Zero Escalations for 4 Months - Team Lead Gets Green Belt Certified
Originally Published 3.20.2017
MAKATI CITY, Philippines- February 3, 2017, last day of Six Sigma PH’s Belt class (Wave 21), Dick Micah Galeria, gained his Lean Six Sigma Green Belt certification after reducing Process Cycle time by 2 days. Originally 8 days, this reduction resulted in an improved CSAT rate, commendations received from clients, an annual cost savings of 287K Pesos, and zero escalations for the whole four months!
"Do not be the “I know ALL” facilitator. Always remember that your goal is to set the right path and help the team solve the problem." Dee Galeria, CSSGB
On the day of his certification, "Dee" gave the graduating class a few tips to inspire and encourage them to pursue their green belt certification, he also left a few pointers for the wave that can aid them if they do so.
Luckily for us, he agreed to have a one-on-one interview so that we may be able to inspire more professionals around the world with his story. Furthermore, this article is our interview with Dee, where you can get helpful tips and insights if you are currently pursuing or are planning to pursue Lean Six Sigma Certification.
Go ahead, be inspired, and be Awesome!
Q. What prompted you to take the Lean Six Sigma Workshop?
A. I was looking for new knowledge to expand my skill set. Lean Six Sigma revealed itself to me when I saw the ads on Facebook. After reading and consulting about it, and receiving very positive feedback I decided to take the course.
Q. What Prompted you to start your project?
A. After the program, we became eager to apply the learnings we acquired. So we decided to look into the processes and identify the problems why we're not hitting the service agreement.
Q. What was your project about?
A. The project is all about the reduction of cycle time from 10 days to 8 days of processing.
Q. What was it like for you, starting up and executing your own project?
A. The idea is to cascade the learnings and educate the team members to think about improvement. The passion to improve the process should come from them since they are the ones who are doing the process. The more they understand what they are doing the more they are engaged.
Q. What were the results of your project?
A. We were able to reduce the cycle time and were able to deliver ahead of the agreed timelines and more importantly, I was able to share the knowledge with the team.
Q. What was the impact of your project on your company?
A. Aside from reducing the cycle time, we have been able to improve our CSAT by achieving zero escalation for the past 4 months and receiving commendation from the Clients; Equipped the team with improved skills and motivated them to think more about the process and quality improvements; and a projected annual savings expenses of P287, 300 for Over Time work.
"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 being a certified Lean Six Sigma Green Belt on you as an individual?
A. It changed my perspective in looking at things, especially on processes.
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?
A. Never quit! Focus on the learnings instead of disappointments and issues. Be creative and equip the knowledge that you learned from the program with your own style of facilitation.
Q. Is there anything else that you'd like to share about your experiences?
A. Do not be the “I know ALL” facilitator. Always remember that your goal is to set the right path and help the team solve the problem. Give your advice if necessary but solicit and extract as much knowledge and information from the team, Most of the ideas especially during RCA, and solutions should come from them. Executing the action items is easier when a solution comes from them.
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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