Lauren Anne Hisey

CONTINUOUS IMPROVEMENT CASE STUDIES Case Study: Call Center Improvement Company Stats Business Challenge New global product launched in 2019 • B2B to B2C • Growing 20% each year Increasing the number of live calls to call center agents • 30% unpredictable increase • Agents are working overtime & low morale Missing SLAs • Paining penalties each month End-to-end processes are not defined • Unsure of the customer journey • Teams are not working together • Manual data and measurement collection • Financial Services North America Product • • 20 Worldwide Offices 20 Countries in Operations 10,000+ Employees • Our Solution Business Optimization with Lean Six Sigma and technology • Virtual Gemba Walks & process analysis of all processes • Review current technology and RPA • Review current metrics • Created “as is” process maps from a customer perspective • Identified areas of process improvements • Implemented process improvements • Develop Future State and Strategy • Deployed RPA, IA, and ML with process improvements • Coaching and training of Lean Six Sigma Principles • Results & Impact 60% 40% 50% Cost Reduction Overtime Hours Decrease SLA Reduction $600k Total Savings Before After Adaptation Rate 20% 100% Efficiency Increase 30% 85% Company Stats Case Study: Continuous Improvement Business Challenge • Telecommunications Company Int’l product 99 Worldwide Offices 100 Countries in Operations 243,000+ Employees • Process inefficiencies within design, manufacturing, and deployment • All processes contain 60% non-value add and wasteful steps • No standardization • Manual work and bad data collection • Lack of transparency • Work was not in the right place • Underutilizing talent • Reworks between all departments of the process Dependencies from customers and vendors • Created delays • Created rework Results & Impact • • • • Our Solution Business Optimization with Lean Six Sigma • Virtual and in-person Gemba walks and process analysis • Created “as is” process maps • Held in-person and virtual “Kaizen” workshops • Identified areas of process improvements • Identified areas for RPA and APIs • Identified areas to enhance the process with customers & vendors • Implemented process improvements • Deployed RPAs & APIs • After the new process stabilized • Implemented additional Continuous Improvement • Coaching and training of Continuous Improvement Principles • 100% adaptation rate Reduced median cycle time from 65 days to 30 days Cost savings of $500K within 6 months Additional savings of $1.5 M in 18 months Case Study: Continuous Improvement Company Stats Business Challenge • E2E Process inefficiencies in sales, design, setup, & deploy • All processes had ~80% non-value add and wasteful steps • No standardization • Bad data • Manual process steps • Work was not in the right place • Underutilizing talent • Customer dependencies • Caused delays • Poor customer relationships • Canceled contracts • Lack of relevant KPIs International Data Company US product 202 Worldwide Offices 100 Countries in Operations Results & Impact 30% 50% 50% Cost Reduction Overtime Hours Decrease Revenue Increase $500k Total Savings Before Our Solution After Adaptation Rate • 46,000+ Employees • • • • Business Optimization with Lean Six Sigma • Virtual & in-person Gemba Walks & process analysis of all processes • Review current technology and RPA • Created “as is” process maps • Identified areas of improvement with process improvements • Implemented process improvements • Create Future State Maps & RACI Created and implemented KPIs Redeployed RPAs and technology with process improvements Setup Change Management and Continuous Improvement culture Coaching of Continuous Improvement Principles 10% 100% Efficiency Increase 20% 75% Company Stats Case Study: Continuous Improvement with RPA Business Challenge International Data Company Global product • 202 Worldwide Offices 100 Countries in Operations 46,000+ Employees • Process inefficiencies • All processes contain 60% non-value add and wasteful steps • No standardization • Manual and bad data collection • Manual process steps • Work was not in the right place • Underutilizing talent Wanted to deploy RPA but unsure where to deploy Our Solution • Business Optimization with Lean Six Sigma • Virtual Gemba walks and process analysis of all processes • Created “as is” process maps • Held in-person and virtual “Kaizen” workshops • Identified areas of process improvements • Identified Areas for RPA and APIs • Implemented process improvements • Deployed RPAs & APIs • After the new process stabilized • Implemented more advanced RPA & Machine learning • Coaching and training of Continuous Improvement Principles Results & Impact • • • • 100% adaptation rate Cost savings of $300K in the first 6 months Additional savings of $1.5 M in the first year No additional resources hired Case Study: Continuous Improvement with RPA Business Challenge Company Stats • • Accounting Firm 40 Deployed RPA & new technology • Only 20% adaptation rate • Enhancements were not performing as expected Process inefficiencies • All processes had ~70% non-value add and wasteful steps • No standardization • Bad data • Manual process steps • Work was not in the right place • Underutilizing talent Results & Impact 30% 40% 40% Cost Reduction Overtime Hours Decrease Revenue Increase $400k Total Savings Before Our Solution States Served 50+ After Adaptation Rate • Employees affected • • Business Optimization with Lean • Virtual Gemba Walks & process analysis of all processes • Review current technology and RPA • Created “as is” process maps • Identified areas of improvement with process improvements • Implemented process improvements Redeployed RPAs and technology with process improvements Coaching and training on Lean Principles 20% 100% Efficiency Increase 30% 85% Email:-Phone:- Website: http://laurenhiseyconsulting.com/