The Good, The Bad, and the UglyBreakthrough Improvement Thoughts Welcome to the LSI blog where we discuss all aspects of quality issues and Breakthrough improvement thoughts, with considerable emphasis on Design for Six Sigma and Lean Six Sigma.
As we work with various companies around the globe, we will present best case studies without revealing confidential information. We invite you to present your thoughts, favorite Lean Six Sigma tools, and case studies for our editors to review and publish if applicable. Sometimes, we will also present not just the Good but the Bad and the Ugly as we observe businesses cross the board. We hope you will enjoy the discussions. Americans don't have much good to say about airline service, according to the latest customer satisfaction survey that gave U.S. carriers their worst scores since 2001. United Airlines and US Airways Group Inc., scored near the bottom of the survey by the University of Michigan's American Customer Satisfaction Index. The two carriers are in merger talks. Southwest Airlines Co., meanwhile, led the industry in passenger satisfaction for the 15th consecutive year. Although results of the survey in recent years have not been very positive, this year's results produced "really dismal numbers," said Claes Fornell, a University of Michigan business professor and director of the research center that compiled the data.
"There's no other industry anywhere that has so many basic mishaps in terms of not delivering the basics," he said. "They're supposed to deliver passengers with their luggage to a particular
destination within a certain timeframe, and they frequently fail to do that." To be Continued Are your customers happy? According to research, Customer service and support is often dreadful. A recent survey suggests that one out of two customers experience problems with service and support in addition to having experienced quality issues with the product.And when customers are unhappy, they don't stay quiet about it — they often share their negative experiences with others. Such problems can hurt your company's bottom line! Lean Six Sigma can help you fix such problems your company is facing to boost up your profit while increasing the customer satisfaction. Job openings - Director, Quality Improvement Humana Military Healthcare Services, Inc. is looking for a Director, Quality Improvement & Customer Service Role. The Role requires a Six Sigma Black Belt Certification and 8-10 years experience in quality management.
Contact Crystal Rerecich at 1-800-664-4140 ext. 2033, FAX = 502-580-1555 or email crerecich@humana.com | 
