dmaic analysis on purdue travel procedure concur user integration improvement poster
DESCRIPTION
Six sigma undergraduate project using the DMAIC methodology. Completed after performing a Process audit (PEMM)TRANSCRIPT
DMAIC Analysis on Purdue Travel Procedure
CONCUR User Integration Improvement
Project Charter
BackgroundSince January 2013, the Central Travel Office has replaced the paperwork process with CONCUR Travel and Expense across Purdue University, including regional campuses. CONCUR is the leading provider of integrated travel and expense management solutions. In conjunction with ALTOUR travel agency and the introduction of JP Morgan Chase Visa travel card, CONCUR intended to provide automated booking, authorization, and reimbursement processes, thus eliminating Form 17 and Form 25, which were previously required in the paperwork process.
AcknowledgmentsWe would like to thank the Central Travel Office, including Gayle Stetler for their generous assistance with the project support. We would also like to acknowledge Dr. Ragu Athinarayanan, Debbie Tutak, and Dr. Chad Laux from the TLI department for their support. Last but not least, we thank Emily Haygood and Steven Cain for their insightful inputs for our project.
MeasureIn the previous paperwork system, the baseline performance of the Reimbursement Preparation Process (comparable to Expense Report in CONCUR System) was measured by interviewing processors and managers in Business Office and Central Travel Office. The process time was estimated to be 78 hours while the lead time ranged from 11 to 28 days.
VSM – Paperwork Process
Jason D. Widgery, Weng Kwong Chan, Kevin ChangTechnology, Leadership and Innovation, College of Technology, Purdue University, West Lafayette, IN
Frequency 128 56 1 11516322871124 858 807 634 210 199Percent 0.6 0.3 0.0 0.070.610.7 5.2 4.0 3.8 3.0 1.0 0.9Cum % 99.7100.0100.0100.070.681.3 86.590.5 94.3 97.2 98.2 99.1
Exceptions
20000
15000
10000
5000
0
100
80
60
40
20
0
Frequency
Perc
ent
Pareto Chart of Exceptions for 2013
403020100
8000
6000
4000
2000
0
403020100
8000
6000
4000
2000
0
ECET
Approval (Days)
Appro
ved A
mount
MET
TLI
Panel variable: Department
Scatterplot of Approved Amount vs Approval (Days) Between Jan 27, 2013 and Nov 27, 2013
Relationship between Approved Amount and Approval(days) from CoT Department
VSM – CONCUR Process
Data Analysis
ImprovementsIncreased training level (for both travelers and delegates) Educate users about exceptions to reduce exception occurrences and audit rejectionsStep-by-step instructionsDevelop a cleaner user interface and intuitive featuresReorganize online resources, making them more accessibleMake use of CONUS reporting services in the Central Travel Office to evaluate the performance of CONCUREnhance SAP integration to simplify account assignment in the expense report
30.022.515.07.50.0-7.5
LSL USL
LSL 0.04Target *USL 7Sample Mean 5.92553Sample N 94StDev(Within) 5.90413StDev(Overall) 5.88828
Process Data
Cp 0.20CPL 0.33CPU 0.06Cpk 0.06
Pp 0.20PPL 0.33PPU 0.06Ppk 0.06Cpm *
Overall Capability
Potential (Within) Capability
PPM < LSL 127659.57PPM > USL 287234.04PPM Total 414893.62
Observed PerformancePPM < LSL 159418.56PPM > USL 427796.89PPM Total 587215.44
Exp. Within PerformancePPM < LSL 158768.11PPM > USL 427604.68PPM Total 586372.79
Exp. Overall Performance
WithinOverall
Process Capability of Approval (Days) Between Jan 27, 2013 and Nov 27, 2013
TLI Department