Case study 2

Due to Non-Disclosure Agreement the company name and other sensitive information cannot be revealed. The company in question provides surface coating solutions in the UK. Specialising in advanced coatings for various industries, including aerospace, energy, and automotive. With a focus on innovation and precision, the company provides high-quality coatings that enhance efficiency, reduce wear, and extend the lifespan of products, helping customers meet the challenges of modern manufacturing. 

Poor communication between departments significantly affected the lead time for customer parts being sent for coating, resulting in customer dissatisfaction and the potential loss of business. It became clear that the Voice of the Customer (VoC) needed to be prioritised and addressed more effectively. 

We began by attentively listening to the Voice of the Customer, uncovering their needs and pain points. From there, we mapped out the challenges with clear, specific language that everyone could understand. Aligning with the business objectives and customer expectations, we defined meaningful Key Performance Indicators (KPIs) to track progress. To make these KPIs actionable, we built a real-time dashboard, giving the business instant visibility into its performance. Then, we gathered and cleaned the relevant data, designing a system that enabled seamless communication and collaboration across the entire team.

Increase customers satisfaction by 75%.

Enhanced communication between the different departments resulting in improving overall lead time.

Created and implemented dashboard allowing the business to follow progresses in KPIs.

Eliminated human errors.