Giving Process a Human Face and Making "Ninja Stuff" Palatable

Customers may value a personal relationship, says Adrian Dunn, Process Improvement Lead at BP Lubricants, but they are increasingly looking for certainty. In this PEX Network video interview, recorded on location at Process Excellence Week Europe, Dunn describes how standardization can help achieve not just operational efficiency but also improve customer-facing processes.

He also discusses the importance of people - "they're at the back end of everything," he says - and how to make unpopular words like standardization or even that "Ninja stuff" (Six Sigma) more palatable to the business.
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