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Could a Focus on Getting Every Call Right have the Wide-ranging Benefits for Call Centers that JIT had in Manufacturing
This is a post about how the commitment to one simple idea can launch a thousand ships of changes and a virtuous cycle of profit improvements. After reviewing the far-reaching effects Just-in-Time, a key element of the Toyota Production System, had in manufacturing, I will argue that a focus on getting calls right in call…
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Don’t Let There Be Muda On The Floor
One of the key objectives of Lean initiatives is to identify waste, or muda, in the operation. Muda can be found in almost any action that takes place in the facility. Every employee should be educated about identifying muda in their daily workflow, to maximize improvements in overall operational effeciency. Every industrial facility that uses…
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What is an Acceptable Error Rate in Contact Centers?
There are two diametrically opposed answers to the question posed in the title. Here is the first one: a jaw-dropping number of calls completely riddled with errors is totally acceptable in call centers today. Preposterous, you say. Please keep reading. First, the big picture. In contact centers no one talks about Six Sigma or Five-9s,…
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Why are Control Limits at 3 Sigma?
A LinkedIn discussion started by Tham Nguyen Khoa asks: Why [are] control limits on control chart are [sic] drawn at 3σ? Control limits on a control chart are commonly drawn at 3σ from the center line because 3-sigma limits are a good balance point between two types of errors: Type I or alpha errors occur when…
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Free Webinar – 11 Ways to Sink Your Six Sigma Project, Part. 2
No matter what your knowledge of Lean Six Sigma, come join us in a one hour lively discussion on “11 ways to Sink Your Six Sigma Project.” Master Black Belt Peter Bersbach will give an overview of each way, then open the session to a discussion on how to avoid that particular failure mode. No…
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Free Webinar – 11 Ways to Sink Your Six Sigma Project, Part. 1
No matter what your knowledge of Lean Six Sigma, come join us in a one hour lively discussion on “11 ways to Sink Your Six Sigma Project.” Master Black Belt Peter Bersbach will give an overview of each way, then open the session to a discussion on how to avoid that particular failure mode. No…
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Where Do Those Six Sigma Statistics Come From?
A student of mine had numerous questions about the various statistics used in Six Sigma. Here is my response to him in an open email: The questions you are asking regarding “Where do these statistics come from?” require entire courses in statistics to answer. In Lean Six Sigma we take information from a dozen or…
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Tom Pyzdek Discusses Gaming the Metrics
In this post Thomas Pyzdek discusses the topic of Gaming the Metrics. Tom was interviewed on Quality Digest TV to discuss the subject live with Quality Digest’s hosts. Watch the interview below.
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Continuous Innovation and Improvement: Unleashing Potential with Lean Six Sigma
Lean Six Sigma is well-known for its process improvement capabilities. However, its potential in fostering continuous innovation is often underexplored. In a compelling presentation titled “Continuous Innovation and Improvement Using Lean Six Sigma”, Thomas Pyzdek, a leading authority on Six Sigma, demonstrates how Lean Six Sigma principles can ignite innovation and drive significant organizational growth…