Case Study: Coca-Cola Enterprises boosts customer service with BSI Lean Six Sigma

Lean Six Sigma brings outstanding Customer Service to Coca-Cola Enterprises

Coca-Cola Enterprises partnered with BSI to improve customer service and operational consistency as its soft drinks portfolio and supplier base expanded. The company needed to maintain the highest standards and processes while boosting consumer and customer satisfaction, improving employee skills, and ensuring consistent product quality.

BSI delivered bespoke in-company Lean Six Sigma training, including Green Belt, Black Belt, and Lean Practitioner courses, focused on service processes and continual improvement. The results included faster customer query resolution, increased B2B call centre efficiency, and clearer insight into process bottlenecks; Coca-Cola Enterprises climbed from 47th to 8th place in the UK Top 50 Call Centres and was ranked 3rd most improved, with ongoing support from BSI helping sustain the gains.

Coca-Cola Enterprises

Vikas Joshi

Continuous Improvement Manager