The Kaizen Way

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The Kaizen Way

• By Dan Lafever

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Across the support center world, challenges are
increasing

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Your job is to do more with less

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Your staff will sink if you do nothing

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Your staff will soar when you make the right
moves

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3 steps to get a continuous improvement program
off the ground

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1.Start where you are

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Know your current situation

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High abandon rate

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We cant get through

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We need more analysts

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Use existing tools
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Six Sigma
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Kaizen-make it a little better
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Mentoring
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Start where it hurts
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Availability
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Inefficient processes
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Poor resource allocation
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2. Take small steps forward

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Begin with yourself

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Set time aside for improvement

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Educate yourself

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Look for the best opportunity

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Include others

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Invite others to improve with you

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Conduct a kaizen session

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What can be improved today?

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Improve within your control

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Quick and Easy Kaizen

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Record and capture improvements

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Some will resist

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3. Focus on improving, results will come

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Kaizen session results

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Password improvements

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Outlook improvements

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IPCM improvements

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Quick and Easy Kaizen

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Over 150 in 2 years
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Simple and small changes
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Tied to incentives
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Results

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Abandon rate

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2008 Survey data

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Recognition and honors

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1.Start where you are

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2. Take small steps forward

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3. Focus on improving, results will come