Posted by: meikah | 3 March 2012 | 1:31 am
In Mr. Lachica’s presentation, he emphasized the importance of being able to merge all relevant quality strategies and make it work for your organization. This foreshadows that foremost, you need to know and understand the processes of your organization.
This year, the 2nd Lean Six Sigma Conference (March 8-9, 2012 at the Hotel Intercontinental Manila, Makati City, Philippines) will focus on process strategies that will eliminate waste. In this changing business environment, new approaches and techniques are emerging. At the forefront is customer-centricity, which aims to align organizational strategy for maximum ROI, instill process excellence, and take Lean Six Sigma tool sets and applications in continuous improvement program.
Top Reasons to Attend
- Understand the Lean Six Sigma methodologies to drive and sustain organizational performance
- Learn to integrate Lean Six Sigma in your business processes
- Know the latest customer thinking strategies
- Leverage on innovation approaches for process excellence
- Case study presentations of Lean Six Sigma application/implementation projects
- Great networking opportunities with Lean Six Sigma Experts and Quality Practitioners
Filed under: Customer Experience, Customer Service, Dan Lachica, Lean, Lean Six Sigma, Processes
Posted by: meikah | 10 June 2010 | 8:31 pm
Image Source: iSixSigma.com
Filed under: Customer Service, DFSS, Six Sigma, Software/Technology
Posted by: meikah | 12 April 2010 | 10:21 pm
Many corporations that have implemented Six Sigma have discovered that they are able to improve their customer experience in the process.
Reg Goeke shares what he learned at the Lean Six Sigma & Process Improvement for Customer Experience in Miami.
Filed under: Customer Service, Lean Six Sigma, Six Sigma
Posted by: meikah | 27 December 2009 | 8:16 pm
Over at www.mga-inc.com is a discussion about the benefits of Six Sigma in the insurance industry.
Here are some of them:
- Using Six Sigma tools such as Voice of Customer (VOC), insurance companies can determine the customer needs and requirements. This helps them to revise the service offering (i.e. the insurance proposals that they make to customers).
- When the processing of claims takes too long, customer satisfaction may be affected to a large extent. Six Sigma helps bring about a systematic flow to the enumerable processes and sub-processes.
- Six Sigma helps an insurance company to undertake effective and strategic planning and to link them to the high quality operational performance.
Filed under: Customer Service, Finance, Insurance Industry, Six Sigma
Posted by: meikah | 24 November 2009 | 10:32 pm
DHL launches a strategy (as its CEO wants to call it a mindset instead of a program) called First Choice to better serve its customers. The goal of First Choice is to build a culture of excellence and constant improvement. First Choice aims to empower each employee across levels of the organization.
By going through DMAIC.
With First Choice, the employees themselves would be carrying out these processes in their respective divisions. DHL is effectively passing on a huge responsibility to its employees, allowing them to come up with their own initiatives and implement these as wellâ€”a move few companies may risk to take.
Started in 2007, the First Choice methodology was initially tested and improved in eight pilot projects.
Since the test phase was concluded, 225 group unitsâ€”representing more than 80 percent of the companyâ€™s consolidated revenuesâ€”have been implementing the First Choice program. Over 3,000 initiatives have already been carried out and 6,200 workshops, conducted.
In the Philippines, DHL cited a specific case where the First Choice team was able to devise an innovative buddy system, slashing invoice turnaround time from 3.7 days to only one day.
According to DHL, invoicing must be a straightforward process, but this has not been the case for DHL Global Forwarding Philippines.
Filed under: Customer Service, DHL, DMAIC, Philippines, Quality, Six Sigma
Posted by: meikah | 21 July 2009 | 8:57 pm
Meeting Description:Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.The webinar will cover â€œFive Points of Transitionâ€ a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.How does your company rate when it comes to the customer experience?Â Find out how well your company is performing and benchmark with other retailers.
Date: Thu, Jul 23, 2009
Time: 2:00 PM EDT
Duration: 1 hour
Filed under: Customer Service, Lean, Webinar
Posted by: meikah | 16 July 2009 | 9:36 pm
The customer is always the foremost consideration when companies go into improving their processes. The bottomline is always to please the customers (and of course the coffers of the company).
So, how can Six Sigma address the needs of the customer?
- help find innovative ways to have significant changes to cost and product utility, and the focus shifts automatically to strategies and integration of efforts
- actively involve the customer in the process
- work to make things clear to the customers by sharpening the cutting edge (value) that customers are looking for in a product
Filed under: Customer Service, Six Sigma
Posted by: meikah | 9 July 2009 | 6:30 pm
RetailCustomerExperience.com brings you this webinar on Leveraging Lean Store Operations to Improve the Customer Experience.
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover â€œFive Points of Transitionâ€ a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
Sponsored by: Guidon Performance Solutions
Filed under: Customer Service, Lean Six Sigma, Webinar
Posted by: meikah | 6 July 2009 | 8:13 pm
Itâ€™s time again for some link-loving and see what other blogs are saying about Six Sigma, Lean, Lean Six Sigma and other quality improvement processes.
Over at Going Beyond Lean Six Sigma and The Balanced Scorecard, Forrest Breyfogle says, “It is important that scorecards and dashboard performance metrics be developed and displayed to encourage the most beneficial behavior from an enterprise point of view.” Read on…
Kevin of Strategy Revolutions shares that he just finished reading Peter S. Pande’s book, Six Sigma Leader, and says, “… change for change sake is not always the best. There is a compelling need to go fast and do something, but that need needs to be tempered with a strong desire to have facts.” Read on…
Filed under: Balanced Scorecard, Customer Service, Lean, Lean Six Sigma
Posted by: meikah | 6 November 2008 | 9:27 pm
A panel of Six Sigma experts recently recognized the improved customer relations of United Airlines. The company received the Global Six Sigma and Business Improvement Award for “Best Project in Achievement, Marketing, or Customer Experience.”
United Airlines got the award for the new processes the company has put in place to improve the timeliness and quality of its responses to customer inquiries, compliments, and concerns.
A United team made business and process enhancements at United’s Customer Contact Center to improve response time and ensure customers were receiving accurate and relevant answers to their concerns. Following the implementation, 99.9% of customer emails were responded to within 3 days.
Way to go, United Airlines!