Article

Achieving customer service excellence using Lean Pull Replenishment

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Abstract
Purpose – The purpose of this study is to highlight a key strategic initiative within the former ADC Company (now part of TE Connectivity) called “Lean Pull Replenishment”, designed and implemented
to achieve Six Sigma customer service excellence. This case study would also help facilitate problem-based learning pedagogy. Design/methodology/approach – The study showcases implementation of the Lean Pull Replenishment approach using the define, measure, analyze, improve and control (DMAIC) framework. Key input variables were analyzed that contributed to historically inconsistent and unsatisfactory customer delivery performance. Analysis resulted in improving the allocative efficiency of critical input variables through pilot programs on strategic value streams by deploying dozens of kaizen events, and sustaining the gains through leveraging best practices and effective change management principles.

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Ketersediaan

Informasi Detail

Judul Seri

Achieving customer service excellence using Lean Pull Replenishment

No. Panggil

ATC PO SAM a

Penerbit

USA : Emerald Insight., 2012

Deskripsi Fisik

27 halaman

Bahasa

English

ISBN/ISSN

-

Klasifikasi

ATC

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

online resource

Edisi

International Journal of Productivity and Performa

Subjek

Wealth Management
Management Communication
Manajemen Konsumen

Info Detail Spesifik

27 halaman

Pernyataan Tanggungjawab

Sameer Kumar David Choe Shiv Venkataraman

Versi lain/terkait

Lampiran Berkas

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