Can Lean Practices Transform Call Management?

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. A new white paper by Parlance places these dynamics in the context of call management in the healthcare contact center, demonstrating specific ways today’s advanced caller self-service solutions are meeting Lean objectives.

The paper outlines many of the growing challenges faced by healthcare contact centers in meeting ever increasing healthcare needs and growing call volumes. It demonstrates how the fundamental principles of Lean can be easily implemented through better caller self-service, allowing these contact centers to do more with less, while delivering greater value to end-users.

Lean Manufacturing can trace its’ roots back to Kiichiro Toyoda—founder of the Toyota Motor Corporation. The methodology has been applied in nearly every industry since its proliferation in the 1980’s, allowing countless organizations to deliver greater value using fewer resources.

Focusing on the core Lean principles of Muda (waste), Kaizan (improvement), Kanban (control/queue), and Takt Time (intervals), Parlance’s new study outlines how healthcare contact centers can deliver the right service to the right caller at the right time — all at a lower cost. The study also contains a brief history of Lean Manufacturing, and illustrates key examples of Lean in action.