Kaizen Service Model Empowers Workforce to Build Zippy Processes

Zipcar CEO Scott Griffith discusses his company's growth strategies and outlook for scaling the business. Zipcar has creatively integrated lean manufacturing techniques into its service business model, empowering its workforce to manage kaizen events and embrace continuous improvement in its business processes, especially the processes with customer touch points. ...

... "We’re one of the first companies to use that in a service model. We’ve now got kaizen-trained employees in many parts of the company who are managing everything from how we manage parking tickets to how do we handle accident claims. " ...

Via Mass High Tech: Zipcar CEO Perspectives

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

Six Sigma Solution Center Improves Process Variance

Supportsoft management discusses quarterly results and provides insight into the company's internal effort, including the use of Six Sigma to reduce variability in service processes provided to clients from their solution centers. ...

... "In the solution center, key improvements included the following: Establishment of a dual crew of agents who intervene to resolve long calls and identify common issues that lengthen handle times; implementation of skill-based driving to ensure services are directed to properly skilled agents, and launch of a Six Sigma style initiative to identify and resolve process variances and inefficiencies. " ...

Via Seeking Alpha: SupportSoft Earnings Call

Flowserve Six Sigma CIP

Flowserve focuses its Lean Six Sigma program on activities that will improve the customer experience, increase productivity, and expand margins. ...

... "We continue to focus on improving on-time delivery and quality, while reducing warranty costs as a percentage of sales across our global operations, through the assistance of a focused Continuous Improvement Process (CIP) initiative. The goal of the CIP initiative, which includes lean manufacturing, six sigma business management strategy and value engineering, is to maximize service fulfillment to customers through on-time delivery, reduced cycle time and quality at the highest internal productivity. This program is a key factor in our margin expansion plans. " ...

Via Flowserve Corporation: 10K SEC Filing

Cardinal Health Lean Manufacturing Techniques

Executives share their strategies for confronting the economic challenges that lay ahead. Cardinal Health leader embraces lean manufacturing for success. ...

... "We use lean manufacturing techniques to take out cost and waste, and improve quality and service. We do that with shorter production and build time. " ...

Via The Desert Sun: Entrepreneurs share survival plans

GE Six Sigma Service Contracts

GE Power Systems applies Six Sigma methods to create a more predictable service model for steam turbines. ...

... "Using rigorous Six Sigma quality processes, the development team performed an extensive statistical analysis to create a modeling tool allowing for a set of detailed recommendations regarding time between outages, scope of work required at each outage and parts replacement intervals. " ...

Via The FINANCIAL Channel: Service Agreement Program

Six Sigma for Service Companies

Six Sigma can be applied successfully to non-manufacturing, or service firms. The process, the committment, and the passion is the same. The defects are different. ...

... "Six Sigma can be implemented by companies of any type and size. No matter what kind of company you run, the process for implementing Six Sigma is the same. " ...

Via Inc: Ask Bob Galvin

Six Sigma Performance Program Provides Quality of Service Guarantee

TagSYS and IBM collaborate to support pharmaceutical e-pedigree. TagSys brings Six Sigma quality to the table with guaranteed quality of service. ...

... "TAGSYS will provide customers with the same expertise and architecture used in its Six Sigma Performance Program, a quality-of-service program that guarantees fewer than four failures in one million read opportunities. " ...

Via IBM: IBM and TAGSYS Team on Serialization Pilot Kit for Pharmaceutical Manufacturers