Barloworld enhances service excellence
For Barloworld Handling, a leading force in the UK materials handling industry, providing consistent class-leading levels of customer service is a vital source of competitive differentiation. With the aim of improving service levels still further, the company decided to look at its business processes in a more structured manner.
Working with Paloma Consulting, Barloworld focused on improving its processes to deliver consistent levels of service excellence across the business. A particular focus was to ensure the Hyster brand of forklift trucks and warehouse equipment - for which Barloworld is the sole UK distributor - maintained its reputation as one of the most reliable in the market.
Using Lean Six Sigma, Barloworld made valuable improvements in a range of areas including product reliability, spare parts flow and off-hire procedures. In addition, by rolling out a large 5S programme, the company was able to change the layout of its service centres, create better workflow and disciplines, resulting in improved throughput and less waste.
Continuous Improvement Manager