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Robert Gettys

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Using Lean Six Sigma to Improve Call Center Operations

Employees knew that the service in their third-party call center had deteriorated in recent years. Their job was to handle queries from independent business owners about financial services offered by the call center’s client. As in many call centers, the job was considered highly stressful because of expected response times and resolution. Initially, no one…

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Are You Too Compliant? Reduce Waste with Lean Six Sigma

Most public companies have gone through a period of frenzy ever since the enactment of the Sarbanes-Oxley Act (SOX) in 2002. Corporate leaders, faced with growing regulatory scrutiny and severe penalties, demanded that financial departments and outside auditors “get something in place, now!” People have been scrambling ever since to make sure their companies are…