Operational Excellence for Technology and Telecoms
Faster service delivery, fewer incidents and a better customer experience. For software companies, telecom operators and IT services in Greece, Cyprus and Europe.
- Value stream flow
- Service reliability
- Agile teams
Why operational excellence matters
In technology and telecoms the customer sees the output of many teams: sales, provisioning, support, development and field. When flow breaks between them, lead times, tickets and churn go up.
Greece Lean Six Sigma combines Lean, Six Sigma and Agile so teams see the whole value stream and improve with data.
Where we help
Service provisioning
Order to activation time, hand-offs between teams and errors.
Support and tickets
Service desk, repeat tickets, escalation and resolution times.
Incidents and reliability
Incident management, problem analysis and prevention.
Software delivery
Workflow, queues, defects and delivery lead time.
Field operations
Installations, technician visits and first time fix.
Customer experience
Complaints, churn, billing and service channels.
Common operational challenges
- Long activation times
- Repeat tickets
- Many escalations
- Incidents without root cause
- Queues in development
- Defects after release
- Failed technician visits
- Billing errors
- Customer churn
- Data spread across tools
Our approach starts from the process, not from an off-the-shelf training course. We find where performance is lost, quantify the opportunity and choose the method that fits the problem.
From diagnosis to improvement
- Understand the processWe review flow, roles, data and controls.
- Set the baselineWe quantify performance with the right indicators.
- Find the dominant lossesWe focus on the problems with the biggest impact.
- Choose the right methodQuick win, Kaizen, root cause analysis, DMAIC or redesign.
- Sustain the resultWe build ownership, control, capability and daily management.
Typical performance indicators
Choose your starting point
Operational Excellence Diagnostic
Assessment of one process or value stream, with a prioritised map of improvement opportunities.
In-company training
A programme tailored to your sector, in a classroom or Live Online, with examples from your own operation.
Targeted improvement project
Lean Six Sigma applied to one specific problem, with a measurable result.
Related training
Frequently asked questions
How does Lean Six Sigma combine with Agile?
Agile organises the team. Lean looks at the whole value stream and Six Sigma reduces variation and defects. Together they cover the full cycle.
Do you help with process mining?
Yes. We use system data to see how the process really runs and where time is lost.
Do you always start with training?
No. We start from the process. First we find where time, quality or cost is lost and what it costs. Then we choose a quick win, Kaizen, a DMAIC project or team training.
Can the training run in-house?
Yes. Programmes run in-company, in a classroom or Live Online, with examples from your own operation.
Where do you work?
We work with organisations in Greece, Cyprus and Europe, in Greek or English.
Start from the process.
Find the opportunities. Quantify the losses. Prioritise the improvements.