Case Studies: 1Credit Voucher Turnaround Time
Customers loved the company's product, but hated doing business with them. Thesingle largest source of complaints was how long it took to process credit vouchers.Data collection efforts, guided by Oriel, showed that one out of every four salesinvolved a credit voucher of some sort, and it took anywhere from about 10 days tomore than 180 days to process the vouchers. While one team worked on reducing thenumber of vouchers, another worked on speeding up the processing time.
The processing of credit memos often involved five departments: receiving,sales, customer service, accounting, and technical services. A cross-functionalteam with representatives from each department was formed.
With Oriel guidance, the team created both a deployment flowchart and awork-flow diagram of the process. These revealed numerous places whereconfusion, multiple approvals, and inefficiency slowed down the process.
The team clarified which groups of people needed to be involved in processingdifferent types of vouchers. They eliminated wasted steps and severalunnecessary approval steps.
A key step was establishing a computer tracking system that allowed rawmaterials to be easily tracked and verified.