We use NPS surveys after a service has been delivered.
We use focus groups when we are developing services.
We use support tickets for analyzing where our improvement efforts need to be focused.
The sales team has their own processes, if you can call them that. haha just joking sales staff! ;)
Sharmin Saylor started the topic What Was Your Career Path Into Process Improvement? in the forum General 1 week, 2 days ago
It’s been a winding path for me to get into process improvement. I’m sure most others are the same way…who thinks they’re going to go to school and then do process improvement for a living?! :)
I’d love to hear how your career path evolved. Or maybe snaked?
Engineer > Project Manager > Analyst > Six Sigma Green…[Read more]
Sharmin Saylor replied to the topic As Team Lead, How to Handle Project Going Off the Rails? in the forum Implementation 1 week, 2 days ago
Thank you all SO much for your input. I will definitely be using it as I move forward in this project.
I’ve already set an agenda for the next meeting to have a discussion about this, and my copy of Crucial Conversations is on the way so I can make sure to power read it before the meeting.…[Read more]
Sharmin Saylor started the topic As Team Lead, How to Handle Project Going Off the Rails? in the forum Implementation 2 weeks, 3 days ago
I’m the Black Belt project lead on a “modernization” finance project that’s taking a lot longer than anticipated (you see where this is going).
The team is great, it’s just that the work is way outside their comfort zone so it seems like it’s moving really slowly.
My question is: as the lead, how would you handle this?
My VP of quality…[Read more]
Sharmin Saylor replied to the topic How Do You Know Whether a Project Charter Is Well Written? in the forum Implementation 6 months ago
@Straydog: “The initial charter is a proposal, not a plan.”
@Mike-Carnell: “As you learn more and gain more information the whole understanding can change and therefor the charter and even the problem description can change.”
@CSeider: “Have a validated primary metric and secondary metrics that also impact the business.”
Sharmin Saylor started the topic How Do You Know Whether a Project Charter Is Well Written? in the forum Implementation 6 months, 2 weeks ago
Hi everyone — I’m new here and interested in becoming a top change agent at my company. But I’m the first to admit that I still have a lot to learn. :)
For example, how do you know whether you wrote a project charter is good or not.
What if it’s well defined, but not “hard enough” for the green or black belt?
Is a “sign off” by the p…[Read more]