Change OMAHA Processing tool to adapt to Kindle needs.
S – Situation: Our company’s receiving returns tool OMAHA involved AAs responding to a comprehensive questionnaire containing seven questions for each of the 270 returns processed daily per Assocaite and aprox 5000 returns per day. This tedious and time-consuming process was in need of optimization.
T – Task: My primary objective was to understand the value of each question and identify opportunities to simplify and optimize the returns process. To achieve this, I embarked on a comprehensive review and analysis of the existing workflow.
A – Action: I proactively engaged with various stakeholders, including problem solvers, processors, PA, and our contacts at Lab126. Through these discussions, I identified questions that were unnecessary, such as those with obvious, repetitive answers. I also recognized the importance of receiving returns using a DSN (Device Serial Number) rather than relying solely on UPCs.
In pursuit of this goal, I created a detailed document that:
- Highlighted the redundancy and inefficiency of certain questions.
- Demonstrated the impact of using DSNs in conjunction with RMAs.
- Presented the potential time and cost savings associated with these changes.
R – Result: Following the implementation of the project, the results were transformative:
- The Units Processed per Hour (UPH) increased significantly, rising from 27 to 35. This improvement in productivity directly contributed to the bottom line.
- In addition to the UPH increase, the project resolved several other issues within the returns process. The gatekeeping phase, which is the second part of the process, became more straightforward and efficient as well.
- Most impressively, the changes resulted in significant cost savings for the company, totaling $292,000 annually. These savings were a direct result of the streamlined process, which reduced labor costs and enhanced operational efficiency.
This project showcases the importance of continuous improvement and process optimization. By actively engaging with stakeholders, identifying redundancies, and implementing smart solutions, we not only boosted productivity but also delivered substantial financial benefits to the company. It’s a testament to the power of thoughtful analysis and proactive problem-solving in the business intelligence field.
