Verify Tollgate-Paoli Processing
As before mentioned, Paoli want to satisfy their clients and vendors. In order to achieve the goal, I designed a new Process of Paoli. Now there are two ways for figuring out Paoli future state: prototyping and piloting.
If Paoli use Prototyping: I will creating a mock up of the process. It would not impact the customer but more helpful be able to see the process flow. Paoli can create test scenarios of the main problems which annoying the customer and vendors. This should include different person calling make the client and vendor answer the same questions repeatedly, late payment and complicated entailed to get paid make the vendor refuse to work with clients, resend purchase orders many times and the processing takes a very long time. Some employees from each department will do a role play and put into the future state process. The selected employee should be trained for the new process at first. And we also need the employees who would measure the outcomes. After a couple of days, employees should process the transitions based on the new process. Then we will measure the outcomes by the testers. The tester would review the impact on the customer and the CTQ measured by the new process. By reviewing, we can let the employee who is involved complete the survey. Then the VP will review the test outcomes and the feedback from the employees. After we get the results of the prototyping, if it is promising, the VP should train the employees with the new process in the whole company. In the design phase, the future state suggests to remove the item of In good order of the Paoli processing in Invoice Payment department and Purchase Order department, cause there is no specific standard of the item In good order. So Operators reject any complicated work items or ones where a lot of research may be involved. They just do the work items they know how to do. When in doubt, they just leave it in NIGO(Not in good order). So the we should standardized work. the employee of Invoice Payment Dept. and PO Submission Dept. should make sure they have finish their work even which are complicated. The employees of Invoice Payment Dept. and PO Submission Dept. should be trained for the new process that every employee should Check, Do, Verify. It will help the employee of Corrections Dept. to save their times and avoid to re-verify to the Vendor and It also helps to save time as a team and satisfied the client and vendor. If Paoli use Piloting: I will use the new process and measure the impact to the customer. This is "live" and will directly affect the customer. The pilot will impact only a few customer and vender. I will choose the client with most defects. Employee will be trained how to use the new process, and they will be told the new metrics will be used to measure their performance. After a couple of weeks, the transactions of customers would be done. We can compare these transactions based on new process
