2025_EML Capstone Projects

19

The new forms goal is to increase communication with the vendor to ensure that supply of parts are available at the trek service centers The new forms goal is to increase communication with the vendor to ensure that lead time of parts are kept to a minimum Additional metric to track how well we are communicating with the vendors After completing a service, a customer fills out a survey forms which will be collected and assessed for feedback on a scale of 1-5 After completing a service, a customer fills out a survey forms which will be collected and assessed for feedback

Inventory/

Work Orders Requiring Special Order Parts

Percentage of jobs delayed due to missing parts

Order management System

As low as possible

Vendor

Average time vendors take to fulfill part orders

Supplier Lead Time

Inventory System

Vendor

Minimize

Procurement/

Percentage of part orders not fulfilled immediately

Backorder Frequency

Inventory System

Vendor

Minimize

Customer Satisfaction Score (CSAT) Customer

Post-service survey score from customers 4.5 to 5

Survey Platform

Net Promoter Score (NPS)

Likelihood to recommend service (customer loyalty)

Positive NPS

Survey Platform

Customer

Table 9 - Qualitative Data Collection

Qualitative Area

Data Source

Collection Method

Comments on ease/difficulty using digital forms Free-text feedback from service surveys Notes on delays, misunderstandings, or manual errors Staff opinions on training clarity and support Descriptions of frequent or unclear steps

Employee Adoption Feedback

Surveys, focus groups, interviews

Customer Experience

Survey open-ended responses

Vendor Communication Challenges

Interviews with Trek and vendor reps

Training Effectiveness

Post-training feedback forms

Employee interviews, spaghetti maps, observations

Process Bottlenecks