1. Lowe's Installation Department
Sunday, May 04, 2008
10:52 AM
Challenge: To reorganize Installation Department to reduce customer complaints, improve
quality of service, and improve communication between departments and between
customers and Lowe's.
Issues:
1. Lack of proper management oversight
2. Large turnover of staff
3. Extensive customer complaints due to lack of quality control, proper scheduling and proper
project management.
4. Department lack of organization
5. No standard for outside vendors
6. Lack of communication between departments
7. Lack of timely follow-up to customer complaints
Plan:
1. Analyze department to determine key issues
2. Meet with departmental staff to gain insite to key communication issues
3. Contact customers to determine problems
4. Develop a reorganization plan
5. Implement plan
Results: Successfully reorganized department to improve project performance, reduce customer
complaints by 200%, reduced production times by 10 days and improved revenues.
CaseLW Page 1