Quality Digest

Hi, I'm project managing a process to reduce accounts payable transaction costs in a large business unit. I'm just at the beginning and the CTQ's are suspiciously complex which tells me I'm doing something wrong. Here is what I have so far:
STRATEGIC INTENT
Lower SAPAP 'per transaction' cost and achieve service levels using lean 6 sigma with a view to capturing entire AP service and then commercialising.
PROJECT CUSTOMERS
· The primary customer is the GOB project.
· Internal customers impacted by the project are: the AP team, the business units to who we are supplying the AP service, Procurement, and Finance.
· External customers impacted by this project are the Vendors.
PROJECT CTQ OUTCOMES:
The Scanning Sub Process (SSP) is achieving:
1. XX% invoices posted using SSP [currently 7%]
2. XX% defects in order to reduce rework and increase productivity [Currently 23.4%]
by 01 Apr 05, in order to achieve the 2 primary customer CTQ’s.
Would someone be willing to give me their thoughts on this?
Any and all feedback gratefully accepted.
Peter