Six sigma undergraduate project using the DMAIC methodology. Completed after performing a Process audit (PEMM)

1. DMAIC Analysis on Purdue Travel Procedure
CONCUR User Integration Improvement
Project Charter
Background
Since January 2013, the Central Travel Office has replaced
the paperwork process with CONCUR Travel and Expense
across Purdue University, including regional campuses.
CONCUR is the leading provider of integrated travel and
expense management solutions. In conjunction with
ALTOUR travel agency and the introduction of JP Morgan
Chase Visa travel card, CONCUR intended to provide
automated booking, authorization, and reimbursement
processes, thus eliminating Form 17 and Form 25, which
were previously required in the paperwork process.
Acknowledgments
We would like to thank the Central Travel Office, including Gayle Stetler for their generous assistance with the project support. We would also like to acknowledge Dr. Ragu Athinarayanan,
Debbie Tutak, and Dr. Chad Laux from the TLI department for their support. Last but not least, we thank Emily Haygood and Steven Cain for their insightful inputs for our project.
Measure
In the previous paperwork system, the baseline
performance of the Reimbursement Preparation Process
(comparable to Expense Report in CONCUR System) was
measured by interviewing processors and managers in
Business Office and Central Travel Office. The process time
was estimated to be 78 hours while the lead time ranged
from 11 to 28 days.
VSM – Paperwork Process
Jason D. Widgery, Weng Kwong Chan, Kevin Chang
Technology, Leadership and Innovation, College of Technology, Purdue University, West Lafayette, IN
Frequency 128 56 1 11516322871124 858 807 634 210 199
Percent 0.6 0.3 0.0 0.070.610.7 5.2 4.0 3.8 3.0 1.0 0.9
Cum % 99.7100.0100.0100.070.681.3 86.5 90.5 94.3 97.2 98.2 99.1
Exceptions
Allocation
Required
Account Assignm
ent
Fare
Class
Hospitality
AND
Allow
ance
M
ileage
Rental Car Class
Car Rental Preferred
Vendor
EXP
>
TR
Contra
Expense
Trip
Request M
issing
Duplicate
Entry
>
60
days
old
20000
15000
10000
5000
0
100
80
60
40
20
0
Frequency
Percent
Pareto Chart of Exceptions for 2013
403020100
8000
6000
4000
2000
0
403020100
8000
6000
4000
2000
0
ECET
Approval (Days)
ApprovedAmount
MET
TLI
Panel variable: Department
Scatter plot of Appr oved Amount vs Appr oval ( Days) Betw een Jan 2 7, 2013 and Nov 27, 2013
Relationship between Approved Amount and Approval(days) from CoT Department
VSM – CONCUR Process
Data Analysis
Improvements
Increased training level (for both travelers and delegates)
Educate users about exceptions to reduce exception
occurrences and audit rejections
Step-by-step instructions
Develop a cleaner user interface and intuitive features
Reorganize online resources, making them more accessible
Make use of CONUS reporting services in the Central Travel
Office to evaluate the performance of CONCUR
Enhance SAP integration to simplify account assignment in
the expense report
30.022.515.07.50.0-7.5
LSL USL
LSL 0.04
Target *
USL 7
Sample Mean 5.92553
Sample N 94
StDev (Within) 5.90413
StDev (Ov erall) 5.88828
Process Data
Cp 0.20
CPL 0.33
CPU 0.06
Cpk 0.06
Pp 0.20
PPL 0.33
PPU 0.06
Ppk 0.06
Cpm *
Ov erall Capability
Potential (Within) Capability
PPM < LSL 127659.57
PPM > USL 287234.04
PPM Total 414893.62
Observ ed Performance
PPM < LSL 159418.56
PPM > USL 427796.89
PPM Total 587215.44
Exp. Within Performance
PPM < LSL 158768.11
PPM > USL 427604.68
PPM Total 586372.79
Exp. Ov erall Performance
Within
Ov erall
Process Capabilit y of Approval (Days) Bet ween Jan 27, 2013 and Nov 27, 2013
TLI Department