Achieving customer service excellence using Lean Pull Replenishment

Purpose - The purpose of this study is to highlight a key strategic initiative within the former ADC Company (now part of TE Connectivity) called “Lean Pull Replenishment”, designed and implemented to achieve Six Sigma customer service excellence. This case study would also help facilitate problem‐based learning pedagogy. Design/methodology/approach - The study showcases implementation of the Lean Pull Replenishment approach using the define, measure, analyze, improve and control (DMAIC) framework. Key input variables were analyzed that contributed to historically inconsistent and unsatisfactory customer delivery performance. Analysis resulted in improving the allocative efficiency of critical input variables through pilot programs on strategic value streams by deploying dozens of kaizen events, and sustaining the gains through leveraging best practices and effective change management principles. Findings - The study presents a strong case for the team work and the cultural transformation that occurred during the course of implementing this initiative across ADC supply chain. The paper also summarizes the improvement in customer service metrics and financials of the company. Originality/value - Through this study, it has been established that with consistency of purpose, using the right tools for solving problems and through teaching Lean principles, remarkable results can be achieved, which can be sustained for the long‐term and become a self‐sustaining business philosophy.