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Can I use Lean Six Sigma in the telecom service sector? Would it only be useful in the customer care centers?

Lean Six Sigma can apply in any industry, including Telecom. How do you start? Identify a PROCESS with a CUSTOMER. Most organizations start with a process where the customer is dissatisfied or frustrated with the quality and/or the amount of time to receive the product or service.

Where do processes exist in your organization? Are customers satisfied with the product or service? If not, you can start applying Lean Six Sigma to improve the process.

Tracy O'Rourke

Tracy is a Managing Partner at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.