Ronald Does

ABOUT THE PRESENTATION
A Lean Six Sigma Transformation at a Financial Service Provider
A Lean Six Sigma transformation is often a long‐term journey for an organization that aims to improve its product and service quality and its corresponding cost structure. It facilitates an organization in executing a strategy, that more than once includes goals related to improving its brands or its profits.
In this presentation we discuss a Lean Six Sigma transformation of a financial service provider in the Netherlands. It started in 2007. First, we study the structure, governance, and improvement
initiatives in the program. Then we relate these components of the transformation to underlying theories in operations management and industrial statistic, and verify the use of the tools and
techniques. Finally, we assess the overall transformation in terms of speed and business results. The transformation that we study in this presentation significantly contributes to the organization’s
cost structure. The value of some of the tools and techniques is proven through more than 30 improvement initiatives. Other elements, such as the program structure and governance, is studied
in this single transformation only. Therefore, we offer a case study of a successful Lean Six Sigma transformation that illustrates the use of classical theories in operations management and industrial
statistics and serves as a good exemplar for other service providers in the financial sector; rather than that we provide a theory or prove the use of a specific tool or technique.
We conclude that a clear vision, solid program management, and realistic goals and toll gate reviews for each improvement initiative are crucial to the success of the transformation.

ABOUT THE SPEAKER
Ronald J.M.M. Does is Professor of Industrial Statistics at the University of Amsterdam, Managing Director of the Institute for Business and Industrial Statistics, which operates as an independent consultancy firm within the University of Amsterdam, and Director of the Institute of Executive Programmes at the Amsterdam Business School. Ronald is Fellow of the ASQ and Academician of the International Academy for Quality.
His current research activities lie in the design of control charts for nonstandard situations, healthcare engineering and Lean Six Sigma methods.