Fishbone + Ishikawa = Fishikawa! We know him best for this essential root cause tool, but did you know Dr. Ishikawa developed the first Kaizens, aka Rapid Improvement Events? And where would we be without his 7 Basic Quality Tools? Check out this Fishbone Webinar created in his honor and…
A call center for a business equipment and supplies company had call transfer rates well over 20% and customer dissatisfaction trending in the wrong direction. High transfer rates in a call center are an indication that customers are talking to multiple agents and their issues are taking way too long…
UC San Diego is implementing Lean Six Sigma. Find out how this project team reduced waste on training preparation time for their internally delivered Yellow Belt training course. UC San Diego is implementing Lean Six Sigma on Lean Six Sigma! Matt Helton is a Strategic Initiatives Analyst for the Office…
In the early 1980s there was a countrywide failure of computer tape drives. The tape drives were all made by IBM, they were crashing in large and small businesses alike and no one knew why. This was a big problem for business and definitely a big problem for IBM. We’ll…
The Cause & Effect Diagram is a popular tool and it appears in most continuous improvement projects. But in reviewing the project examples and publications, I am amazed at how many different ways this tool is utilized. No one can say there is only one correct way to use any…
When organizations want to address an issue, they frequently bring people together to determine what actions to take. Often, part of the group’s process is to brainstorm about what causes the issue to happen in the first place. Maybe you have been in one, or several, of these situations with…