Project Summary The Challenge: Development stopped for 7 days during every Content Management System (CMS) release cycle. The Discovery: The CMS architecture did not allow for code development while new code was being tested and released. The Improvements: They cleaned up existing Quality Assurance (QA) environments, set up dedicated Development…
Project Summary The Challenge: The hiring process took over a month which impacted child services The Discovery: Lots of waiting for information and unclear communication The Improvements: Instituting pre-scheduling and a single point of contact for hirees The Results: 37% Lead Time reduction and $686,400 in savings What’s Next: Keep…
Project Summary The Challenge: It was taking an average of 10 days to resolve a help-desk request—and could go as high as 42 days The Discovery: It required an average of 1.2 hours to resolve requests with multiple handoffs between teams The Improvements: The team created a new Help Desk…
Project Summary The Challenge: UC San Diego students’ accounts were being sent to collections before they ever received Final Notice Letters—leaving them no time to react. The Discovery: The time it took the Student Business Services Department to produce, stuff and mail Final Notice Letters varied greatly, with a…
Project Summary The Challenge: It took UC San Diego 3-5 months to assign 2,500 classes The Discovery: 4 of 15 major tasks took 75% of the total time The Improvements: They eliminated the need for thousands of emails and phone calls The Results: Reduced wait time by 75% Reduced process…
Project Summary The Challenge: Production was unable to keep up with customer demand The Discovery: Lots of waste and a lack of standardization The Improvements: Reduced wasted transportation, created parallel processes and standardized the processes The Results: 58% increase in production capacity and a $263K reduction in annual energy cost…
Project Summary The Challenge: The employee onboarding process took as long as 20 to 104 days The Discovery: The hiring process generated 13,248 emails which took 662 hours The Improvements: The shortened the form, created a guide and standardized emails The Results: Saved over 1,000 hours of work—or the…
The Challenge Missing the deadline to process warranty claims means automatic approval and money lost—and Marel had missed the deadline for 13 of the last 18 months. Marel, a leading food processing equipment manufacturer, had been missing their customer-promised 60-day timeline in 13 of the last 18 months. When they…
A late event approval means campus planners are given short notice, crippling their ability to stage concerts, festivals or even simple barbecues. Last year 82% of the 300 food-only events at UC San Diego received a late final review—that’s over three quarters missing the deadline! The Challenge On average,…
A call center for a business equipment and supplies company had call transfer rates well over 20% and customer dissatisfaction trending in the wrong direction. High transfer rates in a call center are an indication that customers are talking to multiple agents and their issues are taking way too long…
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