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Nari Kannan

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Decision-Making with Cause-and-Effect Analysis and DOE

Business process improvements, the grail of any company’s operations, translate directly into better profits by cutting costs and increasing competitiveness at the same time. In many cases, business process improvements have accelerating cumulative effects on company profits. If an insurance company, for example, can underwrite policies faster or settle claims faster, it is providing better…

Cause-and-effect Diagrams and Lean for Service Processes

Lean improvement of service processes is somewhat different from Lean improvement of manufacturing processes. Efficiency is usually a measure of speed and cost and Lean improvement in efficiency is achieved by eliminating waste in time or resources. Effectiveness is usually a measure of quality and the overall objectives of the enterprise in that regard. If…

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Ten Key Technologies for Lean Process Improvement

Home mortgage loans in the United States usually closed in about four weeks even a couple of years ago. Some on-line mortgage loan originators are doing the same closings in about two weeks now. Safeco, one of the largest insurance services providers in the country, needed a week to make any changes in coverage in…

Improving Help Desk Functions by Using Lean Six Sigma

Help desks often face a barrage of complaints when voice of the customer (VOC) data is collected. These typically include: “I had to describe the problem to more than one person before it was solved.” “I had to describe the problem to more than one person, and each time I was asked to do the…

Measuring and Improving Service Processes with Six Sigma

Service processes play integral roles in almost every company – loan processing in the case of banks, mechanical services in an automobile dealership, recruitment or new employee orientation in a human resources department, accounts payable in an accounting department. Service processes can consume a large portion of a company’s operating margin. So it is not…