Lean Transformation #2 • 173
ese eorts paid o. We began to get better reports from dealers. Both
of our key brands were showing signicant improvement, with one earn-
ing the most improved in defect reduction in the annual J. D. Power and
company surveys, and the other was making progress in customer satis-
faction index scores increasing nearly every month.
Lean Six Sigma Cost Reduction Projects
We educated our team leaders and as many employees as we could on
the forms of waste and how to identify them, and then we initiated waste
reduction projects. A couple of people on the team pursued and earned
their Black Belts during the turnaround. We were very fortunate to
achieve the level of passion and commitment that we did. It was great.
What ...