1. The Impact of Lean Six Sigma Within Best Buy’s Services Division Kristina Nordstrom University of St. Thomas May 2008

2. What is Lean Six Sigma? Lean – Goal is to make a process more efficient, with less time, resources used. Six Sigma - tool set for understanding statistical variation and reducing defects within a process. Lean + Six Sigma = Efficiency & Quality

3. Services Division at Best Buy Services Division responsible for services sold at Best Buy Fast growing area of the company Geek Squad City Largest computer repair center Employees measured equally on quality and productivity each day

4. Research Question Has Lean Six Sigma training positively impacted employee commitment to quality?

5. Why is Quality Important to Services? Quality and speed will drive customer satisfaction High quality service will differentiate the brand Quality principles are very relevant to the work done within the service centers Services is not a competitive edge it is THE competitive edge! -Albrecht & Zemke

6. Methodology Research Instrument Geek Squad City: Paper survey Corporate Services: Email survey 17 questions Survey population:421 Geek Squad City: 109 respondents Corporate Services: 103 Respondents 50% overall response rate with 212 respondents

7. Lean Six Sigma Training Participation CorporateGeek Squad Cty Non Trained28%59% Trained72%41% Higher penetration of trained employees at Corporate Training opportunities at Geek Squad City have been limited.

8. Employee Perception of Training Employees who have gone through Lean Six Sigma Training have favorable impressions of training and it’s relevancy to their jobs

9. Are You Aware of Quality Improvement Projects That Have Been Initiated in your work area? There is a positive correlation to awareness and Lean Six Sigma Training

10. I Find it Easy to Balance Quality and Productivity Goals Trained employees have a slightly higher likelihood to agree or strongly agree; 59% vs. 55% Both groups have at least 30% of respondents who disagree or strongly disagree with this. Geek Squad City employees only

11. My Current Performance Goals Motivate Me To Do Quality Work Lean Six Sigma training does not appear to play a role in motivation to do quality work Geek Squad City employees only

12. I am Committed to Delivering Quality Work Employees are very committed to quality There are no significant trends that indicate that Lean Six Sigma has impacted commitment to quality 97%

13. My Management Team is Committed to Quality No differences in perception of management commitment to quality based on Lean Six Sigma Training 56% 86% 89%

14. The Company is Committed to Quality Improvements Corporate employees have a higher perception on company commitment to quality. 79%76% 53% 66% 53% 76% 79%

15. Answer to my Research Question Has Lean Six Sigma training positively impacted employee commitment to quality? No

16. What I Learned Employees have favorable impressions of Lean Six Sigma Training Training increases awareness of quality initiatives Training increases understanding of quality Employees are committed and motivated to do quality work regardless of Lean Six Sigma training

17. Recommendations Training Continue to offer Lean Six Sigma training as a reinforcement of quality principles Offer Training more frequently at Geek Squad City Leadership Involvement Engage management teams at Geek Squad City in quality initiatives Reinforcement from Best Buy Senior Leadership

18. Questions?