Paul has just returned from coaching the Heineken internal Customer Service consultants in the application of SIPOC and Makigami process mapping tools.
Based on live examples he was able to advise the team how to select and improve process effectiveness and efficiency such that they at able to apply the techniques global within the global organisation. Consistent with Henkan’s ethos of ‘making you the expert’, the team will be autonomous in the application of the tools and will furthermore train others across the organisation to also apply the tools and techniques autonomously. Such application is designed to have a direct impact on Customer Service KPI’s”
On behalf of the team, we would like to thank you for your support during our session yesterday. We were able to tighten our knowledge and challenge our ways of working. We are very satisfied with you valuable contribution.