{"id":5712,"date":"2021-06-13T14:05:48","date_gmt":"2021-06-13T13:05:48","guid":{"rendered":"https:\/\/www.theleansixsigmacompany.nl\/?p=5712"},"modified":"2025-10-15T13:00:39","modified_gmt":"2025-10-15T12:00:39","slug":"zilveren-kruis-bespaart-e484-000-door-inzet-lean-six-sigma-tools","status":"publish","type":"post","link":"https:\/\/www.theleansixsigmacompany.com\/nl\/bibliotheek\/zilveren-kruis-bespaart-e484-000-door-inzet-lean-six-sigma-tools\/","title":{"rendered":"Zilveren Kruis bespaart\u00a0\u20ac484.000\u00a0door inzet\u00a0Lean\u00a0Six Sigma Tools\u00a0"},"content":{"rendered":"\n<p>Het Zilveren Kruis is een van de grootste zorgverzekeraars van Nederland. Een belangrijk onderdeel van het bedrijfsproces is de klantenservice. Klanten bellen hier naartoe met vragen over bijvoorbeeld hun verzekering, dekking, premie of declaraties. Het Zilveren Kruis wil haar klanten graag zo goed mogelijk van dienst zijn, waardoor het effectiever inrichten van klantenservicegesprekken een mooi streven bleek. Cursist Rutger Spek stelt zijn team samen en gaat hiermee aan de slag.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span data-contrast=\"none\">R<\/span><span data-contrast=\"none\">uimte voor verbetering<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/h2>\n\n\n\n<p>De Average Handle Time (ofwel: AHT) duidt aan hoelang een gesprek met een klant gemiddeld duurt. Het streven is hierbij een AHT van 550 seconden. De werkelijke AHT ligt op 633 seconden. Wanneer een gesprek te lang duurt, is dat voor de klant onprettig. Hoe effectiever het gesprek, hoe sneller de klant geholpen wordt. Dit uit zich in een hoger klanttevredenheidscijfer. Daar komt bij dat langere gesprekken ook hogere kosten met zich meebrengen voor het Zilveren Kruis. Kort samengevat: Voor zowel het Zilveren Kruis als haar klanten levert een kortere AHT dus veel voordelen op.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span data-contrast=\"none\">Lean<\/span><span data-contrast=\"none\">&nbsp;Six Sigma tools toepassen<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/h2>\n\n\n\n<p>Enkele van de Lean Six Sigma tools die Rutger en zijn team inzetten, zijn het <a href=\"https:\/\/www.theleansixsigmacompany.com\/nl\/bibliotheek\/sipoc-model\/\">SIPOC<\/a> model en de <a href=\"https:\/\/www.theleansixsigmacompany.com\/nl\/bibliotheek\/ishikawa-diagram\/\">Ishikawa<\/a>-, ofwel Fishbone-diagram. Met het SIPOC model wordt een proces, in dit geval dat van klantenservice gesprekken, volledig in kaart gebracht. SIPOC staat voor Suppliers, Input, Proces, Output en Customer. Dit volledige beeld van het proces wordt vervolgens gebruikt om de Fishbone diagram in te vullen. Met een Fishbone diagram wordt het mogelijk om oorzaken en gevolgen binnen een proces te vinden. Op eenvoudige wijze komt er met de diagram een visuele weergave tevoorschijn van de relatie tussen een bepaalde uitkomst en de factoren die daar invloed op hebben. Bij dit project is de uitkomst het AHT cijfer. Rutger en zijn team kunnen dankzij de Fishbone diagram de belangrijke oorzaken aanpakken en zo het AHT cijfer omlaag brengen.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span data-contrast=\"none\">Klanten sneller helpen levert ook flinke besparing op<\/span><\/h2>\n\n\n\n<p>De oorspronkelijke doelstelling van het project was gesteld op een reductie van 20 seconden voor het AHT. De inspanningen van Rutger en zijn team zorgden ervoor dat deze doelstelling ruimschoots is behaald. Het AHT cijfer ligt maar liefst 38 seconden lager dan bij de start van het project het geval was. Dit betekent voor het Zilveren Kruis dat haar klanten nu veel sneller geholpen worden, zonder in te leveren op kwaliteit! De 38 seconden kortere AHT levert daarbij ook nog eens een besparing van \u20ac484.000 per jaar op, waardoor het project een fantastisch succes genoemd mag worden.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span data-contrast=\"none\">Ook aan de slag<\/span><span data-contrast=\"none\">&nbsp;met onze trainingen<\/span><span data-contrast=\"none\">?&nbsp;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/h3>\n\n\n\n<p>Zou\u00a0je\u00a0ook\u00a0jouw klanten beter van dienst willen zijn en tegelijkertijd een mooi bedrag willen besparen? Met de handvatten en tools die\u00a0je\u00a0vanuit de\u00a0Lean\u00a0Six Sigma methode aangeleerd krijgt kun je hier direct mee beginnen. Kijk eens bij ons\u00a0<a href=\"https:\/\/www.theleansixsigmacompany.com\/nl\/trainingen\/\">trainingsaanbod\u00a0<\/a>of neem contact met ons op, dan helpen we je graag op weg!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cursist Rutger Spek verbeterde bij Zilveren Kruis de klantenservice door Lean Six Sigma-tools zoals SIPOC en Fishbone-diagram in te zetten. De Average Handle Time (AHT) daalde met 38 seconden, waardoor klanten sneller worden geholpen en de zorgverzekeraar jaarlijks \u20ac484.000 bespaart, zonder kwaliteitsverlies.<\/p>\n","protected":false},"author":37,"featured_media":5714,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[165,131,128,1],"tags":[],"class_list":["post-5712","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-lean-six-sigma-trainingen","category-green-belt","category-niveau","category-lean-six-sigma-onderwerpen"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Zilveren Kruis bespaart\u00a0\u20ac484.000\u00a0door inzet\u00a0Lean\u00a0Six Sigma Tools\u00a0 - The Lean Six Sigma Company Nederland<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.theleansixsigmacompany.com\/nl\/bibliotheek\/zilveren-kruis-bespaart-e484-000-door-inzet-lean-six-sigma-tools\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Zilveren Kruis bespaart\u00a0\u20ac484.000\u00a0door inzet\u00a0Lean\u00a0Six Sigma Tools\u00a0 - The Lean Six Sigma Company Nederland\" \/>\n<meta property=\"og:description\" content=\"Cursist Rutger Spek verbeterde bij Zilveren Kruis de klantenservice door Lean Six Sigma-tools zoals SIPOC en Fishbone-diagram in te zetten. 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