Our Successful Projects
Service Excellence Culture Program
PT Prodia Widyahusada Tbk
Client
PT Prodia Widyahusada Tbk
Topic
Service Excellence
Overview
To support Prodia’s vision of transforming into Next Generation Healthcare and Center of Excellence and also strategies that will influence their future. Prodia wants to further enhance understanding of concepts and mindsets to improve services in the laboratory. How to improve the customer experience including quality of service, safety with more efficient processes and costs.
Solution
Improve Service Excellence Culture by establishing Customer Service Strategy, Service Blueprint and Service Quality Assurance.
Since 2006, PQM Consultants has been facilitating the Lab ABC members in preparing the New Head Office of Prodia Tower, by improving the customer flow based on individual and corporate services value stream. The method consists of on-site implementation, coaching on Lean techniques and eliminate the non-valued added (Waste) in the whole value stream of the process.
Results and Achievements
- Improve NPS Score more than 15%
- Increase number of customer loyalty more than 23%
- Batch Release within Lead Time from 87.1% to 99.2%
- General Lab Productivity from 5.1 Batches/Analyst to 8.3 Batches/Analyst
- 67% Reduction in release testing lead time variation
- 42% Reduction in stability testing lead time
- Zero Error and Secure Supply
