1. "What is Lean Customer Service?" Michael T. Walsh, CPIM, LSSBB The Quality Solutions Group www.QSG.net ISM NY/NJ Forum – General Session – October 28, 2011

2. The Quality Solutions Group, LLC ©All Rights Reserved 2 To bring back one great idea for immediate implementation! OBJECTIVE

3. The Quality Solutions Group, LLC ©All Rights Reserved A philosophy that emphasizes the minimization in the amount of all the resources (including time) used in the various activities of the enterprise. It involves identifying and eliminating non­value adding activities in design, production, supply chain management, and dealing with the customers...

4. The Quality Solutions Group, LLC ©All Rights Reserved 4 Entering order Ordering materials/supplies Preparing drawings Assembling Shipping to customers Processing customer deposits Examining patients Filing insurance claims Dispensing event tickets Fueling airplane Waiting/sorting Moving Kitting/staging Counting Inspecting Checking Recording Obtaining approvals Testing Reviewing Copying Filing Revising/reworking Tracking work Value­Added ActivitiesNon­Value­Added Activities

5. The Quality Solutions Group, LLC ©All Rights Reserved Cost of services are inflated by a minimum of 30% due to wasteful practices. Some service costs are inflated by 60%!

6. The Quality Solutions Group, LLC ©All Rights Reserved Up to 75% of all activities in the typical manufacturing organization are non-value- added.

7. The Quality Solutions Group, LLC ©All Rights Reserved A safe, clean, neat arrangement of the workplace which provides a specific location for everything, and eliminates anything not required.

8. The Quality Solutions Group, LLC ©All Rights Reserved Sort, clean out Simplify, configure Sweep, clean, and check, (includes visual sweeping) Standardize, conform Self­discipline, custom, and practice training and routine.

9. The Quality Solutions Group, LLC ©All Rights Reserved Basis of safety Directly cuts waste, particularly waste of motion Reduces variation Basis for improvementbuilding on reduced variation Helps recognize further waste Changes the mindset

10. The Quality Solutions Group, LLC ©All Rights Reserved For the Employees: 1.A more pleasant work environment 2.More satisfying jobs 3.Process that makes the job easier 4.A process that makes sense 5.Pride in the workplace 6.Employee and customer respect 7.Positive mental attitude 5 S creates a better place to work

11. The Quality Solutions Group, LLC ©All Rights Reserved For the company: Higher quality, lower costs, easier maintenance, greater customer satisfaction, and higher profitability 1.Sales 2.Savings 3.Safety 4.Standardization 5.Satisfaction FOUNDATION FOR OTHER CONTINUOUS IMPROVEMENT PROCESSES

12. The Quality Solutions Group, LLC ©All Rights Reserved Organizations….both manufacturing and service providers…. are turning to: Customer Service and Customer Satisfaction….. to provide the competitive advantages that will hopefully lead to: Customer Success 12

13. The Quality Solutions Group, LLC ©All Rights Reserved QUALITY DELIGHTING THE CUSTOMER CONTINUOUS & RAPID IMPROVEMENT COST SERVICE LEADTIME FLEXIBILITY through in & INNOVATION

14. The Quality Solutions Group, LLC ©All Rights Reserved A company's culture is like its personality. It is the special way that people in the company do things. A company culture is everything that makes up the organization and how all the parts work together. A company does not have a separate part called its culture. A company is a culture.

15. The Quality Solutions Group, LLC ©All Rights Reserved Will you be back? Of course, our customers are loyal. They will be back. They (Fox Books) discount but they dont provide any service.

16. The Quality Solutions Group, LLC ©All Rights Reserved How Do You Build A Culture? Most companies focus intensely on operational issues, leaving their human sides undeveloped, and their cultures unbalanced. The unbalanced culture is the opportunity for development.

17. The Quality Solutions Group, LLC ©All Rights Reserved

18. 18 "Walmart started out with a single discount store in Northwest Arkansas and in less than 50 years grew to become the worlds largest retailer, with thousands of stores and clubs and millions of associates. Our culture of ethics and integrity has been a constant throughout that transformation. From the beginning, it has defined who we are as a company, and how we as associates treat each other, our suppliers and our customers"

19. The Quality Solutions Group, LLC ©All Rights Reserved 19 We train all of our employees to be focused on the customer and respectful of our suppliers We make people first and in addition, we make electrical products

20. The Quality Solutions Group, LLC ©All Rights Reserved Are human beings like ourselves, with the same feelings and emotions. 20 Customers…

21. The Quality Solutions Group, LLC ©All Rights Reserved bring us their wants, and it is our job to fill those wants. 21

22. The Quality Solutions Group, LLC ©All Rights Reserved are not people to argue or match wits with. 22

23. The Quality Solutions Group, LLC ©All Rights Reserved are deserving of the most courteous and attentive treatment we can give them. 23

24. The Quality Solutions Group, LLC ©All Rights Reserved do us a favor when they call us - we are not doing them a favor by serving them 24

25. The Quality Solutions Group, LLC ©All Rights Reserved are not dependent on us - but we on them 25

26. The Quality Solutions Group, LLC ©All Rights Reserved are not an interruption of our work – they are the purpose of it 26

27. The Quality Solutions Group, LLC ©All Rights Reserved are the people who make it possible to pay our salaries, whether we are truck drivers or managers Or parents. 27

28. The Quality Solutions Group, LLC ©All Rights Reserved are part of our business, not outsiders from it 28

29. The Quality Solutions Group, LLC ©All Rights Reserved are the most important persons in any business - REALLY 29

30. The Quality Solutions Group, LLC ©All Rights Reserved are the lifeblood of this and every other business 30

31. The Quality Solutions Group, LLC ©All Rights Reserved It's not what you look at that matters, it's what you see Henry David Thoreau

32. The Quality Solutions Group, LLC ©All Rights Reserved AB

34. The Quality Solutions Group 508-367-9257 Mikewalsh.QSG@comcast.net Please leave us your Business Card Lean Six Sigma Check List Copy of this presentation