Why I do this
I like things to work properly.
If the same information is being entered three times, nobody quite owns the next step, or the customer has to work far too hard to do something simple, I struggle to just walk past it.
Why are we doing this? Who actually needs it? Where does it break? What happens next? Who owns that bit? Could we enter it once instead of four times?
That instinct has followed me through higher education, contact centers, multi-school marketing, travel, community organizations, websites, email, events, signage and automation.
Six Sigma gave structure to something I was already inclined to do: define the problem, remove what adds no value, improve the process, then keep testing.
There’s usually a better way. The useful part is finding it.
