Internal Article Library 5S

Business Case:

Due to documents being stored in various locations with no revision control, clients and colleagues are being misinformed by referencing outdated documents. Clients are dissatisfied and as a result case turnaround times are being extended.

Problem Statement:

Colleagues must go to more than one location for documentation and that documentation might not be correct or updated which in turn causes misinformation to the client and increases colleague rework.

Tools Used:

Process Maps

5S

Implementation Plan

Control Plan

Solution:

Create one repository for all documentation, one internal for colleagues, and one external for clients.

Having one location for all documents reduces time to locate as well as case reduction based on client adoption of the knowledge article library.