Case Detail

Case Summary

Lean Transformation at Global Connect

Case Number: 5-310-504, Year Published: 2010

HBS Number: KEL633

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Key Concepts

Lean Operations, Cells, Capacity, Bottleneck, Flow Time, Service


Global Connect, a major telecommunications service provider, partners with national cable providers to bundle media and telecom services offered through voice over Internet protocol (VoIP). Global Connect provides the VoIP physical infrastructure that enables cable providers to offer VoIP phone service to their end customers. VoIP cable services are growing at a faster rate than anticipated, leaving Global Connect incapable of meeting contractual agreements with the cable partners and preventing them from capturing substantial VoIP market opportunities.
Students are asked to improve the configuration of work at this service organization by identifying the types of waste in the current process. Process improvements use lean tools and their impact is quantified using time and capacity analysis. 

Learning Objectives

• To view a service business as a process and to understand where to find the constraints regarding customer responsiveness (flow time) and sales (throughput). This requires a rather subtle capacity analysis.
• Using the flow time and capacity analysis, assess what improvement is needed and where; what the impact of that improvement would be; and how to implement improvements using lean operations tools.

Number of Pages: 10

Extended Case Information

Teaching Areas: Operations

Teaching Note Available: Yes

Geographic: United States

Industry: Telecommunication

Organization Size: Large

Decision Maker Gender: Female

Year of Case: 2010