{"id":65269,"date":"2023-03-10T23:00:00","date_gmt":"2023-03-10T23:00:00","guid":{"rendered":"https:\/\/kepner-tregoe.com\/blogs\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\/"},"modified":"2023-03-10T23:00:00","modified_gmt":"2023-03-10T23:00:00","slug":"tech-company-achieves-44-cycle-time-reduction-and-reduces-variation","status":"publish","type":"post","link":"https:\/\/kepner-tregoe.com\/de\/blogs\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\/","title":{"rendered":"Technologieunternehmen erzielt 44 % k\u00fcrzere Durchlaufzeiten und reduziert die Variation"},"content":{"rendered":"<p><strong>Kunde:<\/strong> Ein globales Software- und Cloud-Services-Unternehmen mit einem Umsatz in Milliardenh\u00f6he<\/p>\n<p><strong>Ziel:<\/strong> Verbesserung der Kundenerfahrung und Reduzierung der Mean-Time-to-Resolution (MTTR)<\/p>\n<p><strong>L\u00f6sung: <\/strong>Kepner-Tregoe f\u00fchrte eine Baseline-Bewertung durch und nutzte Process Mining, um Variation und Fluss zu analysieren sowie die Leistung zu messen. Auf Basis dieser Diagnose wurde eine L\u00f6sung entwickelt, um die zentralen Ziele in Bezug auf Prozess- und Probleml\u00f6sungskonsistenz, eine effektivere Wissensdokumentation und eine optimierte Customer Experience (CX) zu erreichen. <\/p>\n<p>KT lieferte ein initiales Trainings- und Verbesserungsprogramm, das einen universellen, einheitlichen Probleml\u00f6sungsansatz in den Supportprozess und Workflow integrierte. Dies f\u00fchrt zu besser vorhersehbaren Qualit\u00e4tsresultaten, einer \u00fcberlegenen CX und verbessert die Kommunikation mit dem Kunden.<\/p>\n<p>Dar\u00fcber hinaus wurde eine konsistente Fallstruktur auf Basis eines universellen, bew\u00e4hrten Inhaltsstandards eingesetzt, um Kundenprobleme zu erfassen und zu dokumentieren sowie die Wiederverwendung von Wissen zu verbessern.<\/p>\n<p>W\u00e4hrend des gesamten Projekts wurde das Verbesserungsprogramm durch gezieltes Coaching unterst\u00fctzt, um Hindernisse zu identifizieren und zu beseitigen und die Akzeptanz im gesamten Team zu f\u00f6rdern, w\u00e4hrend Verbesserungen mithilfe von Process Mining gemessen wurden.<\/p>\n<h3>Kennzahlen:<\/h3>\n<ul>\n<li>Durchschnittliche Falldauer um 44 % reduziert<\/li>\n<li>Variation deutlich reduziert<\/li>\n<li>Wiederer\u00f6ffnete Supportf\u00e4lle zu 100 % eliminiert<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Kunde: Ein globales Software- und Cloud-Services-Unternehmen mit einem Umsatz in Milliardenh\u00f6he Ziel: Verbesserung der Kundenerfahrung und Reduzierung der Mean-Time-to-Resolution (MTTR) L\u00f6sung: Kepner-Tregoe f\u00fchrte eine Baseline-Bewertung durch und nutzte Process Mining, um Variation und Fluss zu analysieren sowie die Leistung zu messen. Auf Basis dieser Diagnose wurde eine L\u00f6sung entwickelt, um die zentralen Ziele in Bezug [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":3563,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[209,225,211,212],"tags":[],"ppma_author":[64],"class_list":["post-65269","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kt-methoden","category-personalentwicklung","category-problemloesung","category-prozessverbesserung"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Technologieunternehmen erzielt 44 % k\u00fcrzere Durchlaufzeiten und reduziert die Variation - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"Kunde: Ein globales Software- und Cloud-Services-Unternehmen mit einem Umsatz in Milliardenh\u00f6he Ziel: Verbesserung der Kundenerfahrung und Reduzierung der\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kepner-tregoe.com\/de\/blogs\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Technologieunternehmen erzielt 44 % k\u00fcrzere Durchlaufzeiten und reduziert die Variation\" \/>\n<meta property=\"og:description\" content=\"Kunde: Ein globales Software- und Cloud-Services-Unternehmen mit einem Umsatz in Milliardenh\u00f6he Ziel: Verbesserung der Kundenerfahrung und Reduzierung der\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kepner-tregoe.com\/de\/blogs\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\/\" \/>\n<meta property=\"og:site_name\" content=\"Kepner-Tregoe\" \/>\n<meta property=\"article:published_time\" content=\"2023-03-10T23:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/kepner-tregoe.com\/wp-content\/uploads\/2025\/06\/Man-looking-at-post-it-notes.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"679\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Anna Long\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/blogs\\\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/blogs\\\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\\\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Technologieunternehmen erzielt 44 % k\u00fcrzere Durchlaufzeiten und reduziert die Variation\",\"datePublished\":\"2023-03-10T23:00:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/blogs\\\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\\\/\"},\"wordCount\":202,\"publisher\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/blogs\\\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/kepner-tregoe.com\\\/wp-content\\\/uploads\\\/2025\\\/06\\\/Man-looking-at-post-it-notes.webp\",\"articleSection\":[\"KT-Methoden\",\"Personalentwicklung\",\"Probleml\u00f6sung\",\"Prozessverbesserung\"],\"inLanguage\":\"de-DE\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/blogs\\\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\\\/\",\"url\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/blogs\\\/tech-company-achieves-44-cycle-time-reduction-and-reduces-variation\\\/\",\"name\":\"Technologieunternehmen erzielt 44 % k\u00fcrzere Durchlaufzeiten und reduziert die Variation - 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