Category Archives: Uncategorized

I have covered Project Charter – in my previous post Knowledge Nuggets – part 3. The next step during the Measure phase is the data collection. I want to share some of the interesting and critical points during data collection. Data filtering or screening: Important step before you work on the data analysis is toContinue reading “Knowledge Nuggets – Part 5 – Data Collection – Measure Phase”

Importance of value stream mapping can never be underestimated in any scenario or any business value chain, be it service or manufacturing. Service sector is still evolving to gain the benefits of value stream map and associated concepts. Value stream mapping is a best approach to understand the business and customer centric improvement opportunities andContinue reading “Power of Value Stream Mapping and Improvement Opportunities.”

Product development is generally a weak area for Service Sector in the whole value chain with exception of few businesses value chain unlike in manufacturing sector. Service sectors give lot of importance in execution / delivery than focussing on the Product Development. The following are some of the Challenges / Weaknesses in Product Development inContinue reading “Knowledge Nuggets – Part 4 – Product Development in Service Sector”

After selecting the project, team needs to document the project in order to engage the stakeholders and define other elements in the project. In Six Sigma – DMAIC journey, Project Charter is an important task one must focus. The following are the typical project charter content: Business Case Problem Statement Goal Statement Scope of theContinue reading “Knowledge Nuggets – Part 3 – Project Charter”

What is System Thinking?   Organization is a web of complex structure, departments and processes.   Systems thinking is a way to study and unearth the complex organization from the higher-level perspective and the inter connectedness of various events taking place in the organization. If we don’t get the perspective of systems thinking, then youContinue reading “Systems Thinking- A Perspective”

In my previous Knowledge Nuggets – Part 1- I have covered Kano Principle. Next step is CTQ Drill Down to identify the Project Drill down exercise is to move from generic statement of a customer  (Voice of Customer)to specific. It is to find out focused problem statement. Following are the components in the CTQ Drill Down Exercise.  VoiceContinue reading “Knowledge Nuggets Part 2-CTQ Drill Down”

Customer experience is a fascinating area for me. I love Six Sigma and consider it as a science in the world of Quality. Six Sigma starts from Customer for any improvement journey. What is Digital Customer Experience? Digital customer experience is the sum of digital interactions between a customer and a company and the resulting impression / emotion / experienceContinue reading “Digital Transformation of Customer Experience and Robotic Process Automation ( RPA)”

It is always interesting and insightful to do Process analysis using Hypothesis Testing in a Transactional Process: I encountered a scenario when I was trying to resolve Lead time reduction in “Customer Call Resolution” across multiple locations. The challenge was unlike in manufacturing where the process parameters and other factors are standardized largely, here theContinue reading “Six Sigma and Power of Statistics for Problem Solving”

Change management is one of the challenges for successful deployment of any initiative be it Lean or six sigma or Business Excellence. The critical factor is how effectively we bring the CHANGE. People are aware about change and feel change is inevitable but they don’t change. As a change agent I always encounter this challenge.Continue reading “Change Management!”

In my previous blogs I have covered the following: Background and nature of service industry / sector highlight the uniqueness of this sector. https://wordpress.com/block-editor/post/excellenceaninnerinsight.home.blog/64 Contrasting Manufacturing Vs Service Sector. https://wordpress.com/block-editor/post/excellenceaninnerinsight.home.blog/115 LEAN applicability in Manufacturing and Service Sector. In this blog I want to cover Lean Transformation in Service Sector with a case study! To achieveContinue reading “Lean in Service – a case study- Chapter 4”