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Case Study - Reducing Complaints by over 60% via Lean 6 Sigma


A major service business was receiving too many complaints.

1. We measured the process

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.

2. We identified the hypothesised causes of the problem

To identify the potential key improvement focus areas.

3. We identified the actual causes and solutionised

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.

4. We implemented and measured

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.

5. Result

Complaint volume was reduced by 60%!


Delivery to Plan


Complaint Volume


ROI from aorist consultancy, training and coaching

Businesses typically benefit from a 50 - 100+ times rate of return, when measuring the cost of an aorist Lean 6 Sigma or Systems Thinking / Systems Dynamics Simulation training course and coaching against the benefits derived from applying it the very first time in their business.