Commitment to Quality
November 30, 2010
Lauren Fagan, PHH Operational Excellence Manager and Master Black Belt, was recently interviewed in American Society for Quality's Sigma Forum Magazine. The article focuses on PHH's Six Sigma-based process improvement program, Rally to Results.
The American Society for Quality has a strong reputation for being the premier service quality organization, and as such, PHH requires that all our Six Sigma Black Belts successfully pass ASQ’s black belt certification exam. This third party certification provides an additional level of credibility to PHH’s Six Sigma program, Rally to Results. PHH’s black belts are actively involved with ASQ and look to that organization for continued skill development and networking opportunities. I have the pleasure of serving on the board of the
Through the leadership of our ASQ-certified black belts, PHH had implemented some significant improvements in the way we deliver customer service. In fact, we’ve implemented 148 certified improvements since the Rally to Results program began in 2003. Recently, we’ve used our methodology in the construction of our Dashboards – designed to give a real-time overview of our work transactions in progress. Using this tool, we optimally manage how that work gets done, in the way our clients require it and in a timely manner.
Our continued association with ASQ allows us to stay on the forefront quality acumen, keeping our black belts sharp and PHH focused on improvements that are meaningful to our clients.
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