FOCUS: At-the-Customer Service Improvement
A major client was dissatisfied with the costs and resources needed to support, supply and maintain onsite system from the business services company. The management team realized that if not quickly and thoroughly resolved there was a high probability of losing this valuable multi-million dollar account.
Lean Six Sigma team was assembled to quickly investigate the cause of this dissatisfaction and to develop solutions to address the high cost structure and optimize the customer’s on-site technology. Various Lean Six Sigma tools were utilized in the process. The process changes included:
– Implementation of a user-friendly electronic problem resolution tool for faster resolution of
required service and quicker replenishment of supplies.
– Improved Help Desk service levels with the implementation of improved asset management
– Better standardization, consolidation and optimization of the equipment mix.
– Better integrated services across the various divisions supporting the client’s business processes.
In addition to meeting the needs of this specific client, lessons learned from this account were
proactively replicated for other clients.
This project strengthened the customer relationship and enabled the client to reduce the overall cost of maintaining their on-site systems. The new level of client satisfaction was demonstrated by renewing a new multi-year, multi-million dollar contract.
* Due to nondisclosure agreements, the organization referenced in this example cannot be disclosed.