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To script or not to script customer interactions?

In light of our overall desire to standardize processes in order to reduce variation, I’ve seen a fair share of projects in the service or transactional spaces where one of the recommendations is to script key parts of the customer interaction. While this may make sense to help shorten a call or standardize the interaction,…

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What is program leadership for the Lean Six Sigma professional?

In my prior post, I introduced the concept of program leadership in the Lean Six Sigma context and articulated the value that I saw as part of the process of certifying Master Black Belts. Based on some of themes that emerged in correspondence, I thought it might be beneficial to articulate a few more thoughts…

Master Black Belt Certification – The value of program leadership

  As many of you know, there are significant differences in Lean Six Sigma Master Black Belt expectations and certification criteria between organizations. Typically Master Black Belt certifications focus on advanced tool knowledge, training/project coaching experience, portfolio management and program leadership to name a few of the most common ones. While I’ve always thought that…


Introductions – A deployment leader’s blog

Hello fellow Lean Six Sigma professionals! Not so long ago, in conversation with iSixSigma, the opportunity to start blogging to share ideas and insights on deployment leadership came up. In addition to the personal blog that I’ve been maintaining for the past few months on WordPress in which I’ve been touching on a broad range…