Table 2

Project charter

Project title: Improvement of the total service time
Background and reasons for selecting the project
The subject we are studying concerns customer service time, per service department and overall. The construction sector has very little margin for delay; therefore, the speed of service and the provision of correct products are key factors for customer satisfaction
Aim of the project
Reduction of the median service time by at least 15%
Project championGeneral Manager
Project leaderQuality Control Manager
Team membersSales Manager
Warehouse Manager
Cashier I
Cashier II
Salesperson I
Salesperson II
 
Characteristics of product/process output and its measure
CTQMeasurable and specification
Service timeTime in minutes
Expected benefitsOpportunity to improve customer satisfaction and company reputation. Potential financial benefits for the company and time savings for other tasks
ScheduleDefine: two weeks, Measure: three weeks, Analyze: five weeks, Improve: three weeks, Control: two weeks
Source(s): Authors' own creation
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