Thursday, 30 November 2017

Lean Management

  • Lean Management in service industries. We apply Lean Management across service operations with the aim of transforming the client’s organization. We don't just focus on process redesign, but rather on refining a company's systems and changing employees' mindsets and behaviors to ensure that  the new way of working sticks over the long-term. The benefits from Lean Management come from more effectively meeting customers’ needs, and also from the long-term results of being more competitive. We have a proven methodology and a ready-to-use set of tools and techniques to scale the lean management system across an organization quickly. Each solution is tailored to the client’s specific needs to ensure lasting impact.


  • Frontline and sales transformation. The Lean Management approach is also applied to the customer-facing frontline operations and sales organization to maximize growth and productivity. We have expertise in frontline and sales transformations across a variety of sectors including retail, heathcare, hospitality, financial services, telecom and high tech.
  • Field service. We build and improve after-sales service businesses, covering the installation, maintenance, and repair of services and delivery of parts through the entire lifecycle of a product or service. Areas addressed include the key service delivery model, distributed service network operations, and field operations. Our proprietary assets and capabilities allow us to rapidly diagnose, test and rapidly scale across an organization.
  • Customer care. We design strategies to transform the customer-facing parts of operations from sales to service. Our rapid, outside-in benchmark-based diagnostics prioritize issues, resulting in a comprehensive view of performance based on KPIs and work practices. We further design and test alternative end-state solutions with our Advanced Analytics and IT-enablement capabilities, help scale the approach as part of the broader implementation, and support clients in building capabilities quickly.

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