Internal Article Library5S

Problem

Colleagues were required to search multiple locations for documentation, often encountering outdated or inaccurate content. This caused misinformation to be shared with clients and increased rework for colleagues, negatively impacting efficiency and service delivery.

Documentation was stored across multiple locations with no revision control, resulting in colleagues and clients referencing outdated or incorrect information. This led to client dissatisfaction and extended case turnaround times.

Solution

A centralized documentation repository was created with one internal library for colleagues and one external library for clients. Standardized document storage and revision control ensured accurate, up to date information was easily accessible.

Establishing a single source of truth reduced time spent locating information and decreased case volume through client adoption of the knowledge article library.