Question
The Kanban system can be effectively used in the customer service industry in several ways. It can be used to manage a customer service response queue, where it's difficult to predict the nature and volume of incoming calls. By setting work-in-progress limits, the system can help manage capacity and ensure efficient handling of tasks. The Kanban system can also help reduce lead times, which is the time it takes from receiving a task to delivering it. This can result in tasks being completed more efficiently, leading to increased productivity and improved customer service.
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A perfect use for this is a customer service response queue, where it's almost impossible to plan what kind of calls will come in and what the nature of those calls will be. However, you can make some general assumptions to plan capacity to meet that demand. In the example below, we can see just how impactful that Work in Progress Limit is. The lead time is the amount of time it takes from a task received to a task delivered. Once the work-in-progress limit was used, lead times were shortened considerably and tasks were completed much more efficiently. (Slide 15)
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