We know that customer delight differentiates any company
from its competition. And no matter its size — any
organization can benefit from an organized approach to
process improvement.
Lean and Six Sigma need not be complicated or
cost-prohibitive. Simple tools, simple questions and common
sense enhance customer experience, maximize growth and
profitability — regardless of business size and structure.
Bottom line: Any business can benefit from the
customer-centric focus of Lean and Six Sigma. The keys are:
- Develop a customer strategy and measures through a
sound business architecture
- Set goals for breakthrough improvement with a Hoshin
plan
- Understand your business through process mapping
- Execute strategy with experienced resources
Our Approach:
Our Lean and Six Sigma solutions are
fully-customized to client needs. So whether you want to
roll out and enterprise-wide program with strategy and
training, or you want to leverage proven tools, techniques
and processes to enhance your change management
methodologies, DeLeeuw can work with you to identify and
implement the best solution for you.
Strategy: Know what your customer sees
DeLeeuw helps clients gain a better understanding of
customers’ experience and work with clients to develop
customer-centric strategies. This results in a view of the
organization that is focused on creating customer service
excellence. This begins with executive coaching and Hoshin
planning — building the infrastructure for sustainable,
repeatable process improvement.
Process: Know where improvement begins
Companies must understand their current environment and
end-to-end processes in order to improve them. DeLeeuw works
with clients to document their current environments,
identifying pain points in delivery processes — including
data and voice of customer collection, and prioritizing
process improvement initiatives.
Knowledge: Gain power to sustain improvements
A culture of continuous process improvement starts with
knowledge transfer and incorporates best practices learned
within the organization. DeLeeuw’s approach is simple:
train, certify, partner with and support stakeholders in
real-world projects, creating the knowledge and power an
organization needs to create continuous, sustainable
benefits and returns on investment.
Resources: Implement and support change
DeLeeuw partners with clients to identify and execute key
projects for change. Our professionals combine line of
business knowledge with Six Sigma certification, providing
clients with the right resources to support and implement
change.
Download a
FREE white paper on Using Six Sigma to Introduce
Customer-Centered Services
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