Lean Six Sigma White Papers covering topics such as: Lean Six Sigma deployment strategy, Lean Training, Business Process Management, Lean Methods in the service industry and Customer Satisfaction Survey Best Practices

Best Practice in Measuring Customer Satisfaction

Best Practice In Measuring Customer Satisfaction - Survey Scale | Rating Scale | CSAT Best Practices | Survey Methodology | Survey Design Best Practices

Managing Shrinkage in an Operational Environment

Shrinkage is a vital measurement in any Operational Environment, yet in my experience, it is consistently misunderstood and often measured incorrectly.

Best Practice in Measuring Customer Satisfaction

Failure Demand is the delivery or production of products and services downstream, as a result of defects in the system upstream.

Difference between Quality Control and Quality Assurance

Every organisation wants quality but is there a common understanding of what we actually mean by quality in each organisation?

The team are very easy to work with and all have credibility and an engaging style. I've really enjoyed working with the team.

Program Manager, Medical Services

I really enjoyed the session. It has given me a lot to think about with my coaching and a great new angle to approach performance. I would, in fact, say that I found it fascinating that we are able to look at our calls in that amount of detail.

Team Leader, Call Centre, Financial Services

The consultant has been excellent throughout the time he has worked with my team. Together, we have driven change and broken down barriers throughout the company, and this has returned great results over the last year.

Service Team Manager, Medical Services

The Lean Training course was great and I've come away from that with lots of energy and passion. I'm now looking forward to applying this to my work.

Fraud Controls Consultant, Financial Services

I feel LEAN is really valuable to any organisation and can give a fresh perspective to business processes that support the reduction in failure demand whilst balancing the needs of the customer and business.

Customer Service Manager, Medical Services