Lean Data Case Study 5

PART 5

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Remember, Ziqitza has 3 key questions it wants to answer:• Are its ambulance

services reaching the poorest?

• How are poorer callers using the service differently than less poor customers?

• What can the company do to target poor customers most effectively? 2

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3

A Lean Data approach relies on isolating existing contact points between customers and companies. In Ziqitza’s case, they realize that members of their quality team perform customer call backs within days or weeks of the initial call. After an expectant mother or an injured person travels in a Ziqitza ambulance, they receive a follow up phone call asking them to answer a customer satisfaction survey. The PPI questions can easily be added.

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4

The quality team at Ziqitza easily adds 10 questions onto their usual set of customer feedback questions. This process cuts down on surveying time and costs dramatically. Paired with an in person validation of a small percentage of calls, the efficacy of this method is validated.

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