Date of Submission
Industrial and Systems Engineering
Dr. Adeel Khalid
The Kennesaw State University mailroom on the Marietta Campus is utilized by faculty and students to receive letter mail alongside packages that are delivered directly to the university. The team decided to enhance the mailroom and their way of processing mail and serving their customers. For the best interest of the mailroom, the team went on to implement a Locker System, Appointment/ Card Reader System, as well as office space improvements guided by the Lean Six Sigma concept of 6s. As a result of putting forward these ideals, it was apparent that students and faculty were supportive of the Locker system and Appointment/ Card Reader System. Since the ultimate customers of the mailroom are students and faculty, it is beneficial for the mailroom to understand the voice of their customer, that way the mailroom can better serve them. From this, it was concluded that as the customer voice is particularly important, the voice of the employee is just as vital. The mailroom employees were receptive to change and gave constructive feedback that was critical to enhancing the mailroom office space and process. Therefore, to produce any system that will benefit a customer, the employee must be familiar with the system which will create efficiency within the facility resulting in superb customer service received by the customer.