To reverse the non-conformance trend and improve customer service in manufacture and repair services
A clear, concise 10-stage process enables staff to focus on key tasks and relate their role to the customer experience
As part of its continuous improvement process, a leading independent turbine services provider observed an increase in major and minor non-conformances. This posed a potential threat to high levels of customer service and the leadership team identified a need to examine and improve its manufacture and repair process.
After approaching a number of potential suppliers, STC INSISO were asked to design a new process based on the breadth of our experience on similar projects. Our process experts carried out a health-check of the company’s existing manufacture and repair-related activities. We identified systemic and behavioural issues that were the root cause of the non-conformances the leadership team had reported.
We collated the complex and diverse tasks undertaken to fulfil orders and distilled them into a logical 10-stage process and named it CLICK. Each stage has a clear purpose and focuses on what is most important at that point in the process. They also clearly set out accountabilities and responsibilities so that there is no ambiguity as customers’ orders progress through the system.
We researched and understood the company’s business management system so that the new process integrates easily and works in the context of the organisation’s day-to-day operations.
CLICK was communicated via an internal promotional campaign with posters, presentations and leaflets created by our own designers. Staff feedback showed there was 100 percent awareness of the new process within two months of its introduction.
We also created a suite of tools used by staff to apply the process including a quick reference guide backed-up by a more detailed definitions and directions.
The new process was rolled-out through a series of interactive workshops which involved staff working through the CLICK process using real projects as well as identifying their own role in making CLICK a success – taking ownership of the process.
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