Lean Six Sigma Practice at Accenture

Posted by: meikah | 17 March 2014 | 8:58 pm

Accenture is one of the world’s leading management consulting, technology services, and outsourcing companies. It is servicing 91 of the Fortune Global 100 and over three-fourths of the Fortune Global 500 companies. Its BPO delivery network reaches 400 clients with operations in 120 countries and in 39 different languages. With that extent, defects have no room in their operations.

To ensure quality all throughout their processes, Accenture embarked on an ambitious project, Lean Six Sigma. They went into their quality journey in phases:

And this is how they rolled out their Six Sigma Training:

Presented by Jeffrey Solis, Delivery Excellence Specialist and Quality Manager, Six Sigma Black Belt at Accenture Philippines at the recently concluded The 4th Lean Six Sigma Conference 2014

Although, their Lean Six Sigma initiative is young, already the company is enjoying some benefits. Revenues in the fiscal year 2013 amounted to $28.6 billion.

My takeaway:

  1. There is no fixed rule in deployment. One thing unique about their deployment is that top management initiated the program, then cascaded it to the employees. After which, they involved the middle management. What’s important is commitment to process improvement.
  2. Investing in continuous improvement training brings in unprecedented results.
  3. Diverse services and client base are not hindrances to performing well. The key is to have a clear goal, well-oiled processes, and an efficient training program.
Filed under: Accenture, Building/Construction, Call Center/BPO, Lean, Lean Six Sigma, Six Sigma, Six Sigma Advantage

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Infographic: Process Excellence League Tables – Regional and Industry Hotspots

Posted by: meikah | 4 March 2014 | 8:52 pm

Click on the link below to view the whole Infographic.

Infographic – Process Excellence League Tables – Regional and Industry Hotspots

I got this useful data from Veronica Araujo, Senior Marketing Manager at PEX Network (a division of IQPC), who shared the link on the Lean Six Sigma page on LinkedIn. This Infographic is done in preparation for the Process Transformation Week.

PEX Network will be publishing a full report on Process Transformation and Change: Regional and Industry Perspectives in the next few weeks.

Now, I wonder how the data would look like here in the Asian region.

Filed under: Business Analysis, Business Process Management, Lean Six Sigma, Process Excellence, ProcessModel, Six Sigma References

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Process Improvement and Continuity

Posted by: meikah | 18 February 2014 | 10:12 pm

I’ve written about process improvement and business process management, and clearly, we can’t get enough of this topic.

One of my favorite quotes on processes is this, “Problem is caused by 95% system and 5% human.” Got this from Lean6Sigma. Another one is by Peter Drucker which goes, “There is nothing so useless, as doing with great efficiency, something that should not be done at all.”

These have been my guiding principles ever since I took on the operations in my organization. At the onset, we reviewed the system, put in place processes that were not there before, but which were needed. We streamlined processes that took a lot of time, yet didn’t produce extraordinary results. Processes that were improved during that time were our recruitment and pre-recruitment skills training.

Around that time, too, we were able to maximize a software that we developed that keeps everyone in the loop. That ran for about a couple of years without much hitches, up until mid of last year when we saw the need to review the processes again.

So, in our strategic planning early this year, we reviewed the processes and found out loopholes because some steps are either missing or deemed to be done by some persons, or it is no longer applicable, or it was a closed process failing to inter-loop with other processes. We were creating silos. No wonder, some get lost in the scheme of things.

It’s really good to regularly review processes for them to be part of your system, and eventually when it is practiced efficiently, it becomes part of the culture.

I’m glad I attended workshops and conferences that helped me come up with a guide to review processes. Now, I have good news for you.

On March 11 and 12, 2014, Fiera de Manila, Inc. once again brings you The 4th Lean Six Sigma Conference. It is happening at the Hotel Intercontinental, Makati City, Philippines. The conference presents an opportunity to revolutionize your business processes. Find out and discover how you can drive your process management strategies and innovation program closer to your customers. Thought leadership and shared learnings through case studies will inspire you to drive high performance-level after attending this conference.

Visit their Facebook Page for more information and updates. Sign up now!

Filed under: 4th Lean Six Sigma Conference 2014, Business Analysis, Business Process Management, Events/Announcements, Fiera de Manila, Lean Six Sigma, Lean Six Sigma Conference, Processes, Six Sigma Conferences

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Business Analysis: Defining Organizational Requirements and Identifying Effective Solutions

Posted by: meikah | 28 January 2014 | 1:34 am

Click on the image to view the bigger version.

The Lean Six Sigma Conference is now on its 4th year. It’s happening on March 11-12 2014 in Hotel Intercontinental, Makati City.

Prior to the conference, Fiera de Manila, the organizer, is holding a Business Analysis seminar on March 7, 2014. This is a pre-conference seminar to prepare participants for the 2-day Lean Six Sigma Conference.

Business Analysis is a set of tasks and techniques used to work as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization. By doing business analysis also, you are able to recommend solutions that enable the organization to achieve its goals.

This seminar is a high-level appreciation of Business Analysis as a distinct discipline. It discusses the use of the Business Analysis Body of Knowledge in embedding quality practices and implementing quality methodologies in an organization.

Participants will learn how to identify and translate business goals and needs into solutions, and use them to derive both functional and non-functional requirements.

At the end of the seminar, the participants will be able to:

  • Distinguish the scope of responsibilities of a business analyst working on the ‘business-side’ from a business analyst working on the IT/ Technology-side.
  • Explain the various knowledge areas in business analysis.
  • Model business workflow using use cases and activity diagrams.
  • Present the distinction among levels of requirements.
  • Write good business & solution requirements based on international standards and best practices.
  • Trace requirements from business to transition requirements.
Find out more about the key topics and speaker HERE.

 In today’s business environment, you will realize that you will need a business analyst in your organization. A business analyst can perform business analysis activities, no matter what their job title or organizational role maybe.

Reserve your seats now!

Filed under: BPM, Business Analysis, Business Improvement, Business Process Management, Lean, Lean Six Sigma

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Process Excellence in Healthcare: Using the Lean Six Sigma Approach

Posted by: meikah | 18 July 2012 | 4:03 am

During the Managing Risk and Performance Through Business Process Management conference last March, Makati Medical Center shared their process excellence journey.

Makati Medical Center is one the premier hospitals in the country, and knowing that they are still working on improving their services is something else. It makes you trust them more. Trust is a big thing in the healthcare industry.

Makat Med’s journey started when they reviewed their admissions process flow.

 They found the following root causes of the delay in transferring a patient:

  • tedious manual coordination for bed between units
  • longer time spent on calls
  • no visual availability of beds
  • longer time spent on generation of reports
  • limited room request confirmation

The solution: Lean Six Sigma…

  1. by creating a bed management dashboard – reduced coordination time and there’s now a real-time bed availability, thus wait time is reduced
  2. outsourced admissions call to a call center, thus less phone time for Admissions personnel. Through the call center, patients now have easier access.
  3. as a result, pre-admission activities are done faster

To further improve the hospital also did this:

Like any other improvement, Makati Med management admits that this is a continuous journey. They will study their patient care processes and will improve them. What’s important is they went right into it.

The result: The JCI Gold Seal of Approval – an affirmation  of Makati Medical Center’s passion for excellent patient care.

Now you know where to go for your healthcare needs.

Filed under: Business Improvement, Business Process Management, Healthcare, Lean Six Sigma, Makati Medical Center, Six Sigma


Would You Want to Live in a Lean Country?

Posted by: meikah | 4 June 2012 | 4:00 am

I stumbled upon this article today, and I really find it interesting. The article over at Go Lean Six Sigma presents a county that is lean and all its possibilities.

A lean county is compared to a utopian government, only that in my opinion is more doable. Check out how a Lean County works here.

Now if a lean county can be achieved, am sure a lean country can too. :)

Filed under: Lean, Lean Six Sigma, Six Sigma

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Hitachi Global Storage Technologies Philippines Corp.’s Lean Six Sigma Journey

Posted by: meikah | 15 May 2012 | 4:20 am

In the 2nd Lean Six Sigma Conference 2012, Dr. Chandramogan Anamirtham, president and general manager of Hitachi Global Storage Technologies Philippines Corp., shared how his company embarked on a Lean Six Sigma Journey.

Dr. Chandramogan showed us a video with a message that innovation starts with you. You don’t need to wait for other people to work or begin. Begin a task yourself. Create that breakthrough.

Their journey started with Dr. Chandra’s model for manufacturing excellence:

Q uality – Quality of People, Process, Product

U nit Cost – Value, Cost Consciousness

A ko – (In English, Me) means Accountability

L ean Six Sigma – Structured approach to improvement

I nnovation – Breakthrough, Patent

T eamwork – Inter-department, across sites

Y ield – Productivity, Output/Input

Product – Process – People

Lessons from Hitachi’s quality journey:

  • Invest in people
  • Invest in training
  • Create change
  • Embrace that change until that change becomes a way of life
  • Nurture that culture by giving people the opportunity to grow in your company
Filed under: Hitachi Global Storage Technologies Philippines Corp., Lean, Lean Six Sigma, Six Sigma

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Six Sigma on Making Denims

Posted by: meikah | 9 May 2012 | 11:23 pm

I have always been a jeans person. My casual, run-errands attire is jeans and white tee. Thus it really matters to me that the jeans would fit me well and am comfortable wearing it. There are those that really fit to a T. In my case, it’s often the Guess jeans. I didn’t need to alter anything. I buy and wear them.

Like any apparel, it’s important that jeans come in good quality, that it comes in good denim.  It’s interesting to know that there are denim manufacturing companies that are making sure we get good quality.

I stumbled upon an article on The Monitor that says that South Texas College (STC) will train more than 300 Santana Textiles employees on ways to improve the denim’s quality, lower production costs and eliminate waste.

STC will train the employees in lean manufacturing, supply chain management and Six Sigma. It was cited that Santana CEO J. Michael Aiken sees the need for these strategies adopted by Motorola, Toyota and other successful manufacturers. The goal is for his company to reverse the trend of textile manufacturing heading overseas.

Read the full story here.

Filed under: Lean Six Sigma, Manufacturing, Six Sigma

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Workshop with Dr. Umit Ozen: Business Process Mapping

Posted by: meikah | 17 April 2012 | 3:59 am

Participants of the Managing Risk and Performance Through Business Process Management workshop were lucky to have Dr. Umit Ozen as the lead trainer.

He is an expert in Lean Production, Six Sigma, Process Management, Strategic Planning, Balance Scorecard, among other things. He has more than 18 years of experience in the fields of management strategies, so you can just imagine the depth of his knowledge, both theoretical and practical. You can be assured that when you are in the presence of trainers with this caliber, you will take home a lot of insights.

It was my first time to attend a workshop, and I promise myself that I will be taking workshops from now on. It’s interactive and more educational than attending a conference.

With Dr. Ozen, he was very generous with his ideas, and he’s the kind of trainer that is motivational and approachable. He went around, hopped on every table to see what each one of us was doing, and he would correct, suggest, and show us how to improve our output.

The first workshop we had, the activity was creating a business process map. He made us watch a video showing how to make a cup of delicious Turkish coffee. It looked so easy, but when the process mapping came, we didn’t really have an easy time.

Here’s my group doing the process map before presenting it to the group:

Reviewing our process map

Wrapping up our process map

Presenting our process map

Here’s the PLDT group, our seatmate, making their process map as well.

A process is easy to talk about, and in fact some are under the impression that it’s easy to do things, you just do it. But when you go to writing down and describing what you are do, it’s a different story. I admit, I was stumped for a time there, which means, I really need more training. {LOL}

Here are some tips in creating a process map:

Before drawing a process -

  • Identify your process goals
  • Determine your process starts and stop points
  • List down your resources
  • Identify your inputs and outputs
  • Identify your customers and suppliers
  • Identify your owner/responsible/practitioners
  • Establish your procedures and forms
  • Determine your performance indicators and targets
  • Classify your sub-processes/activities carefully

It’s also important to know the process attributes:

  • repetitive
  • definable
  • controllable
  • manageable
  • measurable
  • continually improvable (PDCA)
  • able to create added value

The  key to creating a process map is teamwork. It is evident in the pictures above. The team huddled together and discuss how each member understands the process, after which the team draws the map. It is important that everyone understands the process before making the map. Of course, the process map is not carved in stone. When necessary, the process map can be updated and improved.

Another value of writing down your process map is that you will discover steps that are unnecessary, and thus you streamline. Then you can begin to go lean.

The prize of making the process map is a cup of Turkish cup! :)

We didn’t get to taste the brewed one though. But Dr. Ozen brought in some instant 3-in-1 Turkish coffee. It was very rich and it tastes like rice coffee. Every sip, you get to taste some granules. It was yummy!

You may also want to read about what I learned during the workshop here. I suggest you look out for next year’s workshop session.

My BIG challenge now is to apply this to my workplace. :D

Filed under: Balanced Scorecard, Business Process Mapping, Dr. Umit Ozen, Lean, Lean Six Sigma, ProcessModel, Six Sigma, Team Dynamics, Tools/Toolkits, Training

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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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