A major service business was receiving too many complaints.
We added data to a Process Behaviour Chart, to understand if the problem was systemic, or non-systemic, and so identify the most effective improvement approach.
To identify the potential key improvement focus areas.
To ensure we had found the causes that genuinely affected complaints, we used statistical methods to link hypothesised causes and actual problem, and so ensure our improvement solution would be effective.
We adopted the solution and continued to add data to the Process Behaviour Chart established in Step 1, to ensure changes were effective ... and sustained.
Complaint volume was reduced by 60%!
