Knowledge Management
- 1. Submitted to: Mr. Supratik Ghatak Submitted by: Aparna Nair - A7
- 2. Lean Six Sigma Lean Six Sigma Reduces waste by streamlining a process Reduces defects by solving problems effectively Solving problems and improving processes and eliminating wastes
- 3. Verizon tailored version of lean six sigma to transform its culture, improve customer satisfaction and increase profitability and shareholder value Deployed across the organization in 2012 One of the initial VLSS initiatives focused on Learning Effectiveness and resulted in reduced training time and savings worth close to $4 million by the end of 2012 What is VLSS program? Team of experts who continuously improve and guide the organization to adopt and implement VLSS into their operations
- 4. Key steps in VLSS Identify current and future state gaps Implement process changes Monitor results to ensure sustained results Addition of certifications through VLSS program: ◦ Master Black Belt ◦ VLSS Initiative Champion Training ◦ VLSS Basic ◦ Employee VLSS Awareness ◦ Green Belt Training These VLSS certification employees are deputed to specific process programs requiring process improvement that fall within their area of expertise. Based on their performance they are awarded the belt
- 5. Define Measure AnalyzeImprove Control Define the problem statement. What is the core problem that is being faced? Measure the current process of data collection. Understand how the existing process works. Analyze and identify the cause of the problem Improve the process by providing a solution to the problem Control and Sustain the new solution and measure the results
- 6. Cost Cutting Time wastage minimized Identification and removal of redundant processes/steps Identification and removal of duplicate/non-value addition processes/steps Streamlining of processes Increased engagement of the employee, greater accountability Transparency amongst all the levels of the organization
- 7. Problem: Customers returning their phones thinking they were defective and asking for a replacement device. Happened at more than 1,700 Verizon Wireless stores across the country, every day. Approach to Solution: Listened to and analysed customer calls to find out what customers were reporting was wrong with their device Engineers replicated the problems in their centralized testing labs Found out 2 problems: Device Problems • Implemented VLSS process-improvement projects to work with device manufacturers to engineer the hardware and software problems out of the devices Training and Education Problems – neither the user nor the sales person was well versed with the device • Implemented process-improvement projects to better train the service personnel More than 20 separate process improvement projects were implemented continually with the aim of ameliorating the issue at hand Number of phones that were to be replaced dropped by 70% post the process improvement implementation RESULTS: