Day Four: Focus Day & Site Visit

DAY 4: Thursday 30th October 2008 – Focus Day sessions (lunch included)

ALL DAY 9.00 – 16.00

9.00 – 16.00 FOCUS SESSION I: Early starters Lean deployment focus day

For those planning or just starting a Lean transformation there are probably four important questions to ask:

• 1. What do we need to do?
• 2. How can we make sure it works?
• 3. How can we make sure it’s sustainable?
• 4. How do we go about its implementation?

This session is specifically designed to give attendees answers to these four key questions. It is based around the ‘Staying Lean’ approach outlined by Professor Peter Hines in his earlier keynote presentation.

But how will this help my new Lean Six Sigma programme? The morning workshop session uses the Lean Maturity Matrix to help you to benchmark where you are on a Lean journey against the five key aspects of the ‘Staying Lean’ Business Model. It then guides you through how to develop where you want to be in three to five years time and hence identify the areas you need to work on. The afternoon session builds on this WHAT requirement with a series of interaction work sessions that will help you develop HOW you need to go about doing this. You will develop the basis of your own unique Lean Roadmap. This will include areas such as: Strategy Deployment, Leadership, Lean Champions, Lean Coaches, Training, Communication, Reward & Recognition, Value Stream Mapping, Process & Project selection and Monitoring and Assessment.

Professor Peter Hines
Chairman, Lean Enterprise Research Centre
Cardiff University

OR

9.00 – 16.00 FOCUS SESSION J: Delivering customer value focus day

9.00 – 12.00 A step-by-step deployment guide to creating a customer focused process

• 1. Measuring the current customer experience: understanding the perception of your business
• 2. Defining what the customer wants and setting operational benchmarks that will meet and exceed expectations
• 3. Re-designing your processes with the customer and their value proposition in mind
• 4. Tracking improvement and quantifying this into tangible results to prove ROI and analyse effectiveness
• 5. Sustaining customer focus after project completion

Brian Monakali
Senior Manager, Lean Six Sigma MBB
Lonmin Platinum

12.00 – 13.30 From understanding to improvement: Using NPS data to drive improvement programmes In this focus session Peter will outline the critical factors to Virgin Media’s journey of understanding customers, through the use of Net Promoter© Scores (NPS), a Balanced Scorecard and driving Operational Improvement through the use of Lean Six Sigma tools and techniques.

Take away practical ideas for how to use NPS as part of your improvement programme and optimise your capacity to deliver value to the customer.

• Gathering meaningful customer and performance data through NPS: Using the verbatims to really understand the data
• Translating NPS into operational measures: From NPS data to critical to quality requirements
• Creating our balanced scorecard: Deriving the operational Balanced Scorecard with NPS at the core
• Driving your improvement programme: Finding the right things to fix

Peter Evans
Director of Quality and Operational Excellence
Virgin Media

13.30 – 16.00 Understand and deliver to customer needs to improve customer satisfaction and retention

• Creating a framework to gather the voice of your customer (VOC)
• Enabling a utility to deliver feedback on service levels
• Standardising how your organisation gains customer requirements to deliver corporate vision as opposed to individual department goals
• Deploying a leading best practice “4 lensed approach” in conjunction with Six Sigma: Voice of the customer, business, process and regulation

Hannah Ridsdale
Lean Six Sigma Project Manager
HSBC

Mark Russell
Lean Six Sigma Project Manager
HSBC

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