Agencies

Lean applied in agencies: 80% sales increase

Operational results obtained within 2 months and 6 months later

 

Context

In 2010, a distribution company decides to deploy lean for the first time within its agency network. The objective is to improve customer satisfaction and increase sales. The agency chosen for the pilot project is located in a highly commercial area. Project duration: 13 weeks

Coaching structure

1 Operae coach, 1 internal lean project leader (the agency director) and 11 team members with heterogeneous professions.

Examples of lean actions implemented

  • Creation and standardization of an “agency reception” role, and calendar of team role assignment
  • Customer flow management based on simple and complex operations, and day of the week or season
  • Creation of work standards for financial advisors
  • Daily sales and client meeting objectives

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