Call Center Experiences Higher Call Volumes

Defense Contractor Improves Productivity and On-Time Delivery

The Challenge

The company’s Steel Products Division began to lose significant ground in the areas of on-time delivery, productivity, and excess scrap.

About the Client

United Defense, a major defense contractor with facilities throughout the United States, started producing amphibious landing craft for the military in the early days of World War II. After a merger, they began manufacturing some of the leading combat support vehicle systems and weapons delivery systems.

Financial Results Snapshot

DB&A Delivered

  • Direct communication between supervisors and front-line employees increased from 14% of available time to 26%
  • 23% increase in productivity
  • 21% reduction in scrap
  • 71% reduction in rework

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