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bt 2 Update Ready, Set… Go Live… Los Lunas and West Branches July 1 st , 2009

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bt 2 Update Ready, Set… Go Live… Los Lunas and West Branches July 1 st , 2009. Los Lunas/ Branches Status: 7/20 Go Live. Overall status. Los Lunas / Branches Status: 7/20 Go Live. Overall status. Los Lunas / Branches Status: 7/20 Go Live. Overall status.

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bt2 Update

Ready, Set… Go Live… Los Lunas and West Branches

July 1st, 2009

customer order management kaizen
Customer Order Management Kaizen
  • Key Outcomes
    • Re-established alignment of a customer care consultant to customers (accountability)
    • Brought clarity to processes and ownership to include owners and backups for each major process
    • Identified failure points and put in process controls to prevent fallout – including reconciliation tool
    • Re-established policy to avoid adding stops for TPI’s – was driving many “special handling” situations
    • Reviewed and changed key system setups such as lead time
    • Problem resolution process with escalation steps
    • Training module and assessment for customer care consultants – includes troubleshooting
    • Established clear daily cut-off times for key processes
    • DVA Issues (other than those identified through kaizen)
customer order management kaizen1
Customer Order Management Kaizen
  • Key Open Actions
    • Customer Order Reconciliation database Doug Bennett
    • CSR Proficiency evaluation and training Doug Gorsuch
    • OTM Knowledge Transfer to Larry P CB Roe
    • Accountability Matrix for Process Deadlines Robert Wilson
    • Backward Integrate Production Audit Report R4 Doug Bennett
dva and orlando issues
DVA and Orlando Issues
  • DVA and Orlando Issues
    • Month End Close stabilization
    • Resolve Critical and High Issues for Orlando
    • ProCAB roll-out to get back on-track
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