Insurance: Customer Complaints
The Challenge
To introduce Lean thinking to help increase productivity, by between 15% and 40%, in the Customer Complaints Resolution Process (of this large financial services company, as part of their wider transformation programme).
The Result
- Productivity (cycle time) was improved by between 23% and 114%
- Total process complexity was simplified by the reduction of non- value added steps by 80% thus reducing total process steps by 45%
- Employee satisfaction improved by 28%
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