As he pushed out from Fairfield, Conn., USA, the king of CEOs left us all holding the Six Sigma bag. In it, a host of tools, techniques, potential and promise clank against one another. It is a nice collection, and we are pretty sure it works, but it is the old proverb that bothers us:…
Turning strategic stretch goals into daily behavioral change has never been easy for big companies. While executives talk about customer focus, what passes for intimate financial interactions in a busy call center is often laden with tedious work-arounds, risk-adverse rules, hopelessly complex technical redundancies and platform interactions. At one of the world’s largest mutual fund…
Many process improvement efforts are doing well enough, limping along with casual support from the management team, blissful ignorance from most first-line employees, some frustration from overtrained and underutilized Belts, and savings and improvement that are neither earth-shattering nor close to entitlement. Here are a few relatively simple and straightforward actions to take to turn…
When first introduced in the 19th and early 20th centuries, time and motion studies established rules of motion that guaranteed optimal performance during a given time period and reduced the number of movements needed to get work accomplished. Over the years, time and motion studies have been done in many industries both to ascertain how…