Provision of training in process mapping, analysis and improvement for Schindler


Keypath MD, Nick Warn, delivered a Process Mapping Training Session for Schindler’s Annual Quality European Network Meeting for Quality Managers, held in Paris, France. Rick Tower, Schindler’s VP for TQM had long felt that for Schindler to be continually successful process orientation, analysis and continuous evolution were essential and the Quality Managers were the logical functional group to accept responsibility for driving process change.


Rick needed someone who was experienced in the art, flexible enough to work with his requirements and skilled as an instructor. He investigated approximately a dozen consultancy services in Europe and the US before deciding on Nick Warn and Horwood International (now Keypath).  Interestingly, the entire exchange was conducted electronically (internet, e-mail and telephone). They did not meet until the night before the class was to take place.  Rick believes very strongly in meeting people face to face before committing to an engagement (as does Nick) so this represented a leap of faith for both.  As it turned out, it was a jump worth making.

The focus of the session was on powerful, yet practical, tools people could apply in any situation. Attendees returned home with something tangible they could immediately use to create process change.

“[Nick] delivered precisely the package we asked for and wanted. Every aspect of content and nuance discussed was included.  The presentation was professional and expertly delivered. It was a session long on the practical and short on the trivial. The tools I wanted put in the hands of the attendees were, indeed, placed there. The only problems we experienced resulted from my not providing adequate time on the agenda to truly do justice to the subject matter.” Rick Tower.

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