Deployment of Lean Service in a capital goods manufacturing company

Leading multinational capital goods manufacturing company applies Lean Service principles and tools to reduce the lead time of its support processes and deploy a Kaizen approach of continuous improvement.

-80% in lead time for resolving customer queries

-25% in lead time of new product design

-80% in the number of customer queries not resolved first time

NEEDS

To establish a management framework for the company’s processes.
To eliminate waste and reduce the lead time of support (non-production) processes.
To establish a dynamic of continuous process improvement which enables problems to be solved.

IMPROVEMENT PROCESS

Assessing the current situation.
Analysing and improving the value streams of the selected support processes.
Standardising processes, inputs, outputs and main activities.
Defining process indicators and monitoring and improvement meetings.
Developing competences in problem-solving tools.

Related methodologies

See methodologies

Lean Service

Improving the effectiveness of administrative and support processes in terms of quality, cost and delivery.