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04/13/2010 09:33 AM
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I was wondering can we apply LEAN to Telecom Org. and Mobile Operators? and was it done before?
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04/13/2010 11:14 AM
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The answer is Yes. Lean can be applied to anything. There is always waste to be reduced. Examples could be in your case to improve: calls to service, order processing, repair time, shortening DSO, customer experience, reduce the number of handoffs between organizations, reduce wait time, etc. Hope this helps. Start with the Voice of the Customer ( both internal and external)
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04/14/2010 10:03 AM
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I have been applying Lean in a Technical Service Centre where we repair mobiles for Operators, Distributors, Brands and final clients, so it's also possible to apply Lean in a Moblie Organization.
You won't be able to apply all the Lean techniques but there are some which will make all the difference: 5'S, Standardized work and procedures, Visual management, 7 wastes analysis, work balancing and of course PDCA for continuous improvement.
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04/19/2010 09:34 AM
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Indeed it is possible. I happen to lead such an effort in my present company, a Telecoms Operator. As in other industries I have worked in the past helping lean transformations (healthcare, manufacturing, pharma, bankx & insurance) , the key is how to adapt the basic principles to the particular processes/organisation.
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05/08/2012 11:13 AM
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Hello, could anyone give me a Telecom company from europe, who is applying lean in their dayly operation?
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05/14/2012 03:02 PM
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I've had experience applying Lean in a variety of shared services environments, including financial services, marketing and HR. All of these functions benefit greatly from process waste and cycle time reduction improvements. This is typically where you find the low hanging fruit.
The natural output of these efforts, from a Lean perspective, is establishing standard work. In these types of work groups you'll often find that word evolves over time and standard work doesn't exist. Because the work is intangible, you can't see the flow or easily measure productivity. Groups are often a siloed and disconnected from the voice of the customer. Customers may be internal and/external. Use value stream mapping to understand the flow (or lack of it) and drill down into problem areas using detailed process mapping.
For call centers, you'll need to measure takt time on an hourly basis to understand customer demand, demand variation and measure demand failures. Demand failiure is demand that exists because someone failed to do something right for the customer the first time. The rule of thumb is: 1. Identify and eliminate internally created variation; 2. Design the system to meet the customer demand.
You can also apply 5S for document management and to free up space-- both in the physical and virtual workspaces.
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05/21/2012 11:07 AM
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Hi Moustafa,
Lean thinking works a treat in contact centres. The trick is to listen to the calls, work out why the customer is calling, is it "value" or "waste"? And then act accordingly.
There is a bit of an art to categorising calls. This post might help
http://www.squawkpoint.com/pra...butterfly-collecting/
Good luck
James
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