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HBOK 1-581

Title Taking the Reins
Author(s) Lynn Kelley
Source Quality Progress
Topic Organizational Culture

Engaging and Empowering the Workforce

Abstract To keep ahead of the competition, manufacturer Textron implemented Lean Six Sigma in 2002. Five years later, feedback from internal customers revealed that early deployment practices were not effective after the method was established and could in fact cripple the initiative. As the Textron Six Sigma (TSS) model became more dogmatic and bureaucratic, it became clear it was time to let go of the stringent requirements and allow the business units to own their deployment. A maturity/deployment guide was developed to help the business units make their decentralization plans. Changes have been difficult, but each change resulted in Textron rising to a higher maturity level with increased internal customer satisfaction. Sidebar articles offer the TSS satisfaction survey and instructions for using the maturity/deployment guide.
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