The Business Improvement Service team developed a training programme based on the tools and techniques of lean manufacturing, but which also included a customer satisfaction survey to capture the voice of the customer.
“In the market place today it is becoming more and more important to listen to the customer’s point of view with regard how they feel they are being serviced,” says BIS senior consultant David Fletcher. “Each organisation taking part in the programme was able to assess their performance in the criteria of first impressions, reliability, responsiveness, quality, value for money and communication.”
The survey enabled the end customer to rate the company on expected service against actual service received. From the results the business improvement team were then able to facilitate change within the organisation to address the main issues and to improve customer satisfaction.
Of the 30 companies that undertook the training programme, 29 received feedback which highlighted that there were opportunities to improve customer satisfaction levels. Through focused training in lean tools and techniques all organisations have increased productivity, made processes more efficient and ultimately enhanced customer satisfaction.
For more information regarding the programme please download the Servcice Excellence Dissemination case study.