Application of Lean Principles for Improving Customer Service at Byrotek
Priyanka Lal
Welingkar Institute of Management, Mumbai, India
Volume 17: 2022, pp. 327-338; ABSTRACT
Byrotek derived its competitive advantage from strong customer orientation. They were known for providing high quality product at low cost with unique features. Specifically, the combo bag was renowned for its energy saving, environmentally friendly, and safety features for storage and transportation of molten aluminium. To thrive in a hyper competitive market with increasing use of new technology, Byrotek must maintain low prices without sacrificing product quality or on-time delivery. However, relying on old machinery with an under performing workforce caused a reduction in product quality and delays in supply to customers. To solve the issue, the organisation must immediately remedy its operational challenges with minimum or no expenditure. The plant manager, Sudhakar, and his staff are seeking a solution that is efficient, simple to deploy, and requires little financial investment. Students will learn how to use Value Stream Mapping (VSM), Little’s Law and Deming’s 14-point quality principle, to solve the issue and in doing so link Operations Management and Human Resources to the overall company strategy.
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