Improvement of Photocopier Toner Delivery Fulfillment Through Six Sigma Methodology  

Oleh:

Chan, David Kow Yong ; Ken, Too Meng

Jenis: Article from Proceeding
Dalam koleksi: 12th ANQ Congress in Singapore, 5-8 Agustus 2014, page 1-14.
Topik: Photocopier; Toners; Six Sigma Methodology; Hypothesis Testing; Process Improvement
Fulltext: SS1-1.1-P0416.pdf (1.09MB)

Isi artikel

Photocopiers have been rented out to the companies with the support of maintenance and supply of toners. This Multinational company concerns the on-time delivery of toners to the customers when the toners run out. In the past, the unfulfilled deliveries amounted as much as 4.8%. This means that some customers were unable to receive the toners on-time. Being a company emphasizing in customer satisfaction, it is therefore important to form a cross-functional team to tackle this problem. As several department personnel involved in the team, it is useful to employ the Six Sigma Methodology of DMAIC (Define-Measure-Analyze-Improve-Control) approach to address this problem. Several tools were employed in this process improvement, including the SIPOC, Pareto Analysis, Cause and Effect Diagram, Hypothesis Testing and Control Chart. Root causes have been successfully identified and remedies action have been taken on factors like scheduling, security clearance, re-route issue due to urgent orders, alternate contacts, informing customers on delivery time etc. With such implementation, the percentage of unfilled deliveries has dropped from 4.8% to as low as 1.4%. This is an encouraging 71% improvement! With this success, less customers call to complaint about the service and there is an increase in customer satisfaction. With such result, the company becomes more committed to undertake process improvement projects

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