National Physical Laboratory – Logistics Service Improvements

Achieved an 80% reduction in process cycle time and reduced a £600k risk liability through improving the import and export process

How we helped...

The National Physical Laboratory (NPL), the world-leading centre of excellence in accurate measurement standards, science and technology has been a client of ours since 2016. The laboratory maintains a wide portfolio of internationally visible research programmes that supports various cross-disciplinary technologies and as part of this They rely on the logistics service to successfully import, export and courier their packages.

NPL was experiencing consistent problems with their logistical team; packages to customers were lost or delayed, and important paperwork relating to importing and exporting of goods was not being managed.  Logistics started to develop a bad reputation for their customer base and amongst their scientists, who were losing time trying to track down their packages.

We were commissioned to undertake a Lean Six Sigma review on the logistics service and subsequently commenced a series of activities, including a Voice of the Customer (VOC) exercise and a time-and-motion study of the logistics process in action.

A number of improvement solutions were swiftly generated and prioritised following a full root-cause analysis. With the support of operational leadership, we were able to implement some quick wins and some longer-term solutions to demonstrate a significantly improved service.

Using Lean Six Sigma and Change Management techniques, we were able to realise and demonstrate numerous benefits including:

  • Improved process cycle-time by 80%
  • Improved staff engagement and retention
  • Reduction in lost parcels (down to zero lost parcels)
  • Improved the rate of parcels delivered on time
  • Improved customer confidence

The Contract Director was pleased with the benefits delivered:

“Continuous Improvement Projects were faced with several challenges when undertaking the Lean Six Sigma exercise on the logistics service, but overcame them well and produced valuable outputs that enabled a significant and demonstrable service improvement. The overall result was an improvement in staff engagement, end-user engagement, process efficiency and an overall improved service that aligned to the customer’s expectations.”

Read more Case Studies here…

Lean Six Sigma Training at Bouygues Energies & Services

Delivered Lean Six Sigma training across several operating units, covering all levels from graduates to senior leadership, equipping their staff with the tools, principles and methods to drive continuous improvement in-house. Read More..

Portfolio Management Tool Implementation at Johnson Matthey

Led the global implementation of a Project and Portfolio Management tool across a £1m+ Capital Projects Portfolio, allowing for precision measurement and continued growth. Read More..

Service Relocation & Improvement at London School of Economics

Relocated core operational activities from New York to London and repackaged the portfolio of services, improving the process cycle time by 20% and the overall customer experience. Read More..

Pin It on Pinterest

Share This