Lesson Learned:  Start with Leadership

Start with Leadership¹

As with Xerox’s successful DMAIC deployment, we lead DfLSS program deployment with training leadership first. It was essential to get Xerox management from the program design, development and delivery organizations to understand and buy-in to the overall DfLSS program. We knew going in that there was a fairly wide distribution of management opinions regarding Design for Lean Six Sigma ranging from strong DfLSS advocates to those who would not initially support the initiative. We utilized a two day management training session to expose management to process variation and how the DfLSS methods and tools could be used to minimize that variation, minimize rework as well as reduce product delivery times. We also exposed them to the suite of DfLSS software tools developed by SigmaZone, Incorporated described earlier. The training materials included trial versions of the software tools so managers could go back after the training and play with these new software tools. We spent time helping managers understand their important roles in the overall deployment and success of the program. This included an overview of the IDOV (Identify, Design, Optimize and Validate) process, key questions they would be expected to ask (and get answered) as well as the need for them to ask their employees to “show me the data!” This phrase was a key point that was reiterated constantly over the two training days.

Without management asking for the data driven analysis there would not be the desired “pull” environment needed for this initiative to be successful. Fortunately, in many cases, “show me the data” stuck and had an immediate impact. As more managers asked for the data, researchers, engineers and other product delivery professionals started asking for, and in some cases demanding, training as soon as they could get it. This helped create the initial internal “buzz” necessary to help get the DfLSS program noticed and build the initial training demand.

¹Norman E. Fowler, “Lessons Learned from an Unconventional Design for Lean Six Sigma Deployment”, Morrisville, NC, Lulu Press Inc., 2008.

 

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