Kapadia, Mehernosh M.; Krishnamoorthy, S. (2001, ASQ) Tata AutoComp Systems Ltd., Pune, India; S.N.D.T. University, Mumbai, India
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A ten-step process improvement model using simple design of experiments (DOE) tools is used to improve bill-processing time for a utility company. Results show a 70% reduction in bill processing time without major capital outlay or increase in human resources. This study demonstrated that statistical techniques can be used to improve processes in non-manufacturing industries and can produce tangible results that lead to improved profit margins.
Case study,Statistical process control (SPC),Process analysis,Design of experiments (DOE)