Transcript Charter - Berea College

Charter
1.
Mission- The Distribution Center offers complete and efficient customer service by processing all
catalog and internet orders within 24 to 48 hours, with no mistakes, and does so with a process that
streamlines order taking, reduces paperwork, insures efficient use of packaging and provides a
system for new staff training in the necessary processes.
2.
Burning Platform- Customers do not receive their orders in 5 to 7 business days because of
mistakes in the ordering process and a lack of clarity with processes that the student staff must use
to complete the order.
3.
Process Description- Orders are received by phone, mail, and internet; the data for phone and mail
orders is input manually, with any special instructions; a pick ticket is printed in the front office and
warehouse staff must come to the front area and make a copy and return to the warehouse; the
products are pulled from the shelves; special instructions are added and the packaging finished;
students enter the customer shipping information in the UPS module and process the package; end
of day report is brought back to the front office and a number of reports are run to separate each
type of sale and to balance the day’s receipts against customer orders and cash. Each customer
order must have a hard copy and be filed alphabetically. Each end of day report must be cataloged
and retained until a receipt is returned from Finance; one copy of the receipt is then discarded.
4.
Problem Statement- Confusion and inefficiency often exists in order processing because the staff
often changes hourly, a process that involves disjointed steps, and a work space not aligned to
handle necessary tasks efficiently.
1.
Sponsor-
Deloris Coleman
2.
Process Owner-
3.
Team Lead-
Tim Glotzbach
4.
Facilitator-
Tim Glotzbach
5.
Team- Tim Glotzbach, Deloris Coleman, Charlie Gipson, (Hannah Storey, Kyra Robinson, Olivia
Cundiff- added Fall 2014)
Tim Glotzbach