An operations team managing a fleet of 5,000 delivery vehicles recovered only 20% of the refunds possible from service providers.
Suppliers were invited, got engaged and partnered well with the team. Much to everyone’s surprise, the suppliers collaborated with each other to provide better service by sharing resources. The team implemented changes using rapid improvement cycles called “Kaizen” over a three month period.
Recovery rates increased to over 90%, and savings totaled over $500K annually.