Microsoft PowerPoint - Lean Six Sigma f\374r CKC.ppt

Lean Six Sigma –
Process Improvement @ GEMB
Christof Kahlert, Quality Manager
CKC – FinanceClub
April 2008
Agenda
1.
GE Consumer Finance and GE Money Bank
2.
Six Sigma & Lean Basics
3.
Lean Six Sigma & how we use it
4.
Outlook – what are the newest trends in the industry
Welcome to
GE Money Bank!
General Electric
A Worldwide Company –
Based on Tradition.
General Electric –
Progress Arised from tradition
1878…
… founded by
Thomas A. Edison,
the inventor of the
light bulb
…today
… technology, media
and financial services
… products & services
in more than 100
countries
… more than 300.000
employees worldwide
Six Business Segments- same Aim:
Growth
GE Commercial Finance
GE Infrastructure
GE Healthcare
GE Money
GE Industrial
NBC Universal
GE Money
A Worldwide Leading Financial
Service Provider
More than 100 Million Customers Trust
in GE Money
GE Money, with more than 190 Billion USD in
assets, is a leading provider of credit services
to consumers, retailers and auto dealers in 47
countries around the world.
GE Money, based in Stamford, Connecticut (USA),
offers a range of financial products, including
private label credit cards, personal loans, bank
cards, auto loans and leases, mortgages,
corporate travel and purchasing cards, debt
consolidation, home equity loans and credit
insurance.
Leadership:
William Cary, CEO
Business Units:
Europe • Asia • Americas
• Australia/New Zealand
The GE Money – Brand Values
An Expression of our Identity
GE Money Bank
Money Just Easy From Humans to Humans
GE Money Bank – Facts & Figures
More than 1.200 Employees
More than 500.000 Customers
About 100 Branches Nationwide
Almost 6.000 Partners
Full-Service-Bank
Complete Linecard
Leading Terms and Conditions
Our Distribution Channels and Products
Retail Banking and
Retail Sales Finance
Direct Banking
Motor Solutions
• Current Accounts and Day-to-Day
Money
• Saving Products
• Securities Accounts
• Insurances
• Private Loans
• Building Society Savings
• Mortgaging
• Retail Sales Finance
• Current Accounts
• Private Loans
• Mortgaging
• Insurances
• Car-Financing
• Leasing
• Insurances
• Inventory Finance
• Modular Space
Agenda
1.
GE Consumer Finance and GE Money Bank
2.
Six Sigma & Lean Basics
3.
Lean Six Sigma & how we use it
4.
Outlook – what are the newest trends in the industry
Quality – Fruits of success
Six Sigma
for the sweetest fruits
LEAN for the bulk of fruits
that are hanging in the tree
and for the low hanging
fruits easy to reach
----------------------------------
Work-Out for the fruits on the
ground, just easy solvable
problems
What Lean can do for you
Lean – what it is
Lead Time
Before
After
Value add Process
Step
Non value add
Process Step
Less work, less time, same result
Waiting time
Six Sigma
Measuring the Quality
3.8 Sigma –
99%
6 Sigma 99.9997%
20,000 lost letters per
hour
7 lost
lettersBriefe
per hour
verlorene
pro
Stunde
5,000 surgery errors per
week
1.7 surgery
fehlerhafte
errors per
chirurgische Eingriffe
week
pro Woche
7200 withdrawel failures
at the ATM‘s of GEMB
per year
2 Auszahlungsfehler
withdrawel failuresan
at
unseren
the
ATM‘sGAA
of GEMB
pro Jahr
per
year
Stretch for the best
Iterative Process
Steps A,B,C
Steps
10,11,12
Steps 1,2,3
Steps 7,8,9
Steps 4,5,6
Cause & Effect Diagram (Fishbone)
Brainstorm the potential causes (X’s) to your problem using
the standard headings below (use other headings if more
suitable).
Machines
Methods
Old style phones
IVR Capacity
Questions
during call
Misdetects/
Hang-ups
Measurement
Materials
Don’t have A/C #
Queue too long
Bored with
messages
No instructions
Child crying
Caller having a
bad day
Mother Nature
Age
Why are
customers not
happy with IVR?
Personal Preference
People
Agenda
1.
GE Consumer Finance and GE Money Bank
2.
Six Sigma & Lean Basics
3.
Lean Six Sigma & how we use it
4.
Outlook – what are the newest trends in the industry
Lean and Six Sigma
The customer has two interests:
Speed and Quality
These two translate into:
process flow and process excellence
Lean
Six
Sigma
LEAN: Focus on Wing to Wing (breadth)
Six Sigma: Focus on Output (depth)
Lean
Customer
Six Sigma
Upper
limit
Lower
limit
Wing to Wing Project: Direct Sales
Overall:
Measurement,
Policy Complexity
LEAN:
Pull + Flow,
Level
Loading
Mailing
Six Sigma:
Improve the Yield
LEAN:
Flow
LEAN Six Sigma:
Incomplete Documents
Send
Contract
Call
LEAN:
Standardize
Six Sigma: Pricing
strategy
LEAN:
Time to Customer
Response
Check,
Pay out
LEAN: Simplify
+ Standardize
Agenda
1.
GE Consumer Finance and GE Money Bank
2.
Six Sigma & Lean Basics
3.
Lean Six Sigma & how we use it
4.
Outlook – what are the newest trends in the industry
VOC – a six sigma tool?
What makes the customer experience process change?
What will the customer see as a real benefit?
-> Have you ever looked through the customers eyes?
-> Do you know the customers process times?
What Lean can do for you
• Send your CRM People to walk the process
with customer eyes
• Send your CRM people to walk the process
with employee eyes
• Afterwards, they will stop sending mailings till
the process is fixed
Lean will speed up the customer
experience
Customers at the Lean AWO
Lean with the customer – how can that work?
• Draw the process from customer perspectives
• compare his times and perception of the
process with your measurements and times
• find the angle to shift customers perception
instead of just eliminating internal waste
Customers at the Lean AWO
Lean with the customer – do I really want this?
• the feedback is more valueable, than you can
imagine and sometimes customers just need
some explanation for unchangable waiting
times and they will accept
• It is all about:
cost saving vs. growth opportunities
-> you miss opportunities