每个人都很快乐……直到他们不再快乐.pdf

1、Michelle Thrun MS,CSSBB,SCPApril 7-10,2025Consumers Energy Everyone is HappyUntil Theyre NotRedefining what great customer service looks like through the lens of PROCESS WASTEBA Human Resource Management-2002Michigan State University Broad College of Business Senior Certified Professional(SCP)2015 S

2、ociety for Human Resource Management MS Human Resource Management-2017Southern New Hampshire University Certified Six Sigma Black Belt(CSSBB)2017 American Society for Quality(ASQ)Fellowship for Entrepreneurs in Digital Health 2019 Henry Ford Health System Certified Value Stream Analyst 2024Consumers

3、 Energy Introduction Michelle Thrun MS,CSSBB,SCP3Stop Reacting to Routine Variation The Power of Process WasteKaizen!Managing Change Leader Standard Work Is Not Just Standard Work for Leaders The Power of the P-Value Correlation Coefficient Empowerment 101Think Process Not Pressure Everyone is Happy

4、Until Theyre Not CEEveryone Is Happy.Until Theyre NotRedefining what great customer service looks like through the lens of PROCESS WASTEI have found that people in my profession have many storiesstories that highlight“ah ha”moments and lessons learned,under dog stories,and stories that give them goo

5、sebumps even after having told it dozens of times over.Today I am going to share a story that gives me goosebump every time I share it.I call this story;Everyone is Happy Unit Theyre Not.PrologueFirst a brief Prologue.I am certain that in this room we would all AGREE that we have customers.Service P

6、roductInformation We all receive inputs,take some actions and ultimately deliver at least a piece of a service,product,or information.I also think we would all AGREE that we have different types of customers.At Consumers Energy our customers are MI residents,businesses,public services,and colleagues