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Six Sigma and the Mobile Workforce

Summary: The deployment of Six Sigma in the mobile workforce, such as field sales and service, has not met with the success other areas have experienced. This fact is significant because these are the workers who have the most customer contact. The technology-only solutions tried by some organizations have failed to address other factors important to the use of Six Sigma in mobile workforces. Four tips are given to help organizations understand the business needs and cultural factors working against Six Sigma application under these circumstances. A case study illustrates the cultural change required for Six Sigma success. Sidebar articles explain how Bayer Ltd. is using mobile task automation, and reveal John Kotter's eight-step change management strategy.

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