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Timeshare Resort Group rolls out Lean Six Sigma program
-- Program aligns most critical initiatives with overall strategy and customer focus --
Business Challenge
Cendant Corporation is among the world's leading franchisers of real estate brokerage offices, hotels, rental car agencies and tax preparation services. Cendant is also a provider of outsourcing solutions to its business partners including mortgage origination, employee relocation, customer loyalty programs and vacation exchange services.
After attending a Lean Six Sigma Roundtable sponsored by CSI-DeLeeuw, Steve Holmes, Chairman of Cendant's Hospitality Services Division, made the decision to bring engage CSI-DeLeeuw to implement a Lean Six Sigma program in their organization. "In looking for a way to galvanize the execution of projects in my organization, I was impressed by the unique capabilities of CSI-DeLeeuw to offer Lean Six Sigma solutions for service organizations in an unparalleled way. Lean Six Sigma is all about obtaining immediate results to heighten performance. Through my personal participation in the executive launch and project selection process, I witnessed the power of aligning our most critical initiatives with our overall strategy and customer focus."
CSI Solution
CSI-DeLeeuw, working with client partners, designed and customized Lean Six Sigma implementation program that included:
- Personal coaching about Lean Six Sigma
- Project selection and prioritization
- Lean Six Sigma team orientation and project kick-off
- Execution of three to four priority projects in a Lean Six Sigma model
- Development and documentation of Lean Six Sigma methodology specifically geared for Cendant’s Timeshare Resort Group
CSI-DeLeeuw's focus on a complete, integrated methodology that reduces complexity and creates sustainable business process optimization provides a complete solution to business transformation. Working with key stakeholders, management, project sponsors and process owners, CSI-DeLeeuw conducted an Executive Summit designed to build management support of Lean Six Sigma and create a common understanding of the approach and required commitment. Then Sponsor training was conducted where CSI-DeLeeuw worked with Cendant's process owners to valuate, prioritize and select process improvement initiatives. Lean and Six Sigma training was customized to Cendant's organizational model. Training and project deployment are usually implemented as an integrated process, so process owners and team members learn as they implement--providing the best knowledge retention and return on investment.
Return on Investment
Neil Aaronson, senior vice president of Cendant Corporation, and champion of the Lean Six Sigma for the Timeshare Resort Group, stated, "At the heart of Cendant's Timeshare Resort Group's continuous improvement initiative is the establishment of process ownership and accountability. Lean Six Sigma accomplishes this by actively engaging managers, process owners, key stakeholders and enablers as project sponsors. It is my belief that CSI-DeLeeuw has brought significant value by combining on-site executive and sponsor training as well as exceptional coaching skills to support the first wave of Lean Six Sigma projects. In a short period of time, we have translated strategic plans into well defined actionable projects."
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