Improvement of Vodafones Mobile Phone Repair and Return Processes to reduce operational expenses and the volumes of phones being retrned to Vodafone after they were sold.
- Reduction in UK mobile phone repair volumes by 5%.
- Implementation of a mobile phone diagnostic call center team dedicated to run root cause analysis on customer complaints.
- Change of Customer returns and repairs policies to reflect phone manufacturer warranty levels
- Intrduction of Visual Management in Vodafones Business call centre
- Visual Management
- Process Standardisation
- Process Waste Elimination
- Process Kaizen
- Systematic Root Cause Analysis