The significance of understanding any Lean Six Sigma approach is to understand Human and Leadership Behaviors within an organization and consumer behavior towards an organization, how it complements teams focused on improving their business processes as compared to the traditional leadership models of resisting change.
The question most strategic thinkers and change management professionals ask is if they can both co-exist and deliver results in the frenzied digital era where responsiveness and innovation matter. In my personal opinion, therein lies the challenge for organizations wanting to make a difference in the new economy.
An unprecedented amount of information flows through organizations every day. But to what effect? A recent study by The Nair Consulting Group shows that most contact center managers have little or no confidence with the information they rely on to help them in critical decision making especially in a dynamic environment like a contact center.
Without the right approach or strategic thinking coupled with precise business intelligence, most of these managers struggle to turn all that noise, sound and superfluous information into sound decisions. Using Lean Six Sigma tools and a empowered leadership team that is driven by the voice of the customer, an organization can access the right information within a reasonable amount of time to make wise decisions that impact the overall customer experience.
Lean Six Sigma has helped many organizations within manufacturing over the last two decades and is making significant strides in the past few years within services primarily contact centers which rely on accurate and meaningful data. The key topics of the current business environment is about mitigating risk, making better decisions in real-time faster and most importantly increasing market share in a global marketplace.
It is crucial for managers to harness the power of this unique and powerful philosophy of continuous improvement in which the voice of the employee and the customer is not muted. As we head into the next decade and into the new year, there is a lot of hope for technology and innovative solutions within the realm of the contact center environment. Lean Six Sigma is one of the critical solutions that can assist many managers on their way to innovative solutions. Good luck and happy new year!
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