Operational Excellence
At NSM, we choose to follow the guiding principles of
Operational Excellence, a methodology for
continuous improvement! It's the company-wide practice of
ideal behaviors anchored in our
mission,
vision and
values, accelerating a
transformation of thinking and
behavior and creating a
lasting culture of excellence driven by our people.
Our approach to continuous improvement utilizes the Lean Six Sigma methodology.
Lean Six Sigma
A methodology for improving processes where we focus on
- delighting the client
- reduction of waste
Waste is defined as anything that consumes resource but does not add value for the client. This results in a process that is more efficient (better process flow), delivers product to the client more quickly without compromising the quality of the service.
DMAIC Roadmap
Every process improvement journey begins with adequately
defining the process we want to improve and defining the problem it is causing. Next we need to
measure our current state performance in terms of key performance metrics (KPIs) so that we can quantify the problem. Once we have assessed the problem, we need to
analyze the process to identify the issues and determine the root causes of the problem. Now we can design a solution that will
improve our process, test/pilot this new solution and verify that we are getting the results we set out to achieve. Finally, we need to lock in this new and improved level of performance by ensuring we have the adequate
controls in place. These include training our employees to the new standard operating procedures and policies.
