Motorola (MOT), the inventor of Six Sigma, is in big trouble. Even though it invented Six Sigma, this is a clear example that shows how Lean or Six
Reducing Customer Service Contacts
In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this
It’s the People also, not just the Tools
I spoke at a Lean Six Sigma conference last week, held in Chicago and you can get my presentation on Integrating Lean and Six Sigma here. The
What Happens After the Buy Now Button?
What happens after the customer clicks the "Buy Now Button"? For some customers, this is a large black hole. But, wise companies understand that
What Makes Customers Feel Valued? Consistency.
Think about the metrics in your company: most likely, the metrics that you are accountable for and report on are reported as averages. Am I right?
On Customer Obsession
I'd venture to say that most products and services are bloated with features that customers most likely don't care for; I've been part of product
Lean and Six Sigma Summit
You are cordially invited to a pretty cool Lean Six Sigma Summit to be held on April 28 - May 2, 2008. There will also be a behind-the-scenes tour of
Getting a Job at Amazon: Need to Know Lean and Six Sigma
A friend of mine recently contacted me, seeking my advice on how to get a job at Amazon.com; my friend is a top-notch software engineer, manager, and
Customer Service: an iPhone Case Study
In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this