Start with the customer. What is wasteful to them as a caller? When are they waiting? What are they waiting for? What are the barriers for a customer to get what they want? It’s helpful in this situation, to be…
Tracy is a Managing Partner at GoLeanSixSigma.com, 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.
In your experience, what is the best technique you have used to get buy-in for these tools from skeptical leaders and stakeholders in the business?
A couple things work: Success stories being told by leaders they admire or their peers Tours of Lean organizations they admire that use the tools…they get a vision
How do I keep the interviewee from feeling defensive when I tend to ask lots of questions during Process Walks?
During Process Walks, sometimes I find myself asking lots of questions to pull more information from the interviewee to understand the details of each step. How do I keep the interviewee from feeling defensive? Good for you! Delivery is key.…