ISE Graduate Seminar Series

Master of Engineering Capstone Presentation
Increasing Customer Satisfaction By Reducing Turn Around Time Using Lean Methodologies

Amit Batra
Master of Engineering Candidates
Industrial & Systems Engineering Department

Date: Thursday, February 16th, 2006
Time: 1:00 - 2:00pm
Location: Room 09-1149 (Kate Gleason Engineering Building)

Abstract:

Companies worldwide understand the need for a swift and effective response to the needs of their customers. Customer service is one of the most critical operations for a company as it deals with customers directly. Having a quick turn around time is crucial in customer repair departments. This paper explores how to reduce turn around time by using Lean Methodologies. Two high value products were analyzed for their repair times. The current process for the repair of both the products was evaluated and a value stream map was drawn. Several ideas were recommended to improve the process along with a cost benefit analysis. The key solutions that were implemented were reducing the batch size and having a measurement systems to keep track o the performce was also identified and implemented in the new process. A new value stream map was drawin for the new improved process. The benefits included not only increased customer satisfaction but also better resource utilization and faster operating cycle. There is an opportunity for process improvements by applying these same principles to other product repair lines to increase the efficiency.

Project Advisor:
Dr. Brian Thorn, Industrial & Systems Engineering

Questions?
Contact Dr. Michael Kuhl at 475-2134 or mekeie@rit.edu