Diagnosing Process Problems

OVERVIEW

Industry:
Telecoms

Scenario:
Greenlight were asked to highlight the top 3 problems within the team affecting provision of customer services within lead times, establish understanding of the level of impact issues were having on the business and recommend potential fixes for each issue.

Approach:
Stakeholders were engaged in workshops and 1-2-1 interviews to define the problems that were occuring. Current process was mapped which further identified bottlenecks that needed attention. 

Outcome:
The review identified a set of issues (34 in total), that were then prioritised for improvement. A final report was delivered which identified quick wins and recommended options, including the implementation plan for the team to action.


Key Business Benefits:
Visibility of top 5 issues (end-to-end process and also those specific to the department)

Actionable plan to implement recommendations (including quick wins)

Key Skills Used:
Business Analysis

Lean Six Sigma

Workshop Facilitation