Steve Clapp


  • @cseider As with many issues having to do with the application of theory, there are two camps regarding how to treat Likert scale values: those who insist they are purely categorical and, therefore, should be considered discrete; and those who say under certain situations that Likert values can be analyzed as continuous data. Here is one article…[Read more]

  • Hi Maria,

    You may want to reconsider your decision to only analyze the “Excellent” responses. Incorporating the entire Likert scale of responses will let you see before-vs-after movement between the satisfaction levels, which can be very insightful into determining the amount of impact your solutions have on the issue at hand. And, if you do…[Read more]

  • @daugh2ter My company is located in multiple sites. I have facilitated remote training sessions via teleconferencing/web technology that have been very successful. You can e-mail instructions, templates and other work items to your remote colleagues ahead of time and then, in real time on the phone and the web, simulate a chain of activities…[Read more]

  • I agree with Nick: a contact management/customer relationship management system will easily track repeat calls. Without such a system, you rely more on the customer’s input to tell you if the call is about a […] 10 years, 3 months ago

    • ALY replied 10 years ago

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      ([email protected]) i dont know…[Read more]

  • Hi Bill,

    We use SigmaXL at work (process excellence team within a financial services company). I’ve found it is fairly friendly to use and can do 99.9% of what we want. Even better in my book is the SigmaXL staff is knowledgable, responsive, and personable; if you’re stuck on the theory or the use of a tool, they are ready to help. I’ve met…[Read more]

  • Gary, I suggested Trish use the 25% rule of thumb not for technical nor technology reasons, but simply for a change management one. I wouldn’t want my process owner to get hung up on the “look” of the control chart and miss the underlying message the control chart is telling him/her; straight-line control limits are easier for non-practitioners…[Read more]

  • I remember learning somewhere that if sample sizes don’t vary by more than 25% of the average sample size, you can just use the average sample size for all x-bar data points. Doing so will result in straight line control limits, which are usually easier to explain to management than jagged control limits. I hope this helps. 10 years, 4 months ago

  • Chris, you have lots of company. I’d been laid off and was looking to reinvent myself as a quality improvement practitioner. I joined the local Chamber of Commerce, networked like crazy, and landed a few pro bono projects to get experience under my (new) belt. Finally, I did get a paid gig from a Chamber member. The key is to get yourself…[Read more]

  • Great visual depiction of how we should think about solving problems. One suggestion: under “Implement,” where you state “implement without formal project,” I would amend that to say “implement with a standard […]

  • We frequently refer to the 8 Wastes checklist to see where those issues may be occuring within our transactional processes. “Waiting” and “overprocessing” seem to be our top causes of backlogs.

    Be sure to include employees within the process to do the root cause identification and the solution development. Try to include customers impacted by…[Read more]

  • One more thought: as a customer, are you looking for your service provider to create the next big thing, or simply to do the little things right the first time? If you want to improve customer loyalty, improve your execution of the basic stuff. 10 years, 6 months ago

  • Some of the best sources of innovative ideas are from 1) watching your customers use your product (see “ethnography”) and how they devise workarounds to circumvent shortcomings; and 2) mining customer complaints for what upsets them the most. At the least, open up more lines of communication between your organization and its customers (surveys,…[Read more]

  • Speaking of compensation, I’ve found that one of the greatest challenges to any change initiative (CI, LSS, Operational Excellence, new parking spot assignments, etc.) is that management has typically been receiving bonuses for doing mediocre work for years…so they feel no obligation to try something different. Tie “percentage change” targets…[Read more]

  • Hi Mike,

    I’m not the same guy who lived in N Scottsdale; I grew up in Baltimore in the ’60’s. Thanks for the compliment, but I’m older than I look…there’s a portrait of me aging away in my attic. 10 years, 7 months ago

  • I have read most of Terry Pratchett’s Discworld series. Not only are the books great entertainment, but Pratchett’s skewering satire of such institutions as government, education, and religion remind me to not take things — including myself — too seriously. Great therapy for those of us in the bowels of an organization, trying to execute…[Read more]

  • Steve Clapp changed their profile picture 10 years, 7 months ago

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