Service/Transactional Delivery

10:15 a.m. – 11:15 a.m.
Session A2: A Lean Approach to Improving Service Call Center Performance
Presenter: Shaveta Datta
Session A5: Sustaining Lean – Ensure Your Effort Is Not the Next Flavor of the Month
Presenter: Robert Petruska
Session A6: Overcoming Challenges of Lean Deployment in Healthcare Systems – Proven Strategies
Presenter: Javaid Cheema

11:30 a.m. – 12:30 p.m.
Session B2: How to “Lean” your Documentation in Five Days or Less
Presenter: Vic Nanda
Session B4: Data in the Abstract Has Little Value
Presenter: Brandon Theiss

2:00 p.m. – 3:00 p.m.
Session C4: Experimenting with Continuous and Categorical Factors
Presenter: Steve Bailey
Session C5: Lean Handbook Journey
Presenter: Anthony Manos

3:30 p.m. – 4:30 p.m.
Session D3: Building and Revitalizing a Sustainable Lean Capability in an Already Successful Organization
Presenters: James Zurn and Roland Cavanagh

9:15 a.m. – 10:15 a.m.
Session E6: Increasing “Net Promoter Scores” with Six Sigma
Presenters: William Maloney and Edward Collins

11:00 a.m. – Noon
Session F1: Six Sigma for Sustainability: Green Lean Six Sigma
Presenters: Harriet Nembhard and Lou Johnson
Session F3: How Kaizen Powered by Simple Process Mapping Can Transform Government Processes
Presenter: Chad A. Smith
Session F4: DoE for Service Processes: Benefits and Challenges
Presenter: Jiju Antony
Session F6: Intel Finance: Optimizing Processes Using LSS
Presenter: Joseph Pokorski and Sharlyn Stocker

1:30 p.m. – 2:30 p.m.
Session G2: Operational Risk Meeting + Six Sigma = Success
Presenter: Roberta Pek
Session G5: The Evolution of Six Sigma in the Quality Journey of Ford
Presenter: Mary Beth Soloy

2:45 p.m. – 3:45 p.m.
Session H2: Operational Excellence with a “Human Face” in a BPO
Presenter: Viswanathan Balasubramanian
Session H3: The Cultural Challenges of Sustaining Lean in a Low Volume/High Mix Environment
Presenter: Markus Reiter