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Benefits & Case Studies, Continuous Improvement, Lean, Operational Research, Process Improvement

Driving out waste by revealing hidden data (#OR56 conference)

A case study presentation to the OR Society’s 2014 conference OR56. It discusses the “hidden data” which was unearthed from a CRM system. It also shows “quick and dirty” data collection approaches that gave the organisation unique insights into customers’ perceptions and the sources of waste and delay in process performance.

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