Testimonials

What other's say about GRQC and our services.

Planned Parenthood

Having been through numerous “management flavors of the month,” I was a little skeptical when I first heard about Lean Six-Sigma/Rapid Cycle. We felt we were already doing things pretty well, but the universally enthusiastic comments about results that I heard from my Council of Agency Executives colleagues pushed me forward.

The COO already knew what this was about, since her husband is a Black Belt, and she served as champion for the project. Our staff welcomed the opportunity to try it, and considered a number of projects. They decided to address something that would solidly fit under one of our strategic priorities: “Make it easy for anyone who needs services and information to get them.”

They knew that everyone in the organization needs to know that what they do every day is meaningful. As they began their work they focused on the organization’s principles of cutting red tape, mainstreaming, and accountability.

Through their Rapid Cycle process they changed the atmosphere in the waiting room and increased client satisfaction. Wait times were reduced from 34 minutes to 17 minutes. Changes included decreasing the number of steps in the process, cutting down the number of forms required, limiting cell phone use in the waiting room and utilizing a client “greeter.”

Both clients and staff wound up happier, and more people can be seen, which enhances both mission and business outcomes.

A special benefit of the Rapid Cycle process was the engagement and resulting buy-in of staff who had never had these opportunities in the past. Working with Eastman Kodak volunteers was an enriching and exciting experience for team members.

Planned Parenthood now knows first hand that Rapid Cycle is more than a “flavor!” It can become a way of life for an effective organization.

Carol Love
20 Apr 2006