Service Lead Time

Business Challenge

A telecommunications company was experiencing high abandonment rates, with notable customer satisfaction issues.


A detailed value stream mapping exercise was conducted to identify areas of wait times, rework loops and waste. Rapid Process Improvement Workshops (RPIWs) were implemented to focus on work simplification, elimination of non-value added steps and to standardize work activities.

Business Outcome

This project increased capacity of the Customer Service team and freed up four resources to be reallocated in the business. In addition, by reducing abandonment rates, the fill rates on service trucks was increased and saved the company an additional $250K/yr. The ROI on this project was 3 months.