Type of Business Financial Services
Revenue: $12 billion
The Challenge: Offering additional products and services had originally contributed to the company becoming the industry leader in its field. Product and service complexity had spiraled out of control and was causing customer issues as well as contributing to unsustainable costs.
The Goal: Use Lean techniques to increase customer service levels and reduce the spiraling cost of complexity
The Process:
- Conducted Lean for Service training to process improvement experts
- Reviewed project charters to ensure bottom line results
- Coached experts on project solutions
Results:
- Company was able to contain the cost of complexity for its customer offerings
Duration: Four months from beginning of training to completion of projects
Consultant's Role:
- Conducted Lean for Services training
- On-site coach for improvement projects
Back to Success Stories