Once the information was updated by both the morning and evening operators the

Once the information was updated by both the morning

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Once the information was updated by both the morning and evening operators, the drivers received a spreadsheet with their job details. The drivers then planned the following day’s schedule. Once a driver completed the pickup, they would return to the customer’s location with a final invoice prepared manually for cash and check payment, or email the invoice to customer for credit card payments. Each evening, the drivers would then send the data clerk the job details, 1
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which included the jobs performed, weights, invoices, payments received, and hours worked. The data clerk finally integrated all information to the central database for the morning operator to begin the cycle again. The current process allows for excessive opportunities for error. The call center operators utilize a spreadsheet that is not standardized or efficient to record customer work orders. There are opportunities to miss or delete information without notification, and this can cause issues if the driver does not receive the correct information. The data clerk is the individual that makes the day to day business operations possible by manually managing all data coming into the central database. On “several occasions, the clerk accidentally sent the wrong version of the database to the morning operator” who in turn sent it to the drivers. This type of incident sets back operations immensely. An incorrect database will cause overbooking errors, missing work orders and customer information, costing Kingo peace of mind, time and potential new customers. Kingo, and the data clerk, then spend hours correcting the system, during which time new work orders cannot be processed. In a time for growth, Kingo cannot afford to turn away customers. It is not only the manual systems which cause issues, but the overall process of data management, from order request to documenting completed work orders, that requires re-engineering. We have now researched and analyzed the current system, identifying the key issues, so the next step is designing a new system and process to correct and prevent the current challenges.
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