Value Stream Mapping (VSM) in After Sales Customer Support Service Department
I am starting my internship in a manufacturing company but I am in the department of After Sales customer support.
The two main services provided are Technical Support and Spares sales.
My first task is to do a VSM for the service.
I've been searching a lot! And the most things I find is VSM's about real production, or healthcare services or even how to go lean with your own desk (office).
What I need is to do a VSM with the information flow. They receive emails with requests, but then they ask to the client or other technics information about it, and the answer to the customer gets delayed while the information goes back and forward inside the company (from the customer service, to sales department, to the storage department, to production department...).
I'm also having trouble to measure process times, because I can't simply sit behind them and measure the time they take to reply to an email or to process a sales order.
So I am asking for information or examples on VSM to an After sales customer support service department.
I know about these books
- The complete lean enterprise, by Beau Kayte and Drew Locher
- Value stream management for the lean office, by Dan Tapping and Tom Shuker
but I can't have access to them. So I can't take a look at them.
If you could help me I would really appreciate it!