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Voice of Customer Lean Six Sigma Deployment  and Business Architecture
Position on Learning Curve – Measure of Culture & Readiness for LS  Continuous Improvement Maturity Assessment Model
CI Knowledge and Application <ul><li>CI Basics: </li></ul><ul><li>Metrics </li></ul><ul><li>Scorecards </li></ul><ul><li>B...
VOC Business Architecture: Traditional Business Architecture View
VOC Business Architecture:  Traditional Business Architecture View How the customer puts together the company:
VOC Business Architecture: Straight-through, end-to-end process view Sales Fulfillment Service Management Processes  Suppo...
VOC Business Architecture: Who touches the customer in different moments of truth? Getting a loan In a branch Getting Stat...
VOC Business Architecture: Business Framework Customer Process Bank Macro Process
VOC Business Architecture: Business process summary
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Voice of Customer - Lean Six Sigma Deployment and Business Architecture

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Voice of Customer - Lean Six Sigma Deployment and Business Architecture

  1. 1. Voice of Customer Lean Six Sigma Deployment and Business Architecture
  2. 2. Position on Learning Curve – Measure of Culture & Readiness for LS Continuous Improvement Maturity Assessment Model
  3. 3. CI Knowledge and Application <ul><li>CI Basics: </li></ul><ul><li>Metrics </li></ul><ul><li>Scorecards </li></ul><ul><li>Business Reviews </li></ul><ul><li>Simple Problem Solving </li></ul><ul><li>Voice of Customer </li></ul>Continuous Improvement Process: “ Pull versus Push” Based on Time Start CI Achieve Way of Life Develop Capability CI Basics Curve Six Sigma Curve Start CI Achieve Way of Life Develop Capability Time Processes Documented Processes Controlled Processes Improved
  4. 4. VOC Business Architecture: Traditional Business Architecture View
  5. 5. VOC Business Architecture: Traditional Business Architecture View How the customer puts together the company:
  6. 6. VOC Business Architecture: Straight-through, end-to-end process view Sales Fulfillment Service Management Processes Supporting Processes Customer Need Customer Satisfied
  7. 7. VOC Business Architecture: Who touches the customer in different moments of truth? Getting a loan In a branch Getting Statement
  8. 8. VOC Business Architecture: Business Framework Customer Process Bank Macro Process
  9. 9. VOC Business Architecture: Business process summary

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