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Billing Adjustment Process Improvement – A3 Storyboard Define: Improve: Avaya has identified opportunities for improving their transactional process for contract adjustments. Implement automated reporting to customers with expiring POs to prevent time delays and adjustments. Objectives include mapping the current- state adjustment process to capture a better understanding of the causes behind adjustments and proposing a future- state adjustment process with standard operating procedures. Create and implement domestic SOA for S1 adjustments and incorporate adjustment reason codes. Conduct on-going internal review to facilitate continued process improvement. Measure: Control: Data was collected regarding the number, value, reason, and duration of S1 billing adjustments. Future State control map for on-going internal review. Strict adherence to newly implemented SOA. Analyze: Benefits: Analysis of adjustment frequencies, impacts, and root causes. Targeted reduction of billing adjustment reserve by $1.6 million (22% decrease) and a 21.1% decrease in the total number of S1 adjustments performed. Pareto charts were generated to identify the most frequently occurring adjustment reasons and quantify revenue impacts. 48% decrease in the total dollar value of billing adjustments—producing an estimated total annual cost savings of $202,856. Ability to continually monitor and improve billing adjustment process with increased visibility and reporting capabilities. An FMEA was constructed to identify top-priority failures and fishbone diagrams were utilized to determine their root causes. The top 4 failure modes accounted for over 85% of adjustment errors.
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