Featuring: Joe Hulseman, Lean Six Sigma Master Black Belt, Avis Budget Group
You’ve done a great job improving a process in one area of the business. In an ideal world, that successful process change would be adopted at all site locations. But what usually happens next? All too often, the answer to that question is, unfortunately, “not much.”
That’s not the case, though, at Avis Budget Group (ABG), a leading global provider of vehicle rental services. ABG utilizes a dedicated team of 90 PEX Leaders around the globe to improve and standardize the customer car rental experience. This model uses projects that are replicated at multiple locations and is designed to enhance the customer experience.
But how do they achieve that when they have over 30,000 employees and more than 10,000 rental locations? And why is project replication so important to the customer experience?