Jovana Katin

CASE STUDY OPERATIONAL EFFICIENCY IMPROVEMENT WITH CROSSFUNCTIONAL TEAMS OBJECTIVES Complaint management system and internal incident analysis needed upgrade and optimization due to increased reported incidents. This was generating high costs of poor quality, customer dissatisfaction and decreased operational efficiency. Due to sensitivity of the problem, it required a robust systematic solution. SOLUTION Problem solving analysis has shown there are no clear roles and responsibilities defined in problem solving process. As a solution we implemented cross-functional teams which daily job impacts directly on operational efficiency. Implementation steps: 1. Create standard operating procedure for crossfunctional teams 2. Train employees for SOPs 3. Define KPIs for cross-functional teams 4. Include reporting routines (daily-weekly-monthly) with different level of management and stakeholders KEY POINTS CHALLENGES Team work (can be) Overwhelming in beginning due to number of detected issues at once BENEFITS Improved team-work Increased operational efficiency Customer-centric mindset culture Decreased cost of poor quality Increased customer satisfaction RESULTS 1. Improved team-work By defining clear roles and responsibilities and common KPIs, team-work has improved and resulted in higher efficiency and quality of provided work. 2. Operational efficiency under control Having teams focused on operational KPIs by doing daily job has brought operational efficiency under control. By setting level of reporting of cross-functional teams KPIs, it was ensured that results were properly deployed within organization and involvement of management and stakeholders. 3. Continuous improvement Ensuring that teams are dedicated to their areas in daily-job, continuous improvement was guaranteed as they could react in time-acceptable manner as well as be proactive and preventive. JOVANA KATIN Customer Success Manager "It never stops to increase me how good team-work impacts fast on business results. Teams sometimes just need fine-adjustment... and same KPIs! :) "