Documentation Enhancement and Process Optimization in Luna & Company Inc.

Abstract

This project focuses on improving documentation and operational processes at Luna & Company Inc., an insurance service provider operating in Puerto Rico, Texas, and Florida. Rapid growth revealed inefficiencies in onboarding, workflow consistency, and digital tool usage. Using the DMAIC methodology, the team addressed issues such as lack of standardized documentation and unstructured training through targeted improvements. Key actions included developing a centralized digital knowledge base, digitizing workflows, and automating tasks with Microsoft 365 tools. Results included a 33% reduction in task time, onboarding cut from 14 to 7 days, and a 129% increase in digital tool adoption. Documentation errors dropped by 75%. Improvements were sustained through internal audits, dashboard monitoring, and KPI tracking. Strategic recommendations include ongoing training, performance monitoring, and continued integration of digital tools to sustain and build upon the improvements achieved. Key Terms – Automation, DMAIC, Onboarding, Workflow Digitization.