The 2nd Lean Six Sigma Conference 2012

Posted by: meikah | 3 March 2012 | 1:31 am

Fiera De Manila once again brings you the Lean Six Sigma Conference. Last year’s conference was well attended and very useful. I for one was fascinated by Dan Lachica and his Lachica model.

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

Continue reading…

Filed under: Customer Experience, Customer Service, Dan Lachica, Lean, Lean Six Sigma, Processes

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Linking Six Sigma with the Customer Experience

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.

Read: Six Sigma and Customer Experience

Filed under: Customer Service, Lean Six Sigma, Six Sigma

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Benefits of Six Sigma in the Insurance Industry

Posted by: meikah | 27 December 2009 | 8:16 pm

Over at 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.

Read more…

Filed under: Customer Service, Finance, Insurance Industry, Six Sigma

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DHL Uses DMAIC to Improve Customer Service

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 well—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 units—representing more than 80 percent of the company’s consolidated revenues—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.

Read more…

Filed under: Customer Service, DHL, DMAIC, Philippines, Quality, Six Sigma

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Webinar: Leveraging Lean Store Operations to Improve the Customer Experience

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 “Five Points of Transition” 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?  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

Register now!

Filed under: Customer Service, Lean, Webinar

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Six Sigma and the Customer

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). :-D

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

Read more…

Filed under: Customer Service, Six Sigma

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Webinar: Leveraging Lean Store Operations to Improve the Customer Experience

Posted by: meikah | 9 July 2009 | 6:30 pm 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 “Five Points of Transition” a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.

Register now!

Sponsored by: Guidon Performance Solutions

Filed under: Customer Service, Lean Six Sigma, Webinar

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The SixSig Roundup

Posted by: meikah | 6 July 2009 | 8:13 pm

SixSig Roundup

It’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…

On Six Sigma iQ is a video that shares the best practices in financial validation of Lean Six Sigma projects. Read on…

Customer Relations recommends a good book, Strategic Customer Service. “Employee attitude and errors are responsible for only about 20 percent of overall customer dissatisfaction.” Read on…

Head on to Master Design and check out its rather comprehensive outline for implementing lean tool. Read on…

Filed under: Balanced Scorecard, Customer Service, Lean, Lean Six Sigma

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Six Sigma Experts Recognize United Airline’s Improved Customer Relations

Posted by: meikah | 6 November 2008 | 9:27 pm

Six Sigma at United AirlinesA 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.

Read more…

Way to go, United Airlines!

*Photo credit

Filed under: Airlines, Customer Service, Marketing, Six Sigma, Six Sigma Organizations, United Airlines

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