Voice of the customer
Putting the Voice of the Customer at the centre of your process
Grid operator Liander has the ambition to keep its services affordable for customers. That is why it works every day on improving the effectiveness and efficiency of its operations.
Within Liander’s Customer Contact Center (KCC), thousands of customers are assisted each year. These conversations contain valuable information about the quality of service and opportunities for improving internal processes. Masters In Lean supported Liander in establishing a structured, data-driven approach to continuous improvement based on this customer feedback.
Liander is a Dutch grid operator. Liander is responsible for the distribution of energy in the northern, eastern, and western parts of the Netherlands. As a grid operator, it is mainly active in the provinces of Gelderland, Friesland, Flevoland, North Holland, and South Holland. Liander is responsible for the construction, maintenance, and management of these transmission and distribution networks for electricity, gas, and heat.
Challenge
From the existing information systems, it was not sufficiently possible to gain insight into the quality of processes. To address this, Liander implemented a new system: Speech Analytics. However, there was not yet a structured improvement methodology in place around this system, this presented a clear opportunity for Masters In Lean.
We supported the implementation of the system and trained Liander to systematically collect process data and translate it step by step into concrete improvements. The Lean philosophy was used as the foundation for this approach.
In doing so, we worked on the following challenges:
How can the data generated from Speech Analytics be used to drive improvements?
How can these improvements be properly quantified?
How do we ensure that the entire chain is involved in these improvements?
How can Masters In Lean help embed this methodology within the organisation?
Solution
Together with Liander employees, a structured improvement approach was established. This was based on the principle Show – Do Together – Do Yourself, where the focus gradually shifted from external project leadership to coaching employees to independently drive improvements.
In several phases, topics from customer conversations were addressed:
Selection of an improvement topic based on data from Speech Analytics
Listening to recorded customer conversations: what is the true voice of the customer?
Initial mapping of the processes related to these customer interactions
Workshops with employees from the entire chain to validate current processes and identified bottlenecks, and to collect process data
Analysis of bottlenecks based on existing processes
Identification of improvement opportunities through brainstorming sessions
Workshops with employees to validate improvement ideas and potential future processes
Development of a business case focused on improvement opportunities and prioritisation
Creation of epics (including business case) and handover to Agile/Scrum teams for implementation
Results
Masters in Lean guided three improvement projects in which many valuable opportunities for improvement were identified in the areas of:
Productivity
Quality
Financial performance (reduction of call traffic)
In addition, we trained Liander employees to independently lead improvement initiatives using the standardised approach. By the end of our assignment, the new way of working was embedded within the organisation, and employees were able to continue the improvements themselves, an excellent result!
We provide tailor-made solutions focused on results, at all levels of the organization. I would be happy to have a no-obligation conversation with you!
Loeffen Managing Partner