Reduced Customer Response Time

Reduced Customer Response Time

Client:
A $2+ billion manufacturer wanted to improve response time and performance on customer product complaints. Historical performance was that complaints took an average of 36 days to close and that less than 20% of all complaints were given a satisfactory rating score as the complaint resolution procedure required.

Goal:
Reduce the average time to close out a customer complaint to 5 days, a reduction of 85%. Simultaneously, increase the proportion of complaint resolutions receiving satisfactory scores to 75%.

Results:
Working with a client team, core tools such as PFMEA and processes mapping were key in identifying problem areas. Further analysis with hypothesis testing identified additional areas in which challenges existed. Using the Six Sigma process, the team was able to reduce the average time to complaint closure by 80% and increase the percentage of complaints receiving satisfactory problem resolution scores to 70%.

Savings:
$200,000 in internal employee time