1. Using Continual Improvement Tools to Improve Processes
September 24, ICAE
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2. Today’s Plan Background Two Examples Wrap Up & Questions
Project Connection
Intake Cycle Time
Wrap Up & Questions
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3. A little about our team
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4. A little about our process
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5. Why start down this path?
The goal of the Consumer Relations team is to have a world class complaint handling organization that resolves each of our customers concerns in a timely, high quality and efficient way, which makes them want to stay with Progressive for decades.
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6. The start of our journey
Baseline
Lot of Fire-Fighting
Lack of team visibility & accountability
Top down problem solving
Growth in very cost controlled environment
Initial Steps
Internal Quality Team created
Process diagnostics
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7. Example #1 – Project Connection
Opportunity to better connect with customers
Continual Improvement methods used:
SIPOC
Voice of the Customer Interviews
CTQ Tree
Fishbone Diagram
Priority Exercise
Communication & Training
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8. Example #1 – SIPOC
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9. Example #1 – Voice of the Customer
What are the top 5 most important attributes of a complaint response?
Show customer we care
Clarity
Accuracy
Timeliness
Accountability
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10. Example #1 – Fishbone Diagram
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11. Example #1 – Project Connection
What we did:
Defined empathy
Initiated calibration sessions
Created better guidance
Added Communication Specialist
What we saw:
HUGE IMPROVEMENT!
56% improvement in quality scores
More engaged team
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12. Example #2 – Intake Cycle Time
Opportunity to improve the time it took to enter complaints into database
Continual Improvement methods used:
Process Bootcamp
Process Mapping
Value Stream Mapping
Visual Management
Problem Solving Meetings
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13. Example #2 – Process Mapping
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14. Example #2 – Visual Management
Daily meetings (Morning Mind Meld)
Review inventory, workload, updates, issues, moods, etc.
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15. Example #2 – Problem Solving
What we did:
Regular team problem solving sessions
Many process improvements resulted
No more printing complaints
Verification guidelines
Database improvements
Process Documentation
What we saw:
Improved Cycle Time!!
96 % complaints entered w/in 1 day
Better management of workload – fewer fires
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16. Measurable Benefits & Noticeable Differences
Better Process Documentation
Improved Cycle Time
Higher Quality
Increased Productivity
More visibility into the work
MORE ENGAGED TEAM!!
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17. That’s It! Questions? Thank you!!
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