KPI benchmark to minimize unproductive travel times in the service department

Transparency and an open mindset towards results are essential prerequisites for a relevant outcome, especially in feasibility studies. Only in this way do studies have the opportunity to deliver results and findings that were not expected in this form in advance. It is precisely the task of a study to investigate whether mathematical optimization can lead to (sufficiently large) savings – or not. The study at Lavazza has shown how important this approach to such problems is.

Simulation in different scenarios showed that only a marginal uplift would be achieved by introducing optimized route assignment. The intelligently tailored area assignments as well as the high level of experience and organization of the employees, some of whom have been with the company for many years, lead to productivity close to the mathematically optimal result. In addition, there is another decisive factor: the good cooperation within the team. This means that tasks are quickly and unbureaucratically distributed among the team members when circumstances require it – for example, when unplanned new orders come in. This creates a high level of dynamism in the processes, which is largely responsible for the good performance compared to the mathematically calculated optimum.

The intensive study of the available data led to a deeper understanding of the processes and cross-dependencies within the company. As a result, Lavazza was able to identify many measures that will continue to ensure and promote the team’s very good work. The focus is now on improved knowledge transfer, autonomy and team-building among the technicians. The results of the German study have aroused great interest in the other national companies, where they also serve as a possible basis for tactical and strategic process improvements.