Case study: customer service recovery at a Canadian pharmaceutical plant
Zinata
Case example · 10 min read (PDF) · For: Owners / executives, Team leads / managers
A short case with clear before-and-after numbers: customer service from below 65% to above 95%, and cycle time cut by about 75%. It shows how a plant set priorities and reorganized teams during a capacity crisis. A useful example for teaching how operating metrics connect to customers and the business.
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Problems it helps with
- Our backorders keep growing and customers are leaving
- We took on more work than the plant can handle
- Everything is urgent so nothing gets prioritized
- Our cycle times are so long we can't react to anything
What it covers
- Prioritizing customers and products by business value to stop the bleeding
- Reconfiguring the plant and supply chain for flexibility
- Lean practices and team restructuring
- Results still holding two years later
Topics: Customer relationships · Goals and performance metrics · Strategy