2009 Team Project Summaries
HD Supply — Facilities Maintenance — The Voice of the Customer Captains Team
San Diego, CA USA
Presentation: Tuesday, May 19, 11:30 a.m. – 12:15 p.m.
Location: MCC – 200E
Type of Team: Process Improvement
The HD Supply Team developed an innovative approach to use voice of the customer data to drive customer loyalty, continuous improvement, and operational excellence. Benefits realized included the development of a cross-functional team that executed company strategy and provided foresight in setting operational goals. Other tangible benefits included an impact in customer loyalty via a 6-percent increase in the net promoter score and a 22-percent improvement in the top 10 customer defects, which resulted in $3 million in savings.
