The 6th Six Sigma and Process Improvement Conference 2015 Leads C-Level Executives Towards Customer Centricity and Process Excellence
The 6th Six Sigma and Process Improvement Conference 2015 last April 29 – 30, 2015 at the Hotel Intercontinental, Makati City, PH, resonated well and positively received by C-level executives of Top 1000 corporations in the Philippines.
The conference featured 14 Process Experts and Six Sigma Master Black Belts in their respective fields, presented 16 relevant topics focused on Six Sigma, Process Excellence, Customer Centricity, Lean Thinking, Big Data, Change Management and Agile Leadership plus successful Case Studies on using Six Sigma tools for BPOs, Healthcare, Finance and Banking, and Telecom industries. Over 90 top-level executives attended the conference and left the conference with renewed passion for continuous process improvement to delight the customer.
The 2-day conference focused on the journey towards Process Excellence through Six Sigma tools for organizations to achieve customer centricity. Since Year 1 and until now on its 6th year, the conference has set the trend in process improvement, which the top corporations in the country have begun to align, appreciate and embrace through the years.
Norelyn T. Babiera, Vice President, Fiera de Manila, Inc., passionate about Six Sigma, Process Management, and Customer Centricity, pioneered Six Sigma Conference in the country
Organizations achieve Process Excellence when they are able to manage their processes end-to-end. Every transaction starts with the customer and ends with the customer. With this approach, the organization establishes an extended boundary that cuts across functional departments. Thus, processes flow freely and focus on activities, what is being done, rather than who does what.
Dr. Fred Ponsignon, PhD., Research Fellow in Service Management,
Centre for Innovation and Service Research, University of Exeter, Business School London, UK, presenting ‘Executing Process Excellence Program to Impact Improved Customer Experience and ROI’ and ‘Using Six Sigma in Process Measurement’
Six Sigma is a methodology and provides the tools for process improvement and excellence. The DMAIC approach measures variability in a process and works toward improving it by reducing variation to such a degree that standard deviation is controlled and the desired outcome can be achieved. This applies to both manufacturing and service industries, and both sectors have embraced Six Sigma as the holy grail to forge the link between process excellence and customer centricity.
Dr. Joel Lonzanida, PhD., Lean Six Sigma Master Black Belt, Lean Master, TRIZ Certified, Accenture, Inc., presenting ‘Building an “ABLE” Process Prior Optimization’
Corporations aim for Customer Centricity because they recognize that the customer is the lifeblood of the business. Having embedded customer-centric program in the company culture ensures repeat business. Peter Drucker, deemed to have ushered in the knowledge economy, says it well, ‘The purpose of the business is to create and keep a customer.’ Henry Ford, American Industrialist and Founder of Ford Motor Company, echoed the same thought by saying, ‘It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.’
Dr. Anna Bella S. Manalang, PhD., Associate Professor in Industrial Engineering and Director, Center for Lean Systems and Management, De La Salle University, Manila presenting ‘Lean Thinking and Agile Leadership as Game Changers’
Interestingly, this year’s edition of Six Sigma Conference goes beyond these methodologies and recognizes the element of change in any process improvement initiative. A topic on Lean Thinking and Agile Leadership were purposefully added to the program to give participants two approaches that will better prepare them for change management. As Charles Darwin would say, ‘It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.’
‘All the topics have been highly motivating for Six Sigma practice,’ says a participant from Ginebra San Miguel, Inc.
‘Great! Worth the 3 days of time investment away from work. Full packed, substantial, very enriching, very engaging!’ comments a Smart Communications, Inc. participant.
‘The conference is really good. It really helped me understand Six Sigma,’ quips another participant.
For more details, please contact: +632-8960639, 8960637, email: norelyn@fmi.com.ph visit website: www.fmi.com.ph