Lean Six Sigma – Process Improvement @ GEMB - ckc group · Lean Six Sigma – Process Improvement @ GEMB Christof Kahlert, Quality Manager CKC –FinanceClub April 2008
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Lean Six Sigma –Process Improvement @ GEMB
Christof Kahlert, Quality Manager
CKC – FinanceClubApril 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
General Electric –Progress Arised from tradition
…today… technology, media and financial services
… products & services in more than 100countries
… more than 300.000employees worldwide
1878…… founded by Thomas A. Edison,the inventor of the light bulb
GE Commercial Finance
GE Healthcare
GE Infrastructure
NBC UniversalGE Money
GE Industrial
Six Business Segments- same Aim: Growth
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
More than 100 Million Customers Trust in GE Money
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
• Current Accounts• Private Loans• Mortgaging• Insurances
Retail Banking and Retail Sales Finance
Motor Solutions
• Current Accounts and Day-to-DayMoney • Saving Products• Securities Accounts• Insurances• Private Loans• Building Society Savings• Mortgaging• Retail Sales Finance
Direct Banking
• 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 Sigmafor 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
Less work, less time, same result
Value add Process Step
Before
After
Waiting timeNon value add Process Step
Lead Time
Lean – what it is
2 Auszahlungsfehler an unseren GAA pro Jahr
7200 withdrawel failures at the ATM‘s of GEMB per year
1.7 fehlerhafte chirurgische Eingriffepro Woche
5,000 surgery errors per week
7 verlorene Briefe pro Stunde
20,000 lost letters per
hour
6 Sigma -99.9997%
3.8 Sigma –99%
Measuring the Quality
Stretch for the best
Six Sigma
2 withdrawel failures atthe ATM‘s of GEMB per year
7200 withdrawel failures at the ATM‘s of GEMB per year
1.7 surgery errors per week
5,000 surgery errors per week
7 lost letters per hour20,000 lost letters per
hour
6 Sigma -99.9997%
3.8 Sigma –99%
Brainstorm the potential causes (X’s) to your problem using the standard headings below (use other headings if more suitable).
Machines Methods Materials
Measurement Mother Nature People
Why are customers not
happy with IVR?Child crying
Caller having a bad day
Queue too long
Bored with messages
Don’t have A/C #
No instructions
Old style phones
IVR Capacity
Age
Personal Preference
Questions during call
Misdetects/Hang-ups
Cause & Effect Diagram (Fishbone)
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
LeanSixSigma
LEAN: Focus on Wing to Wing (breadth)Six Sigma: Focus on Output (depth)
Lean Customer
Upper limit
Lower limit
Six Sigma
Mailing CallSend
Contract Check, Pay out
Overall:
Measurement,
Policy Complexity
LEAN: Flow
LEAN: Pull + Flow, Level Loading
LEAN Six Sigma: Incomplete Documents
LEAN: Simplify + Standardize
LEAN: Standardize
Six Sigma: Improve the Yield
Six Sigma: Pricing strategy
LEAN: Time to Customer
Response
Wing to Wing Project: Direct Sales
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
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
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