Tom Christenson, President of Contact Center Solutions, CGS (a global provider of technology-enabled business solutions), talks about why and how social media can be used with call centers to improve customer services. 

Vertellus Specialties Inc., a specialty chemicals company in Indianapolis, IN, is reaping quality and productivity benefits, even as part of its workforce undertakes projects after getting trained in Lean and Six Sigma in 2013. The training participants had learned to make process improvements, eliminate waste, and find better ways to execute and perform respective roles in their functional areas. They have undertaken projects on variation reduction, cycle time and yield improvements, QA/QC, product specifications development, design of experiment studies, etc. The projects aim for greater consistency, higher purity, improved environmental profile, shorter lead times, lower costs, and greater throughput. 

To further this wave of continuous improvement, Vertellus aims to have 25% of its salaried workforce trained in Lean and Six Sigma by the end of 2014.

The American Society of Quality (ASQ) is having its 2014 Lean and Six Sigma conference from February 24-25 in Phoenix, AZ, USA. The theme of the conference is “Sustaining Results Through a Culture of Quality,” focusing on new and unique applications of lean and Six Sigma, lean and Six Sigma in service, change management and the human side of lean and Six Sigma." Attendees can learn how oraganizations can embrace, apply, sustain and continuously leverage Lean and Six sigma methodologies to increase efficiencies, profitability and return on investment.  

The full program and session descriptions can be found at http://asq.org/conferences/six-sigma.