About Us
Lem Tingley
Lem Tingley is a results driven leader with a strong history of driving teams to directly improve customer experience, quality, reliability, efficiency and overall cost within global design, supply chain and manufacturing operations. He is a Certified Master Black Belt with over 30 years’ experience in quality, operations, manufacturing and customer service. 20 years of which have been in entrepreneurial, management and senior level positions. He is also highly experienced with defining and implementing software and cloud solutions to solve complex problems. He currently resides in Golden, Colorado.
Quality and Operational Efficiency
Growing Stillness Consulting provides simple and effective solutions to complex problems. We have broad experience in Quality, Reliability, Lean Six-Sigma, Customer Experience, global sourcing and operational efficiency.
Our methodology follows the established Plan-Do-Check-Act model. We perform stakeholder reviews and thorough data analysis to truly understand the challenges facing the organization. Whether they are quality issues, delivery challenges, reliability improvements, inefficient processes, poor communication, or supplier challenges. Simple Pareto charts, value stream maps, trend charts or capability studies will be developed to highlight the opportunities and recommend potential actions for improvements. The project plan will also include an ROI and improvement projections.
We also guide the execution of the approved improvement actions. Stakeholder involvement is the key to successful implementation. We define and implement key performance indicators to ensure we can validate and monitor improvement, and enable the ability to easily control processes and look for other opportunities for improvement in the future. During the process we also mentor and train key personnel involved with the project.
Customer Experience
Having a positive customer experience is the key to any successful business. Countless studies have shown the correlation between customer satisfaction scores and profitability, and many factors impact the overall customer experience.
- Product Quality
- User Interface
- Customer Onboarding
- Technical Support
- Sales and Account Management
Bottom line is that organizations need to employ the Golden Rule “treat customers how they would want to be treated” in all aspects of their engagement with the customer. We have extensive experience not only improving product quality, but addressing the many other areas that contribute to Customer Success.
- Establish customer focused KPIs like NetPromoter
- Determine leading indicators for customer success
- Document the Customer Journey
- Gather Voice of the Customer Data
- Improve ease of support and self-support capabilities
- Expand knowledge base and utilize multi-media tools
- Test and improve product user interface
Strategic Sourcing
We have extensive experience sourcing and managing suppliers in the US, Mexico, China and the rest of Asia. There are many factors to consider when sourcing global suppliers.
- Cost
- Quality
- Capacity
- Manufacturing Capabilities
- Local employment laws and regulations
- Shipping and Logistics
- Travel
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While we always prefer to source suppliers in the US, this is not always the most cost effective option. But you must also factor in the cost of shipping, travel and most importantly the cost of quality if the supplier is not meeting your quality standards. We will work with your suppliers to improve quality, delivery, cost and capacity to optimize your supply chain.
It is also important to set up simple and efficient incoming, in-process and final testing to verify product quality. Process Control Plans are an effective means to collaborate and document inspection requirements. Using digital inspection equipment, we have set-up SPC to show the data real-time on a shared server and validate that reaction plans are being executed when measurements are out of control limits. This also makes it easier to do additional data analysis, such as correlation studies and tolerance analysis, to optimize your production efficiency.