Success Stories : Case Studies
Team Problem Solving to Reduce Customer Disturbances
SITUATION:
Customer disturbance is the performance measure used to record a level of customer dissatisfaction where a quality or delivery problem has been brought to the company’s attention by a customer. Customer disturbance was fairly high at the company, and needed to be reduced.
CHALLENGE:
The goal is to reduce customer disturbances to zero.
REASONS:
Happy and satisfied customers increase the bottom line. By lowering customer disturbance, we will increase customer satisfaction and retention and ultimately build a more successful organization.
IMPACT:
Team Problem Solving training provides an organization with the ammunition to make positive changes. It:
- Empowers individuals to be actually involved in problem resolution.
- Presents a structured way to improve performance.
- Mobilizes the entire workforce.
- Takes an organization to a new level.
SIMONS-WHITE PROVIDED:
Hands-on consulting support to enable application of Team Problem Solving to company projects.
RESULTS:
Individuals at all levels of the organization have been empowered to attack problems before they affect the customer. This empowerment improves morale and cross-functional communication within the company.
