time study

A Lean Approach to Improving Service Call Center Performance

With increasing competition, expanding globalization and demanding customers, the playing field in the service Lean call center (SCC) industry has changed rapidly, as phone banks have evolved into multichannel contact centers. Many organizations have realized that the key for survival is efficiency and effectiveness, with a focus on productivity and customer experience. Lean techniques, which focus…


Cause-and-effect Diagrams and Lean for Service Processes

Lean improvement of service processes is somewhat different from Lean improvement of manufacturing processes. Efficiency is usually a measure of speed and cost and Lean improvement in efficiency is achieved by eliminating waste in time or resources. Effectiveness is usually a measure of quality and the overall objectives of the enterprise in that regard. If…


Lean Projects Aided by Understanding of Time Studies

Lean is gaining wide acceptance in these troubled times of recession across the globe. Organizations are striving to be more efficient in order to create more value for their customers. Many are using a project approach to Lean, which means focusing on a specific process and improving that process to achieve a certain output metric….

Preparing to Measure Process Work with a Time Study

When first introduced in the 19th and early 20th centuries, time and motion studies established rules of motion that guaranteed optimal performance during a given time period and reduced the number of movements needed to get work accomplished. Over the years, time and motion studies have been done in many industries both to ascertain how…