Innovation Owner
Miss PAWIDA LEEYAVANIJA
Student
Details
This research aims to reduce resolution time for customers and vendors at Nexter Digital and Solution Co., Ltd. by applying lean principles and AI chatbot technology to streamline operations.
This research aims to reduce the time required to resolve customer issues by focusing on improvements based on lean principles and the application of technology. The researcher conducts the case study at Nexter Digital and Solution Co., Ltd. to enhance workflows, establish new work standards, and integrate Bot technology into the processes to reduce resolution time and set new performance benchmarks for the company.
The research proposes key ideas, such as:
- Identifying the root cause of problems
- Reducing redundant processes
- Implementing Lean methodologies
- Applying technology to streamline operations
Key findings include:
- Customer issues: Average resolution time reduced from 5 days to 3 days (38% decrease).
- Vendor issues: Average response time reduced from 20 minutes to within 1 minute (98.5% decrease).
Objective
The objectives are to improve workflows using industrial engineering and lean principles, implement AI chatbots to reduce staff workload, and establish clear, measurable performance standards.
- To improve workflows and customer issue resolution by applying industrial engineering principles, focusing on Lean concepts and waste reduction to analyze and shorten process times.
- To develop workflows and issue resolution for vendors by applying Artificial Intelligence (AI) and utilizing automated response systems (Chatbots) to reduce staff workload and increase response speed.
- To elevate work standards in the customer issue resolution process by creating clear and measurable evaluation criteria to ensure quality and clarity.