Improving Issue Resolution Time & Customer Satisfaction KPI Metrics with Lean

Client Name:

Voxpro

About Voxpro

Voxpro is a Multilingual Business Process Outsourcing provider delivering customer contact solutions to companies and organisations in the domestic and international markets, ranging from SME to multi-national corporations, including leading International blue-chip companies. Voxpro is the unseen link connecting businesses to their clients in 12 languages, 24 hours a day, 7 days a week, 365 days a year.

The Challenge

The objective was to improve two key performance metrics – Issue Resolution Time and Customer Satisfaction.

Putting Lean in Practice

Key programme activities, included:

  • Training and mentoring employees in business process improvement: Lean thinking, tools and techniques.
  • The existing business performance metrics were better understood as was the employee’s ability to analyse the data and identify opportunities for improvement.
  • Data collection and analysis was conducted with specific plans developed to address the issues identified.
  • Daily PIT (Performance, Issues & Targets) meetings on cases critical to the key metrics were established with specific actions and owners assigned to ensure timely case closure.
  • This methodology was piloted with one team; the results were positive and sustained over time.
  • The same methodology was then rolled out to the department under the supervision of the pilot team. The results were replicated.

The Results

  • Issue Resolution time increased by 8%.
  • Customer Satisfaction metric showed an increase of 4%.
  • Adopting Lean thinking, tools and techniques in the service sector.

Framework tools applied

  • Lean Principles
  • 8 Wastes
  • Visual Management
  • DMAIC Methodology
  • Problem Solving
  • A3 Methodology
  • PIT Meetings
  • Process Mapping
"This course [ManagementWorks Lean Business Programme] was most helpful in getting this new management group to work as a team. Practical aspects of course and exercises were very good. Very enjoyable and beneficial with excellent trainers."
Tony Foy, Director, Voxpro
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