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Nothing is More Important than a Happy Customer!

Joseph Antiga, Continuous Improvement Professional, Crayola LLC, Easton, PA, USA

Keywords: Customer Service Levels, Visual Management, Process

Industry: Customer Service, Manufacturing

Level: Intermediate


ABSTRACT

Crayola began the Lean Six Sigma journey in 2000, focusing on the application of Lean. Thanks to the leadership of Mr. Peter Ruggiero, Certified Six Sigma Green Belt and Executive V.P. of Worldwide Operations and Information Technology (IT) Crayola has embraced Six Sigma creating a blended Lean Six Sigma Program.

The Voice of the Customer should be the foundation for any Lean Six Sigma project. Improving Customer Satisfaction should be at the top of every successful company’s wish list. Crayola is not only focused on improving customer satisfaction for the end consumer but also providing top-notch service to our strategic retail partners. When the retailer's expectations change from “nice to have” to “must haves”, this creates new targets for process improvements. Crayola leveraged their Lean Six Sigma tools and structured problem solving to map out and measure the current processes and the gaps between current performance and new targets. The next step was to pilot process changes and measure results with the focus on achieving the new targets. Benefits from this project include reduced lost sales, reduced chargebacks. Improved service levels and, most importantly, happy business partners.




Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

Call for Proposals

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

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