Lean Six Sigma – let’s bridge the Gap

In my encounters I am frequently asked the question of what is the difference between Lean Six Sigma (LSS) and Customer Experience Management method (CEMMethod). Often the question is prompted as a consequence of the huge investment many large corporations have made into up-skilling their people and processes to LSS. Many times those same executives are querying the return on those investments and hence now looking at more progressive alternative approaches to evolve their business performance.

For those familiar with Outside-In thinking and practice the difference is fundamental however if you haven’t been exposed to such training or working in one of the worlds leading Outside-In companies it would be good to have a short comparison of the key thematic differences.

In the interests of full disclosure I was an Industrial Engineer qualified as a Lean Master and Six Sigma Master black belt and I see and witness the significant differences everyday. Does the implication of the difference mean we should abandon LSS? No, far from it. In fact integrating the Outside-In perspectives into existing programs is a proven tried and tested way of advancing LSS to the centre stage of winning performance.

Case in point is a North American plastics extrusion company. They had previously been a powerhouse of Six Sigma, grown into and become a Lean ‘Toyota way’ dynamo only to run into the problem of diminishing returns. Investing just as much in getting better the decreasing returns and eroding margins made it an issue at the top table. In true pragmatic Texan style (their CEO is from Dallas) they embraced Outside-In big time. Over 6-9 months people were upskilled and let loose to transform the organisation. Not only did they save their bacon they are now a world leading company. And what do they call their program? OIL – Outside-In Lean. Nice eh?

So be pragmatic. Look for the bridges from here to there and you can have the best of both worlds.

Table 1: Comparison of some differences between Lean Six Sigma and the CEMMethod(tm).

Other resources to explore:Outside In The Secret: www.outsideinthesecret.comCEMMethod: www.cemmethod.comCertified Process Professional: www.certifiedprocessprofessional.com

The post Lean Six Sigma – let’s bridge the Gap first appeared on CX Obsession - for Process & Experience Professionals.

The post Lean Six Sigma – let’s bridge the Gap appeared first on CX Obsession - for Process & Experience Professionals.