Green Belt Toolset for the 24+ Customer Care Center

As a customer care center, 24+ has a large volume of data that needs to be processed. That’s why there was a need for a toolset that would allow us to analyze the data critically, draw the right conclusions, and do so with a long-term perspective.

Several 24+ employees earned their Green Belt Lean certification through Stanwick. Following certification, we set up a project coaching program, in which each participant worked on their own project and, with coaching support, selected the appropriate tools. These projects resulted in a number of useful optimization proposals that support the organization in its ongoing professional development.

Since then, the Green Belts’ new skills have been used to examine and optimize all kinds of processes within the company. Currently, time usage across various teams is being analyzed with the goal of better aligning these processes. Data analysis revealed that the distribution of work was not balanced across all areas. One of the Green Belts is currently investigating the underlying causes and potential improvement actions.

Philip Van Dongen - Manager Workforce Management:  

"We have permanently embedded the training program within the organization. What gives me great satisfaction as a manager is that the techniques are not only applied within a project but also to structure daily work. Employees now think more critically about the information they receive and make decisions more independently. The amount of data at our disposal will only increase in the coming years, which is why we are ensuring that the skills we’ve acquired remain firmly embedded within the organization.”