• Analyze Voice of the customer to determine the critical to quality characteristics of the service and translated them to measurable KPIs
• Used KPIs to understand and measure the current state of the service at the copy center
• Recommend short and long term solutions to improve service, thereby increasing customer satisfaction
• Recommended ways to reduce or eliminate the different forms of waste present in the current process
• Implemented the short term solutions and measured the improvement in the service
• Created a reaction plan to ensure the recommended solutions are institutionalized