Improvement of Aging and Closure Performance of Nonconformance Reports in the Distribution Pole Program Through Target-Based Queue Management

Abstract

This project examined the post-construction Nonconformance Report process in the Distribution Pole program to improve aging and closure performance through the target-based queue management framework. The work used workflow review, data preparation, baseline definition, framework design, and dashboard-based monitoring to support escalation controls and operational follow-up. Results were evaluated by comparing the active NCR population on April 14, 2026, and May 11, 2026. Open reports changed only slightly, from 350 to 348, but median aging decreased from 125 to 51 days, representing a 59.2% reduction. The oldest backlog categories improved, while justified coverage of active NCRs above 90 days increased from 49.75% to 100.00%. Although the original overdue measure based on more than 30 days worsened, the revised 45-day escalation thresholds showed improvement. Overall, the project exceeded its minimum objective of reducing median aging by at least 8%.