Retailer Reduces Communication Response Time By 46% With Kure
PROJECT SUMMARY
Business Case
Less mistakes, improved external communication, improved partner relationships, higher employee confidence and satisfaction.
Root Cause Analysis
A reach out expectation was not set
No guidelines have been laid out
Solutions Implemented
Messaging sheet
Task management assignments to accounting
Project Results
Reduce the time to decide and craft a reply to potential partners by 46%
Improved efficiency and coordination
Enhanced parter satisfaction
Summary
The problem: Long delays in communication between partners were creating serious bottlenecks in decision-making and action-taking.
By using a combination of Kure, an AI-powered workflow tool, and GLSS Green Belt Training & Certification, the organization managed to reduce response times by 46%. This improvement led to better coordination and increased partner satisfaction.
The Problem
In the fast-paced world of retail, effective communication is key to keeping things running smoothly. However, this retailer was struggling with communication delays that often stretched to as long as seven hours between partners. These slow responses were not just frustrating—they were causing major delays in making decisions and taking action. This inefficiency was beginning to hurt the business, as partners and teams grew increasingly frustrated. Recognizing the need for a solution, the retailer decided to take action.
A team of skilled professionals, led by a project leader undergoing GLSS Green Belt Training, was assembled to tackle the issue. The team also leveraged Kure, an AI-powered process improvement tool, to guide them through the project. Kure’s structured workflow and AI-driven analysis allowed the team to focus on solving the problem, helping them work up to three times faster than traditional methods.
The Root Causes
The team first needed to understand why these delays were happening. They found two main issues:
1. Unclear Response Expectations: There were no clear guidelines for how quickly partners should respond. Without this clarity, response times varied greatly, leading to long delays.
2. Lack of Communication Guidelines: There were no set rules or protocols for how communication should happen. This lack of structure meant that responses were often slow and inconsistent.
The Solutions
Armed with these insights, the team implemented a few key changes:
Created a Messaging Sheet: They introduced a messaging sheet that set clear expectations for response times. This guide helped all partners understand how quickly they needed to reply, ensuring everyone was on the same page.
Adopted a Task Management Tool: To keep track of communication tasks, the team started using a task management tool. This allowed them to assign and monitor tasks more effectively, making sure that follow-ups were timely and nothing fell through the cracks.
The Results
The changes brought about immediate and positive results:
Faster Responses: With clear expectations and structured guidelines in place, the time it took to craft and send replies dropped from an average of 8.2 hours to just 4.4 hours—a 46% improvement. This meant decisions were made faster, and actions were taken more quickly.
Better Efficiency and Coordination: The use of a task management tool helped the team stay organized and ensured that every communication task was tracked in real time. This improved overall efficiency and coordination.
Happier Partners: The partners were much more satisfied with the improved speed and consistency in communication. They appreciated the clearer guidelines and quicker responses, which strengthened their collaboration and built greater trust.
Conclusion
This case highlights the importance of clear expectations and structured communication in a retail partnership. By addressing the root causes of the delays, the retailer was able to significantly boost efficiency and partner satisfaction. The use of Kure, with its AI-driven process improvement workflow, was crucial in helping the team achieve these results quickly. This success has set a solid foundation for future collaboration, and the retailer is now well-positioned to continue refining their communication processes and maintaining strong partnerships.
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.
