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involvement is the key to
understanding your customers.
Your front-line employees want
their interactions with the
customers to be pleasant and
add value. By involving them in
the root cause analysis, they
can share their perspective of
interaction with the customer.
We all want to be heard, even
if our ideas cannot be adopted.
The Lean Six Sigma
methodology is important
because the use of tools
engages your employees in the
processes that satisfy your
customer. The tools are not
something that just checks off
a box. The tools are the way to
have critical conversations and
obtain the data that is needed
to solve the problems in a safe
environment that does not
involve blame. When front-line
employees see the open
environment, they move from
seeing their executives as
managers to seeing them as
leaders that they are willing to
follow based on trust, not just
the title.
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