Aiming for the “Five Nines” – How many mistakes/defects in your customer service? (Thinking the Six Sigma way for customer service)

First Friday Book Synopsis

Thinking the Six Sigma way for customer service). Without going into detail, my wife and I had a disappointing experience with a restaurant over the weekend. Not terrible – just disappointing. I got to thinking… It’s no secret that customer service needs to improve, in a lot of arenas.

Book Announcement: Implementing Lean Six Sigma in 30 Days

QAspire

It is an actionable guide titled “Implementing Lean Six Sigma in 30 Days” that aims to help readers in understanding the Lean Six Sigma methodology and solve problems that undermine quality and inhibit efficiency.

Trending Sources

Long Term Implementation of Quality Teams Within Organizations

Create Learning

Long Term Implementation of Lean Six Sigma within Organizations from Michael Cardus. Whether you use Lean Six Sigma within your organization or not, this content will prove valuable to you…. Pitfalls in Six Sigma Teams.

Tactical Execution Best Practice 7a – Are You Thinking Lean? The ‘Wastes’ of Execution: Overproduction

Strategy Driven

Premium Tactical Execution Greg Gaskey lean operations lean six sigma overproduction strategydriven waste

10 Pitfalls to Avoid in Creating and Leading Teams

Create Learning

Originally this was written for a workshop called ‘Long Term Implementation of Lean Six Sigma within Organizations’ … and with some changes the content is applicable and valuable to anyone who manages, works on, and puts work teams together.

The Problem With Opportunities

Let's Grow Leaders

execution fear and courage productivity clarity Karen Martin Lean Six Sigma opportunities problem solving quality quality programs risk fear the Outstanding Organization trust

Quality Team and Leadership Development

Create Learning

Quality Leadership Development from Michael Cardus. I’ve delivered variations of this workshop and talk at conferences and to teams in many places.

6 Silent Productivity and Profitability Pitfalls, part 5 of 7

Strategy Driven

Management & Leadership Tactical Execution business management Chris Majer employee engagement employee productivity lean six sigma strategydriven Silent Killer #4: Worship of Information.

Uniting the Religions of Process Improvement

First Friday Book Synopsis

Bob's blog entries "Black Belts" Brad Power Business Process Management (BPM) Chemical company Air Products four process improvement "religions" General Electric Harvard Business Review blog Harvard Business Review’s Daily Alerts Kaizen Lean Lean "senseis" Lean Enterprise Institute Michael Hammer Motorola Shell Oil Six Sigma the Toyota Production System Toyota Uniting the Religions of Process Improvement

6 Silent Productivity and Profitability Pitfalls, part 7 of 7

Strategy Driven

Management & Leadership Tactical Execution business management Chris Majer employee engagement employee productivity lean six sigma strategydriven Silent Killer #6: Modern Indentured Servitude. Today’s world is one of sharp contrasts.

6 Silent Productivity and Profitability Pitfalls, part 1 of 7

Strategy Driven

We must now focus our attention on eliminating the six ‘modern’ wastes: Degenerative Moods. Management & Leadership Tactical Execution business management Chris Majer employee engagement employee productivity lean six sigma strategydriven

Ohno 23

Tactical Execution Best Practice 7c – Are You Thinking Lean? The ‘Wastes’ of Execution: Inventory

Strategy Driven

Tactical Execution excess inventory execution waste Greg Gaskey lean operations lean six sigma strategydriven

Avoiding Catastrophic Failures in Process Improvement

First Friday Book Synopsis

Here is an excerpt from an article written by Brad Power for the Harvard Business Review‘s “The Conversation&# series. To read the complete article, check out the wealth of free resources, and sign up for a subscription to HBR email alerts, please click here. * * * Do you have a process improvement [.].

Understanding Design of Experiments (DoE) in Protein Purification

Curious Cat

Design of Experiments Data experiments Health care robust Six sigmaThis webcast, from GE Life Sciences, seeks to provide an understanding Design of Experiments (DoE) using an example of protein purification.

Why and how to make “purposeful” mistakes

First Friday Book Synopsis

Schoemaker Saichiro Honda Six Sigma Thomas J. In Brilliant Mistakes: Finding Success on the Far Side of Failure, Paul J. Schoemaker observes, “Our schools and organizations are designed for efficiency and order. These are fine principles but rarely encourage mistakes, either brilliant or foolish. Students are graded on how much they know, not on the degree to which they learn from [.].

3 Reasons for less than desired results with team building training for Manufacturing

Create Learning

Corporate Team Building Team Building front line team development lean leadership manfacturing six sigma team buildingLeading team building & leadership consulting, coaching and training for several different sectors, levels of organizations, and people.

Starting a Successful Team Project. Tips for the initial team meeting

Create Learning

Corporate Team Building Team Building Team Building Agenda project management six sigma team building successful planning team leadershipThe team building I offer focuses on the team completing their work on time, within budget and quality specifications.

Essentialism: A book review by Bob Morris

First Friday Book Synopsis

Essentialism: The Disciplined Pursuit of Less Greg McKeown Crown Business/Imprint of Crown Publishing Group “Make everything as simple as possible but not simpler.” ” Albert Einstein As I began to read this book for the first time, I was again reminded of the Einstein observation as well as Greg McKeown’s previous book, Multipliers: How the Best […].

6 Silent Productivity and Profitability Pitfalls, part 3 of 7

Strategy Driven

Management & Leadership Tactical Execution business management Chris Majer employee engagement employee productivity lean six sigma strategydriven Silent Killer #2: Not Listening. To truly listen does not mean merely hearing or paying attention.

Fatal Five Failure Factors of Culture Change Efforts

The Practical Leader

This session is for senior operating executives and organization/leadership development support professionals such as HR, Learning/Training, Organization Development, Safety, Lean/Six Sigma, Quality, Continuous Improvement, and Customer Service.

The Key Element Your LinkedIn Profile Is Probably Missing

First Friday Book Synopsis

Here is an article written by Jeff Haden for BNET, The CBS Interactive Business Network. To check out an abundance of valuable resources and obtain a free subscription to one or more of the BNET newsletters, please click here. * * * I think LinkedIn is the most effective social media platform for professional and business [.].

Five Whys – Act Like a Child and Improve Problem Solving

Management is a Journey

A popular problem solving tool called Five Whys that is used in lean management and six sigma to conduct root cause analysis is something kids do naturally. The natural masters of creativity and innovation are children. It turns out that they know something about problem solving too! If you are a parent, grandparent, or have worked with [.]. Management change strategy management organizational productivity performance management strategic thinking

David Shaked: An interview by Bob Morris

First Friday Book Synopsis

He has been practicing Lean Thinking and Six Sigma for 15 years as a certified Master Black Belt. David Shaked is an independent consultant—a positive change leader for individuals, teams, and organizations. David is also a practitioner and teacher of several strength-based approaches to change (such as Appreciative Inquiry, Solution-Focus coaching and Positive Deviance) bringing […].

We Need to Apply Quality Improvement Lessons to Safety

The Practical Leader

Starting in the late eighties and eventually morphing into Lean/Six Sigma, the quality movement completely revolutionized management thinking throughout much of the western world.

Core Elements to Leading a Peak Performance Culture

The Practical Leader

We’ve been working with more and more executive teams who proclaim strategies for transforming their culture toward higher safety, customer service, innovation, Lean/Six Sigma approaches, productivity, employee engagement, or new technology platforms.

Outside In: Customer Perceptions Define Service/Quality Levels

The Practical Leader

management AchieveGlobal American Express Black & Decker Continuous Quality Improvement customer service firing on all cylinders leadership leadership development Lean six sigma The Achieve Group The Three Rings of Perceived Value Total Quality Management

TQM 7

Top Project Management Challenges

Strategy Driven

PRINCE2 , Six Sigma and project management software such as Taskworld ) versus those who don’t have an advantage in five different areas. Did you know that organizations lose $109 million for every $1 billion invested in projects and programs?

Are you a Leader or a Lemming?

Great Leadership By Dan

Signs of a Lemming Leader: Use of jargon: Do you use the terms restructuring, high reliability, six sigma, just culture, strategic sourcing, population health, or employee engagement in your organization?

Unconscious and Underlying Beliefs Undermine Culture Change Efforts

The Practical Leader

It’s one of the key factors in the 50 – 70% failure rate for programs to increase safety performance, service and quality levels, Lean/Six Sigma, productivity, innovation, leadership skills. An example of this is this spring’s blogs on Lean/Six Sigma and how Toyota’s culture is what really makes the difference in their use of these tools.

Is It Fun Being Led by You?

Lead Change Blog

We got our black belts in six-sigma; words or acronyms like Kaizen, PDCA, TQM, QC and ISO became everyday parts of our work language. I was about to teach the customer segment of a Six Sigma class near Palmdale, CA, for Lockheed Martin.

7 Roles of an Exceptional Team Leader

Let's Grow Leaders

You can have all the great plans, six sigma workouts, and brilliant competitive positioning in the universe, but if the human beings doing the real work lack the competence, confidence, and creativity to pull it off, you’re back to muddling through.

Team 127

The manager as coach

Chartered Management Institute

Whilst the improvement of process is a mature activity, with methods such as lean, six sigma and BPM decades old. Continuous improvement is one of those areas that no organisation can afford to overlook. You are not watching this post, click to start watching read more

BPM 21

Baldrige Performance Excellence and Using Six Disciplines

Six Disciplines

They won the award in 1988, drawing attention to Six Sigma as an approach to quality improvement. Since then, Six Sigma has widespread use throughout our economy. Steel) won the award , drawing attention to Six Disciplines as providing a complete program for strategy execution coaching and performance excellence. Here's what they had to say about Six Disciplines. ).

Developing::Leading::Be a part of High Performance Teams

Create Learning

Design by 12GrainStudio Developing::Leading::Be a part of High Performance Teams Thursday, October 07th, 2010 Posted by: mike ASQ Buffalo NY Lean Six Sigma Conference. The slide show information for the workshop I am facilitating with for the 2010 ASQ Buffalo Lean Six Sigma Conference.

Warning: Your best practices stink

Chartered Management Institute

Methodologies abound to help organisations achieve process excellence, be that through lean, six sigma or BPM. The notion of creating a constantly evolving organisation that is always seeking out better ways to do things is far from new.

BPM 49

6 Silent Productivity and Profitability Pitfalls, part 6 of 7

Strategy Driven

Management & Leadership Tactical Execution business management Chris Majer employee engagement employee productivity lean six sigma strategydriven Silent Killer #5: Suppressing Innovation.

6 Silent Productivity and Profitability Pitfalls, part 4 of 7

Strategy Driven

Management & Leadership Tactical Execution business management Chris Majer employee engagement employee productivity lean six sigma strategydriven Silent Killer #3: Bureaucratic Styles.

6 Silent Productivity and Profitability Pitfalls, part 2 of 7

Strategy Driven

Management & Leadership Tactical Execution business management Chris Majer employee engagement employee productivity lean six sigma strategydriven Silent Killer #1: Degenerative Moods. A mood is a predisposition for action.

Leona Charles Joins the WomenOnBusiness.com Writing Team

Women on Business

I’m very happy to announce that we have a Six Sigma Black Belt joining the WomenOnBusiness.com team of contributors. Please join me in welcoming Leona Charles of SPC Business Consulting to WomenOnBusiness.com. I know she’s going to bring unique insight with her! About Leona Charles Leona Charles began SPC Business Consulting Ltd in 2007 to

How to Become a More Effective Manager #WinningWell

Let's Grow Leaders

You can have all the great plans, Six Sigma quality programs, and brilliant competitive positioning in the universe, but if the human beings doing the real work lack the competence, confidence and creativity to pull it off, you’re finished.