LeanSigma Service Processes

Maximizing core business processes across an organization,
especially in cases requiring integration of separate entities.

Back

Business Issue: Poor Recovery Rates

A large cable TV provider was experiencing extremely poor recovery rates (65 percent) on $300 digital boxes when subscribers moved out of the system or dropped their service.

Approach Used by Flow Consulting:

Flow Consulting implemented the "Accelerated Problem Solving" approach to gather the data and processes within the seven different regions, map the current processes, develop ideal processes, and implement revised processes to deliver return rates exceeding 90 percent.

Results:

Achieved more than 90 percent return rates within 60 days of the "Accelerated Problem Solving" approach, resulting in annual savings to the region in excess of $7 million per year.

Business Issue: Excessive Sales Force Turnovers

More than 1400 annual openings were occurring in a sales force due to aggressive growth plans, acquisitions and typical turnover. Each opening averaged more than 40 days from the time of the opening to the time the position was filled. In some cases, sales call commitments to partners were not being met and substantial penalties were being assessed.

Approach Used by Flow Consulting:

Flow Consulting collected data on the typical cycle time of the average opening, pulled a team together to run a focused "Accelerated Problem Solving" session to address the issue, and targeted a "Zero-Time-to-Fill" goal for new openings.

Results:

The Flow Consulting team decided upon two thrusts to solve the issue. One — statistically analyze the timing of the openings within each region and hire "trainees" to be prepared to slot into the position one month before the projected opening. Two — managers would team to proactively interview candidates in group settings to eliminate the single interview for a single position. Managers reduced their annual interviewing time by more than 60 percent, and more than 49,000 additional selling days occurred annually as a result of filling positions before the openings occurred.

Business Issue: Too Many Processes

Large energy supplier in the southeast had more than 10 different processes for charging and compensating employees for company business.

Approach Used by Flow Consulting:

Flow Consulting ran an "Accelerated Problem Solving" session of cross-functional personnel from Operations, Accounting, Sales, and Human Resources.

Results:

Agreed upon a web-based solution that resulted in more than $600,000 in annual savings.

Business Issue: Long, Costly Lead Times

Leading provider of personal checks was experiencing long lead times to add new customers and significant cost additions as banking industry consolidated.

Approach Used by Flow Consulting:

After gathering extensive data, Flow Consulting ran an "Accelerated Problem Solving" session. The cross-functional team mapped the entire 143-step process for adding new customers, and then created an ideal process that led to three specific corrections.

Results:

Fifty percent reduction in the cycle time to introduce new customers, and more than $700,000 in annual savings based on the reduction of redundant process steps, printing and error reductions

Business Issue: Lengthy Order–to–Customer

Large supplier of aftermarket automotive solutions provider was consistently failing to meet customers cycle time requests. Customer expected 4-6 weeks of total cycle time and the manufacturer took 60 days just to get the paperwork from customer order to the shop floor.

Approach Used by Flow Consulting:

Flow Consulting ran an "Accelerated Problem Solving" session using a cross-functional team from Operations, Engineering, Customer Service, Production Control and Purchasing. The team mapped the entire 163-step process.

Results:

The supplier moved to a 12-step process that reduced the entire 60-day process to seven days — all customer orders were at the first manufacturing operation seven days after the receipt of the Purchase Order, and the solution was in effect within three weeks of the "Accelerated Problem Solving" session.