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II. Reengineering Case Study Section VI TrashPro Summary of Selected Process Issues, Implications and Process Redesign Opportunities Issue Ref # Key Process Issues Implications Process Opportunities PAGE 5 1 Sales personnel almost always promise new customers same day or next day service initiation. -Due to the minimum process cycle time needed, there is not enough lead time to install bins or service new customers in accordance with promises made. This results in reduced customer satisfaction, lost business and increased costs (e.g. handle customer inquiries, emergency deliveries...etc.). - Streamline new business processing - Establish new service initiation guidelines which will meet both customer requirements and provide sufficient operating lead time 2 Completing service agreement related paperwork takes too much time and adversely impacts sales force productivity. Sales reps are required to be in the office by 3:00 pm each day to complete their paperwork. Reduced new business and higher selling costs. - Redesign process to maximize in field selling productivity while meeting internal administrative requirements. - Revise process/forms required for processing service changes. 3 Customers frequently do not understand fully the terms of the contract and the administrative/billing process. - Customer frustration/reduced customer satisfaction. - Increased administrative costs due to the handling of customer inquiries. - Design a front end process step in which the sales rep adequately explains the contract terms and administrative billing procedures. 4 There is a 60% error rate in service agreement (SA) accuracy and sales reps frequently do not turn SAs in on time. - Extensive costs are incurred to review and correct SA. - Additional increased costs associated with correcting billing errors which resulted from errors not detected. - Reduced customer satisfaction. - Cash flow slowed due to customers sitting on their bills until problems are resolved. - Red