"what is lean customer service?" michael t. walsh, cpim, lssbb the quality solutions group...

"What is Lean Customer Service?"

Michael T. Walsh, CPIM, LSSBBThe Quality Solutions Group

www.QSG.netISM NY/NJ Forum – General Session – October 28, 2011

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To bring back one great idea for immediate implementation!

OBJECTIVE

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What Is LEAN?

“A philosophy that emphasizes the minimization in the amount of all the resources (including time) used in the various activities of the enterprise. It involves identifying and eliminating non value adding activities in design, production, supply chain management, and dealing with the customers. . .”


Value Versus Non Value Added

Entering order Ordering materials/supplies Preparing drawings Assembling Shipping to customers Processing customer

deposits Examining patients Filing insurance claims Dispensing event tickets Fueling airplane

Waiting/sorting Moving Kitting/staging Counting Inspecting Checking Recording Obtaining

approvals Testing Reviewing Copying Filing Revising/

reworking Tracking work

ValueAddedActivities NonValueAddedActivities


Service Fact

Cost of services are inflated by

a minimum of 30% due to

wasteful practices. Some service

costs are inflated by 60%!


Factory Fact

Up to 75% of all activities in the typical manufacturing organization are non-value-added.


Workplace Organization

A safe, clean, neat arrangement of the workplace which provides a specific location for everything, and eliminates anything not required.


5 S Housekeeping Sort, clean out Simplify, configure Sweep, clean, and check, (includes visual sweeping)

Standardize, conform Self discipline, custom, and practice training and routine.


5 S Is More than Housekeeping Basis of safety

Directly cuts waste, particularly waste of motion

Reduces variation

Basis for improvement—building on reduced variation

Helps recognize further waste

Changes the mindset


Benefits of 5 SFor the Employees:

1. A more pleasant work environment2. More satisfying jobs3. Process that makes the job easier 4. A process that makes sense5. Pride in the workplace6. Employee and customer respect7. Positive mental attitude

5 S creates a better place to work


Benefits of 5 SFor the company:

Higher quality, lower costs, easier maintenance, greater customer satisfaction, and higher profitability

1. Sales2. Savings3. Safety4. Standardization5. Satisfaction

FOUNDATION FOR OTHER CONTINUOUS IMPROVEMENT PROCESSES


Organizations….both manufacturing and service providers…. are turning to:

Customer Service and Customer Satisfaction…..

to provide the competitive advantages that will hopefully lead to:

Customer Success

12

Customer Focus


GOALagree?

QUALITY

DELIGHTING THE CUSTOMER

CONTINUOUS &

RAPID IMPROVEMENT

COSTSERVICE

LEADTIME

FLEXIBILITY

through

in

& INNOVATION


What is a Company’s Culture?

A company's culture is like its personality. It is the special way that people in the company do things. A company culture is everything that makes up the organization and how all the parts work together.

A company does not have a separate part called its culture. A company is a culture.


Will you be back? Of course, our customers are loyal. They will be back.

They (Fox Books) discount but they don’t provide any service.


How Do You Build A Culture?

Most companies focus intensely on operational issues, leaving their human sides undeveloped, and their cultures unbalanced.

The unbalanced culture is the opportunity for development.


"Walmart started out with a single discount store in Northwest Arkansas and in less than 50 years grew to become the world’s largest retailer, with thousands of stores and clubs and millions of associates. Our culture of ethics and integrity has been a constant throughout that transformation. From the beginning, it has defined who we are as a company, and how we as associates treat each other, our suppliers and our customers"


“We train all of our employees to be focused on the customer and respectful of our suppliers”

We make people first and in addition, we make electrical products”


Are human beings like ourselves, with the same feelings and emotions.

WHO ARE THE CUSTOMERS?

20

Customers…


bring us their wants, and it is our job to fill those wants.

Customers…

21


are not people to

argueormatch wits

with.

Customers…

22


are deserving of the most courteous and attentive treatment we can give them.

Customers…

23


do us a favor when they call us - we are not doing them a favor by serving them

Customers…

24


are not dependent on us- but we on them

Customers…

25


are not an interruption of our work – they are the purpose of it

Customers…

26


are the people who make it possible to pay our salaries, whether we are truck drivers or managers Or parents.

Customers…

27


are part of our business, not outsiders from it

Customers…..

28


are the most important persons in any business - REALLY

Customers…

29


are the lifeblood of this and every other business

Customers…

30


“It's not what you look at that

matters, it's what you see”

Henry David Thoreau


Which?

A B


Questions?

Who put this lime on my head?

NEXT ?


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