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1、Group Name: simple temaTeam leader:william.chen Co-leader: li yanMembers: niexiaolong zhangyufei others1-a.)Title标题：Simplify collection call dialing method, Increasing outbound call volumeKAIZEN group monthly report (Date: 2009-1-23 )4.) Plan-What is the problem? Root Cause 真因 1-b.) Theme主题： u Simpl
2、ify collection call dialing method, Increasing outbound call volumeu Reduce outbound call waiting time, improve efficiency of telephone collection5-c.) Do-Implementation实施方法No.ActionParticipatorDate123456Selected the overdue account which need follow-up base on the workqueue every day2-a.) Backgroun
3、d 现状把握：（基于事实和数据分析）问题选定 Telephone collector should reach KPI target of outbound call to finish daily work. Current KPI target is 150 outbound calls per person per day. All collection call was dialed by telephone system, KPI achieving status of telephone collection can be monitored by the report of te
4、lephone system. When telephone collector is dialing collection call, they need switch the interface from CMS to telephone system frequently. According to above operation workflow, telephone collector needs 25 minutes to complete the operation for achieving KPI target. If the time of switch screen wa
5、s used to collection call. In theory, 10 collection calls per collector can be done more than current outbound call volume per day.2-b.) Target setting up改善的目标设定 Simplify the operation workflow of switching between the CMS and telephone system Shorten the operation time of screen switching to 3 seco
6、nds Improve the outbound call volume, at least 5% above.3-a.) 活动计划Group Activity schedule:12月1月2月3月4月5月6月要因分析要因调查对策检讨对策实施效果确认标准化定制3.b) 活动效果确认EffectivenessCopy the telephone number to telephone system, complete the dialingThe call can not connect, switch back to CMS, copy other phone number, complete
7、 the dialing continuously ,The call is connected after communication, switch to CMS, and record. Need switch the screen of two systems to complete the dialing6-a.) Check-Confirming the Results效果确认NO.ItemsFormerTargetResultEvaluation12345Dealer/Staff /Customer Voice Muda EliminationOther benefitsTota
8、l cost saving per year = Cost saving - Investmentthe operation need switch the screen of two system to complete the dialing every time, the time is increasing 5-a.) Plan-HOW to countermeasure要因调查No.主要原因Major reason调查解析内容Analysis解析结果Analysis Result5-b.) SMARTTarget对策实施检讨品质意识Sense of Quality问题解决力 Problem solving团队合作Team work技能提升skill develop6-b.) Kaizen Mentor Assessment上司评价 7-a.) Act-Standardization 标准管理流程7-b.) Reflections and Recommendation反省和改进
