| The purpose of this paper was to investigate the work performed by a group of people engaged in the processing of invoices in a large corporation. There were misunderstandings about the nature of the work performed by this group and there were misunderstandings about the capacity of the work output of this group. The improvement of quality, in this study, was aimed at lowering the processing time of invoices.; As a first step, historical data were gathered for the construction of control charts and run charts which were used to determine if this group was in statistical control. The usefulness and the sensitivity of control charts are illustrated in this study.; Analysis of these data indicated that, for practical purposes, the system studied may be considered stable, in control. Accordingly, improvements in quality and productivity depends on some fundamental change in the system, management's responsibility.; Suggestions are given for management's consideration for the purpose of improving quality, productivity, and competitive position. Since the system was determined to be in statistical control, the responsibility for fundamental change in the system rests with management, not with the people on the job. Factors which increase the processing time of invoices are identified for management action and suggestions are made for the application of Dr. W. Edwards Deming's Fourteen Points For Management to the work of invoice processing.; Specific gains, after fundamental changes are made by management, will be: (1) Improved relations between management and workers. (2) Improved quality (decrease in invoice processing time). (3) Lower cost of operation. (4) Encouragement of future useful suggestions from members of the invoice processing group. (5) Installation of a new philosophy toward constant improvement. (6) Improved vendor relations which will result from quicker payments to vendors. (7) Lower turnover in this group. (8) Beneficial impact on associated work groups. |
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