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. I’ve also written previously about Respect for People at eBay, which received much attention.
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.