Process Improvement for Client Status Report
Valentín Santiago, Marlen J.
During last year, customer service quality has been negatively affected, increasing document re-work and operational cost in the company. In order to improve the documentation development process the company plans to implement a measure that shows how much time they are saving their customers by delivering zerodefect status report to the approval process. To reach this goal, the DMAIC methodology was used to obtain a better understanding of the process and the areas that require an opportunity for improvement. Once the DMAIC structure was followed the total time to complete a status report process reduced from 86 minutes to an average of approximately 35 minutes. By reducing the amount of time in the status reports, employees could respond faster and obtain a much better quality and customer satisfaction. Key Terms Defects, DMAIC, Quality, Status Reports.