Linde Six Sigma Selection Process

Linde using disciplined selection process to choose logistics software from Paragon Software Systems to improve the routing and scheduling of its gas deliveries driving higher customer service levels. ...

... "Martyn Stretch, Global Transport Manager for Linde's cylinder business reports that the Paragon system was chosen following an extensive Six Sigma-based selection process that scored available products on ability, reliability and quality of the supplier. " ...

Via TMC: Linde customer service improvement

Creative strategy for situations beyond control

Branson's Virgin America develops talent that can adapt and respond to abnormal situations. ... "Employees must also develop their own creative strategies for dealing with customers, especially during flight delays and other situations beyond their control." http://bit.ly/bIPnnA

Complaint Business Process Requires Listening Skills

Follow these steps to making the customer complaints process more efficient and effective. Enhance this customer experience to retain and grow your base of revenue. ...

... "Even if you know the resolution immediately, let the customer finish before you say anything. " ...

Via BusinessBrief: Turn complaints into opportunities

Six Sigma Medical Outcomes

California healthcare system deploys Six Sigma in its quest for medical excellence. The methodology has been customized for health care processes. And, the enterprise is achieving solid improvement results. ...

... "Since introducing Six Sigma in its Southern California medical centers, Providence California has seen across the board improvements in clinical outcomes, care, customer relations, and finance. " ...

Via Health Leader: Six Sigma Tactics

Lean Techniques with Customer Focus at Starbucks

Starbucks uses the voice of the customer to drive its streamlining efforts which will eliminate waste through a leaner management structure and improve customer-facing processes. ...

... "Building for the long term, which has two distinct pieces: re-aligning Starbucks organization and streamlining the management of the organization to better support customer-focused initiatives by ensuring our support and planning functions -- from back-end IT systems to store operations -- are most effectively dedicated to the customer experience.

Howard Schultz voicemail to partners: To re-ignite the Starbucks experience through driving improvement and change in all areas that touch the customer. " ...

Via Starbucks: Transformation Agenda

Support Best Practices Drive Customer Value

EMC is recognized for its best practices in customer support services by the SSPA. ...

... "To win the STAR award, EMC had to demonstrate proven innovation in support staff practices with tangible business and customer benefits. The areas evaluated by the SSPA included staff development and training, talent retention, customer impacts and business impacts. " ...

Via EMC: Top-Quality Customer Service and Support

Lean Supply Chain Presentation

Local presentation will explore the use of lean principles and Six Sigma discipline in the supply chain to drive improvements that increase customer service and improve efficiencies. ...

... "Robert Burke will present Lean Six Sigma in the Supply Chain, a program on how to use supply chain management, lean manufacturing, and six sigma methodologies to deliver superior customer service. " ...

Via Nashuatelegraph: Business Calendar

Global Competition through Lean Manufacturing

Small manufacturing firs turn to lean techniques to increase their global competitiveness. ...

... "Quabaug and Mar-Lee, which each compete against lower-cost areas like China, streamlined their methods of operation to become more efficient and handle changing customer needs. Their use of so-called lean manufacturing and innovation puts them on the forefront of next-generation manufacturing ... " ...

Via Worcester Telegram: Next Gen Manufacturing Competes Globally

Toyota Kaizen Way Improves Customer Service

Toyota exec shares insights on Toyota and its kaizen principles. ...

... "Our customer service philosophy is fix it right the first time and to have lifelong customers. The term kaizen is one of the pillars of the Toyota way. " ...

Via The Augusta Chronicle: Toyota exec

Aerospace Lean Six Sigma

Aerospace company satisfies its customers' expectations using a foundation of Lean Six Sigma to enable it to deliver. ...

... "Rouleau has also implemented the Lean Six Sigma system, which in the business world means the company looks to improve efficiency, reduce cost and improve customer relations. " ...

Via Hudson Star-Observer: Airworthy Aerospace

Operations Center Excellence Through Lean SixSigma Quality Process

Nortel opens its new Global Operations Center of Excellence in Istanbul, which will provide tech support services to customers globally. The center leverages best practice methods for quality improvement, such as Lean Six Sigma. ...

... "The Global Operations Center of Excellence in Istanbul provides technical and operational support to Nortel customers deploying next-generation mobile, converged, metro Ethernet and optical networks. This includes product support for global customers, network technical support for customers in North America, and network integration and technical support for customers in Europe, the Middle East and Africa. The Center features the latest customer service tools, quality processes like Lean Six Sigma, and Nortel's market-leading contact center technology. Nortel has already recruited more than 300 graduates from Turkish universities to staff the Center as it progresses through 2007 to full operational capacity. " ...

Via Nortel: 24/7 Support to Nortel Carrier Customers Around the World While Improving Operational Performance ...

Six Sigma Customer Interactions

Covad differentiates in the hosting space through Six Sigma in the customer-facing business processes. ...

... "Covad partners with Source 1 HTMT on a six sigma process to continuously improve customer interactions. This is supplemented by other key vendor relationships, including third party quality monitoring and consulting. Continuous auditing, clarification and refinement of existing processes are also provided, for quality assurance and specialized, targeted customer solutions. " ...

Via Covad: Covad to Present at 2007 Outsourcing World Summit

SixSigma Process Projects

Firm hires talent to manage client Six Sigma projects. ...

... "Praxilient Inc. has hired Ted Storin, Mike Streno and Bruce Brooks. They will manage Six Sigma Process projects, enterprise project management projects and technology projects for Praxilient's clients. " ...

Via Appleton Post-Crescent: Read