e-Zsigma Six Sigma Training Designed Specifically for Financial and Shared Services Industry Environments Promises Guaranteed Results.

SERVICE INDUSTRY BUSINESSES – UNIQUE ENVIRONMENTS AND CHALLENGES DICTATE A HIGHLY SERVICE  INDUSTRY SPECIFIC
SIX SIGMA APPROACH.

Financial services organizations, customer support centres and healthcare organizations are unique environments that face unique challenges.  These businesses are in great need of breakthrough improvements in performance, centered on critical customer need. However, in these businesses, breakthrough improvements in performance simply cannot be met with traditional Six Sigma methodology and training. Extensive analysis and review of the service-based culture and environment has defined substantial differences from the manufacturing environment.  This includes the issues faced, as well as the methodology required to address those issues and to obtain meaningful and lasting positive change.

IN THIS HIGHLY COMPETITIVE ENVIRONMENT, FAILURE IS NOT AN OPTION.

Critical customer need must be met continuously and without error. If it isn’t, customers will simply and easily go elsewhere. Numerous studies have shown that roughly 62 percent of change initiatives in service industries fail due to lack of relevant solutions, lack of leadership support, poor communication, inadequate training and mentoring, poorly defined projects, and most importantly, neglect of the cultural or human side of change.

The bottom line - in service-based organizations, the standardized approach to Six Sigma simply will not work.  It leaves critical value on the table. It is an awkward fit.

CONSIDER THE FOLLOWING DEFINING DIFFERENCES:

• The issues arising in service businesses are more complex and dynamic due in great part to the high degree of human involvement.
• Unlike a mechanized, hardware and software driven manufacturing environment, there are typically several internal and external customers involved in any given transaction.
• The measurements required to monitor processes are different than those found in manufacturing environments, and therefore, the metric tools are different.
• Service organizations are thought to be task driven rather than process driven. Yet, these task driven activities are still processes – and process management can be the single greatest factor in adding value to work.
• In a manufacturing environment, decisions are based on adjusting machines or software using tangible criteria and specifications. Conversely, in service businesses, most decisions rely on the judgment of a human and the criteria are much less precise. Process changes are people issues – not machine chemistry or tooling issues. In addition, many true decision points are hidden and not even considered as decisions. Hence, the potential for error, delay, inaccuracy and waste is far greater.
• In Six Sigma for manufacturing, much has been made of the normal curve and reducing variation (changing its centre or mean point) as a key indicator of success.  In service businesses, time, money and counts are the most accessible points of measurement.  In terms of actual continuous measurement, time is virtually the only factor consistently available.  (Financial measurements will almost always be lagging indicators.)

E-ZSIGMA SIX SIGMA TRAINING LEADS TO TOTAL CUSTOMER SATISFACTION AND RETENTION, WHICH DRIVES MARKET LEADERSHIP, TOP LINE GROWTH AND SHAREHOLDER VALUE.

Traditionally, Six Sigma has addressed service-related issues with only one tool kit – that found in most manufacturing curricula. Evidently, to realize Six Sigma’s full impact on business results, service companies must focus on a different set of issues. Getting optimal results requires the best possible, most environment relevant tool kit and improvement methodology. Even incremental waste not addressed and value left on the table can define the difference between real success and less than optimal results.

IMAGINE YOUR COMPANY WHERE THE CUSTOMER EXPERIENCE IS NEVER LEFT TO CHANCE.

YOU DELIVER THE SAME HIGH QUALITY CUSTOMER EXPERIENCE EVERY MINUTE OF EVERY DAY WITHOUT ERROR OR VARIATION.

e-Zsigma Six Sigma training is designed specifically for your unique environment. Our Black Belt training program effectively addresses the dynamics and specific needs inherent in a service-based environment. Outmoded practices are eliminated, unique strengths are harnessed and simple, effective processes are created, leading to total customer satisfaction.  Our programs deliver GUARANTEED RESULTS, results and performance guarantees not found in the traditional approaches taken by most Six Sigma consultancies.

DON’T LOSE CUSTOMERS. DON’T LOSE REVENUE. DON’T WAIT ANOTHER DAY.

Find out how e-Zsigma can lead your company to a far higher degree of success.

e-Zsigma
There is simply no other way to succeed.
www.e-zsigma.com