An integrated Web-based scheduling and quality decision support system (SQDSS)

Decision Support Systems (DSS) have evolved from being considered as a competitive edge to a survival strategy. In different echelons of a value chain, when DSS is combined with lean tools it drives out not only the non-value added activities (muda a.k.a. waste) from the process but also provides a decision making tool at the hands of the people. In this paper, a successful implementation of a Scheduling and Quality Decision Support System (SQDSS) at a service sector, a direct mail (letter shop) company is explained. The two primary benefits garnered were (1) attainment of 100% scheduled delivery date adherence with less rework, and (2) a seamless communication platform across the value chain to see quality defects, plan the work, and to make the product flow efficiently across the value stream. The unique contribution of this work is the original implementation of a web based decision support system that was the backbone of reducing the complexity of scheduling and improving the quality of service delivery in a high variety and low volume letter shop environment.