CASE STUDY Situation – Implementing lean principles in customer service to decrease returned goods processing cost For 10 quarters, the volume of medical device product returns grew as expected. But the unpredictability of these returns doubled: products, location and timing. Returned goods processes varied widely by product and location. These differences prevented transferring the workload among locations. A costly technology upgrade delivered few changes. Cycle times slowed to three times the industry average. Compliance violations skyrocketed. Customer experience declined. Costs became unmanageable. Client Description, Project Scope, Lean Operations Objectives Management wanted to achieve operational flexibility and meet cost cutting goals through lean customer service manageme

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