First of all, the final customer of the company is external because it is explained that it serves the general public. That’s them that are complaining. We can talk of a B to C company. But in another way, the problem shows that we can consider an intern customer of this process too, the unit that is concerned by collecting the money. 

Short run:

Define the problem, and the impact and all collaterals damages.

Necessary to engage all areas : Financial unit, customer service, technical unit... So it’s necessary to create a multi unit team to investigate to understand the causes : if it’s human error or software errors in data processing. Then this team will give a diagnosis and corrective actions to avoid management errors. 

Long run:

A consulting firm that will search for the root causes and organize the implementation of improvements in the long run and that will involve the whole company using agile tools like DMAIC.

In a nutshell :

             *It is necessary to identify the branches where the problem is the most important and frequent by collecting the data recorded by these companies.

            *Visit these companies and discuss with the head of the teams concerned (Identify the teams concerned).

            *Using tools such as SIPOC, DMAIC, Brainstorming, or flowchart to identify the source of problems. 

            * Need to investigate possible cause of problem 

 - Employees not properly trained or trained in recording transactions and statement shipments

  - Computer errors (Incorrect entry data, inattention error, defect in the data collection, etc.)

            *Put in place a detailed action plan to solve the problems identified.

            * Explain the situation to employees and explain why we conducted this study and the purpose of the action plan discussed above.

 

=>Long terme 

            *Write a clear and effective procedure to explain to employees how to record transactions, how to send statements.

            *Train company personnel in the positions affected by the problem, so that it does not reoccur

            *Use a quality engineer to manage or implement a quality management system that will use quality tools to prevent the problem from occurring again.

            *Measure the effectiveness of the solutions found using specific indicators (a summary dashboard can be used as a guide).

Define the problem : incorect transactions, checks and statements mailed incorrectly and difficulties getting these problems corrected 

Measure : these impact more than 400 branch offices and they impact the costumers too 

Analyze : we think it’s better to use the 5 whys tools or 5M analyzis

Improve : 

-          Problem : incorect transactions, checks and statements mailed incorrectly and difficulties getting these problems corrected

-          Principal cause : lacks of training and competence control / qualification 

-          Solution : training for employees and more controls, create an audit 

Control : plan control, audit, risk analysis, KPI

Short run : ask an external finacial services to control the transaction, checks and statements

Long run : make more audits, regular qualification controls