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Meter Reads-MethodProject Number 0307-23-001
Black Belt Rob Zinsky Northeast region
3
Project Definition
Problem Statement:
The e-IKON platform requires a valid meter reading be acquired or estimated within 15 +/- days of the billing date for every billing period to facilitate invoice generation. Currently 42% of meter reads do not meet standard. This directly impacts monthly base billing revenue.
Project Objective:
To improve meter collection utilized for billing, from 58% collected per month to 88%. This project will focus on the optimum method and time to perform meter collection.
Project Benefits:
Timely revenue billing, reduce unbilled contracts, improve cash flow and customer satisfaction while reducing customer calls into the CIT.
4
Project Definition, Cont’d
Financial Benefits: Estimated $7 million in revenue that is not billed on a timely basis. Potential cost savings in labor and overtime.
Project Metric “Y”: Y1 = Days from Contract Bill Date.
Y2 = Improve timeliness of meters collected.
Defect Definition: 15 +/- days of contract billing.
Leveragability: Meter collection timeliness is heightened in the e-IKON
environment, so optimum return would be seen in those regions first with rollout to remaining OMD regions.
5
Project Team
Champion – Deb Kok Financial Analyst – Peter Botkee Black Belt – Rob Zinsky Process Owner – Deb Kok Master Black Belt- Laura Wells Team Members:
IT Support – Linda Hample, Jason Fitzwater and Ravi Balakrishan E-IKON & Web Meter Support – Mike Aiello, Dan Brown & Beth Beran IOSC Support – Susie Davis Contract Support – Sharon Herren Oracle Support – Erike Rudolph Subject Matter Expert/Process Owner-Deb Kok
9
CT Flow Down
Critical to Satisfaction (CTS)
Customer/IOSC/Vendors
Critical to
Quality (CTQ)
Critical to
Delivery (CTD)
Critical to
Cost (CTC)
Timely InvoiceAccurate Meter
Read
Correct ContactInformation
Correct MeterRead for Correct
Machine
Company Image
Timely Invoice
Sent to Right Contact
Method of Capture
Method of Delivery
MinimizeAdministrative
ExpenseClarity of Invoice
14
Big Y/Primary Metric
Days from Contract Bill Date for each meter read as measured on a daily basis.
15
Scorecards
Contracts Metric
Reference Prior Week Date Date Date Date Date
at beginning of measure
ment Ending ## 8/4 8/5 8/6 8/7 8/8
# Missing Meters Current* 1,245 3,408 2,111 1,770 1,501 1450
# Missing Meters Past Due* 8,782 7,104 6,968 6,823 6,980 7022
# Missing Meters (Oracle) 10,027 10,512 9,079 8,593 8,481 8,472
# Florida Missing Meters Current* 172 5,127 4,887 4,546 4,348 3365
# Florida Missing Meters Past Due* 26 30 31 31 34
# Total Missing Meters 19,032 10,221 15,665 13,966 13,139 12,829 11,837
16
SIPOC
0307-23-001Robert Zinsky6-Aug-03
Suppliers Inputs Outputs(Providers of the required
resources)(Resources required by the
process)(Deliverables from the
process)
Requirements Requirements
Technicians ADS System
Must Enter Meter & Update Contact Info Start:
Meter Read that Can be Used for Estimate Billing
Potential Approval Needed
Cutomer and Possibly IOSC or Vendor
CustomerWeb, Fax, IVR or e-mail meter
Must be signed up, educated and possibly notified
Meter Read is Needed Based
on Contract Meter Read
Need to Submit the Meter Read Following the Process
Customer and Possibly IOSC or Vendor
Meter Read Team
Right Personnel, Amount of Personnel, Knowledge, Training and Skill Set
Must be Properly Trained on Process
Skilled Temps/Employees to Obtain Timely Meter Read
Need to Submit the Meter Read
Customer and Possibly IOSC or Vendor
Meter Read TeamDetermine Proper and Structured Account List
Need to be Trained on how to Pull, Read & Understand Reports
Timely Meter Read on Right Accounts with Proper Information
Need to Submit the Meter Read
Customer and Possibly IOSC or Vendor
Meter Read TeamDetermine Right Accounts to Call
Need to be Educated
Timely Meter Read
Obtain Timely Meter Read from Highr Revenue GeneratingRight Machine
Need to Submit the Meter Read
Customer and Possibly IOSC or Vendor
Stop:Meter Read is Obtained and Entered into
System
Timely Meter Reads
Process Customers(Top level description of the
activity)(Anyone who receives a
deliverable from the process)
Starting Point
17
High Level Process map
Contract Set-upCustomerMeter readPreference
Phone35%
Web/IVR24%
Vendor7%
Estimate9%
High Level Process Map
Did Method Fail
Y
N
18
Detailed Customer Phone Process
Contract Set up &Customer
Expectations set
Missing MeterReport (MMR)
Speak toCustomer
Receive Meteror asked for
additional infoCall Customer
E-mail, fax,voice mail
Leave S.O.P.voicemail
VoiceInfoY
N
Open Word
Create attachmentfilling out info onto
template fromMMR
Open OutlookCreate e-mail note
with attachment
Send e-mail
Open Word
Fill out Templateusing info from
MMR
Send to Printer
Walk to Printer Find Document
Walk to Fax
Send Fax
Endless Loop
19
Web/IVR Detail Map
Look at ContactData in Oracle
Is informationcorrect
MMR
Multi MeterRequired
NotificationType E-mal,
fax
Fax
Validate I.O.L.
Validate IKONO.L.
Fax Template #1
Fax Template #2
Validate Meter
Validate Metr
E-mail Template#3
Validate Meter
Receiv)e MeterRead (3 trys
Go To MMR
Receive MeterRead (3 trys)
Y N
Y
Y
NN
N
Y
Y
N
Fax Template #6
Receive MeterRead (3trys)
Validate Meter
Update Oracle
Y
Y
N
Receive MeterRead (3trys)
Update Oracle
Y
E-mail Template#4
Validate Meter
Update Oracle
Receive MeterRead (3 trys)
Go To MMR
NN
N
Y
WEB/IVR DETAIL FLOW
All Defects goTo MMR
20
Vendor detailed Map
Go to R.O.L orCanon O.L.
Download ReportIs there a
meter read?Go To Oracle
Is there a validmeter read?
Go to MMR
Enter into R.O.L.or C.O.L.
Enter into Oracle
Repeat PhoneCycle
Obtain Meter?Requee info from
Vendor
Update Oracle &C.O.L or R.O.L.
Request additionalinfo from Vendor
Y
N
Y
N
N
21
Detailed Process Map
MMR Created
Get MMR
BVA
DPU =
y = MMR is issued on-time
X = System Issues IT Support
Manager presenceTime of Month
Report changes
22
Detailed Process Map
Print , Distribute and Begin Calling
MMR Printed, Distributedand Calling Begun
BVA
DPU =
y = MMR printedMMR Given to staffStaff starts calling
X = printer functionEmployee availability
Employee trainingReport size
Team meetingsManager availability
23
High Level Process Map w/ X’s & Y’s
Call Customer
Call customer
VA
DPU =
y = Call customerMeter read obtained
X = All customer info. PresentCustomer availability
Employee trainingMultiple equipment
Customer has other issuesCustomer requests, fax, e-
mail, voicemail
24
Detailed Process Map
Validate
Validate
BVA
DPU =
y = Input/Accept Meter
X = Min/MaxLess than previous
Correct Previous HistoryTraining
System AvailabilitySystem Performance
Additional Resource NeededMultiple Oracle Screens
25
C & E Matrix
Rating of Importance to Customer
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Process Inputs MM
R issued O
n-t
ime
MM
R p
rinte
d
MM
R d
istr
ibute
d
Calls
begun b
y s
taff
Call
custo
mer
Mete
r re
ad g
iven
Total
1 System issues 02 IT Support 03 Manager presence 04 Time of the Month 05 Report Changes 06 Printer function 07 Employee availability 08 Employee training 09 Report Size 010 Team Meetings 011 Manager availability 012 All customer info. Present 013 Customer Availability 014 Multiple Equipment 015 016 017 018 019 020 0
0
Total 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
26
Need to Complete w/ Data
TASK to Complete Expected Date
MSA 9/5/03 DPMO 9/3/03 Z shifts 9/5/03 Process Capability 9/5/03
27
Red Flags
Data, data, data Current Reorganization Overlapping Charters Personnel Time Sensitivity
28
Next Steps
Finalize Financial Benefit Gather data to establish DPMO & Z scores Send out C & E Matrix to determine data collection Visit Houston CCC Apply this week’s knowledge