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Lean Office : Interessante Applicazione in un Customer Service

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Customer Service Export afflitto da ridondanze e consuetudini derivate dalla storia Aziendale e dalla crescita caotica del Mercato .

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Lean Office : Interessante Applicazione in un Customer Service

  1. 1. Lean Thinking Lean Office Customer Service  Lean Thinking  Lean Office  Customer Service  Le tecniche Lean applicate all’area dei servizi e degli ufficici  Le 5 S e l’analisi del valore applicata nelle procedure organizzative .  L’evento Kaizen negli uffici  Reggio Emilia LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922 09/2010 1
  2. 2. – Customer Service XXXXXXXX YYYYYYYYY XXXXXXXX YYYYYYYYY XXXXXXXX YYYYYYYYY XXXXXXXX YYYYYYYYY XXXXXXXX YYYYYYYYY Team leader Team 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  3. 3. Targeted Area and Reason for the Event  Reduce order confirmation lead-time to 2 days from P.O. reception  Improve Customer Service dept. in terms of procedure, layout and safety 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  4. 4. Targets / Results 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  5. 5. Improvement opportunities  Disjointed flow  Too many steps  Manual counting of received / entered orders  Not standardized customer order forms  Order check after production planning confirmation  Obsolete fax system  Two days lead time for scheduling plan of production (too long)  Late acknowledgement of direct bill registration  Unsafe working place 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  6. 6. Analysis of original flow  Too much paper work  Too many steps  Disjointed activities 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  7. 7. New flow map  Steps reduced from 17 to 11  Paperwork traveling distance reduced by 90%  Smooth continuous flow 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  8. 8. Flows comparison BEFORE AFTER 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  9. 9. Order Confirmation lead time  Reduced to 2 DAYS 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  10. 10. Old layout and operation flow 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  11. 11. New layout and operation flow  Flow improvement  -91% 09/2010 11
  12. 12. Cycle time  Productivity improvement 68% 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  13. 13. Main actions  Pricing template upload automatically once a year  New office layout  Desks re-arranged  Equipment re-sited  As result – safer working environment  Optimised operation flow  Additional printer on CS operators’ desk  Production reply in 1 day  Order confirmation is immediately scheduled and sent 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  14. 14. New customer order draft form proposal 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922 Clie nte clie nte Prodotto prodotto Agente Azienda Cliente
  15. 15. Standardization of CS activities – VISUAL 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922 Resp onsa bili Cust omer Servi ce Inter no CS
  16. 16. Working place improvement -1 BEFORE AFTER  Space rationalised new New new 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  17. 17. Working place improvement -2 BEFORE AFTER  Improved environment condition 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  18. 18. Working place improvement -3 BEFORE AFTER  Safety improvement 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  19. 19. Working place improvement -4 BEFORE AFTER  Chairs LOOSE BACK 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  20. 20. Working place improvement -5 BEFORE AFTER  Phone UNERGONOMICAL PHONE 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  21. 21. Kaizen Newspaper 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  22. 22. Kaizen Newspaper 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  23. 23. Kaizen Newspaper 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  24. 24. Open items  IT activities: Pricing template and Proformas, warning on product combinations, customer selection help  Scheduled meeting with IT manager  Environment improvements: wall painting, air conditioner, wireless headphones  Appointment with decorator  Asked quotation for installation of air conditioner  Order purchase for Wireless Headphone set  Inform sales managers and customers on new order form proposal  Scheduled conference call with sales team 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922
  25. 25. What we learned  Always question “STATUS QUO”  Relentless pursuit of improvement  Layout is as important in offices as in the shop floor  Importance of team work  Any problem can be solved with a quick solution  Office activities should be viewed as a production line THERE IS ALWAYS OPPORTUNITY TO IMPROVE ! A NEVER-ENDING JOURNEY. 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

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