Case Study - Simplification Brings Medical Device Supplier Closer to Customers
Client
A privately held company that develops, manufactures and sells disposable medical devices, with clients in 90 countries.
Challenge
The company identified three goals for its in-house call center for new and existing customers: improve customer satisfaction, reduce costs and increase revenue.
Solution
The call center team used traditional LeanSigma practices and tools to identify “just-do-it” waste-removal opportunities in the call center; streamline call routing; standardize work; and implement plans for ongoing training, measurement, control and sustainment.
Results
The company achieved short-term efficiency gains without a major reorganization. Company leaders say they are now closer to customers and able to roll out product upgrades and other client benefits faster.
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