Lean & Service
Voxpro is Ireland’s largest International provider of customer experience and technical support. The company was looking to improve on their CSAT performance while also continuing to support their clients growing needs.
LBSPartners coached the Operations Management team to review their current processes using lean thinking. This involved building a clear KPI scorecard, developing a weekly planning forum to manage capacity, using daily PIT meetings and introducing standard work for the team leads to support their agents. A Continuous Improvement (CI) forum was also put in place to work on areas discussed in the PIT meetings.
The KPI Scorecard was introduced to track the key service deliverable measures which allowed the team see on a daily /weekly basis the team’s performance. This scorecard was made visible in the work area for all, which helped with communication and alignment on how they were doing in supporting their customers.
The objective of the daily PIT meeting is to provide a forum where each team meets to review what their focus is for ‘today’, what issues are likely to impact on their days plan, and how did they perform versus yesterday’s target. This forum is a pivotal process to help gain team alignment on understanding what is required on a daily basis to meet their performance targets. Larger issues identified through the PIT process are taken off-line to get resolved through the Continuous Improvement (CI) forum.
Working with the Management Team, LBSPartners developed standard work to drive efficiency and effectiveness for the team members. These routines allowed the team to focus their time on working appropriate issues and supporting their staff.
LBSPartners also provided key people management skills training to support the team leads and supervisors.