A New Application of Design of Experiments: Reducing Bill Processing Time For a Service Department

Article

Kapadia, Mehernosh M.; Krishnamoorthy, S.   (2001, ASQ)   Tata AutoComp Systems Ltd., Pune, India; S.N.D.T. University, Mumbai, India

Annual Quality Congress, Charlotte, NC    Vol. 55    No. 0
QICID: 14688    May 2001    pp. 422-432
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Article Abstract

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.

Keywords

Case study,Statistical process control (SPC),Process analysis,Design of experiments (DOE)

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