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Home Success stories Wire-drawing company halves its customer incident rate

Wire-drawing company halves its customer incident rate

Overall improvement of customer order-delivery process by defining standards and deploying a Kaizen approach.

20% improvement in level of self-management
50% reduction in customer incidents in 3 months
80% reduction in errors in data records
Drawing up process standards
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NEEDS

  • To improve external customer satisfaction.
  • To increase reliability in delivery to customers.
  • To improve interdepartmental cooperation in the order-delivery process.
  • To draw up standards in the Commercial, Quality and Logistics Areas.

IMPROVEMENT PROCESS

  • Analysing the current situation.
  • Detecting non value-added activities, disconnections and improvement opportunities.
  • Drawing up an improvement plan.
  • Standardising and deploying a Kaizen approach for continuous improvement:
    • Self-management matrix.
    • Definition of standards.
    • Short cycle meetings for incident analysis (SCRA).
    • Long cycle meetings for process improvement (PDCA).
  • Submitting results and conclusions to Management.
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Process management

A robust approach for the standardisation, control and continuous improvement of the organisation's processes.
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