The client and Capgemini collaborated to develop and re-engineer core operational efficiencies through a Lean Six Sigma approach.
The client, a high-tech manufacturer, was seeking to make substantial improvements to its core business processes to improve product quality, customer satisfaction, and reduce costs. In addition, the client wanted to gain a better understanding of customer satisfaction levels related to various aspects of its products and services.
The Capgemini team assessed the client’s operations and developed a set of recommendations to improve core business processes, and deliver process improvement skills to the company’s staff using the Lean Six Sigma methodology.
Capgemini developed an overarching improvement strategy and deployment roadmap, conducted customer satisfaction surveys, and analyzed results to guide process improvement program. The team set up a Program Management Office (PMO) to guide and monitor progress of improvement initiatives, and led cross-functional teams to identify and implement solutions across manufacturing and non-manufacturing areas. Several key activities included:
- Defining management processes
- Training and certifying over 60 staff in Lean Six Sigma methodology (Green Belt level)
- Working with leadership to develop a long-term staff development strategy, including Black Belt staff development
- Completed a satisfaction and benchmarking survey with 600-plus customers, enabling new insights into customers’ needs.
The team identified major opportunities to improve product quality, reduce cycle times, and decrease waste. This achieved significant cost savings of more than $1 million annually. It also improved customer satisfaction and achieved organizational improvements.