Standardization of Cable Service Installation Orders Assignment Process in Rural and Suburban Areas

Abstract

One of the great benefits of Lean Manufacturing is its diversity of applications beyond the size and type of industry. In this article lean concept alternatives are used under the DMAIC methodology as a systematic approach to improve the quality service in a cable company. The hurdle was represented by the installation orders assignment process in Rural and Suburban areas. The process was followed in detail to collect process information and create the current process flow. Next, the non value added activities were identified. The 5 whys method was employed to detect and recognize the root causes. Five top major offenders were indentified and improvements were recommended in order to counteract them. To sustain the improvement, the development of Standard Operating Procedures was proposed. In addition, the use of checklists and templates is necessary to monitor the process status. In the future, data will be available for an action review process. Key Terms - Improve, Lean, Service, Standard Operating Procedures.