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Kimberly Watson-Hemphill

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VOC Advances: New Paths to Understanding Customers

A Series of Articles on VOC Advances This article is one of a series on advances in obtaining and applying voice of the customer (VOC) information. The other articles in the series are VOC Advances: Complementary Innovation for Growth and VOC Advances: Helping Make Better Design Decisions. The series was written by Anthony E. Curtis…

Process Owners: The Unsung Heroes of Improvement

Look around a company that has been using Lean Six Sigma for awhile. Listen to the kinds of stories that circulate. Which people are mentioned the most? Likely it is the Black Belt who led a project that saved a million dollars or created a whole new market for a product. Or the Master Black…

VOC Advances: Helping Make Better Design Decisions

Many companies launch product or service design efforts based on whatever knowledge they already have about customer needs from questionnaires, focus groups, the opinions of marketing staff and senior engineers…and sometimes the CEO. Often this information is more opinion than data. Teams read through this existing customer information, whether it is relevant to the current…

Role for Design of Experiments in Financial Operations

Most Master Black Belts would probably cite design of experiments (DOE) as the most underused statistical tool in financial services. Yet, designed experiments are a favorite tool of statisticians and Six Sigma practitioners working in general business environments because they are an extremely efficient way of identifying what matters in a process and what does…

VOC Advances: Complementary Innovation for Growth

A Series of Articles on VOC Advances This article is one of a series on advances in obtaining and applying voice of the customer (VOC) information. The other articles in the series are VOC Advances: New Paths to Understanding Customers and VOC Advances: Helping Make Better Design Decisions. The series was written by Anthony E….

Designing Financial Services with DMEDI

As banking operations and check processing enters the 21st Century, so too the ways financial institutions design processes enters a new age. Long gone are the days of trial-and-error in bringing new products, services or technologies to market. Companies need to be able to implement solutions effectively – the first time – to provide superior customer…

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