Urgent clearance register

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    hi, I am working in financial service company, and i was allocated a task to look at urgent clearance register for LSS purpose.
    Financial department will identify exception (contributions) cannot be clear in 12 days. Operation will contact the customer to follow up with outstanding information/requirments. biz rule is 30 days, and there are a lot of record cannot be cleared in 30 days. one root cause is staff not know the rules, and another one customer cannot provide on time (two follow-ups before it hits 30 days).
    if it is only because of biz rules, we can design a procedure in place to guarantee the biz rules are followed. how i link the data analysis to it?
    cause it could not be measure from the data set.



    What data analysis?  How do you know one of the root causes is not knowing the rules?
    If you can’t measure it, how do you know you will have made an improvment?
    You say  “If it is only because of business rules..” – – STOP right there and work to get rid of the “IF”.  Be sure what you are aiming to fix is indeed part of the problem.
    Look at the process map, maybe you need more “L” than “SS” for this.

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