The SMED applied in a CCC: reduction of post-call time
How to optimize the performance of a Customer Contact Centre? Work on post-call time. The SMED applies to all series changes, especially unitary series.
Category: Lean examples
In this category you will find many examples of applications of lean tools, methodologies or concepts. Based on real-life stories, these article let you feel and experience what operational excellence is in real life.
The Theory of Constraints
The rhythm of the production line is conditioned by that of the slowest equipment. Theory of constraints helps to identify this equipment. By raising the system constraint, you optimize your production.
Optimize airport security with automation
Airport security has increased in recent years. The equipment and staff increase the cost of the passage of each traveller. Cost that airlines obviously pass on to their customers. They grumble about rising prices, so airports need to cut costs while maintaining or enhancing security. Automation of some tasks can…
An operational excellence example: Mad Radish
Today, I will illustrate several concepts of operational excellence, as can be seen in application in a fast-food restaurant: Mad Radish. I visited the downtown Ottawa branch. This is a nice example of well used tools. Mad Radish offers a healthy fast food service: salads meals. Standardization and simplification The…
Relocate production: some tips from Ikea
I am always surprised to see where Ikea items come from: China of course, but also Thailand, Poland, or just Sweden. In this article, I propose some ways to guide you, if you want to relocate your manufacturing production in a country with low labor costs. These outsourcing often make…
From the brilliant idea to the manufactured product: setbacks of Kickstarter projects
Crowdfunding is trendy. This is a very convenient way of financing for creators who want to bring their ideas to life. However, many projects fail and products are never delivered. Why ? Simply because industrialization can not be improvised. This is a complex process that large manufacturing companies find difficult…
Costco: operational excellence in distribution
Operational excellence is based on several key concepts, which are available in all sectors. In this article, I’m going to explain how Costco Wholesale, the world’s second-largest retailer, is at a peak thanks to operational excellence.
Operational excellence in Customer Contact Center
In our service-dominated economies, the Customer Contact Center (CCC) is gaining momentum. It has become an essential point of interaction and is part of everyday consumer life. Unfortunately, making a phone call to a Customer Contact Center is often experienced as a sinecure: waiting time, expeditious service, complicated menus and…
Do you know the virtual queue?
I recently tested the virtual queue. I have been conquered by this mode of operation and I think it applies to many industries, particularly in the service sector. The omnipresence of the mobile in everyday life makes it a very effective tool to improve the quality perceived by customers and…
Seikatsu Kaizen, improvement of living conditions
The methods and tools of operational excellence are powerful. Everyone who used them knows it. I recently discovered an original and relevant use of these tools for the improvement of living conditions in developing countries.