| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 7.54 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
This project aims to reduce the call-out in the elevator which is produced due to various reasons. Call-out is any calls from a customer whose equipment are not functioning as desired by the them or the end user. It is not desirable for any companies to have such customer calls very often. This indicates the satisfaction of customer and the quality of service that the company is providing. Call-out and customer satisfaction are inversely proportional (i.e. as the call-out increases the customer satisfaction is reduced). So, if we need the customer to be happy, we should have least call-out as possible. The project approaches the challenge by implementing one of the renowned lean method DMAIC along with LIFT; attempting to reduce the call-out as much as possible.
Initially, the data related to the call-out are collected from the customer care, from which the relevant information is studied. Once all the contents in the data are familiar, then the proposed method is applied.
Before starting the project, the KPI is measured to have a reference of the performance. As the project proceeds, the KPI is measured to have a track of the performance. The KPI is measured at the end of the project one final time to verify the performance changes. Furthermore, a control plan is implemented to restrict the KPI within the specified limit. At the end of the project, measuring the KPI shows that there is improvement in the performance.
Description
Keywords
Call-out Elevators FYCOR Quality Classification Pareto analysis ABC analysis correlation DMAIC LIFT Operations Improvement