Written by Erica Bassford, Engagement Leader at LI Europe.

Ever had the misfortune of cracking your mobile phone screen? If you have, perhaps you have also suffered the same frustration as myself!

Not wanting to be without the phone for more than the 45 minutes it should take to change the screen – I opted for an on-site repair appointment. I was slightly disappointed to find the next available slot was a week away but it was an early appointment, so I could get the job done and get on with the day and at least I could continue to use the phone in the meantime. I filled out all the details including the make / model of the phone, the damage and the likely resolution: a new screen required.

On the day of the appointment I dutifully backed up my phone, removed all the key pad locks and arrived with 10 minutes to spare. I was immediately greeted with ‘Can I help you?’ quickly followed by ‘I’m afraid there will be a short wait’ but if you see the lady over there she will book you in. About 15 minutes later a gentleman came to see the damage, filled in more details then explained another person would be along soon to deal with me. I’ve now seen 3 different people, awaiting my 4th, why couldn’t the first person relieve me of my phone? The 4th person did arrive a little later to complete paperwork for me to sign and to again check the damage I was reporting. He then announced that it would take at least 2 ½ hours to fix due to the queue of work ahead of my repair!

So let’s recap:

  • I’ve pre-booked the phone in describing the fault and the probable resolution
  • The job should take no more than 45 minutes to complete
  • You can only get a repair appointment by pre-booking
  • I met with 4 different people before I was relieved of my phone
  • The wait time is nearly 4 times the time it would take to complete the repair

As all appointments have been pre-booked, their likely workload would have been known a week in advance.

A little process mapping here would highlight the potential improvement opportunities. Add some scheduling tools and any likely constraint issues could be highlighted a week in advance allowing time to put in place corrective actions.

Apart from the frustration, how much cost has this inefficiency added to the price of the job, not to mention the cost to me, the customer, due to waiting time?

If your factory is struggling with delays due to peaks in demand, and the resulting poor customer satisfaction, why not give us a call to discuss how you could improve the efficiency of your process.