SIX SIGMA – It's not the tools that make the difference
This presentation provides a fact-based assessment of the key Lean and Six Sigma tools used across the 140-plus projects so far completed in the Commonwealth Bank Lean Six Sigma program, CommWay, then identifies the five critical success factors that have “made the difference” in terms of the program’s success. The presentation is designed to provide practical and actionable ideas for process improvement programs in companies ranging in size from 3 to 30,000 people.
Started just over two years ago, the CommWay program has outlived a number of key challenges and is now firmly established as a key enabler for team members and process owners to deliver on their customer service promises. Around 10,000 of the Bank’s people are using CommWay processes in their day to day, and over 1,200 people from the businesses have participated in CommWay’s training curriculum.
Ian Ritchie
Ian is the lead coach and Executive Manager for the CommWay program in the Wealth Management division of the Commonwealth Bank Group. In his former role with the Group CommWay Capability Office in Sydney, Ian was part of the original design and implementation team for the CommWay Lean Six Sigma program, responsible for methods, engagement model, training, and recruitment of the coach community.
Prior to joining the Bank in 2003, Ian "worked" as a consultant for 16 years, in London, Brisbane, Singapore, and Sydney in the areas of IT Risk, project management, project rescue, and process improvement. Prior to that, Ian spent 9 years in retail banking IT security in Australia, being paid to break into banking systems then fix the security weaknesses.
One of the key objectives for CommWay is the development of CBA Group's organisational capability to improve processes and to sustain ongoing improvement. To that end, Ian is committed to making CommWay project coaching and training engaging, practical, thought provoking, and relevant.