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 equivalent…
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…
It’s that time again! The new year is here, and most people experience what I would call "holiday eating remorse." Two months of big holiday eating have de-railed most American diets. Shortly after ringing in the New Year, many of us are painfully aware that we need to get back…