Overview

Our client, an emblematic player and leading real estate portal in France, wants to improve the satisfaction of its customers and give substance to its promise to offer “a simple and effective experience”. KEPLER offers to implement an analytical approach based on VSM diagnosis and performance management.

Context

  • The recent merger of two group entities has complicated the flow of «customer requests» with different dedicated sites, depending on the type of product
  • Incompletely formalized processes, resulting of a history, which can be optimized
  • A multi-site activity, subsequent of the merger, which has complicated the flow of information
  • Significant compartmentalization of the various services holding or restraining the improvement process

Objective(s)

Category: Gaining in Sustainable Productivity 

  • Improving customer satisfaction by reducing request processing times

  • Improving the experience by reducing the constraints endured by customers

  • Improving productivity and well-being of operational teams by making processes robust and eliminating irritants

The main challenge of this mission was to apply, after adaptation, industrial methods with teams that had no knowledge of industrial concepts (lean, etc.) and whose processes were 100% digitized. Online training about the main principles of lean and their application, resulting from the diagnosis, in the action plan, were key to the success of the project.
Edouard Alquié, Director, Operations Practice Leader
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