Company Overview: $1.5B Aviation Operator & Repair Center
Process Improvement
Challenge
- Sales team was receiving customer complaints about wait time
Improvement Approach
- Conducted an informal Customer/Driver Survey
- Created a flow chart and interviewed staff for improvement opportunities
- Worked with IT staff to create a wait time system
- Made role and responsibilities recommendations to Warehouse management
- Trained employee on reporting and metrics systems
- Implemented active management system to track issues
Results
- Changed roles
- Changed Process
- Implemented Customer Sign in sheet to capture wait time metrics
- Implemented a Root cause management process and Report to identify and track problem orders
- Now have systems and measurements in place to facilitate continuous improvement