Lean Simulation Eases Employee Change

Company creates lean simulations to accelerate the adoption of lean manufacturing principles in resistant organizations. ...

... "Visionary Products, Inc. is the only company to offer simulations that help overcome resistance at all levels of an organization while teaching the fundamental concepts of lean. The company offers fun, educational simulations designed to stimulate, educate and motivate employees to embrace organizational change, desire improvements, and gain a fundamental understanding of lean practices. Packaged in a unique kit format, Lean Zone simulations allow managers to easily and cost-effectively train employees in a matter of hours. " ...

Via Visionary Products: New Simulation Brings Benefits of Lean Manufacturing to the Office

Human Resource Supports Lean Manufacturing ...

Human resources and the incentives that motivate employees enable successful organizations and support lean manufacturing excellence. ...

... "Manufacturing jobs often involve complex and dangerous machinery, said Ketchen. In high-performing companies, the services that the human resource function provides, such as safety and training, support other programs such as quality management and lean manufacturing systems to make sure that workers are safe, motivated and productive. " ...

Human Resource Supports Lean Manufacturing: Via Reliable Plant: Research shows cutting employee incentives hurts

Kaizen Mindset: Higher Targets ...

Seizo Okamoto, Toyota Motor Corp exec, provides his perspective on the Toyota Production System, TPS, and the challenge of creating the kaizen mindset through higher targets. ...

Kaizen Mindset: Higher Targets: Via American International Automobile Dealers: Indiana plant president passes on lessons ...

... "What's the most difficult aspect of the Toyota Production System to grasp? A. Kaizen -- it's not easy to maintain continuous improvement. You have to motivate [people] to have the kaizen mind-set. Then management has to give them higher targets, and then higher targets. " ...

Balanced Scorecard Conceptual Framework ...

Balanced Scorecard: Office of Procurement

... "The BSC is a conceptual framework for translating an organization's vision into a set of performance indicators distributed among four perspectives: Financial, Customer, Internal Business Processes, and Learning and Growth. Indicators are maintained to measure an organization's progress toward achieving its vision; other indicators are maintained to measure the long term drivers of success. Through the Balanced Scorecard BSC, an organization monitors both its current performance (finances, customer satisfaction, and business process results) and its efforts to improve processes, motivate and educate employees, and enhance information systems--its ability to learn and improve. " ...

Balanced Scorecard in Procurement ...

Procurement Balanced Scorecard team: Balanced Scorecard Home Page

... "The BSC is a conceptual framework for translating an organization's vision into a set of performance indicators distributed among four perspectives: Financial, Customer, Internal Business Processes, and Learning and Growth. Indicators are maintained to measure an organization's progress toward achieving its vision; other indicators are maintained to measure the long term drivers of success. Through the BSC, an organization monitors both its current performance (finances, customer satisfaction, and business process results) and its efforts to improve processes, motivate and educate employees, and enhance information systems--its ability to learn and improve." ...

Solutions Drive Real-Time Performance Metrics for CRM and Call Centers ...

Real-Time Performance Metrics for CRM and Call Centers: Centergistic Solutions' AgentView PowerUser Awarded 2004 'Product ...

From Business Wire (press release), CA ... "AgentView's latest version of PowerUser presents a powerful method of providing real-time performance metrics in a dashboard environment," said Susan Saldibar ...

... Centergistic Solutions, a leader in real-time performance management solutions, today announced that Technology Marketing Corp.'s Customer Inter@ction Solutions(R) magazine has named AgentView(R) Enterprise PowerUser as a Product of the Year winner for 2004. Customer Inter@ction Solutions has been a leading publication in the CRM, call center and teleservices industries since 1982. ...

Centergistic Solutions produces Performance Management software that delivers increased profitability for our customers, through continual improvement in business performance, by empowering managers and staff to make real-time tactical business decisions that are aligned with strategic goals. Our software is designed to collect, combine and display real-time and historical performance information from systems located throughout the contact center and the enterprise. The advanced filtering, profiling and threshold technology behind our solutions helps create a "smart" superset of information that can be used to motivate and inform staff and management. Decisions are faster, more accurate and, most importantly, always in context with your goals. Our flagship products, AgentView(R) Enterprise and AgentView(R) Enterprise Performance Management are award-winning integrated real-time and historical analytics systems currently installed in over 3,000 contact centers worldwide. Centergistic has headquarters in Orange, with offices throughout the United States as well as international distribution. For more details on the information contained in this release or Centergistic Solutions and its line of products and services, contact Susan Saldibar, vice president, marketing.

Additional resources on real-time performance metrics for CRM and call centers ...

Call Center / CRM.: also delivers unparalleled access to performance metrics that can ... Management The Avaya CRM Individual Service ... tool that provides real-time performance data for ...

Call Center Performance Metrics Software - Software, Hardware: on the promise of intelligent, complete CRM and Web ... giving executives access to their
key performance metrics on their customizable, real-time dashboard. ...

Technology Metrics For Call Center Performance - Software: integration, data analytics & success metrics, ... Workforce Management: Optimizing Performance for Superior ... Q-Master delivers a real time call routing environment ...

Value Stream: F-16 maintainers educate, motivate to transform processes

From AFMC Public Affairs Link ...

... "With the education goal in their sites, core team members and the SwRI consultants began with an area assessment that included developing a value stream map to illustrate the value-added, and the non-value-added steps in the wing repair process, Dugan said. They also conducted numerous training sessions to teach both management and shop employees essential Lean tools which emphasize workplace organization and cleanliness. After the initial training sessions were complete, a detailed value stream map analysis showed that a major area of improvement could be found in the pylon rib assembly process, he said." ...

BSC: Balanced Scorecard Info ...

From DOE PROCUREMENT AND ASSISTANCE MANAGEMENT ...

... "The BSC is a conceptual framework for translating an organization's vision into a set of performance indicators distributed among four perspectives: Financial, Customer, Internal Business Processes, and Learning and Growth. Indicators are maintained to measure an organization's progress toward achieving its vision; other indicators are maintained to measure the long term drivers of success. Through the BSC, an organization monitors both its current performance (finances, customer satisfaction, and business process results) and its efforts to improve processes, motivate and educate employees, and enhance information systems--its ability to learn and improve. Included in the Balanced Scorecard program are Perspectives and Objectives that address the procurement and personal property activities of DOE and its contractors." ...

Lean Six Sigma Efficiency: Xerox Reports Earnings of 21 Cents Per Share; Raises Full-Year ...

From Business Wire (press release), CA ... deploying Xerox's proprietary DocuShare(R) software for Web-based editing and archiving of critical corporate documents, and applying Lean Six Sigma tools to ...

" ... Xerox continued to fortify its portfolio of office products with new offerings like the Phaser(R) 6100 color printer, the Phaser 3130 monochrome printer and the WorkCentre(R) M20 and M20i multifunction devices, all of which launched in the second quarter. Installs of Xerox office monochrome systems were up 25 percent in the second quarter due to continued strong demand from small and midsized businesses for the Xerox WorkCentre desktop multifunction devices. Office color multifunction installs grew 40 percent and office color printing installs were up 54 percent driven by continued positive momentum from the Phaser line of solid ink and laser printers ... "

Xerox will focus on precise execution to build equipment revenue growth and market share, accelerate productivity improvements through the deployment of Six Sigma, leverage cash flow through the disciplined management of the balance sheet, and motivate and develop employees. By 2005, Xerox's objectives are to achieve annual revenue growth of around 5 percent, gross margins above 40 percent, and selling and administrative costs in the low 20 percent range. Research and development investments are expected to remain at 5 percent to 6 percent of revenue. In total, this will contribute to 11 percent to 12 percent return on sales. Xerox strategies will continue to be anchored by advanced imaging and document systems; solutions that tailor Xerox devices to solve customer problems or improve document-related work processes; and services that couple technology with document, content and knowledge management expertise.

Balanced Scorecard: Accounting for IT Value

From CIO Asia, Singapore ... According to David Norton, cocreator of the Balanced Scorecard, "the right question is, what's the value of my process?" Businesses can track the outcomes of ...

... Processes Are Where You Make Money: Business processes create new products and services that will satisfy customers and create profits for shareholders ...

Mapping Strategy Using the Balanced Scorecard: translate strategy into operational terms; create a strategy map; design a scorecard; identify measures, targets, and initiatives; get executive buy-in; or build on an existing scorecard initiative. Executing Strategy Using the Balanced Scorecard: create organizational alignment, communicate strategy, cascade scorecards, motivate to make strategy everyone's job, link team and individual performance and tie to compensation, and conduct effective scorecard meetings...

Lean Six Sigma with a Vengeance: How Xerox Got Up To Speed

This article from BusinessWeek deals with the Lean Six Sigma transformation and success story that Xerox has implemented with assistance from partner, GE Capital. Xerox leverages strong executive sponsorship for the Six Sigma initiative and places emphasis on the organizational and cultural aspects of the transformation.

Reference from Business Week article: "One of the "soft" challenges is tearing down walls to get different divisions to work together. This is never easy in a complex, big organization. Yet at Xerox, teams from supply, manufacturing, and research and development pulled it off..."

The efforts at Xerox are starting to pay off... Revenues are stabilizing and profits are rising...

Reference from Xerox press release: "Xerox intends to excel against an expanded set of operational imperatives in 2003, Mulcahy said. She noted the company will continue to focus on precise execution to build equipment revenue growth and market share, accelerate productivity improvements through the deployment of Six Sigma, leverage cash flow through the disciplined management of the balance sheet, and motivate and develop employees."

Reference from Xerox and GE Capital partnership press release: "Our goal is to make the transition for Xerox's customers flawless, while providing them with the benefits of our strong expertise in leasing. We intend to leverage GE management systems, digitization and e-business efforts and Six Sigma quality processes to bring value to Xerox and its customers," said Bill Cary, chief executive officer of GE Capital Vendor Financial Services. "This joint venture is an excellent example of how we work closely with our partners and their customers to best serve their needs."

How Xerox Got Up To Speed: Learning fast from GE Capital, it applied Lean Six Sigma "with a vengeance" ... What did GE have that Xerox didn't? For one, years of experience in applying Six Sigma, the data-driven technique for eliminating defects in any business ...

About Xerox
Xerox Corporation is an $18.7 billion global enterprise with 85,000 employees serving customers in 130 countries. Xerox makes the digital world work better with an array of innovative, document-related solutions, services and systems, including color and black-and-white digital printers, multifunction devices and copiers designed for offices and production-printing environments.

About GE Capital
GE Capital Vendor Financial Services, a global leader in developing and providing financial solutions and services to equipment manufacturers, distributors, dealers and their end users, has over $16 billion in served assets worldwide. Vendor Financial Services serves approximately 100 manufacturers, 4,500 dealers and currently has over 500,000 accounts in 33 countries.

GE Capital, with assets of more than $370 billion, is a global, diversified financial services company grouped into six key operating segments comprised of 24 businesses. A wholly owned subsidiary of General Electric Company, GE Capital, based in Stamford, Connecticut, provides a variety of consumer services, such as credit cards and life and auto insurance; mid-market financing; specialized financing; specialty insurance; equipment management, and specialized services, to businesses and individuals in 47 countries around the world. GE is a diversified services, technology and manufacturing company with operations worldwide.