Decreasing Customer Churn with Six Sigma
One of my clients, a wireless business-to-business (B2B) telecom company, was experiencing a significant problem in their call center. They were absolutely inundated with calls—most of them problems.
The Lean Evolution: From Factory Floor to Service Centers and Beyond
In 2008, the University of North Carolina (UNC) Health Care System faced a challenge: Length of stay per patient at this major nonprofit health system and academic medical center was longer than it needed to be.
The Quincunx as an Educational Tool
The purpose of this article is to give you an appreciation of the Quincunx as an educational tool for teaching some of the theory behind the tools and concepts of so-called modern quality management.
Where Do the Typical Control Chart Signals Come From?
The purpose of using control charts is to regularly monitor a process so that significant process changes may be detected. These process changes may be a shift in the process average (X-bar) or a change in the amount of variation in the process.
Lean Financial Services
The financial services sector has been a laggard in adopting lean tools and practices, perhaps because of their manufacturing origins. But those attitudes are slowly changing.
Lean Six Sigma Fusion and Confusion
The Six Sigma journey of many organizations has morphed into “lean Six Sigma” during the past couple of years.
Case Study: Six Sigma in a Software Support Environment
Story update 11/23/2010: A paragraph was added to the end of this case study to reflect the current state of the company's quality initiatives.
Six Sigma Tricks of the Trade: Less Tricks, More Trade
After a meal at a local Chinese restaurant, my fortune cookie said, “If you keep too busy learning the tricks of the trade, you may never learn the trade.” When I think about how this applies to Six Sigma, it seems obvious that far too much Six Sigma training is ded
Graphical Principles for Rapid Quality Improvement
I’ve spent most of the past two years living in China where I have learned much on how enterprise is managed over there. Many people have said that this century belongs to Asia. That may be, but they have a lot to learn and change before that happens.
Can Lean Co-Exist With Innovation?
“Lean” has come to mean an integrated, end-to-end process viewpoint that combines the concepts of waste elimination, just-in-time inventory management, built-in quality, and worker involvement supported by a cultural focus on problem solving.
