R

e
s
o
l
v
e
t
h
e
p
r
o
b
l
e
m

M
a
n
u
a
l
s
c
r
u
b
b
i
n
g
D
a
s
h
b
o
a
r
d
s
u
m
m
a
r
y

E
n
t
e
r
d
a
t
a
i
n
K
I
P
G
e
t
d
a
t
a
f
r
o
m
o
r
a
c
l
e

R
e
c
e
i
v
e
c
o
m
p
l
a
i
 n
t

Kkk

The company receives the complaint from the customers and the customer
service enters the data into KIP. The KIP data get send to the ERP and the data is
retrieved to resolve customer problems. Then the data is looked at get it
scrubbed to see what kinds of errors are being made. The scrubbed data is then
put into dashboard to look at for everyone.

Customer calls in to order a certain item since there is no ordering online. The
office in Manila takes the order and puts it into the CRM. The warehouse in U.S.A.
then receives the order and the product is made the way customer wants it. The
order is then shipped and if the customer is satisfied with the product the
payment is made.

OMIS 498 Business Analysis Capstone

Knaack LLC: CRM Data Entry Errors

Discovery II:
Initial Project Charter

Udit Agarwal
Austin Mealer
David Jacobs
1/24/2013

Instructions for preparing document​:

1) This document contains several text blocks formatted with red text. After
reviewing the text, replace those blocks with information pertaining to your project.
2) Delete the ​[blue instructions enclosed in brackets​] once reviewed. These
instructor comments are meant to offer guidance, but won’t add value to the final
document.
3) All black italicized text blocks should remain in the final document to provide
clarity about the purpose of select sections
4) Teams may use any method to generate the content (i.e., emailing Word files,
SharePoint, or Google Drive), but the final document submitted for grading must use
MS Word and the header ‘Styles’ (i.e., header structure) currently used in the
deliverable guidelines. The final document should have a professional appearance.
5) Once the document is complete, place your cursor over the Table of Contents,
right click, and select ‘Update Fields.’
6) Delete these ‘Instructions’ from this document.
7) Save the file using a ‘Fall2012Team99ProjCharter.doc’ filename format where you
replace 99 with your team number.
8) Submit the final document approved by the business sponsor to Blackboard by
the date and time specified in the syllabus.

Table of Contents
Purpose of this Document 1
1. Problem Statement 2
2. Goal Statement 2
3. Project Scope. 2
A.​ ​What are the process boundaries?. 2
B.​ ​What, if anything, is out of bounds?. 3
C.​ ​What resources are available for the project?. 3
D.​ ​What time commitment is expected of team members?. 3
E.​ ​Initial Draft of Project Scope Statement 3
4. Project Benefits and Costs. 3
A.​ ​Project Benefits. 3
B.​ ​Project Costs. 4
5. Measuring Process Defects. 4
A.​ ​Metrics, or Defect Measurement 4
B.​ ​Measurement System.. 5
6. Initial Draft of a Project Objective. 5

Purpose of this Document

This is the second discovery document containing information needed to assemble a

Business Case​ for this project. This document summarizes the problem statement,
goals, project scope, and an initial draft for the project objective. Also included in this
document are proposed method for collecting process metrics and a list of expected
project benefits and costs.

An​ example is available for review illustrating a purchasing process. See pages 68-70
of “Six Sigma for Green Belts and Champions,” written by Gitlow and Levine. Other
examples were provided in OMIS 352, Business Project Management.
1.​ ​Problem Statement

The data being analyzed needs to be improved so they can get the proper objective
data. in addition, the data that is available to the manager has a quality problem
including inaccuracy and incompleteness.

2.​ ​Goal Statement

The purpose of the Goal Statement is twofold. First, it should provide the improvement
objective for this project in general terms. Consider this a high-level elevator speech
describing the project. The Project Objective (see Section 6 below) will restate the goal
using specific details. The second part of the goal statement is necessary due to
limitations associated with an academic semester. Teams should affirm the expected
outcome originally stated in the Team Charter.

The Goal of the project is to report what needs to be scrubbed and changed from the
data. Any errors need to be fixed so the manager can go back to the data and realize
what kind of errors are made so they can be stopped in future.

3.​ ​Project Scope

Before drafting an initial Project Scope, teams should first answer a few questions listed
below. Nonetheless, the Initial Project Scope Statement provided below will generally
evolve as teams progress in through the Definition Phase.

A.​ ​What are the process

boundaries?

One of our starting points is obtaining as many resources as we can about the problem.
We also need to set goals in a timeliness manner and stay within our means of
resources. Make sure we use SMART goals so our process changes can be attainable.

B.​ ​What, if anything, is out

of bounds?
Time is going to be a possible scope creep that can be unseen in the future plus
resources that we can actually use and find. Other areas that will be out of scope will be
monitoring and adjusting the new system. Anything that does not involve making their
CRM data entry more accurate will be considered out of scope

C.​ ​What resources are

available for the project?
Some of the resources will be OMIS professors including OMIS students. To add
to that using the library as a resource pertaining to answers on software used. We will
also need to use our sponsor as resource to obtain information specific to the process

D.​ ​What time commitment is

expected of team members?

we all agree to commit up to 7-8 hours of group time every week. there will be limited
availability during day time of the week because of classes but evening works best for
all three of us.

E.​ ​Initial Draft of Project

Scope Statement

For our team to come up with a way that Surab can pull out the data instead of always
going through Don everytime, and fix the way data is analyzed being incomplete or
inaccurate.

4.​ ​Project Benefits and Costs

This section will list potential benefits and costs associated with this project. This
section should identify a general list of benefits and costs since the recommended
solution is not identified. Once a recommend solution is identified, team will create a
more detailed discussion for the Business Case. However, a detailed financial analysis
may be deferred to Phase 3 for inclusion in the Final Project Report.

Make sure that there is an actual objective for the project objective. Put in place MOV
and SMART goals, more importantly there will be complete training, and accuracy that
can be analyzed​.

A.​ ​Project Benefits

o​ ​Quantitative (hard) Benefits​: The following list identifies potential benefits
 ● Reduces the number of lost cost due to shipping to the wrong location
● Increased accuracy and complete data entries
● Decrease in cost due to reduced waste
● Reduced cost due to accurate shipping

o​ ​Qualitative (soft) Benefits​: The following list identifies other project benefits

● Complete and make the data accurate

● Improve customer service ratings
● Improve customer satisfaction levels
● Accurate data will allow more efficient forecasting
● Raise our customer retention rate

B.​ ​Project Costs

o​ ​Immediate Costs​: The following list identifies anticipated expenditures necessary to
complete this phase of the project whether they are incurred by the sponsor, team
members or any other stakeholder. Pro bono time of team members or any other
resource should be listed and identified accordingly.

● The cost of employee’s taking more time to scrub the data

● Initial training of employee’s
● The cost of the initial evaluation of the process

o​ ​Recurring or ongoing costs​: The following list identifies other ongoing costs the
sponsor will likely incur in the future

● Cost of monitoring the system

● Cost of updating the system
● Cost of retraining employees

5.​ ​Measuring Process Performance

A.​ ​Metrics, or Defect

Measurement
Examine the metrics identified in ​Section 3B: Tentative Selection of Preferred
Performance Metrics​ found in the D ​ iscovery I: Business & Process Overview.​
Review, revise and finalize the metrics, such that the collective subset accurately
measures the defect identified within the Problem Statement. Teams may want to
identify other metrics to reflect the performance of key process requirements associated
that are not discussed within the Problem Statement. The purpose for doing so is to
avoid the creation of new problems in an effort to solve the existing problem.

How will you measure the process performance?

● ​Metric 1: Return policy percentage

● ​Metric 2: Reduced amount of customer complaints
● ​Metric 3: Reduced amount of incorrect Excel entries
● Metric 4: Improved CAM data corrections

B.​ ​Source of Metric /

Measurement

Some of the data can be attained by the sponsors but others will need to be asked from
them. If not attainable by sponsors then our team can come up with a solution and
present it to them to see if it is viable. This will mean we will need to monitor and collect
data from the current process. We can make a google document allowing them to
access it and it can also be made available in our database in near future.

6.​ ​ Initial Draft of a Project Objective

The project Objective is a clear statement indicating the purpose for the process
improvement project. Businesses that follow the Six Sigma methodology require it to
contain five key elements: a reference to a process, critical-to-quality (CTQ)
characteristics, CTQ target, CTQ direction, and a deadline. This closely reflects a
different model that suggests a project objective should be SMART (Specific,
Measurable, Attainable, Relevant and Time Bound).

Project Objective
● If quality of data is improved, it allows Knaack to analysis data quicker, allowing
corrective actions to be taken sooner!