Customer Service operations optimization

Background and Objectives

The need

The EMEA Leadership of a MedTech multinational company needed to review its customer service operations and supply chain strategy to enhance customer experience and key service metrics.

The goal

Redesign customer service operations including supporting processes (e.g., logistics) to enhance service levels.

The project

Project goals:

  • Assess root-cause of key inefficiencies and service level gaps.
  • Redesign operating model.
  • Define roadmap and business case to support approval and enable change.

Approach

01.

Assessment

  • Key customer service and support logistics processes mapping.
  • Work sessions to assess issues / gaps through Value Stream tools.

02.

Redesign

  • Redesign of the operating and organizational models.
  • Definition of the process improvement levers (e.g., differentiation of service levels, automation to accelerate order management., stronger controls over consignments, etc.).

03.

Benefit case and roadmap

  • Leveraging Value Stream Management tools, assessment of the organizational and process solutions impacts on costs and key service performance metrics.
  • Translation into a multi-year business case.

Key Outcomes

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