Document Management and Retrieval
Challenge
Time taken for retrieval of documents by a large records management company was extremely high resulting in customer complaints and loss of revenue in form of penalties.
Objectives:
Reduction of retrieval time for key customers by at least 15%.
Solution:
Designed an end to end measurement system for tracking sub process KPIs and also to provide better visibility of process performance. Identified and eliminated wastes like inventory wastes, waiting time and over processing. ABC analysis was done to segregate fast- and slow-moving file for top customers. Wi-Fi scanners were provided to operators to reduce motion during peak hours.
Results:
The outcome was a reduction of retrieval time by 22% and close to zero penalties