David Boyd, Six Sigma Black Belt, emphasizes that defined processes and systems are essential for shop efficiency and growth. Every task follows a process, whether recognized or not, and “rapid toggling” (doing the same job differently each day) leads to chaos.

Key Insights:

Define Processes: Ask “Why do you do it that way?” to uncover gaps and create consistency.

Use DMAIC: Define, Measure, Analyze, Improve, Control, establish “normal” and fix what’s “abnormal.”

Apply Lean Thinking: Reduce wasted motion and idle time (e.g., proper tool placement, faster approvals).

Link KPIs to Action: Observe workflows directly (“management by walking around”), not just reports.

Commit to Continuous Improvement: It’s a loop, not a one-time fix.

For MSOs: Scaling requires standardized systems and local accountability.

The payoff: higher efficiency, stronger customer experience, productive technicians, fewer mistakes, and sustainable growth.

David Boyd, https://www.callinbound.com/