In my encounters I am frequently asked the question of what is the difference between Lean Six Sigma (LSS) and Customer Experience Management method (CEMMethod™). Often the question is prompted as a consequence of the huge investment many large corporations have made into up-skilling their people and processes to LSS. Many times those same executives are querying the return on those investments and hence now looking at more progressive alternative approaches to evolve their business performance.
For those familiar with Outside-In thinking and practice the difference is fundamental however if you haven’t been exposed to such training or working in one of the worlds leading Outside-In companies it would be good to have a short comparison of the key thematic differences.
In the interests of full disclosure I was an Industrial Engineer qualified as a Lean Master and Six Sigma Master black belt and I see and witness the significant differences everyday. Does the implication of the difference mean we should abandon LSS? No, far from it. In fact integrating the Outside-In perspectives into existing programs is a proven tried and tested way of advancing LSS to the centre stage of winning performance.
Case in point is a North American plastics extrusion company. They had previously been a powerhouse of Six Sigma, grown into and become a Lean ‘Toyota way’ dynamo only to run into the problem of diminishing returns. Investing just as much in getting better the decreasing returns and eroding margins made it an issue at the top table. In true pragmatic Texan style (their CEO is from Dallas) they embraced Outside-In big time. Over 6-9 months people were upskilled and let loose to transform the organisation. Not only did they save their bacon they are now a world leading company. And what do they call their program? OIL – Outside-In Lean. Nice eh?
So be pragmatic. Look for the bridges from here to there and you can have the best of both worlds.
Table 1: Comparison of some differences between Lean Six Sigma and the CEMMethod(tm).
Element
|
Lean Six Sigma
|
Customer Experience Management/Outside-In
|
Mind-set
|
Industrial Age
|
Customer Digital Age
|
Focus
|
Improve current work
|
Align to achieve SCO’s
|
Intent
|
Process will exist at the end of a review
|
Processes may be removed
|
Results
|
Focused on improving outputs
|
Focused on delivering Outcomes
|
Cost reduction
|
Triple Crown achievement (Cost/Service/Revenue)
| |
Structure
|
Accepts the functional hierarchy
|
Proposes the appropriate structure to deliver SCO’s
|
Techniques
|
Effect based activity (value/non value added – waste identification - SPC etc.)
|
Causal based activity (what creates the work in the org. then let’s fix the causes)
|
Intelligent Processes
|
No mechanism exists to ensure processes are intelligent
|
Specifically designed to implement and mature intelligent processes
|
Customer
|
End to End working e.g. SIPOC
|
Centric working – the customer is at the heart of everything that happens
|
Are at the end and beginning of processes
|
Are enlightened, Promiscuous, Rebellious, Prosumer, Multi-channel, high expectations
| |
Enterprise objectives
|
Operational and tactical. Aims to fix process.
|
Strategic and Operational. Aims to implement a sustainable architecture.
|
Scope
|
Process based improvements
|
Enterprise wide transformation
|
Other resources to explore:
Outside In The Secret: www.outsideinthesecret.com
CEMMethod™: www.cemmethod.com
Certified Process Professional: www.certifiedprocessprofessional.com
Certified Process Professional Masters (CPP-Master) Program
Outside In The Secret: www.outsideinthesecret.com
CEMMethod™: www.cemmethod.com
Certified Process Professional: www.certifiedprocessprofessional.com
Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
