Business Testimonials
What Steven Bellamy had to say about the Intelog RAPID Program:
"The Rapid Program has provided Miele Australia with a platform for change. It is a tool which engages the workforce and greatly assists in creating a culture of continuous improvement. No longer do we need to rely on a few to develop and implement large projects, rather, we have a broader base of our team working on smaller (in scope), more detailed initiatives to remove waste and improve our service levels."
Further Outcomes for Miele Australia
The main area where we have gained is within our warehouse. After initially determining our space requirements for the next 5 years we also set about mapping all of the current processes with you. We reinvented the way we went about moving boxes around the country. We have re-written 16 SOP's from receipt to put-away to picking, staging and dispatch, in doing this we have also managed to open 3 new warehouses and implement a warehouse management system. Some of the more tangible benefits we have gained from these developments are:
During this 18 month period (since Jan 2007) we have been able to
Support the 15% business growth without any additional headcount. Looking forward we anticipate a 10% growth in 2009 and are comfortable we will be able to achieve this without any additional resources.
While our warehouse capacity has almost doubled, we have been able to offset most of the additional lease costs with operational efficiencies. This is not just a reflection of the headcount but also dramatically reduced cartage and demurrage costs.
We have also seen lean thinking impact within our contact centres. Again after mapping our entire process we have challenged a lot of existing policies, developed an extensive training program and removed much duplication. With no additional resources we have:
- Improved our answer call rate from 89% in 2007 to 93% YTD 2008
- Reduced our average wait time from 56 seconds in 2007 to just 39 sec’s YTD 2008
- Improved our call resolution from 75% in 2007 to 85% YTD 2008.
Steven Bellamy , General Manager - Customer Service & Logistics ANZ
Miele Australia
Simplifying Business Processes
"We recognised the need to engage our staff in a structured and effective method that would simplify our processes and make the task of creating value for our customers and business more efficient and effective. We knew we had to find some external assistance and knowledge to introduce a different way of thinking and achieving our business objectives.
Intelog provided the framework and methodologies that enabled us to involve our people in understanding just how much improvement could be achieved by focussing our efforts in reviewing our processes from "the point of view of the customer" and eliminating non-value adding activity and waste.
The results have been spectacular in terms of reducing time and effort in many of our key processes by more than thirty percent and therefore freeing up value creation time for key people e.g. cellar door service and quicker customer order fulfilment. Our internal process improvement leaders are now rolling the Intelog training into the operations side of the business with similar results. The impact of this is not only delivering to the bottom line but is enhancing the other initiatives we have in place, such as a new business software system."