Leaning a Customer Inquiry Process

Leaning a Customer Inquiry Process

Client:
A large organization was struggling with the time and complexity of addressing customer inquiries on the topic of potential new business. The process required the input of many departments and over 50 process steps. As a result, the time to respond and the cost of responding was far in excess of what was considered acceptable.

Goal:
Reduce both the time to respond and the cost of responding to new business inquiries by a minimum of 25%.

Results:
Using the Lean Six Sigma DMAIC methodology, a cross-functional team supported by eMRI was able to map the process and identify sources of non-value-added time and activity. A future state process was mapped and a process failure mode and effects analysis run to look for potential process weaknesses. Process steps were reduced from 53 to 22 and cycle time was cut by 35%.

Savings:
$290,000 in internal employee time plus enhanced customer satisfaction.