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

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. – Customer Service
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Team leader
Team
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

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. Targets / Results
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

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. 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. 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. Flows comparison
BEFORE
AFTER
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

9. Order Confirmation lead time
 Reduced to 2 DAYS
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

10. Old layout and operation flow
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

11. New layout and operation flow
 Flow improvement  -91% 09/2010 11

12. Cycle time
 Productivity improvement 68%
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

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. 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. 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. Working place improvement -1
BEFORE AFTER
 Space rationalised
new
New
new
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

17. Working place improvement -2
BEFORE AFTER
 Improved environment condition
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

18. Working place improvement -3
BEFORE AFTER
 Safety improvement
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

19. Working place improvement -4
BEFORE AFTER
 Chairs
LOOSE BACK 09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

20. Working place improvement -5
BEFORE AFTER
 Phone
UNERGONOMICAL
PHONE
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

21. Kaizen Newspaper
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

22. Kaizen Newspaper
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

23. Kaizen Newspaper
09/2010LC lean Consulting – 41012 – Carpi – Mo – tel 0039 335 5982922

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. 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