 |
 |
|
Using Performance-Based Leadership and Six Sigma to Drive Behaviors Tied to Desired Business Results
John Cramer
Business Operations Director, Six
Sigma Business Excellence
CIGNA Corporation
Part of the holistic quality approach used at CIGNA combines the discipline and rigor of Six Sigma with Applied Behavioral Science to identify critical behaviors driving the right business results, not only by employees directly involved in the process flow, but also the management leadership behaviors required to reinforce the new behaviors supporting the improved process. We will review a case study of how critical behaviors by front line staff, managers, and directors, were identified and vertically aligned to support process improvements made to a transactional service process and how Six Sigma controls and measurement systems were implemented to track and monitor results.