2-3 Case Study: Amy Brooks the DMAIC Process
The process improvement of auditing CFC donor pledges at Total Administrative Services
Corporation
The goals for the internal customer is to have more accuracy in pledge entry into two systems for
managing data. The goal for the external customer is to have no errors in monies being pulled
from payroll or checking accounts
To measure the process, we need to have audits done daily for the day prior. This will catch errors
within 24 hours of occurring and lessen the amount of errors going through the system. External
customers will not have errors than affect payroll files in have lengthy process of refunding on
errors committed in data entry process.
Using audit workbook, you can input data from each system in separate worksheets. This will
than do a cross comparison of each line of data to indicate errors to fix. The worksheet also
imports the name of the data entry person and auditor can use as a training tool to help alleviate
future errors.
Once auditor has completed the analysis they can work with staff to ensure that errors are fixed
by the data entry person who caused the error. Having root causes can help with training and
giving back the errors to the person who caused them will help diminish errors in the future.
During analysis you can delineate what are the common errors that data entry staff are doing. This
can then turn into the process to eliminate defects for future entry. If there is a common error that
could be avoided by the system having an enhancement, we can take that to the software
developer to create. This then will eliminate future issues.
To control future process performance, we have allowed those that do data entry to also audit
other entry from other staff. This is a great way to train and for data entry staff to see what issues
are common and occur. With this process we have shrunk down errors by 25% and have had
success in future audits.