Situation
- 14% of all first time Product Service deliveries failed
- Value added services are not communicated to Finance and therefore are not charged to the customer
- High customer dissatisfaction
- Client tries to be all things to all customer, no standard service offerings
- Product / Service Deliveries: 32,382 at £29.86 per move
Solution
- Implemented a reverse logistics and disposal program that eliminated over $40 million in excess inventory
- Created a cross functional “IS” map to illustrate how process currently works
- Developed and implemented “Quick Win” strategy
- Developed “To Be” design from Benchmarking / Best Practices study with process measures and accountabilities
- Developed Return On Investment analysis on all process improvement recommendations including systems
- Developed Implementation Transition and Change Management Plan
- Implemented KPIs for installers and formal customer feedback programs to ensure lessons learned were immediately captured for installer management and corporate process improvement
Results
- Improved Product / Service Deliveries by 69% to 54,936
- Reduced cost per move by 14% to £25.64
- % of complaints and claims received against orders dispatched reduced to 0.21% and 0.607% respectively
- Reduced total amount spent per complaint and claim to £55.71 and £23.86 respectively