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DMAIC is the problem-solving approach that drives Lean Six Sigma. It’s a five-phase method—Define, Measure, Analyze, Improve and Control—for improving existing process problems with unknown

Whether you prefer Lean, Six Sigma, or Toyota Kata as your method of choice, measurement is a key principle and a thread that weaves its

I recently read an intriguing treatise of personal and organizational philosophy called Principles by Ray Dalio, the investment guru and founder of Bridgewater Associates. It

Politicians refer to hard dollars vs. soft dollars often and I don’t pretend to understand what they mean. For one, it has nothing to do

If you’re not tracking statistical differences among your call center agents, I’d argue that you are missing out on a huge opportunity to drive astonishing

Facts and data are the hallmark of good problem solving – but all too often we don’t have enough data or the right kind of

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