Problem description

Problem description

The time for handling correcting invoices exceeded 14 days. Too many people were engaged with the process (6), who were inefficient due to an incorrect allocation of tasks. Hold-ups and bottlenecks were common. The process entailed 17 steps, many of which were not value from the customer’s point of view.

Target

Target

We set ourselves a very ambitious target, which seemed unrealistic at first glance. The process was to be reduced to 2 days at it was to be performed by 5 people.

Preparation and execution

Preparation and execution

The solution was to be implemented during a one day workshop. It took four days to prepare for its execution. During that time, we conducted interviews with all process participants in order to find out as much as possible regarding its course and to take into account different perspectives. The next stage of preparations for the workshop entailed collection and analysis of data. Observations were made over approx. a month’s time. The collected data was used to determine the areas which have to be optimised or eliminated.

During the workshop, we drew up a map of the current process with all of its imperfections, highlighting all its key elements. Step two entailed creating a map of an ideal process. On the basis, thereof, together with the participants, we worked out a solution and a business case for implementing changes, highlighting the number of mistakes, their cost, lost time and damage to image. The workshop was crowned off by a pilot implementation of a solution, which was a major positive surprise for many participants.

Effects

  • Process time reduced from 14 to 2 days
  • Introduction of preventative (a random testing of a few documents per month) and detection (in the form of a report) monitoring
  • Implementation of new SAP-CEP solutions (an option to print batches of documents without the need to click for each one)
  • Implementation of new solutions in the system’s complaints database
  • Reduction in the number of documents checked by given persons