Manufacturing
Automotive Back Office - AHT Reduction Through Process Visibility
An automotive back-office operation used JC360 to measure transaction processing times for the first time, revealing the root causes of overtime and inefficiency.
The Challenge
- ✕No measurement of transaction times across back-office processing teams
- ✕High overtime costs with no data to understand whether it was volume- or performance-driven
- ✕Performance management conversations based on perception, not data
- ✕Process step timing gaps were invisible - slowdowns were discovered only after the fact
- ✕No way to identify which processes were candidates for improvement or automation
How JC360 Helped
- AHT measurement deployed for all major back-office transaction types
- Process step timing analysis - each step recorded, benchmarked, and tracked over time
- Overtime root-cause analysis: volume-driven vs performance-driven overtime identified
- Individual vs team benchmark comparison to find process capability gaps
- Automation candidate identification based on transaction frequency and time data
Results
AHT
Reduction achieved after norm-setting and team alignment
Full
Process step visibility - every transaction step timed
Root cause
Overtime classification - volume vs performance driven
Automation
Candidates identified from transaction data