Lisa Custer, PhD

Lisa brings decades of global experience in designing and implementing continuous improvement programs based on multiple methodologies – Lean Six Sigma, Design, Total Productive Maintenance, Lean, and Quality Systems. She has worked with numerous clients to drive program success and brings considerable insight to building sustainable improvement cultures.

Comfortably working closely with senior leaders and front-line staff, Lisa partners with clients to drive significant results in support of corporate objectives. She has served numerous organizations in the design and implementation of operational improvement initiatives that increase customer satisfaction, deliver significant financial benefits, and build capability in their associates.

Lisa is a frequently invited speaker at major industry gatherings as an expert in Six Sigma, Lean, and Design for Lean Six Sigma. She has used that expertise to train and mentor over 1500 senior leaders, Black Belts, Green Belts and Kaizen Leaders around the world.

Publications and Insights

Notable Achievements

  • Led enterprise-wide assessment and improvement projects for a large pharmaceutical company. Identified $50M in savings in a core business process.
  • Led global Lean Six Sigma operational excellence deployment for a company with sites in twenty-eight countries including program design, operational diagnostics, and building internal capability. The program delivered over $220M in savings in 2 years.
  • Led a team to redesign the policy renewal process for a leading insurance company. Customer journey maps provided insight. Hundreds of simplification ideas were identified, along with process and technology solutions.
  • Led projects at a healthcare company to increase efficiencies and improve patient satisfaction. Projects included improving contracting cycle time with physicians and medical providers and improving internal staffing.

Education

Arizona State University
PhD, MSE Industrial Engineering

Georgia Institute of Technology

BME Mechanical Engineering

Certified Master Black Belt

American Society for Quality

Management, Lean and Innovation Divisions

American Statistical Association

Past Secretary, Quality and Productivity Division

Total Productive Maintenance

JIPM Certified TPM Instructor

Arizona Governor’s Award for Quality

Auditor, based on Malcolm Baldridge criteria

Firefly Publications

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