Applying Lean Six Sigma in an Improvement Project : Raising the customer self-service rate at an IT Service Company
Laine, Juha (2015)
Metropolia Ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015120218816
https://urn.fi/URN:NBN:fi:amk-2015120218816
Tiivistelmä
The purpose of this study was to improve the customer self-service rate at a large international IT Service Company in Finland by using Lean Manufacturing and Six Sigma methodologies. The customer self-service rate in Finland has been significantly lower than in other countries and management of the company wanted to review the respective process as a higher customer self-service rate would lower the total costs of service delivery. The project was commissioned by the service delivery organization within the company.
Research data was collected by applying Lean Six Sigma tools to the existing process and by working with key stakeholders. Potential root causes for the low customer self-service rate in Finland were identified, such as the lack of training and communication about the process in the organization and the unique service structure in Finland compared to the other countries where the company operates. This knowledge was used to prepare the improvement activities. Quantitative research data was used to establish a measurement baseline and to choose the correct metrics for being able to track, monitor and evaluate whether the changes would result in controllable and sustainable results. Improvement actions and process changes were implemented in the organization and call centres, for example increasing training, creating supporting material and implementing monitoring and control procedures that were previously unavailable.
The outcome of this project was the improvement of the self-service rate in Finland by 19 percent, which resulted in cost savings for the company. Based on this project, the Lean Six Sigma methodology provides a good framework and set of tools for process improvement. The tools are useful for establishing a baseline, collecting and analysing potential root causes and prioritizing and implementing changes in a controllable manner for achieving sustainable results. In order to sustain the good self-service rate in Finland, the author recommends that the IT Company should continue with the improvement actions, especially focusing on communication, training, monitoring and control activities within the service delivery organization.
Research data was collected by applying Lean Six Sigma tools to the existing process and by working with key stakeholders. Potential root causes for the low customer self-service rate in Finland were identified, such as the lack of training and communication about the process in the organization and the unique service structure in Finland compared to the other countries where the company operates. This knowledge was used to prepare the improvement activities. Quantitative research data was used to establish a measurement baseline and to choose the correct metrics for being able to track, monitor and evaluate whether the changes would result in controllable and sustainable results. Improvement actions and process changes were implemented in the organization and call centres, for example increasing training, creating supporting material and implementing monitoring and control procedures that were previously unavailable.
The outcome of this project was the improvement of the self-service rate in Finland by 19 percent, which resulted in cost savings for the company. Based on this project, the Lean Six Sigma methodology provides a good framework and set of tools for process improvement. The tools are useful for establishing a baseline, collecting and analysing potential root causes and prioritizing and implementing changes in a controllable manner for achieving sustainable results. In order to sustain the good self-service rate in Finland, the author recommends that the IT Company should continue with the improvement actions, especially focusing on communication, training, monitoring and control activities within the service delivery organization.