The final concept in Parlance’s exploration of Lean practices for call management concerns timing and intervals. “Takt Time” is traditionally defined as a “measurement of production intervals required to meet customer demand”. It is the time between the start of production of one unit and the start of production of the next unit – when these production starts are set to match customer demand.
The 3rd Lean manufacturing concept you can apply to call management is “Kanban”, which translates to “Control” or “Queue”. Kanban concerns the signals in place to order relevant supplies in response to real-time demand for end products. Basically, having what you need – when you need it – to meet customers’ needs.
New study demonstrates how a proven, 60-year-old manufacturing methodology can boost customer satisfaction and bring new efficiency to healthcare contact centers. Reducing waste, improving services, controlling capacity, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing.
Lean management for caller self-service – “Kaizan” (Improvement) – does just that. Implementing changes to the system or steps in contact center processes to generate more value with less waste. In traditional implementation of “Kaizan”, each improvement needs to be considered and analyzed before applying the next.