ABVI Process Improvement Team Adam Kelchlin Dave Netti Jeff Sweet Dan Brauksieck Chris Sinclair.

ABVI Process ABVI Process Improvement TeamImprovement Team

Adam KelchlinAdam KelchlinDave NettiDave NettiJeff SweetJeff Sweet

Dan BrauksieckDan BrauksieckChris SinclairChris Sinclair

Credit to National Credit to National Science Foundation Science Foundation

(NSF)(NSF) This material is based upon work supported by the This material is based upon work supported by the

National Science Foundation under Award No. BES-National Science Foundation under Award No. BES-0527358.0527358.Any opinions, findings, and conclusions or Any opinions, findings, and conclusions or recommendations expressed in this material are those recommendations expressed in this material are those of the author and do not necessarily reflect the views of the author and do not necessarily reflect the views of the National Science Foundation.of the National Science Foundation.

AgendaAgenda

Background of ABVIBackground of ABVI

HistoryHistory Company MissionCompany Mission

Needs of SponsorNeeds of Sponsor

Increase order accuracyIncrease order accuracy

Increase efficiency of Drop Increase efficiency of Drop Shipment ProcessShipment Process

Simplify process for blind and Simplify process for blind and visually impaired workforcevisually impaired workforce

ScheduleSchedule

Gantt ChartGantt Chart

Iterative ApproachIterative Approach

5 Why Analysis5 Why Analysis

Eliciting Customer NeedsEliciting Customer Needs

On-site customer interactionOn-site customer interaction

5 Why Analysis5 Why Analysis

Why is there a need for the project?Why is there a need for the project?– To Improve Customer SatisfactionTo Improve Customer Satisfaction

Why is there a need to improve customer Why is there a need to improve customer satisfaction?satisfaction?

– Orders are being filled incorrectlyOrders are being filled incorrectly Why are orders being filled incorrectly?Why are orders being filled incorrectly?

– Team members are incorrectly filling ordersTeam members are incorrectly filling orders Why are team members incorrectly filling Why are team members incorrectly filling

orders in the Drop Shipment Area?orders in the Drop Shipment Area?– The layout is inefficient and the process is The layout is inefficient and the process is

error proneerror prone

Eliciting Customer Eliciting Customer NeedsNeeds

Met continually with project sponsorMet continually with project sponsor

Gained input from ABVI team membersGained input from ABVI team members

Sensitivity TrainingSensitivity Training

Customer Feedback – Order Customer Feedback – Order Discrepancy ReportDiscrepancy Report

On-site InteractionOn-site Interaction

Time StudiesTime Studies

MeasurementsMeasurements

Current Operating ProcedureCurrent Operating Procedure

Quantifying Customer Quantifying Customer NeedsNeeds

Mission StatementMission Statement

Objective TreesObjective Trees

QFDQFD

Needs Assessment DocumentNeeds Assessment Document

Design ObjectiveDesign Objective

Mission StatementMission Statement

The mission of this process The mission of this process improvement project team is to improve improvement project team is to improve the process in ABVI’s Drop Shipment the process in ABVI’s Drop Shipment Area in order to increase customer Area in order to increase customer satisfaction, increase throughput, satisfaction, increase throughput, reduce the amount of errors, and reduce the amount of errors, and ultimately develop a system that is ultimately develop a system that is more robust and user friendly to blind more robust and user friendly to blind and visually impaired personnel and visually impaired personnel

Objective TreesObjective Trees

Quality First Design Quality First Design (QFD)(QFD)

Needs Assessment Needs Assessment

Improve Customer SatisfactionImprove Customer Satisfaction – Ship correct notepads to correct customersShip correct notepads to correct customers – Ship correct quantity of notepads to the customerShip correct quantity of notepads to the customer– Ship notepads to customer on time (Secondary)Ship notepads to customer on time (Secondary)

Improve Drop Shipment Process for blind Improve Drop Shipment Process for blind and visually impairedand visually impaired

– Redesign LayoutRedesign Layout – Redesign Process StepsRedesign Process Steps – Eliminate Ergonomic Issues (Secondary Goal)Eliminate Ergonomic Issues (Secondary Goal)

Increase Orders per day Increase Orders per day (Secondary)(Secondary)

Design ObjectivesDesign Objectives

Concept DevelopmentConcept Development

Synthesized Morphological Synthesized Morphological AnalysisAnalysis

Peer Design ReviewPeer Design Review

FeasibilityFeasibility

Pros / Cons AnalysisPros / Cons Analysis

Weighted Attribute AnalysisWeighted Attribute Analysis

Current Process Current Process AnalysisAnalysis

Standard Operating ProcedureStandard Operating Procedure

Time StudiesTime Studies

Layout DocumentationLayout Documentation

SimulationSimulation

Standard Operating Standard Operating ProcedureProcedure

Time StudiesTime Studies

Layout DocumentationLayout Documentation

Current Layout Current Layout Simulation AnalysisSimulation Analysis

Detailed DesignDetailed Design

New Standard Operating New Standard Operating ProcedureProcedure

New LayoutNew Layout New SimulationNew Simulation Comparison of Simulation ResultsComparison of Simulation Results

Standard Operating Standard Operating ProcedureProcedure

Improved LayoutImproved Layout

New Layout New Layout Simulation AnalysisSimulation Analysis

Simulation ResultsSimulation Results

Distance Traveled Reduction of Distance Traveled Reduction of 33%33%

Distance Traveled

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

Old Layout Distance Traveled New Layout Distance Traveled

Mil

es Miles

Simulation Results Simulation Results (cont’d)(cont’d)

Order process time reduced by Order process time reduced by 6%6% Time to Complete an Order

4.25

4.3

4.35

4.4

4.45

4.5

4.55

4.6

4.65

4.7

4.75

Old Layout Processing Time New Layout Processing Time

Tim

e (s

)

Time (s)

Simulation Results Simulation Results (cont’d)(cont’d)

Areas for ImprovementAreas for Improvement– Entering Information into the Entering Information into the

ComputerComputer– Creating ShipmentCreating Shipment– Print LabelsPrint Labels

Resource Utilization at 70%Resource Utilization at 70%

Verifying and Validating Verifying and Validating SimulationSimulation

AnimationAnimation

Simulation ExpertSimulation Expert

Pedometer ResultsPedometer Results

Time Study ResultsTime Study Results

Cost AnalysisCost Analysis

RackRack Visual ControlsVisual Controls Non-Visual ControlsNon-Visual Controls

2 phase 2 phase Implementation PlanImplementation Plan