OPS 571 Process Improvement Plan

Process Improvement

University of Phoenix

Process Improvement Plan

An inherent part of the service experience is that customers dislike waiting and this waiting influences the customer evaluation of service (Taylor, 1994). Kaiser Permanente's business office is working on improving their customer service process time for financial aid applications. Currently the average completion time that a customer spends in the office is about 23 - 38 minutes from start to finish. The business office team made minor changes in their process flow to decrease bottlenecks in the process flow. The goal is that these improvements decrease the average wait time to 16 - 22 minutes. Over the past few weeks time studies have taken place to analyze if the process improvements...