{"id":26265,"date":"2023-03-10T23:00:00","date_gmt":"2023-03-10T23:00:00","guid":{"rendered":"https:\/\/staging.kepner-tregoe.com\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\/"},"modified":"2025-08-13T20:33:43","modified_gmt":"2025-08-13T20:33:43","slug":"tech-company-achieves-44-cycle-time-reduction-and-reduces-variation","status":"publish","type":"post","link":"https:\/\/staging.kepner-tregoe.com\/nl\/blogs\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\/","title":{"rendered":"Tech company achieves 44% cycle-time reduction and reduces variation"},"content":{"rendered":"

Client:<\/strong> A global, multi-billion-dollar software and cloud services company<\/p>\n

Goal:<\/strong> Improve customer experience and reduce Mean-Time-to-Resolution (MTTR)<\/p>\n

Solution: <\/strong>Kepner-Tregoe performed a baseline assessment, leveraging process mining to analyze variation, flow, and measure performance. Based on this diagnostic a solution was created to address the key goals around process and problem-solving consistency, more effective knowledge capture and a streamlined customer experience (CX).<\/p>\n

KT delivered an initial training and improvement program that integrated a universal, common, problem-solving approach into the support process and workflow which drives more predictable quality outcomes, a superior CX, and enhances communication with the customer.<\/p>\n

In addition, a consistent case structure, based on a universal, proven content standard, was used to capture and document customer issues and improve knowledge re-use.<\/p>\n

Throughout the project, the improvement program was supported by targeted coaching to identify and remove roadblocks and drive adoption across the team, while measuring improvements using process mining.<\/p>\n

Scorecard:<\/h3>\n
    \n
  • Average case duration reduced by 44%<\/li>\n
  • Variation significantly reduced<\/li>\n
  • Re-opened support cases 100% eliminated<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

    Client: A global, multi-billion-dollar software and cloud services company Goal: Improve customer experience and reduce Mean-Time-to-Resolution (MTTR) Solution: Kepner-Tregoe performed a baseline assessment, leveraging process mining to analyze variation, flow, and measure performance. Based on this diagnostic a solution was created to address the key goals around process and problem-solving consistency, more effective knowledge capture […]<\/p>\n","protected":false},"author":8,"featured_media":1214,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[23,27,20,26],"tags":[],"ppma_author":[64],"class_list":["post-26265","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kt-methods","category-learning-and-development","category-problem-solving","category-process-improvement"],"acf":[],"yoast_head":"\nTech company achieves 44% cycle-time reduction and reduces variation - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"Client: A global, multi-billion-dollar software and cloud services company Goal: Improve customer experience and reduce Mean-Time-to-Resolution (MTTR)\" \/>\n<meta name=\"robots\" content=\"noindex, 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