Who we work with

Vodafone UK

Description

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.

Duration

10 Months

Achievements

  • 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

Principles applied

  • Visual Management
  • Process Standardisation
  • Process Waste Elimination
  • Process Kaizen
  • Systematic Root Cause Analysis