The Challenge Missing the deadline to process warranty claims means automatic approval and money lost—and Marel had missed the deadline for 13 of the last 18 months. Marel, a leading food processing equipment manufacturer, had been missing their customer-promised 60-day timeline in 13 of the last 18 months. When they…
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…
I reached out to the broader Lean Six Sigma community to find out how they’re putting their collective skills to use during the COVID-19 fallout. I wanted to hear from them for myself, but also to bring that wisdom to our learners. This group is experiencing the pandemic in different…
The other day I was invited to coach a two-and-a-half hour visioning meeting. I was super excited for the event. The group was working to create three innovative ways to serve future customers—and the meeting was planned to be totally interactive. Problem was, I was going to be five hundred…
Business leaders may be aware of Continuous Improvement efforts, but they may not understand exactly how it could impact their organization. Most Lean Six Sigma blogs address the “What” of Lean Six Sigma, but it’s critical to discuss the “Why” behind it—leaders and executives deserve a better understanding of the…
It's not often you hear about an implementation of Lean Six Sigma into a law firm, but attorney Greg Anding at the Law Firm Kean Miller leads the way. "We've always driven the car down the road, [but] we've not taken the time to pull the car to the side…