Improvement of the Document Receiving Process via Electronic Mail to Enhance Work Efficiency of the Division of Document Control Administration, Department of Secretary-General of Royal Academy, Chulabhorn Royal Academy

Abstract

This research aimed to: (1) investigate problems associated with receiving documents via electronic mail; (2) improve the work process for receiving documents via electronic mail; and (3) evaluate the efficiency of the improved work process. The study employed a research and development approach, beginning with an examination of the existing work process, analysis of problems, design of an improved process, and comparison of performance before and after the improvement. The research population consisted of document control personnel and related work processes. The improvement was based on the Lean concept using the ECRS principles, combined with workflow analysis to identify redundant and unnecessary steps. Quantitative data from statistical records of documents received via electronic mail were also analyzed. The research instruments were validated for content validity by experts, with validity values exceeding 0.50. The results revealed that the original process involved numerous and redundant steps and required several personnel to complete the task, with an average processing time  of 91.50 minutes per document. Following the process improvement using the Lean concept and ECRS principles, together with Adobe Acrobat DC, the number of steps was reduced from 35 to 19, while the processing time was reduced to 18 minutes per document. The improved process also eliminated paper usage and enabled the task to be completed by a single staff member. These results not only increased processing speed and data accuracy but also reduced resource and labor costs. Furthermore, the improved process provides a concrete approach toward the development of a paperless office.