Helping to embed a refreshing change

Coca Cola Enterprises Logo

As one of the world’s most successful brands with a growing portfolio, Coca-Cola Enterprises wanted to find a way to ensure they put their customers first and maintain the highest standards in every aspect of their business.


Coca-Cola Enterprises is not only the world’s third-largest independent Coca-Cola bottler, but also the sole licensed bottler for products of The Coca-Cola Company (TCCC) in Belgium, continental France, Great Britain, Luxembourg, Monaco, the Netherlands, Norway and Sweden.

Coca-Cola Enterprises offers their customers a complete choice of soft drinks for every occasion and sells over four billion bottles and cans in Great Britain every year.

The problem

As Coca-Cola Enterprises expands their soft drinks portfolio and supplier base, they need to have the highest standards and processes in place to ensure consistent quality. So they felt it was necessary to boost their consumer and customer satisfaction and improve their employee skills to achieve these goals. 

The solution

After partnering with BSI, it was decided that implementing Lean Six Sigma and embedding a culture of continual improvement was the right solution to consistently achieve high standards and maintain the desired quality of products and services. BSI rolled out a programme of bespoke and in-company training, comprising both Green and Black Belt courses, as well as Lean Practitioner. The training was largely service based, so much of the focus was around boosting customer satisfaction levels and identifying areas for improvement in existing business processes.

The results

Since implementing Lean Six Sigma, Coca-Cola Enterprises has been reaping the rewards -  including faster customer query resolution and increased B2B call centre efficiency. Through implementing Lean tools, they have gained a greater understanding of their end-to-end processes and how to ensure these operate smoothly at optimum capacity.

These improvements have led Coca-Cola Enterprises to 8th place in the Top UK 50 Customer Call Centres in 2011, a marked improvement from 2010 when they came 47th. In addition, they also achieved 3rd place in the most improved UK call centre. The provision of on-going support from BSI, through phone and e-mail coaching advice, has helped the organization’s ongoing accruement of benefits from the programme. Following the success of their first Lean Six Sigma initiative, Coca-Cola Enterprises also plans to roll out continual improvement in other departments such as Finance and HR.