Case Studies

5S

Type of Industry:	Service sector
Company:	SME (car dealership)
Duration (total / actual consulting days):	1 Week / 1 Day
Company Targets:	Visual improvement of service reception; reduction of search times; lead time reduction of customer care; prevention of waiting lines
Results:	Reduction of customer talk time to an average of less than two minutes; improved customer satisfaction

Status quo (outlined):

Workshop, service reception
Customers drop off vehicle keys → verification of appointment and manual entry into calendar → clarification of customer request → car pick-up
Duration: Five minutes or more
Reception desk is cluttered with documents, paper, food and drinks

Actions planned by the company:

Purchase of bigger desks and increase staff by one part-time employee.

Master plan by SYNCRO EXPERTS:

Planning and conducting of 5S measures; reception desks are only to be used for customer issues; implementation of an electronic calendar accessible for all employees

Approach:

Planning of 5S measures, involving the employees throughout the entire 5S process
Target definition and detailed description
Sorting out unnecessary, old, superfluous and redundant items
Arranging things according to a defined system, previously agreed on, thereby allowing short access times.
Workplaces are kept clean throughout the working day.
Defined standards (including pictures) are available to everyone and can be reviewed anytime.
Compliance with standards is checked by supervisors daily.

Results:

Customer talk time reduced to an average of less than two minutes.

Increased customer satisfaction at almost 100% (according customer survey).

New customer figures increased (+12%).

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