
0%
5%
10%
15%
20%
25%
30%
11%
30%
20%
14%
6%
19%
Correspondence BetweenBPE Purpose and
Influential “Voices”
Source of Info for Priorities
VOB (Voice of the Business)
VOC (Voice of the Customer)
VOM (Voice of the Market)
Total
BPE Purpose
Costs, Defects, Cycle Times
72% 23% 5% 100%
Culture 58% 35% 7% 100%
Customer Sat, Value
27% 57% 17% 100%
Revenue, Mkt Share
29% 47% 24% 100%
THE EVOLUTIONof Six Sigma
And Business Process Excellence
19
6s – Gen 1
Defect Reduction
Mid- ’80s
Motorola
Customer
Satisfaction
Defect reduction is a good thing!
20
6s – Gen 2
Cost cutting
Mid -90s
GE
Internal Focus
But are you cutting the right costs?
21
6s – Gen 3
Shift from emphasis on cost cutting to revenue generation and market share Requires a focus on value creation and delivery
Value from the perspective of targeted customer groups
Value from the perspective of channels of distribution
Requires shifting from an internal focus to an external focus This is the role and expertise of marketing
Requires: Modifying the DMAIC process of Six Sigma Adding PROCESS to the traditional 4 Ps of marketing
Why Value?
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Value =
Product/ServiceOffering
ProductFeatures Product
Reliability
ProductDurability
CustomerService/Support
ProblemResolution
ProcessEffectiveness Service
Efficiency
• Worth it?• Justifiable price relative to product
performance• Delivering best value in the industry• Providing best productivity for the
money
Channel Partners(e.g., Dealers, Brokers)
Sales/ServiceSupportAccessible
Convenient
AccurateCompetitiveFair
CustomerLoyalty
Market ShareCustomer
Acquisition
Customer Value
Quality PriceCorp. Image
Requires a shift in measurement from Voice of the Customer (VOC) to Voice of the Market (VOM)
MVS
Traditional DMAIC
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DEFINE the project: What is the problem and how does it relate
to customers?
MEASURE the current situation: Where are we today?
ANALYZE to identify causes: What is causing the defects and variation?
IMPROVE by implementing solutions: What data-driven solutions will minimize the
variation?
CONTROL: How will the gains be maintained?
MVS
Modified DMAIC
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DEFINE the targeted product/market: What are your most important
products/services and who are the customers that buy them?
MEASURE how that market segment defines value: What is the quality/price trade-off and what
are the CTQs?
ANALYZE your competitive value proposition: Where are your value performance gaps?
IMPROVE value performance on key CTQs: Which performance gaps can be leveraged?
Which must be fixed?
CONTROL customer defect(ion)s: How does the market react to
improvements?
MVS
Define Measure/Analysis Improve/Control
P/M FocusCompetitiv
eAnalysis
Opportunities Objectives Strategy Actions Budgets
Tools:
1. Market OpportunityAnalysis
2. P/M Matrix
Tools:
1. Market Value Model – Identifies CTQs & Their Importance
2. Competitive Value Matrix – Identifies value performance gaps
3. Customer Loyalty Matrix – Identifies threats to loyalty
4. Competitor Vulnerability Matrix – Identifies competitor’s
vulnerabilities
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch point Monitoring
Systems
© 2009 Market Value Solutions
25
Six Sigma Marketing:The Six Sigma/VOM/Strategy
Linkage
MVS
Voice of the MarketTractors/Hobby Farmers
Image
Quality
Price
.518
.381
.101
Value
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ark
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Ret
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Machine Operation
Machine Productivity
Trial & Training
Dealer Sales
Order &Delivery
Machine Reliability
.229
.189
.149
.147
.074
.139
.073
Critical-to-Quality Factors (CTQs)
MVS
Competitive Value MatrixHobby Farmers
HighLow
Outstanding Value
Price Evaluation
Qu
ality
Evalu
ati
on
High
Low Poor Value
Expensive Relationship
Discount Relationship
Competitor 1
Competitor 4
Competitor 2 Competitor 3
New Holland
Value Performance Gap
What’s the basis of the gap?
MVS
Competitive Performance GapsQuality, CTQs, Price & Image
New Holland Disadvantage New Holland Advantage
XYZ Competitor1
Competitor2
Competitor3
Competitor 4
Mean Mean Mean Mean Mean
Quality - Hobby Users 8.66 9.24 8.81 8.78 8.87
Dealer Service 8.20 9.08 8.80 8.66 8.91
Machine Operation 8.73 9.27 8.74 8.62 8.76
Machine Productivity 9.18 9.64 9.06 9.33 9.34
Trial & Training 7.93 8.96 8.37 8.34 8.20
Dealer Sales 8.72 9.31 8.94 8.75 9.15
Order & Delivery 8.89 9.34 8.95 9.16 8.85
Machine Reliability 8.71 9.20 8.99 9.01 8.93
Price 8.65 8.97 8.52 9.01 8.71
Image 8.88 9.49 8.84 8.91 9.11
The numbers are mean performance scores (averages) on each of the CTQs and value drivers. They represent the average ratings across the survey questions within each “bucket.” Advantages and disadvantages are
defined in terms of statistical tests of significance
MVS
CTQ Gaps & Their Importance
Importance weights from the value model
Differences between New Holland and the targeted competitor (Comp 1 = John Deere)
CTQ importance times the competitive performance gaps
MVS
Value Performance Criteria (VPCs) Provide Actionability
VPC Importance based on correlations with the CTQ
Gaps & Gap Importance calculated as before
MVS
The Cause & Effect MatrixTargeting Processes: Linking X’s to Y’s
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Repair Value Stream 0.03 0.47 0.42 0.39 0.31 0.55 0.42 0.63 0.62 0.27 0.18 0.44 0.10 0.21 0.12 0.23 0.45 0.49
Inquiry 0 6 3 3 9 6 3 9 9 6 9 3 6 6 0 6 3 6 35.94Scheduling 3 6 3 9 6 6 9 9 6 9 6 6 9 6 0 6 3 9 41.46Inspection/Diagnosis 9 9 6 3 6 9 3 6 6 6 9 3 6 9 6 3 3 6 36.51Repair 9 9 6 6 3 9 6 6 6 6 6 9 9 9 3 6 9 6 43.44Parts Supply 3 3 6 6 3 0 9 3 3 6 3 6 9 0 0 6 3 6 26.19Transport 0 0 3 3 6 3 0 3 3 3 3 0 6 3 0 6 3 6 17.94Warranty 3 3 6 0 6 3 0 6 3 6 6 0 0 3 9 0 0 3 19.05Credit Checking 0 0 3 0 6 0 6 6 3 6 6 0 3 0 0 3 0 3 16.44Parts Crediting 0 3 0 3 0 3 6 0 0 3 0 3 3 3 6 3 0 3 12.69Invoicing 0 3 3 3 3 3 0 3 3 3 0 0 0 3 3 0 0 0 11.97
Individual processes within the repair (service) value stream.
Evaluations of the process (X) impact on the on the relevant VPCs (Y).
0 = No impact3 = Low impact6 = Medium impact9 = High impact
These are the VPCs, with Gap Importance highlighted
Targeted Processes
MVS©2008 Market Value Solutions
Value Stream Mapping:Targeted Improvements
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D e l i v e r s c o n t r a c t
S i g n s c o n t r a c t
A S R I n s p e c t s r e a c c u r a c y
D e l i v e r s C o n t r a c t
D e a l e r o r D i r e c t ?
D i r e c t
A c c u r a t e
S u b m i t s C A / E S o f t o A c c t g v i a A c c e s s
M o d u l e
C r e d i t a p p r o v a l p r o c e s s
1 2 0 m i n s .7 2 0 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A p p r o v e / D i s a p p r o v e
O r d e r I n s p e c t i o n
1 0 8 0 m i n s .1 4 4 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A p p r o v e
P r i n t P i c k S l i pP i c kS e n d S h i p A l e r t
t o S a l e s
3 6 - N
P a c k E q u i p m e n tS h i p e q u i p m e n t t o
s a l e s r e p
R e c e i v e s h i p A l e r t
4 0 - NA S R s u b m i t s e -
s o f t o I O
4 1 - N
M a t c h E S o f w i t h c u s t o m e r
a g r e e m e n t f o r a c t i v a t i o n
E v e r y t h i n g M a t c h ?
4 3 - N
S u b m i t C / A & e -s o f t o a c t i v a t i o n s
I n s p e c t s f o r a c c u r a c y o f C / A t o
s o f
0 . 5 m i n s .1 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A c c u r a t e ?
4 6 - N
K e y i n f o i n t o M I B A S
4 7 - N
5 m i n s .1 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
M I B A S c o n fi r m a t i o n
4 8 - N
2 m i n s .5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A c c e s s s u b -a c c o u n t i n f o
0 . 1 m i n s .0 . 1 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
R e c e i v e s e q u i p m e n t &
I n v o i c e
M a k e a p p tM e e t C u s t o m e r
5 4 - N
6 0 m i n s .9 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
D e m o ?
5 8 - N
D e m o n s t r a t i o n
5 9 - N
Y e s
N o
S u c c e s s f u l ?
6 0 - N
Y e s
M a i l P i e c e
C R CC a l l C e n t e r
5 1 5 - N
R e c e i v e s P i e c eM a k e s I n q u i r y R i g h t E q u i p m e n t ?
P a s s I n s p e c t i o n ? R e c i e v e T r a i n i n g
P r o v i d e T r a i n i n g
Y e s
E m a i l o r C a l l C S f o r R M A #
P r o v i d e R M A #
R e c e i v e R M A #P a k & S h i p t o
D i s t r i b u t i o n
R e c e i v e s & I n s p e c t s
P l a c e W e l c o m e C a l l
R e c e i v e s W e l c o m e C a l lP r o b l e m ?
C a n S P H a n d l e ?
I n f o V e r i fi c a t i o n
O r d e r E q u i p m e n t ?
P l a c e O r d e r
Y e s
S e n d P a p e r D o c s t o
A c t i v a t i o n s
N o
R e c e i v e P a p e r N o t i fi c a t i o n
R e q u e s t A d d i t i o n a l
R a d i o s R e q u e s t A c t i v i a t i o n
c h a n g e o r d e -a c t i v a t i o n o f
i n d i v i d u a l s e r v i c e s
C u s t o m e r H a s P r o b l e m( E q u i p m e n t , T r a i n i n g ,
C o v e r a g e , B i l l i n g )
C u s t o m e r R e q u e s t s C o m p l e t e
D e a c t i v a t i o n
D e a l e r
N o t i fi e s c u s t o m e r o f d i s a p p r o v a l
9 3 - N
C u s t o m e r n o t i fi e d o f
d i s a p p r o a v a l
I s t h i s t h e e n d o f i t ?
T r o u b l e R e p o r t i n g
S y s t e mO r a c l e M I B A ST R I S C l a r i f y
S a l e s R e p o r tP O S T r a n s
R e p o r tB a c k o r d e r
R e p o r t R e t u r n s b y R e a s o n R r e p o r t
O p e n B a t c h R e p o r t
S h i p m e n t s R e p o r t
T r a n s r e p o r t b y O r d e r T Y P E
M i n / M a x R e p o r t T r a n s R e g i s t e r
D i s c r e p a n c y R e p o r t
U s e d G e a r R e p o r t
C o n fi r m a t i o n R e p o r t
C u s t o m e r S a t i s fi e d
V a l u e C o n fi r m e d
Y e s
N o
S a l e s R e c e i v e s P r o b l e mS o l u t i o n ?
R e p a i r
C u s t o m e r R e c e i v e s
R e p a i r e d P h o n e
C u s t o m e r R e c e i v e s
R e p l a c e m e n t P h o n e
R e p l a c e
E m a i l S y s t e m
R e c i e v e s e m a i l
1 3 0 - N
Y e s
P l a c e d o c u m e n t s i n t o " T r o u b l e B i n "
1 3 1 - N
0 . 2 m i n s .0 . 2 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
P i c k u p t r o u b l e o r d e r s f r o m A c t i v a t i o n s
( h o u r l y )
N o
A c t i v a t o r c a l l s A S R o r S a l e s
R e p
2 m i n s .3 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A S R o r R e p r e c e i v e s c a l l f r o m
A c t i v a t o r
W h a t P r o b l e m ?
S e n d s c o r r e c t i n f o t o a c t i v t o r
R e c e i v e s r e q u e s t f r o m A S R t o d e -
a c t i v a t e I M E I
I M E I a l r e a d y a c t i v a t e d
R e q u e s t s d e -a c t i v a t i o n
M i s - m a t c h : C A a n d / o r S O F
W i t h i n 3 0 m i n u t e s ?
Y e s
S e n d c o n fi r m a t i o n t o A S R & S a l e s r e p ( v i a
e m a i l )
2 m i n s .5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
R e c e i v e s c o n fi r m a t i o n o f a c t i v a t i o n f r o m
a c t i v a t o r
C h e c k o ff a c t i v a g t i o n o n
O r d e r T r a c k e r
1 4 5 - N
0 . 5 m i n s .0 . 5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
O r d e r T r a c k e rO r d e r t r a c k e r T R I S B i l l i n g
C r e a t e s s u b - a c c o u n t f o r b i l l i n g - - t a k e s 3 0 m i n u t e s
E n t e r b i l l i n g i n f o f r o m C A & S O F
1 4 9 - N
5 m i n s .1 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
3 0 m i n u t e d e l a y
N o t i f y O r d e r t r a c k e r t h a t T R I S b i l l i n g i s
c o m p l e t e
0 . 5 m i n s .0 . 5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
" A u d i t s " c h e c k s T R I S B i l l i n g f o r a c c u r a c y o f
i n f o r m a t i o n
1 5 1 - N
I f M u l t i p l e S u b - a c c o u n t s
P a m H a l l a l s o h a n d l e s O p C o
a c c t s
P r o b l e m T y p e
R e c e i v e s P r o b l e m
F i n a n c i a l
R e c e i v e p r o b l e m
N o n - fi n a n c i a l
A v a i l a b l e ?
F i l l o u t p a p e r t i c k e t
N o
P l a c e i n B i n
C h e c k B i n( e v e r y 3 0 - 6 0
m i n s
C o n t a c t C u s t o m e r
R e c e i v e s c a l l f r o m T C S
P r o b l e m e v a l u a t i o n
C a n T C S H a n d l e ?
P r o b l e m R e s o l v e d
Y e s
M o b i l e S w i t c h i n g O ffi c e r e c e i v e s
p r o b l e m
N o
C l a r i f y G e n e r a t e s T i c k e t
Y e sS e n d t i c k e t t o
T C S f o r v e r i fi c a t i o n
R e c e i v e s t i c k e tC a l l s c u s t o m e r
R e c e i v e s c a l l t o c o n fi r m p r o b l e m
r e s o l u t i o n
P r o b l e m r e s o l v e d ?
T C S c l o s e s t i c k e t
Y e s
T r o u b l e r e p o r t
E n t e r i s s u e i n t o t r o u b l e r e p o r t
N o
M I B A S c a p t u r e s i n f o f r o m T R I S - t u r n s t h e
s w i t c h o nS e e R o s e M a r y
E d w a r d s f o r S t e p s i n t r a n s f e r r i n g i n f o O R A C L E
R u n R e c e i v a b l e I n t e r f a c e
R e c e i v e r e q u e s t f o r b a t c h n u m b e r s ( O n c e
d a i l y - b e f o r e 2 : 0 0 p m )
R u n A u t o - I n v o i c i n g M a s t e r P r o g r a m
1 8 7 - N
O r a c l e
R e c e i v e b a t c h n u m b e r
C a l l o r e m a i l b a t c h n u m b e r t o
d i s t r i b u t i o n c e n t e r
R e c e i v e b a t c h n u m b e r . ( P r i n t l a b e l s & s h i p )
R e c e i v e p k g o f c h e c k s f r o m t h e
b a n k - d a i l y
B a n k
P o s t p a y m e n t t o T R I S
T R I S
P o s t p a y m e n t t o O r a c l e
O r a c l e
G e n e r a t e p a s t d u e r e p o r t r e
e q u i p m e n t
1 9 9 - N
O r a c l e
C u s t o m e r r e c e i v e s p a s t d u e n o t i c e
( e q u i p m e n t o n l y )
S e n d p a s t d u e n o t i c e s
2 0 2 - N
M a k e c h a n g e s t o c u s o m t e r a c c o u n t
r e c e i p t s
2 0 3 - N
R e c e i v e I n q u i r y
R e c e i v e I n q u i r y
M a j o r A c c t R e p s e t s a p p t
2 0 9 - N
M a k e s a p p t
C o n fi r m a p p tM e e t R e p /
M a j A c c t R e p m e e t s c u s t o m e r
M e e t s C u s t o m e r
E q u i p m e n t o n H a n d ?
Y e s
M a k e a p p t f o r d e m o
N o T y p e o f A c c t ?
M a j o r A c c t
I s t h i s t h e fi r s t e n t r y
R i g h t e q u i p m e n t ?
B e l i e v e s o
R e c e i v e E q u i p m e n t
N o
R M A S y s t e m n o t w o r k i n g
p r o p e r l y . R e t u r n s d o n ' t g e t c r e d i t e d
R e c e i v e s p r o b l e m
2 2 5 - N
C o r r e c t p r o b l e mS e l f - c o r r e c t ?
L o c a l s e r v i c e o ffi c e a t t e m p t s t o
c o r r e c t
E q u i p m e n to r
C o v e r a g e
P r o b l e m e v a l u a t i o n
R e f e r t o T C S
F i l l O U t t r o u b l e t i c k e t
C S R T a k e s c u s t o m e r i n f o
W h a t p r o b l e m ?
M a k e c h a n g e s i n T R I S , M I B A S
B i l l i n g
N o n - fi n a n c i a l
T r o u b l e s h o o t i n gC a n A C D
H a n d l e P r o b l e m ?
R e s o l v e P r o b l e mY e sE q u i p m e n t
N o
R e c e i v e R e p o r t
C u s t o m e r l o s t / s t o l e n p h o n e
R e p o r t s l o s t / s t o l e n p h o n e
C S R c a p t u r e s i n f o
S e n d s i n f o t o S p e c i a l P r o j e c t s
R e c e i v e s i n f oV e r i f y i n f o
T R I S
C o r r e c t I n f o ?T e r m i n a t e B i l l i n gY e s
N o
A c c e s s M o d u l e
R e a l - T i m eI n t e r a c t i o n
W h y c a n ' t c u s t o m e r p a y b y c r e d i t c a r d ?
P r e - P a y ?
N o
H o l d s c h e c k u n t i l c u s t a c c t i s c r e a t e d . T h e n
s u b m i t c h e c k t o a c c t g
Y e s ( 1 0 - 1 5 % )
O n l y 5 % o f c u s t o m e r c o n t a c t s i n i t i a t e d b y c u s t o m e r i n r e s p o n s e
t o m k t g p i e c e9 5 % o f D i r e c t S a l e s C o n t a c t
i n i t i a t e d b y D A E
C S R R e c e i v e s T e r m i n a t i o n
R e q u e s t
D i s c u s s r e a s o n f o r r e q u e s t
C S R A c c e s s e s i n f o s y s t e m s
T R I S M I B A S
C a n c u s t o m e r b e r e t a i n e d ?
R e q u e s t s w r i t t e n d e a c t i v a t i o n
r e q u e s t
P r e p a r e w r i t t e n r e q u e s t .
R e c e i v e d e a c t i v a t i o n
r e q u e s t
P u t " T e m p o r a r y S u s p e n d " o n
a c c o u n t
M a k e S u s p e n s i o n P e r m a n e n ( a f t e r 3 0
d a y s )
D e a c t i v a t i o n R e p o r t
R e c e i v e s d e a c t i v a t i o n
r e q u e s t
D i s c u s s R e a s o n s f o r
r e q u e s s tR e t a i n ?
Y e s
E m a i l d e a c t i v a t i o n o r d e r t o s p e c i a l
p r o j e c t s ? ? ?
T y p e o f P r o b l e m ?
R e c e i v e s c a l l
M a k e s P a y m e n t A r r a n g e m e n t sC u s t o m e r
W i l l i n g t o P a y ?
Y e s
O v e r d u e
P u t " T e m p o r a r y S u s p e n d " o n
a c c o u n t
N o
C S R o p e n s T R I S , M I B A S
T R I S M I B A S
O p e n T R I S , M I B A S
C a n A C D R e s o l v e ?
F i l l o u t C h a n g e O r d e r F o r m
Y e s
N o
M a k e C h a n g e s i n T R I S , M I B A S
R e c e i v e s c h a n g e r e q u e s t
C S R O p e n s T R I S / M I B A S
T R I S M I B A S
C S R E m a i l s C h a n g e O r d e r t o
S p e c i a l P r o j e c t s
R e c e i v e C h a n g e O r d e r E m a i l
V e r i f y e x i s t i n g s e r v i c e s
D e a c t i v a t e / C h a n g e s p e c i fi e d s e r v i c e
H o w d o e s b i l l i n g fi n d o u t a b o u t t h i s c h a n g e ?
R e c e i v e s c h a n g e r e q u e s t
R e f e r t o A C D / C S R
O n l y 5 - 1 0 % o f l e a d s c o m e v i a t h i s
r o u t e . C l o s u r e r a t e s o n t h i s t y p e o f l e a d
a p p r o x i m a t e 2 0 %
W h a t h a p p e n s f r o m h e r e t o h e r e ?
A S R I n s p e c t s r e a c c u r a c y
2 6 - NA S R I n s p e c t s
r e a c c u r a c y
G o v t A c c t C o m m A c c t
C o m p l e t e / R e v i s e
I n a c c u r a t e
I n a c c u r a t e
I n a c c u r a t e
S e e " C r e d i t A p p r o v a l P r o c e s s "
O ff e r C u s t O p t i o n s
R e l e a s e " C r e d i t H o l d " v i a A C C E S S
M o d u l e
A C C E S S M o d u l e
E n t e r I n f o i n t o O r d e r T r a c k e r
W h o e l s e u s e s t h i s s y s t e m ? W h e n ?
T h i s n e v e r r e a l l y h a p p e n s ? ? ?
F r o m r e q u e s t t o r e c e i p t c a n t a k e
d a y s / w e e k s / m o n t h s ?
N o
J o y c e h a n d l e s t h i s . C a l l s s a l e s r e p s t o c l e a r u p . W i l l t y p i c a l l y t r y t o c a l l 3
t i m e s . I f n o r e s p o n s e w i t h i n 7 d a y s , t h e i s s u e i s d i s c a r d e d . C u s t o m e r
n o t a c t i v a t e d .
Y e s N o
D e l i v e r e q u i p m e n t t o
c u s t o m e r
A n y i n f o s y s t e m e n t r y ?
T y p e o f P r o b l e m ?
P r o v i s i o n i n g
S y s t e m
I s o l a t e d E q u i p m e n t
E r i c t o fi x
B i l l i n g
T y p e o f P r o b l e m
S u s p e c t e dB i l l i n g
E r r o r
A l l O t h e r s
W h e r e d i d p r o b l e m
o r i g i n a t e ?
S p e c i a lP r o j e c t s
S a l e s
U n d e r w h a t c i r c u m s t a n c e s m i g h t s a l e s r e f e r p r o b l e m t o C S R ?
N o D o c u m e n t a t i o n
A C D
? ? ? ? ? ? ?
C u s t o m e r( W e l c o m e C a l l )? ? ? ?
E q u i p m e n t r e a d i l y
a v a i l a b l e ?
Y e s
H a v e c u s t o m e r g e t e q u i p m e n t
f r o m d e a l e r
T y p e o f P r o b l e m ?
T e c h n i c a l
Y e s
N o t i f y S P o f S o l u t i o n
R e c e i v e i n f o r e s o l u t i o n f r o m
T C S
S P C a l l s C u s t o m e r
C u s t o m e r l e a r n s o f S o l u t i o n A c h i e v e d
C u s t o m e r S a t i s fi e d ?
Y e s
N o - A n g r y
E T F ?
I n f o r m C u s t o m e r o f D e - a c t i v a t i o n
P r o c e s s
C u s t o m e r s t i l l w a n t s t o
D e a c t i v a t r e ?
T e r r o r i s t
V a l u e D i s c o n fi r m e d
N o
F a x D e a c t i v a t i o n O r d e r t o S P
Y e s
N o
I n f o r m C u s t o m e r o f F e e
L e a r n s o f F e e
D r o p I s s u e ?
Y e s
R e q u e s t s C o n v e r s a t i o n w i t h
H i g h e r l e v e l
N oC u s t o m e r r e q u e s t s
d e a c t i v a t i o n
E T F ?
I n f o r m C u s t o m e r o f F e e
I n f o r m C u s s t o m e r o f D e a c t i v a t i o n
P r o c e s s
N o
Y e s
R e c e i v e s R e f e r r a l
R e f e r t o C u s t o m e r
A c c o u n t i n gB i l l i n g
V e r i f y P r o b l e m i n T R I S / M I B A S
C r a f t S o l u t i o nS o l u t i o n P o s s i b l e ?
Y e s
C u s t o m e r A c c t g M a n a g e r C a l l s
C u s t o m e r
N o
C o m m u n i c a t e s o l u t i o n t o S P
R e c e i v e S o l u t i o n i n f o F r o m C u s t
A c c t g
C o m m u n i c a t e S o l u t i o n t o
C u s t o m e r
C u s t o m e r l e a r n s o f p r o p o s e d s o l u t i o n
S a t i s fi e d w i t h S o l u t i o n ?
Y e s
R e f e r C u s t o m e r t o C u s t A c c t g
M a n a g e r
C u s t A c c t g M a n a g e r r e c e i v e s r e f e r r a l O R
C a l l s c u s t o m e r b a c k
M a n a g e r d i s c u s s e s a l t e r n a t i v e s w i t h
C u s t o m e r
C u s t o m e r l e a r n s o f A l t e r n a t i v e s
N o
N o ,B u t . . . . .
T r a n s f e r t o S a l e s
E q u i p m e n t E d u c a t i o n
R e c e i v e R e f e r r a l f r o m S P
S e t u p A p p t / M e e t w i t h C u s t o m e r
M e e t w i t h S a l e s R e p
W o r k s w i t h S a l e s R e p t o
l e a r nS a t i s fi e d w i t h
O u t c o m e ?Y e s
N o
D e a c t i v a t i o n P r o c e s s
R e q u e s t m e e t i n g w i t h R e g i o n
M a n a g e rN o
R e f e r t o R e g i o n M a n a g e r
Y e s - C o m m e r c i a l
D e l i v e r c h e c k t o A S R
A S R S u b m i t c h e c k t o A c c t g
? ? ? ? ? ? ?
T y p e o f O r d e r ?
S u b m i t C A t o I OS u b m i t C A & E -S o f t o I O
E q u i pO n l y
E q u i p&
S e r v
A c c u r a t eA c c u r a t e
P r i n t H a r d C o p y o f A l l E l e c t
F o r m s
K e y a l l I n f o i n t o A C C E S S
F i l e P a p e r C o p i e s i n
S t a g i n g A r e a
O r d e r T r a c k e r
-N
A C C E S S a u t o m a t i c a l l y
i n p u t s s e l c t i n f o t oO r d e r T r a c k e r
H o u r l y
W h e n i s I M E I G e n e r a t e d ?- - F o r E q u i p m e n t w / S e r v i c e
- - F o r S e r v i c e O n l y
W h e r e & b y w h o m ?
R e c e i v e N o t i fi c a t i o n o f C r e d i t H o l d
R e l e a s e
C o l l e c t P a p e r D o c u m e n t s f r o m
S t a g i n g A r e a
S e n d P a p e r D o c s t o O r d e r
E n t r y
G e t P a p e r D o c s f r o m S t a g i n g
A r e a
D o I h a v e T i m e t o R e s o l v e ?
N o
C a l l A S R / D e a l e r C o o r d i n a t o rY e s
R e s o l v e d
P l a c e O r d e r i n T r o u b l e B i n
N o
R e c e i v e R e q u e s t f o r R M A #
C r e d i t o r R e p l a c e
O r d e r ?
K e y i n t o C r e d i t F o r m o n O R A C L E
K e y i n t o " R e p l a c e " f o r m o n O R A C L E
C r e d i t
R e p l a c eP r i n t " O p e n
R e t u r n " D e t a i l R e p o r t
S e n d T i c k e t & U n i t t o L o c a l
S e r v i c e O ffi c e
D i s c u s s n e e d s / i n t e r e s t s o f
c a l l e rQ u a l i fi e d ?
5 1 7 - N
S e n d T h a n k y o u / S o r r y l e t t e r
N o
E n t e r c u s t i n f o i n t o G O L D M I N E
Y e s
G o l d M i n eW O R D S o f t w a r e
W h e r e s h o u l d l e a d s h e e t g o ?
E m a i l L e a d S h e e t
D e a l e r o r D i r e c t ?
D e a l e r o f D i r e c t ?
D e a l e r o r D i r e c t ?
N W
G u l f
E m a i l t o R e p
E m a i l t o D e a l e r C o o r d i n a t o r
D i r e c t
D e a l e r
G o v t R e p s e t s a p p t
D l r C o o r d D i s t r i b u t e s t o
a p p r o p r i a t e D e a l e r
E n t e r L e a d A s s i g n m e n t i n t o
G O L D M I N E
A c c e p t s / A s s i g n s L e a d
E m a i l a c c e p t a n c e / a s s i g n m e n t t o
C R C
D l r C o o r d i n a t o r e m a i l s a s s i g n m e n t t o
C R C
G O L D M I N E
C R C F o l l o w s u p w i t h r e p / D e a l e r
C o o r d
S a l e ?
E n t e r S a l e D e t a i l s i n t o
G O L D M I N E
R e c o r d N o S a l e i n t o G O L D M I N E
Y e s
N o
G O L D M I N E
S O M E B O D Y T r a n s m i t s r e c o r d s d a i l y t o A M D O B S
4 3 6 - N
T R I S
A M D O B S r e c e i v e s t a p e s
d a i l y
A M D O B S s e n d s b i l l i n g a r e p o r t o f r e c o r d s r e c e i v e d
R e c o n c i l e s r e p o r t w i t h t r a n s m i s s i o n
( d a i l y )
S O M E B O D Y s e n d s d a i l y n o t i c e t o B i l l i n g o f
r e c o r d s s e n t
A M D O B S u p l o a d s " P r e - B i l l 2 " R e p o r t t o B i l l i n g
( a b o u t 4 d a y s b e f o r e b i l l i n g c y c l e )
B i l l i n g s d o w n l o a d s " P r e - B i l l 2 " R e p o r t
R e v i e w E x t r a c t R e p o r t
4 4 4 - NR e v i e w C a l l
D e t a i l R e p o r t
4 4 5 - NR e v i e w i n v o i c e
m e s s a g e s
4 4 6 - NN o t i f y A M D O B S o f
a n y n e c e s s a r y c h a n g e s
A M D O B S a d j u s t s a s n e c e s s a r y
A M D O B S u p l o a d s B i l l i n g R e p o r t ( n e x t
d a y )
B i l l i n g s d o w n l o a d s B i l l i n g s R e p o r t
S a m p l e / R e v i e w 1 0 - 1 5 a c c t s / c y c l e
w / D i s p a t c h R o a m i n g
S a m p l e / R e v i e w 1 0 -1 5 a c c t s / c y c l e w i t h
C e l l R o a m i n g
S a m p l e / R e v i e w 1 0 -1 5 a c c t s / c y c l e
w / L D
R e v i e w n e w r a t e p l a n s / c h a r g e c o d e s
f o r a c c u r a c y
R e v i e w T a x e s a n d F e e s f o r
a c c u r a c y
R e v i e w # o f m e s s a g e s f o r e a c h r a t e p l a n : c o m p a r e
a n d t r e n d
A p p r o v e ?
R e t u r n t o A M D O B S f o r c o r r e c t i o n s
R e t u r n t o A M D O B S f o r
m a i l i n g
N o
Y e s
A M D O B S m a k e s c o r r e c t i o n s &
R e s u b m i t s
A M D O B S f o r w a r d s t o f u l fi l l m e n t v e n d o r
C u s t o m e r r e c e i v e s m o n t h l y s t a t e m e n t
C l e a r & A c c e p t
N o
P a y s b i l l
F u l fi l l m e n t v e n d o r m a i l s i n v o i c e t o
c u s t o m e r
U n b i l l a b l e s ?N o
A c q u i r e M Z # s f r o m A M D O B S
A M D O B S p r o v i d e s M Z # s
S a m p l e 2 0 a c c t s p e r c y c l e p e r m o n t h
4 6 9 - N
C o n t a c t C u s t o m e r S u p p o r t o r T r o u b l e M a n a g e m e n t t o
r e c o n c i l e s a m p l e d a c c o u n t s
A S R e x p l a i n s b i l l t o c u s t o m e r
4 7 1 - N
C u s t o m e rU n a b l e
t oU n d e r s t a n d
B i l l
C u s t o m e r U n d e r s t a n d s B i l l
S e e N o t e
4 7 3 - N
I s e a c h D A E a s s i g n e d a t e r r i t o r y ? W h a t p r o b l e m s d o e s t h i s p r e s e n t ?
I s t h e r e a c a p , o r a p o l i c y , r e t h e n u m b e r o f D A E s p e r d i s t r i c t / R e g i o n ?
W h a t p r o b l e m s a r e c a u s e d b y t h e q u o t a / P r o b a t i o n S y s t e m ? O f t h o s e w h o f a i l t o
r e a c h q u o t a , h o w m a n y a r e o n p r o b a b t i o n ? I s t h e q u o t a b a s e d o n a r o l l i n g
1 2 m o n t h s ?
S c a n I M E I sC o r r e c t U n i t ?
K e y i n f o i n t o O R A C L E
O R A C L E
S e e i m p o r t a n t n o t e
G e n e r a t e P a c k i n g S l i p
O R A C L E
I n v o i c e r e q u i r e d ?
P r i n t I n v o i c eP r i n t s h i p p i n g
l a b e l
W r i t e R M A # o n B o x
V e r i f y C o n d i t i o n o f e q u i p m e n t
T y p e o f E q u i p m e n t
C r e d i t A d j u s t m e n t ?
R e t u r n t o S t o c kN o t i f y O R A C L E
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f r e q u e n t l y i n t e r r u p t e d b y c a l l s f r o m s a l e s r e q u e s t i n g t h a t I M E I s b e f a x e d . T h i s
p h e n o m e n o n a p p e a r s t o b e r e l a t e d t o t h e q u o t a s y s t e m
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? ? ? ? ? ? ?
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R e l e a s e S A M( S a l e s &
A d m i n i s t r a t i o n M e m o )
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M u c h a d d i t i o n a l m a p p i n g c a n b e d o n e r e t h e s e p r o c e s s e s , w h i c h t y p i c a l l y i n v o l v e s e v e r a l o t h e r d e p a r t m e n t s , e s p e c i a l l y i n t h e
d e v e l o p m e n t a l p h a s e . H o w e v e r , i m p o r t a n t t o n o t e t h a t t h e o n l y m e a n s o f c o m m u n i c a t i n g n e w p r o m o t i o n s o r r a t e p r o g r a m s i s t h e S A M . T h e r e
a p p e a r s t o b e n o t r a i n i n g t a k i n g p l a c e i n a n y d e p a r t m e n t ( i n c l u d i n g s a l e s ) r e t h e i m p i c a t i o n s o f t h e s e p r o m o t i o n s a n d r a t e c h a n g e s
D e v e l o p i n g n e w C u s t o m e r I n v o i c e
T h i s i s l a u d a b l e , i n v i e w o f t h e d i ffi c u l t y c u s t o m e r s h a v e
u n d e r s t a n d i n g t h e c u r r e n t i n v o i c e s . H o w e v e r , w h a t c u s t o m e r i n p u t i s
d r i v i n g t h i s d e v e l o p m e n t ?
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a r i s e s
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M a i l I n f o P a c k e t t o C u s t o m e r .
5 2 2 - N
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T h e r e s e e m t o b e s e v e r a l o p t i o n s e x e r c i s e d b y i n d i v i d u a l
D A E / A S R . S o m e s i m p l y n o t i f y A c c t g t h a t c u s t o m e r h a s
a g r e e d t o p r e p a y - b u t c u s t o m e r d o e s n ' t a c t u a l l y p a y u n t i l r e c e i p t o f i n v o i c e . S o m e
c o l l e c t t h e c h e c k a n d h o l d u n t i l p h o n e i s d e l i v e r e d . O t h e r s
s e n d t h e c h e c k t o a c c o u n t i n g f o r c r e d i t c l e a r a n c e .
Activ a tio n
W h a t a r e t h e s t e p s a f t e r c h e c k g e t s t o a c c t g ?
Y e s - C o m m e r c i a lY e s - G o v t , M a j o r A c c t
W h a t ' s t h e f r e q u e n c y o f t h i s
e v e n t ? H o w m a n y a c c t s a r e 3 0 , 6 0 , 9 0 d a y s
p a s t d u e ?
P a y I n v o i c e ?
Y e s
N o
N e e d t o fi n d o u t w h a t h a p p e n s n e x t , a n d w h y c r e d i t
i s s o m e t i m e s n o t a p p l i e d . H o w b i g a p r o b l e m i s
t h i s ?
T R I S M I B A S
C u s t o m e r i n f o r m e d t h a t t h e r e i s n o o p t i o n
b u t t o p a y t h e b i l l
N e e d t o fi n d o u t w h o t h i s i s .
Y e s
Y e s
N o
Y e s
Tractor Transmission RepairValue Stream Analysis based onMarket Opportunity #5
Service: Repair Processes
Critical Areas of Focus
Scheduling
Diagnosis
Repair
MVS
BusinessPerformance
Objectives
Product/MarketStrategy
(Lead, Challenge…)
MarketingMix
Objectives(5 Ps)
ActionPrograms
Budget
STRATEGY
CalculateValueGaps
Identify KeyValue Stream
Cause & EffectMatrix
Value StreamMapping
PrioritizeImprovementOpportunities
PROCESS
Lean or Six Sigma Initiatives
Six Sigma MarketingThe Value-Strategy-Process Linkage
33
• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
Develop Value Model
Identify& Prioritize
Quality Drivers
CompetitiveValue Matrix
Competitive Strengths & Weaknesses
MarketValue
Opportunities
VALUE
Strategic
Focus
MVS
For More information
Executive summary How to compare your company to your
industry
34
Oksana ShubchinskayaSenior Conference DirectorIQPC535 5th Ave, 8th FloorNew York, NY 10017P: [email protected]
Genna WeissSenior Editor, Six Sigma IQAnchor House15-19 Britten StreetLondon SW3 3QL+44 (0) 207 368 [email protected] www.sixsigmaiq.com
Reg GoekePresident & Managing DirectorMarket Value Solutions281 Homan AvenueState College, PA 16801P: 814-234-2486Reg@MarketValueSolutions.comwww.MarketValueSolutions.com