Situation

The centralized customer service department of a large manufacturer was overwhelmed by customer and sales rep calls into the department checking on order status and/or correcting errors in order submissions.

Team Engagement Strategy

Representatives from customer service alongside field sales reps and home office marketing personnel were recruited to attack the problem using Rapid Action, an "all in one" team engagement toolkit for accelerating results.

Rapid Action Project Charter

How can we improve the accuracy of incoming sales orders to reduce rework and delays in sales order fulfillment, while also improving customer service, field sales teamwork and job satisfaction?

Sample of Solutions Implemented

• Developed standard text for all order form fields to speed completion and reduce inconsistencies.
• Established an escalation process to resolve order quality problems rapidly and effectively.
• Created training toolkits and a communications plan for deployment across all locations.
• Developed automated detection and correction tools to error-proof incoming sales orders.