At the End of the Day . . .

Published:

People may not always agree with what you say or find value in what you offer, but at the end of the day, if only one person walks away with a different question, thought or idea, then you have made a difference.

Read more

Top Ten Gift List for Black Belts

Published:

Are you searching for the perfect gift for your favorite Black Belt during this holiday season?

Read more

100 Reasons to Embrace Six Sigma

Published:

Having recently posted my 100th blog, I thought it would be worthwhile to share my list of 100 reasons why companies should embrace Six Sigma.

Read more

Waiting for W.O.W.?

Published:

Save time for your customers by enabling efficient transactions and watch your WOW-O-Meter go off scale.

Read more

Customer W.O.W. – The Time Is Now!

Published:

As families struggle to make ends meet, the value provided for the dollar spent is more important than ever. What should we do? Panic? No – we don’t need to stinkin’ panic. . . we got Six Sigma!

Read more

Mapping a Path to the W.O.W. Side

Published:

Consistently delighting customers and providing exceptional handling of issues and errors using the R.A.P.I.D. methodology are two ways to create customer W.O.W. (What’s Needed – On Time – With Value).

Read more

From OW to WOW

Published:

Maintaining a positive interaction while fixing a problem or concern can sometimes turn a customer OW to WOW.

Read more

The Grapes of W.O.W.

Published:

If your customers rate you a “7” on a scale of 1 to 10 (10 being the best), do your customer ratings range from 6 to 8 or do they range from 4 to 10? What would you do with this information?

Read more

Got Courage?

Published:

“Do you have the courage to lead?”

Read more

How W.O.W.? Ask Now

Published:

If you are providing your Customers with a W.O.W. experience, you will know it. If you are not, you will know it as well.

Read more

Customer W.O.W. – The Basics

Published:

Webster’s defines delight as “extreme satisfaction.” It is what gets your customers to say WOW!

Read more

Take a Walk on the W.O.W. Side

Published:

Good enough is just not good enough anymore and has not been for a long time.

Read more

Back to Basics

Published:

It is funny how such a small gesture can make a big difference. Just the fact that I am talking about it four days later lets you know what an impression it made (net promoter score will be high on this one).

Read more

The Rest of the Story . . .

Published:

Customer complaints, appropriately captured and analyzed, can provide useful insight about process defects.

Read more

Dirty Socks

Published:

I have heard people say that once you have experienced the power of Lean Six Sigma that you will never be the same. I can vouch for that. Process thinking and waste elimination will begin to infiltrate every part of your life – including how you do laundry.

Read more

Six Sigma – The Real Deal

Published:

Deploy – Integrate – Sustain – Institutionalize. Although each phase has distinct qualities, the lines between them are blurred or almost seamless – as it should be. I’m often asked what I think “institutionalization” looks like. My response: “Unconscious application.” By that, I don’t mean asleep at the wheel. When addressing an audience I typically use the following […]

Read more

Six Sigma – IAGTM

Published:

I recently got a text message from my son.”Mom . . . Pick me up ATEOTD.” Unable to decipher the text message abbreviation I’m forced to do what any mom what do . . text back . . . What?”At The End Of The Day” comes the reply with a big UGH! It’s like a […]

Read more

Facilitating Success

Published:

What could be tougher than binary logistic regression? How about facilitating a team? Team inputs vary in type, personality, knowledge level, background, etc., but the choice for team output is pretty discrete – success or not. So what does a good facilitator look like? Here’s what Wikipedia says: “An individual who enables groups and organizations […]

Read more

Magic Mirror On The Wall . . .

Published:

Magic Mirror on the Wall – Why did my deployment stall? When companies deploy Six Sigma, most have a vision of what that will mean to the organization. It might be improved customer satisfaction, or shorter cycle time or better quality products, cost reduction, revenue growth or maybe achieving an overall culture of excellence. Whatever […]

Read more

The Weakest Link

Published:

Last week I spent an evening at the local emergency center with my mom. The experience reminded me of the old saying: “You are only as good as your weakest link.” And here’s why. . . When I walked into the emergency center I was immediately accosted by a huge poster focused on customer service […]

Read more

SigmaLeanZenOut

Published:

What the heck is SigmaLeanZenOut? It is what a lot of people are doing in the world of continuous improvement. No matter where you got started, most companies gradually evolve to SigmaLeanZenOut. Six Sigma deployments add Lean, Kaizen, and then Workout (not necessarily in that order). Lean deployments add Kaizen, Workout then Six Sigma. You […]

Read more

Branded!

Published:

Oh no – not a label! Too bad. Whether you like it or not, you are being labeled – or branded – every day. Regardless of whether your company brands themselves and markets this brand or does nothing, your customers have already put a brand on you. Think about it. What comes to mind when […]

Read more

Six Sigma . . . Still Growing After All These Years

Published:

I recently spoke at a Lean Six Sigma Conference for Services hosted by the American Strategic Management Institute (ASMI). One of the morning speakers started her presentation by taking a quick survey. She went around the room and asked everyone three questions . . . What industry are you from? How long has your company […]

Read more

Continuously Improving Continuous Improvement

Published:

I just spent three days at IQPC’s 2008 Lean Six Sigma and Process Improvement Summit where more than 600 process improvement professionals came together to learn, share and network. In addition to getting a “booster shot” from Jack Welch, it was great hearing other professionals share their thoughts and experiences about how they have applied […]

Read more
To top