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03/26/2012 12:02 PM
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I am a newbie and want to apply Lean in Customer Service Sector. Can anybody let me know how can i start with ?
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03/28/2012 05:47 PM
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Start with clearly defining the experience you want the customer to have.
Describe it, live it.
Then look at the experience your process delivers.
What is the difference? Why?
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03/28/2012 05:47 PM
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Review the complaints being made about the service your organisation provides. Conduct regular customer surveys. Basically, understand what adds value to your customers. If such information is not readily available, you need to review your internal processes looking for, and reducing (ideally eliminating) waste.
Good luck,
Martyn
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03/30/2012 11:55 AM
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Ayaz,
As in all lean initiatives, you need to start with the specific problem(s) you are trying to solve. "Not being lean" is not a valid problem, but unsatisfied customers or too many resources to satisfy customers could be symptoms of your real problem. Take a little time to figure out exactly what it is your organization needs to change and why before jumping into a lean solution - or else you might just streamline waste.
So why do you think you need to be lean in Customers Service? What are some of the symptoms of problems?
Brent
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04/06/2012 11:52 AM
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I consider myself a newbie also, and to address that I have been reading a lot of Lean books recommended on this site. Just a few quick key points for your particular issue would be as follows:
1. Be sure you hear the Voice of the Customer. They are your reason for having the process and your improvement efforts.
2. Listen to live customer complaints if you have the opportunity, or at least expect your process owners to have done so, directly with the customers.
3. If you are not sure where to start, I recommend beginning with an A3 problem solving effort to be sure you know what the problem(s)/opportunities are. This should lead your process stakeholders to working on the highest priority problems, and get things going with some countermeasures and experiments.
4. Above all, don't worry too much about getting everything perfect from the start. I have learned as a newbie that process owners are quite forgiving. There usually are no right or wrong answers, so seek out the root cause of the problems and take it from there. A good Kaizen team will be your allies if you facilitate with their needs in mind.
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05/01/2012 10:56 AM
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Hi,
Customer service is one of my favourite places to apply continuous improvement methodologies, as a lot of the demand is driven by failure, I.e. Generally a customer only calls if they have a problem with something, (if they want to upgrade etc this is not failure driven)
Always start with the customer then apply a a root cause analysis of the demand to truly nderstand what elements are due to failure and try to stop it coming in, then the remanng demand ensure it flows as effectively through to resolution as possible.
I wrote a blog piece here on failure demand Failure demand
Also if you are after some material to facilitate the improvement, I apologise this is a shameful plug but have a look at my site, if you subscribe you will get some free videos that talk you through some of our key concepts
However feel free to contact me direct if you need any support
Cheers
Lee
www.leansecrets.co.uk
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Note: These forums are moderated by the Lean Enterprise Institute. All posts are reviewed prior to appearing on the site. Views expressed in these forums do not necessarily represent the views of the Lean Enterprise Institute.
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