In looking at my old files, I found this old presentation of the time I was at eBay. There, I was responsible for implementing Lean and Six Sigma in the Call Centers.
As with most things, it’s always important to have some fidelity to the methodology, but one can’t be a slave to it. In other words, we must adapt and adjust as appropriate, given the needs, maturity, and desires of the organization.
At eBay, there was a desire to use elements of Lean and Six Sigma in eCommerce. So, that’s what I developed and implemented.
Below is an old presentation I gave showing the work we had done at eBay and the successes we achieved.