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Implementing Operational Excellence in Customer Relations.

An insurance group has trained its Green Belt teams to master Lean Six Sigma tools, lead optimization projects, and take on the role of project manager.

Implementing Operational Excellence in Customer Relations.

Create a network of Green Belts capable of supporting the group’s operational transformation.

USE CASES

Teams trained to turn Lean tools into tangible results on the ground.

Background

A major French insurance group sought to strengthen the implementation of Operational Excellence. Management decided to train the teams responsible for customer relations, which included both expert advisors and front-line managers. Green Belt-certified employees, who devote 20% of their time to continuous improvement initiatives, were tasked with leading projects to optimize processes and improve performance.

It would have been a sure thing if:

  • The Green Belts understood the purpose and use of the tools.
  • The Lean projects had begun.

The process:

Facilitation of an in-house Lean Six Sigma Green Belt training session at our Lean Durable® training plant in Nantes:

  • Focus on cultural transformation and workflow optimization, including the development of facilitation skills and the implementation of managerial standards in the service sector.

  • Strengthening project management skills and acquiringstatistical tools to analyze variations in the identified processes.

  • Certification based on a real-world project being carried out at a company (currently in progress).

Our results:

  • Participants who are comfortable with statistical process control and able toapply itin their field.

  • A thorough understanding and mastery of the role of project manager in Operational Excellence.