DMAIC Analysis on Purdue Travel Procedure

CONCUR User Integration Improvement

Project Charter

BackgroundSince 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.

AcknowledgmentsWe 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.

MeasureIn 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 ChangTechnology, Leadership and Innovation, College of Technology, Purdue University, West Lafayette, IN

Frequency 128 56 1 11516322871124 858 807 634 210 199Percent 0.6 0.3 0.0 0.070.610.7 5.2 4.0 3.8 3.0 1.0 0.9Cum % 99.7100.0100.0100.070.681.3 86.590.5 94.3 97.2 98.2 99.1

Exceptions

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40

20

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Frequency

Perc

ent

Pareto Chart of Exceptions for 2013

403020100

8000

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403020100

8000

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ECET

Approval (Days)

Appro

ved A

mount

MET

TLI

Panel variable: Department

Scatterplot of Approved Amount vs Approval (Days) Between Jan 27, 2013 and Nov 27, 2013

Relationship between Approved Amount and Approval(days) from CoT Department

VSM – CONCUR Process

Data Analysis

ImprovementsIncreased training level (for both travelers and delegates) Educate users about exceptions to reduce exception occurrences and audit rejectionsStep-by-step instructionsDevelop a cleaner user interface and intuitive featuresReorganize online resources, making them more accessibleMake use of CONUS reporting services in the Central Travel Office to evaluate the performance of CONCUREnhance SAP integration to simplify account assignment in the expense report

30.022.515.07.50.0-7.5

LSL USL

LSL 0.04Target *USL 7Sample Mean 5.92553Sample N 94StDev(Within) 5.90413StDev(Overall) 5.88828

Process Data

Cp 0.20CPL 0.33CPU 0.06Cpk 0.06

Pp 0.20PPL 0.33PPU 0.06Ppk 0.06Cpm *

Overall Capability

Potential (Within) Capability

PPM < LSL 127659.57PPM > USL 287234.04PPM Total 414893.62

Observed PerformancePPM < LSL 159418.56PPM > USL 427796.89PPM Total 587215.44

Exp. Within PerformancePPM < LSL 158768.11PPM > USL 427604.68PPM Total 586372.79

Exp. Overall Performance

WithinOverall

Process Capability of Approval (Days) Between Jan 27, 2013 and Nov 27, 2013

TLI Department