Every business, if not all, claims that customer is king. Thus each designs its processes to cater to every customer need. That is important especially in the face of stiff competition and more aggressive marketing; knowing one’s market or customers spell a big difference. No business would want something like this to happen.
Cartoon adapted from six_sigma_systeem
Chet Damania, Master Black Belt at Ethicon Endo Surgery, a J&J company, applied Process Excellence to improve process controls, quality systems and develop customer/vendor relationships. He defined Process Excellence as ?A breakthrough strategy that will drive results in market penetration, customer satisfaction, organisational speed and cost of doing business utilising a systematic method to optimise key business processes that achieve desired business objectives and meet customer needs constantly.?
What follows are selected projects that are launched using the DMAIC methodology. The methodolgy is to drive process improvements and focus on ?dial moving? projects. ?You can then funnel-down to the critical projects, quantify their impact on the metric and aggressively manage the project through to completion,? Damania explained. “If you want extraordinary results”, Damania said, “You must have breakthrough thinking.”
With this project, Inventory Management was reduced from 80 days down to 40 days, and Customer Order Fulfillment was increased on average from 90% to over 98%.
Read more Establishing Leading Indicators Using Six Sigma for the Global Supply Chain
