162: Uncovering Root Causes of Chaotic Growth on the Path to Operational Excellence with Lauren Hisey

Business Infrastructure - Curing Back Office Blues

Lauren Hisey thought she wanted to be a lawyer until she took some law classes and realized she didn’t have a passion for it. A chance encounter working at a call center while in college helped her discover that her true love was in operations. She went on to have a successful career working at AT&T and Nielsen, leading projects that saved both companies millions. Now, Lauren has her own consultancy where she applies her signature “calming influence” as well as Lean Six Sigma principles to help companies improve profitability and achieve sustainable growth.

In this episode, Lauren shares a behind-the-scenes account of how she helped a company turn around a grim situation – handling unanticipated demand for their new product with limited, burnt-out staff, high customer support hold times, and rising costs. While doing so, she describes what a Gemba walk is and why uncovering root causes is essential to identifying and solving the right fast-growth challenges.

🔗 Links to Resources Lauren recommends: https://businessinfrastructure.tv/2021/08/15/162-uncovering-root-causes-of-chaotic-growth-on-the-path-to-operational-excellence-with-lauren-hisey

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