Sr. QA Helped Increase Resolution Rate from 7% to 51% - Gets Green Belt Certified

Originally Published 5.23.2017

MAKATI CITY, Philippines - February 2017, Ace Angelo Pabalan, Senior Quality Assurance Analyst at FactSet Philippines, Received his Lean Six Sigma Green Belt Certification after increasing the "Project Resolution Rate" from 7% to 51%.

In Mr. Pabalan's workplace, they have a process where an employee can raise an idea related to their process, application, or support functions. These ideas then take an average of 44 days to move and be implemented. After completing his project, the average count of days before an idea is rolled out has been halved and the project resolution rate rocketed up to 51% - a 44% leap in less than a year!

"...Being certified took me to the next level, which is training our local employees with Lean Six Sigma concepts and philosophies. It is satisfying in a sense that I serve a greater purpose not just instilling new knowledge but helping them work on their own projects as well..."- Ace Pabalan, CSSGB


Of course, we wanted to share with more Filipino professionals the story behind such results. This is why, we conducted a one-on-one interview with Ace so that he may share the details and some tips for those who are currently planning or taking their Lean Six Sigma Certification - All you need to do is scroll down a little further, and all the details are there!

Go Ahead! Be inspired, Be awesome.

Q. What prompted you to take the Lean Six Sigma Workshop?

5 years ago, our in-house trainers in my company introduced the Lean Six Sigma philosophy to us. One of my close friends encouraged me to take up this workshop outside the company to get myself certified. I wanted to pursue further study related to my interest and my line of work and this was it! 

Q. What Prompted you to start your project?

I already started my initial project right after we finished the workshop and the examination but due to roadblocks related to my stakeholders, I need to close it out. A year after that, I moved to a new position in my company and I attempted a second project. I made sure they saw the benefits of my new project by working on the mistakes I made on my initial attempt.

Q. What was your project about?

We have a process where an employee can raise any idea whether it is related to a process, the application they are using, or support functions. From the time I started doing the project, the resolution rate had an average of 7% for a quarter. In effect of the low-resolution rate, it takes 44 days for an idea to be rolled out or implemented. 

Q. What was it like for you, starting up and executing your own project?

It was easy as the handouts were very helpful for me in order to prepare my storyboard. Getting the approval of both the local and offshore sponsors was relatively easy, as the process that I worked on needed significant improvement. The only problem I had was the manual collection of data, which took me at least a month to finish.

Q. What was/were the key element/s that led to the success of your project?

My sponsor played a key role as they supported me in getting the buy-in of all assistant managers affected by my project. From there getting data, implementing the action item, and following up was easy on my end. Making sure your sponsor understands what you are doing will help you be in control of the progression of your project.

Q. What were the results of your project? 

​After completing the project, our content group was at a 51% resolution rate this January 2017 from 7% last March 2016. My sponsors and stakeholders were delighted to see the benefits that we have in this project and see most of the ideas of employees being implemented. As part of the process improvement team, Lean Six Sigma philosophy and concepts will definitely be my weapon in making sure, we make the right decisions in order to improve the quality of our work and processes

"That's one reason why companies give high value to Certified Lean Six Sigma individuals. One does not just attend a program and receive his certification but has to successfully apply and show proper use of tools and methodology with actual work processes. One has to earn his Lean Six Sigma certification,"- Rex Tuozo, “The Six Sigma Guy” 

Q. What was the impact of your project on your company?

The impact was significant because from an average of 44 days, before an idea was implemented, it was reduced to more than half, which was at an average of 18 days. Although we do not have the written feedback, we have been receiving verbal feedback from the employees who are now satisfied with the turnaround of their entries and they are willing to share more ideas in the coming months. Even if there is no direct financial impact for this project, faster implementation of employee ideas leads to a more efficient process and better in-house applications.

Q. What was the impact of being a certified Lean Six Sigma Green Belt on you as an individual / professional?

Just completing a Six Sigma project was already a huge accomplishment as our senior management wanted to have the team leaders and assistant managers take the lead in their respective teams and departments in creating a Lean Six Sigma project of their own. Being certified took me to the next level, which is training our local employees with Lean Six Sigma concepts and philosophies. It is satisfying in the sense that I serve a greater purpose not just instilling new knowledge but helping them work on their own projects as well.
 
Q. ​What would be your message to those who are currently taking/planning to take the Green Belt Program or those who are currently conducting their own projects?

I did everything on my own, until such time I sent my storyboard to my mentors Rex and Erwin. They had a lot of comments for revision on my end. I told myself I should have gone through with the consultation with them along the way, which could ease the progress of my project. Always remember the Lean Six Sigma Philosophy “We don’t know what we don’t know”. Data is the key to progressing with your project. The best advice I can share with you is to dedicate a specific time in a week/day where you focus your effort solely on your Six Sigma project. Give at least 3-6 hours a week. If you have a job and you worry this will eat up your time, learn to manage it. This will not hurt you from your daily work routine. It would actually help you in the end. Always tell yourself there should be no excuses. Roadblocks will always be there, the stakes are high and it is not going to be easy. It is up to your willingness and effort if you want to progress and be successful with what you do.

Q. Is there anything else that you'd like to share about your experience?

This program inspired me to move to our Quality Assurance department handling process improvements of different departments. Being the first one to complete a Lean Six Sigma project for our company here in Manila, they look up to me as one of the ambassadors in promoting Six Sigma culture. I am up for the next challenge to make Lean Six Sigma a culture and have that mindset instilled in every individual in our company. Before I transferred to the Quality Assurance department where I am right now, I had a long conversation with the VP from my previous department. He once said to me “Push yourself to a point that you don’t need to ask anyone’s help to finish what you are doing. If you don’t know what to do, take a moment to understand why and do something to overcome it”

To be certified in Lean Six Sigma, one has to complete an actual Lean Six Sigma project and apply process improvement tools, methodology, and techniques learned in class. "That's one reason why companies give high value to Certified Lean Six Sigma individuals. One does not just attend a program and receive his certification but has to successfully apply and show proper use of tools and methodology with actual work processes. One has to earn his Lean Six Sigma certification," Tuozo said. "If you attend our Lean Six Sigma programs, unlike other training providers, you get continuous support after the program, for no additional cost. You'll be assigned a Black Belt to help you complete your project," Tuozo added.

"If you attend our Six Sigma programs, unlike other training providers, you get continuous support after the program, for no additional cost. You'll be assigned a Black Belt to help you complete your project," –Rex Tuozo, “The Six Sigma Guy"

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