What Is Lean Management - Essay Example

Major businesses employ customer contact center concepts since these solutions provide businesses with flexible and strong infrastructure to interact with their customers and effectively manage ongoing projects (Schultz 2003). Based on this feedback, improvements in products and business strategies, development of new products, increase in customer satisfaction and loyalty, and exploration of new markets is sought to devise a swift response to global competitive markets. In the recent past, several companies have invested considerably in managing and maintaining contact centers to get a competitive advantage by analyzing customer experience and company performance; however, due to the recent economic downturn companies are finding it difficult to manage the contact centers due to increased operating expenses.

The as lean principle has effectively been applied in the manufacturing sector, and similarly, this concept is equally well applicable to the service industry. In doing so, Hines et al. (2004) cautioned that organizations may miss the strategic aspect of value creation while focusing merely on cost reduction and lean tools while applying lean principles. To reduce the operating costs associated with contact centers, the lean management approach would help in creating a greater value demand while reducing the failure demand (Marr and Parry 2004).

IT businesses recognize that customers lean to support companies providing better services within a given price range. In this report, the company realized that its competitive position in the market is no longer secured. Therefore, a shift to lean management was attempted to reduce waste and costs and increase revenue. This report is an attempt to study the significance of adopting and applying lean management concepts to the Contact Center Industry using academic rigor while focusing on Averatec Contact Center and how it can effectively be applied to achieve zero defects with increased customer satisfaction.

Averatec, established in 1984, is a company offering a broad range of computer products including desktop PCs, Laptops, Servers, networking, storage, and peripheral accessories.