Lean Six Sigma project for optimisation of change management process
Telecom provider
- Customer case
- Research
- Customer Experience
- Data projects
A Dutch telecom provider sought to examine and enhance their change management process using Lean Six Sigma. The objective was to maximise successful changes in hardware and software, evaluate risks, inform customers, and conduct assessments. The telco aimed to strengthen operational stability, streamline network and IT maintenance, foster innovation, and optimise service delivery.
Our data and research specialist led the Lean Six Sigma project to simplify the process, make it more robust, and reduce incidents. Pain points and improvement opportunities were identified for quality assurance and a better customer experience.
Approach
The project consisted of four distinct steps:
Step 1 - Current situation investigation: We first mapped the current situation by reviewing previous studies and documentation. Then, we collaborated with change managers and stakeholders to create a value stream map. In this, we outlined the process steps and documented what is done in each step and which systems are used. We also made process time, waiting time, waste (also referred to as scrap), and defects visible. This provided a clear picture of the most significant improvement opportunities.
Step 2 - Stakeholder input and quantitative data analysis: We sent a questionnaire to stakeholders to gather input on improvement points and challenges within the change process. Additionally, we performed an analysis of quantitative data, investigating, for example, the frequency of certain pain points.
Step 3 - Pain points and solution directions: We organised brainstorming sessions to generate potential solution directions for the pain points and formulated recommendations to address them. For each solution (hypothesis), we carefully analysed the benefits, drawbacks, impact, risks, required resources, and timelines.
Step 4 - Future state: Ultimately, we brainstormed the future state of the change management process. Here, we applied the SCAMPER method. This is a brainstorming technique that helps teams develop or improve products or services. As a final step, we outlined various scenarios for the future change management process.
Result
Significant improvement opportunities emerged from the change management process. One of the key opportunities is to automate current manual tasks. This will lead to greater efficiency and job satisfaction among employees.
Furthermore, there is room for improvement in data quality. This can be achieved by aligning definitions, reducing missing or incorrect data points, and making certain fields mandatory for better interpretation.
It has become evident that the current process no longer aligns with changing customer needs. With Agile working teams and considerably shorter lead times, this offers the opportunity to revise and optimise the process.
The Lean Six Sigma project has yielded valuable insights and concrete recommendations. We developed business cases and hypotheses, and outlined future scenarios. This enables the telco to further develop, enhance, and test the proposed solutions based on the recommendations and insights. The change management process will thus become more efficient, effective, and better aligned with the needs of customers and employees.
Want to know more?
Reimer will be happy to talk to you about what we can do for you and your organisation as a data partner.
Business Manager+31(0)20 308 43 90+31(0)6 83 69 07 78reimer.vandepol@digital-power.com
Receive data insights, use cases and behind-the-scenes peeks once a month?
Sign up for our email list and stay 'up to data':
Get inspired about Research
Target group research for new website
The organisation Doctors of the World offers medical assistance to people in a vulnerable position. They often do not know how to find their way in the Dutch healthcare system. Doctors of the World helps them with this. One of the channels to get informed about the work of Doctors of the World is the website, which will be redesigned.
Better public services based on a research cycle
Dutch citizens living, working or studying abroad must also take care of things like renewing their passports, arranging tax issues and pension with the Dutch government. This can be something of a challenge by being far away from the Netherlands, due to fragmentation of services, time difference and different situations. In a project which lasted from 2018-2022, the Ministry of Foreign Affairs therefore worked together with 12 implementing organisations (e.g. Tax and Customs Administration and RDW) on government-wide access to public services. The service is called Netherlands Worldwide (NWW). NWW is accessible 24/7 on the website, and direct customer contact channels such as telephone, WhatsApp and email.
Your research partner
Gain in-depth insight into your target audiences and make more insight-driven decisions. Increase your impact with effective solutions, processes, and services that cater to their specific needs.
A comprehensive understanding of the customer journey with Google Analytics and R
ONE Business websites allow users to buy subscriptions to various magazines. The online sales funnel can hereby be dynamically divided for each offer. For example, it is possible to give users free term choices or to limit them to a specific offer. Because the sales funnel is dynamic, it is impossible with the standard Google Analytics implementation to gain good insight into the customer journey. ONE Business asked us to provide insight into where people opt out and why. This will enable them to optimise the funnel for more online conversions.
Optimal user experience for Memoriam Platform
KWF is a Dutch charity dedicated to fighting cancer. The organisation was working on the development of a Memoriam Platform. This is a new initiative to create personalised memorial pages for the deceased. On these pages, donations can be made to KWF.