Ditch the Survey and Take a Journey With Your Customers, With Leslie Henckler

In this episode we interview Leslie Henckler of TriNet who shares a technique called “Customer Journey Mapping.”

Karyn Ross, co-author of The Toyota Way to Excellence, counts Leslie as her mentor, and we found out why. For an appetizer we’ll review an app that’s a personal productivity juggernaut – it can do anything! In Lean Six Sigma Industry News we’ll find out how Kern County, California is using Lean Six Sigma to recover from a $40M budget deficit. And for the Printed Page, we’ll review an oldie but goodie about the power of the lowly Checklist. Join us at the Cafe for a cup of “liquid excellence” – cream & sugar optional, of course.

Also Listen On:

Timeline

* 2:15 Appetizer of the Day

* Notability

* 4:33 In the News

* Decreasing Kern County’s Deficit of $40m to $12m in Two Years

* 6:55 The Printed Page

* The Checklist Manifesto by Atul Gawande

* 10:04 Coupon Code

* Special coupon code for all of our awesome listeners: 20% discount on all of our online training!

* 11:12 Today’s Special

* Interview with Leslie Henckler, Director, Process Improvement and Business Efficiency at TriNet

* 31:37 This Just In

* Success Story: Increasing Audit Processing Throughput by Over 100% With Lynne Emmons

* Wonder Women of Quality: Kirsty Dykes

Podcast Transcript

“So the idea of getting real customer feedback and then walking through and looking at how our processes positively or negatively impacted the client experience just completely changed my thinking around how we drive business process improvement and efficiency inside the companies. It’s really not about being perfect. It’s about striving to serve your customer. And if you make a mistake because everybody does, it’s how do I recover from that and do it in a way that still helps the customer be successful.” – Leslie Henckler

Elisabeth Swan: Hi, everybody. I’m Elisabeth Swan.

Tracy O’Rourke: And I’m Tracy O’Rourke.

Elisabeth Swan: We are from GoLeanSixSigma.com and you’re listening to the Just-In-Time Café Podcast where we bring you fabulous apps, polls, news, books, and people so you can build your problem-solving muscles.

Tracy O’Rourke: There seems to be a lot of very tall people in here today. Are those basketball players?

Elisabeth Swan: Well, maybe my last interview, Chip Schaefer of the Chicago Bulls,