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"Survey

Do You Understand Your Survey Results?

Many companies spend considerable amounts of money on customer and employee surveys every year. The survey results are used to amend strategies, design new products and services, focus improvement activities, target staff development activities and … to celebrate success.

The question is: Can we always rely on what we see?

"Wilcox

Making Sense of the Wilcoxon Test

At MyInsurance, survey results have been collected in 2017, 2018 and 2019. The rating was done on a 10-point Likert ranging from 1 … very poor to 10 … outstanding. As always, the upper 3 points, i.e. 8, 9 and 10, are seen as customer is satisfied. All other ratings are undesirable. How did MyInsurance do over the years?

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Demystifying Lean Six Sigma

MYTH: LEAN SIX SIGMA HAS MANY TOOLS I DO NOT NEED. Certainly, life is much easier without the need to choose between 50 advanced tools for problem solving. However, if the only tool available is a hammer, everything looks like a nail. In reality, there is a multitude of process problems that need more than a hammer…

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Beware the Hawthorne

“We have great news for you. Our project is delivering results already.” The team is all smiles when they give this update during the project meeting. The carefully prepared graphs unveil a remarkably shorter time for the whole process, from customer request to delivery of results. “We have applied a hypothesis test and the result is significant with a p-value of flat zero!”

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Continuously Innovating Highly Effective Processes

Just some weeks ago, I filed my tax in Singapore. It took me about twelve minutes at my computer at home on a Sunday afternoon in April. It was not straight forward, I needed to make some amendments and additional inputs to what IRAS had already prepared for me. Yet, it was really easy to understand, very effortless to do and I have the strong feeling I did not make a mistake. Twelve minutes. Really.

"test

Making Sense of Test For Equal Variances

Three teams compete in our CHL business simulation. After completing Day One, it looks like the teams show a very different performance. Although the means look very similar, the variation is strikingly different. To test this assumption of different variation among the teams, the Test for Equal Variances is deployed.

"Kano

Make Use of Your Survey Data – Kano It

Nearly all medium-size and large companies spend hundreds of thousands or even millions on customer surveys every year. Customer survey results serve to amend strategies, design new products and services and focus improvement activities. Gathering customer survey data is only the first step.

"Two

Making Sense of the Two-Proportions Test

Consider a production process that produced 10,000 widgets in January and experienced a total of 112 rejected widgets after a quality control inspection (i.e., failure rate = 1.12%). A Six Sigma project was deployed to fix this problem and by March the improvement plan was in place. In April, the process produced 8,000 widgets and experienced a total of 63 rejects (failure rate = 0.79%). Did the process indeed improve?

"Lean

Working Capital Meets Lean Six Sigma

Working capital is influenced by a complex system consisting of external and internal factors as well as strategic decisions. External drivers are composed of economy, cost of capital, regulations and market position. Strategic decisions include geographies of customers and suppliers, customer mix and vertical integration. Tactical factors are policies, processes and metrics, systems and tools and also the degree of execution of the former.

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