Is there a right percentage of certified Green Belt employees in a company?

Q: Is there a right percentage of certified Green Belt employees in a company? This way I know if I need to invest more time on training some more or just maintaining the ones I have. First, look at what…
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Tracy O'Rourke - GoLeanSixSigma.com

Tracy O'Rourke

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.
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Lean Six Sigma Q&A - GoLeanSixSigma.com

If we are talking about improving the quality of a service provided, should the FMEA focus on what the support agent provides and what the customer receives separately, or both at the same time?

When using the FMEA to assess a service, it’s generally applied to the internal process and assessed by process participants – the people providing the service. If you want to understand the customer experience of receiving the service, then you…
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Lean Six Sigma Q&A - GoLeanSixSigma.com

What is the best way to promote asking why?

Talk about the WIIFM! What’s in it for me! Everybody loves to tune in to WIIFM Radio. What does it do for me? So tell them the WIIFM…you are building your problem-solving muscle, you are strengthening your focus on process…
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