Digitalized Customer Service

Abstract

Lean thinking is one of the approaches used to create more value for customers with minimum used resources by eliminating or reducing wastes. Lean techniques started with manufacturing processes, but nowadays, it is also applied to service organizations. This report introduces lean thinking using the value stream mapping and other process improvement tools in the Kahramaa customer service department to enhance customer satisfaction by reducing the service time by eliminating the non-value-added activities of the processes. In this project, the low voltage contractor procedure, which includes license and examination services, are studied to enhance the processes. After mapping the current state of the examination and license services, the non-value-added activities are identified. Improvement ideas are suggested to improve customer responsiveness and reduce costs. Improvement of 44% in LT, 32% in PT, and 100% in the material used were achieved for the examination service. For the license service, improvement of 71% in LT, 48% in PT, and 100% in the material used were achieved. Suggestions and recommendations were made to improve the efficiency and responsiveness of the two services.