Copy of Case Study 2: Learn & Mentor Methodology (LLM) in Action (Reducing Failure Demand in FMCG)

The client – a customer service manager within a FMCG business with B2B and B2C offering.

Trained & Coached – the manager was initially introduced to Operational Excellence techniques and the mentor and manager agreed that the best focus for the following LLM sessions would be on reducing the level of customer calls into the customer service team .

Deliverables – from the coaching and subsequent mentoring sessions the following actions were delivered by the manager:

• GEMBA walk - the manager sat and listened to calls to understand incoming customer issues

• Identified f ailure demand - issues identified where broken processes were causing customer to call

• High-level process mapping capturing the faults and processing time

• Short interval control - data capture of issues captured by customer team to provide more insight into incoming call traffic

• Pareto analysis of data

• Problem solving event undertaken with SECAR applied

• A3 business case for identified 'to-be' process - presented to business for prioritisation

• Performance Dashboard with KPIs on failure demand introduced to overall business scorecard
  

OpEx Techniques coached

• Process mapping (Waste identification SECAR)

• Data analysis (Root Cause Analysus, Pareto)

• Team problem solving

• Performance Dashboard for Customer Service team

• KPIs (SMART, leading/lagging)

Business Benefits

The following business benefits were identified and implemented

• 120,000 of calls per annum removed from the customer service team

• Business manager with an OpEx mindset to tackle future projects

• Improved customer experience

• ROI on LMM event over 2000%