Continuous improvement helps positively address the primary quality issues confronting the service industry: ineffective demand forecasting and poor planning; inefficiencies in managing inventories and supply chains; delays; transactional errors; and low employee morale.

Our services utilize the core principles that guide UL’s continuous improvement approach: Align—Enable—Empower. We align all stakeholders in a common goal to create a culture of excellence; we enable the transformation by helping create supportive processes and systems; and we empower people by providing the tools needed to create and maintain change.

UL knowledge experts use process visualization tools to pinpoint areas of inefficiency and sources of customer frustration. By identifying and focusing on customer value and visualizing the associated processes or “value streams” involved in delivering the given service, UL advisors are able to quickly identify areas of inefficiencies—such as excessive supply inventory and long customer wait times—and quantify their impact on timeliness, cost and quality of service delivery.

Using the structured DMAIC (Define-Measure-Analyze-Improve-Control) methodology, UL experts are then able to diagnose the exact root cause of the problem, apply effective countermeasures and prevent its recurrence.

We can also assist with the design of processes with built-in risk avoidance and prevention strategies by using methodologies like DMADV (Define-Measure-Analyze-Design-Verify) and FMEA (Failure Modes and Effects Analysis). We can conduct proactive failure analysis based on historical data to help prevent future occurrences and improve effectiveness of problem response. UL’s proprietary Capacity Management System helps our experts accurately analyze demand patterns and efficiently develop matching resource allocation.

We further help maintain positive change through the support of advisors available on a per-project basis and via advanced training, including UL Lean Six Sigma certification programs that are designed to build capability for continuous improvement.