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Billing metrics

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  • #47600

    Schuette
    Participant

    Can someone help me with metrics for billing in a company to ensure incorrect billing or unbilled customers problems are eliminated. The company provides broadband internet mainly to domestic sector. Any help will be appreciated.
     
     

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    #158806

    qualitycolorado
    Participant

    Jim, Good morning!
    Regarding your request for “… metrics for billing in a company to ensure incorrect billing or unbilled customers problems are eliminated …”.
     
    It may be just semantics, but the metrics themselves will not ensure that the problems will be eliminated — you will need to launch an improvement effort (formal or informal) to investigate reasons for the problems and to eliminate those root causes.
     
    Regarding which metrics to include use on your improvement project — this is typically identified by your project’s Sponsor when he or she charters the improvement effort  — it sound like you have issues with incorrect billing, and missing billings for some customers — at a hight level, you and your Sponsor will probably want to track the percentage of billings that are incorrect, and the percentage of customers who should get a bill but do not. When you get into the details of the problem, there may be other metrics that you want to track that would be “influencers” for these higher-level metrics.
     
    … hope this is helpful ….
     
    Best regards,
    QualityColorado
     

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    #158808

    annon
    Participant

    J,
    You are midstream here.  I would want to work both upstrean, to link the poor performance issue with some stated corporate or business unit objective (hence justifying the use of resources on the problem), and downstream, to get from % defective (as QC alluded to earlier) to potentially causal inputs.  
    If your interest is simply to move downstream at this point, gather % defectives in both areas and then work to define defect codes (ie reasons for poor performance) using either SME input or historical data.  Some combination of Pmap, C&E diagram and matrix, FMEA, and Pareto Charts can all be helpful in this regard.
    Good luck.

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    #158812

    Brandon
    Participant

    While I won’t pretend to solve your entire issue here I believe I can make some helpful suggestions.
    Prior to being concerned about metrics, this issue begs for process mapping. Likely the defect causal factor is something lacking in the process that brings information about customer billing to those who create invoices. Make certain first that the input is timely & correct. Remember y = f(x).
    Once you identify the information flow path you can set metrics that track how the info flows. Then you’re on a path to find root cause.
    Good luck.

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    #158855

    Silviu
    Member

    Jim,
    We have similar problems with billing. And we had improvement projects without major success. We have hundredth of rate plans, voice, data and others, special deals with key accounts, so many combinations. We have problems with clarity and accuracy of the bill.
    I believe, any billing related project needs an experienced BB. Metrics will not help you.

    Silviu

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