A recent engagement with a call centre client involved looking at the task of processing claims. Unfortunately, in Ireland, many claims in this particular sector are submitted on paper forms. Our task was to map the process of approving these claims. The process was broken into small element steps and was in the process of timing a
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Case Studies Archives - ETAC
Make sure you understand the problem before launching into possible solutions. The 8-step problem-solving methodology is based on demonstrating a full understanding of a problem and sharing this with a team of stakeholders before embarking on selecting a solution. You may be interested in in applying 8-step problem-solving in your business
04 Oct
The Rush to Solution
The first step in any process improvement initiative is to define the problem or business opportunity. This step is often completed far too quickly and in some cases defines a rush solution without really addressing the real issue. Lift Installation Paul was a recent case in point. Paul has just commenced a project-based process improvement
07 Sep
Who is Responsible?
Imagine arriving at these 2 hotels? How is your initial impression? How would one describe the customer experience? If it was your business – how would you like it to be represented? Who is responsible for this representation – the individual or the business? Human Error? We can continue to assign our problems to individual
Imagine arriving late to a sporting event to see that there is no score on display. Everyone around you is confused as to the actual current score. Or image a sign telling you that the score will be posted as soon as possible after the game finishes. Would you lose interest in the game? Would the
There is often a perceived ‘glass ceiling’ by frontline workers. manager presentation, meetings and often systems are in the arena of management. Many staff are uncomfortable in these areas. One of our recent programme participants was adamant from the outset that he would not be delivering a presentation in front of ‘strangers’. The concept of
Only for Manufacturing? You may have thought that Lean process improvement was only relevant to manufacturing staff? It has been our pleasure to train and mentor this group who completed the 2017 Spring training programme last week. A Diverse Group Let me introduce the group and briefly describe their results to date. Finance Louise works in
