Our APPROACH

We believe in People

We value your team members just as if they were our own. We work with you. During our engagements, Pro-CI practitioners strive not only to build relationships, but also to improve the value of each team member within the organization through the transfer of knowledge in Lean methods, concepts, tools, and leadership. We work with you at each step, using your input to establish and prioritize quantifiable improvement objectives, customize projects, and clearly align improvement initiatives with your strategic plans.

We believe in Customers

We deliver value to them. The voice of the customer is paramount in determining value. Our practitioners are keenly aware of how important your customers are to the success of your business. This is why with any change in the process, we always think from the customer’s perspective, not our own. Value delivered, not just perceived.

We work at point of impact

We foster engagement from day one. Process improvements are made at the point of contact with your customer. Our practitioners work shoulder-to-shoulder with client team members, who know first-hand where the roadblocks exist and the hurdles hindering success. We do not work behind closed doors but believe engagement at all levels and broad, senior management-led participation are essential to success, fostering engagement

We work in days and weeks not months

We follow the 80/20 rule. The skill, seniority, and experience of our practitioners, is what enables us in asking the right questions and diagnosing challenges quickly. Perfect is the enemy of good, therefore we follow the 80/20 rule. Our framework of solutions address the critical issues that cause 80% of the problems - delivering ongoing improvements that are key to your success.

We believe in Sustainable Results

We use training, facilitation and knowledge transfer. Your leaders must be able to lead to maintain change and continue to nurture a continuous improvement culture. Training and knowledge transfer are critical elements in every solution we deliver. We deliver continuous improvement training to your team members, grounded in Lean Sigma methodology and provide content and licensing, mentoring, lean certification and awareness programs for all levels.

Industries served

We specialize in Lean Sigma Operational excellence and have demonstrated success in transformation within a number of industry segments. Below are the examples of work we have done by Industry segment. Click each segment for additional detail.

  • Casino Operations Implementated Continuous Improvement (Lean) principles in all aspects of integrated resort operations including Casino floor layout, management spans-of-control, gaming operations, cash management and control, security and surveillance, and direct/in-direct marketing. Also applied Lean methods and practices in support services such as property engineering, call center (inbound/outbound), Human Resources, Branding, Payroll, and AP/AR.
  • Voice of the Customer (VOC) – Service Standards Developed and/or re-defined service standards and processes to exceed guest expectations. Developed internal auditing processes, external guest surveying processes, and response analytics to continuously improve service.
  • Workforce Planning Established productivity drivers and subsequent standards to improve efficiency of service and financial performance through proper demand-based scheduling. Established Standardized Work for variable labor positions to improve consistency of service and scheduling of employees.
  • Luxury Properties
    Instrumental in assisting clients to achieve luxury service standards, including Forbes 5 Star ratings through process re-engineering, while simultaneously creating efficiencies in quality and delivery through process and workforce planning.
  • Economy Brands
    Re-engineered all processes including front desk, room cleaning, engineering, and inventory control for a multi-property (450+) economy hotel chain. Redefined management spans-of-control to improve employee and guest interactions and support with utmost efficiency.
  • Stand-alone Full Service / Quick Service Restaurants
    Lean Transformation of popular Asian Fusion restaurant chains, both Quick Service (QSR) and Full Service restaurants. Re-design of new restaurants to improve customer flow and culinary production. Assisted with menu re-engineering to reduce food costs and improve customer satisfaction.
  • Integrated Resort Restaurants
    Implementation of Standardized Work in front services and culinary areas to improve guest experience and productivity. Implement Kanban inventory management practices to reduce food waste and out-of-stock conditions. Assist in developing and implement revenue improvement concepts through structured problem solving and root cause analysis.
  • Ordnance Manufacturing
    Implementation of a Lean Transformation and Continuous Improvement culture to improve production capacity and on-time delivery to the end customer. Re-engineered production workflow through implementation of Kanban inventory management and visual factory / visual management processes.
  • Medical Devices
    Single-plant, multi-line manufacturing of Wound Management and Orthopedic Reconstruction products in the UK. Re-engineered product workflow on a multi-level plant to improve production flow and reduce WIP inventory. Implemented inventory controls through a production and withdrawal Kanban pull process.
  • Packaging
    Multi-plant and multi-state consulting in many areas of manufacturing for corrugated and paper products including production flow, production smoothing, and inventory control. Utilized Total Production Maintenance (TPM) methods and practices to improve equipment up-time and reduce maintenance costs. Reduced quality defects through Six Sigma practices by controlling input variation and control. Developed internal work-in-process (WIP) inventory locations and par levels to smooth production flow.
  • Aluminum / Metal Products
    Primary focus on production smoothing through Heijunka, reduction of downtime through Total Productive Maintenance (TPM), finished goods inventory control, and 5S Workplace organization and discipline. Areas of manufacturing included cast house, extrusion, and finishing processes.
  • Hydraulic, Plumbing and Bathroom Products
    Streamline of production lines to reduce footprint and improve production throughput, resulting in the consolidation of two manufacturing plants into a single plant.
  • Catering / Food Service (multi-airline)
    Applied Lean methods to food production to improve efficiency and delivery to airlines based on very tight and limited windows for delivery between flights. Re-defined food ordering process to eliminate errors in ordering and delivery. Improved quality of invoicing processes to reduce invoicing errors through Variation Reduction and Standardized Work.
  • Compressor / Separator Manufacturing
    Re-design layout and flow for multiple production plants to improve capacity, reduce errors / rejects due to product movement, and improve on-time delivery through streamlined production planning processes. Implement visual management to create a visual factory for ease of production flow.
  • Airbag and Safety Systems
    Assist in new plant opening of a 3rd tier supplier as a joint USA / Japan start-up company. Project management of the design, development, and implementation of automated production lines using Lean and Six Sigma methodologies to ensure optimized productivity and throughput with minimal rejects.

Develop, re-engineer / improve, and implement sustainable and efficient processes in many Administrative / Back-office areas for multiple clients. Administrative / Back-office areas include, but are not limited to:

  • Human Resources
  • Payroll
  • AP/AR
  • Call Center (inbound/outbound)
  • Branding / Marketing
  • Customer Relations

Our sOLUTIONS

The faster your organization can execute in a Lean Sigma environment, solve challenges, respond to opportunities, and exceed customer needs, the quicker it will realize its growth potential. Whether you engage us for a long-term lean business transformation or a short-duration Rapid Improvement workshop initiative for specific issues, we focus on achieving results fast and building momentum around the initiative. By quickly instilling an organization-wide understanding of and appreciation for continuous improvement, we help you drive and sustain execution excellence that will set you apart from your competitors.

Operational LEAN transformation

  • Organization Cultural Transformation in Continuous Improvement
  • Capability building and knowledge transfer
    • Development of internal CI Department structure
    • Development of internal Lean Business System
    • Development of internal certification process for CI Champions and Specialists
    • Certification of each tool in CI toolbox
    • Training in Demand-Based scheduling and Labor Management
  • Committed resources from Pro-CI to ensure continuity
  • Duration of Pro-CI engagement typically 12-18 months

Project based Improvements

  • Designed for large, complex problems and/or team capability building
  • 8 Step Problem Solving with deep analytics
  • Utilizes many of the Continuous Improvement methods and tools
  • Multiple projects can be facilitated congruently
  • Duration of Pro-CI engagement typically 3-4 months per project

Rapid Improvement Workshops

  • Designed for specific opportunity identified as immediate need
  • Organizational, property-wide or departmental initiatives
  • Focused, Continuous Improvement (Kaizen) workshop
  • Standardize workflow and eliminate waste
  • Focus on Employee, Customer and Financial performance
  • Committed resources from Pro-CI to ensure continuity
  • Flexible scheduling based on client bandwidth and urgency of deployment
  • Duration of workshop typically 5 days

SCHEDULE A NEEDS ASSESSMENT VISIT

Please fill out the form below to schedule an assessment and gap analysis visit. This is a no obligation complimentary visit from a qualified practitioner with expertise in your industry to assess and identify areas of opportunity and enable us to focus on the greatest capability augmentation.

About us

At Pro-CI we help clients leverage lean process rigor rapidly augmenting operational excellence. We work at the point of impact to drive rapid results, accelerating your business performance, improving your employee engagement, enhancing customer service ethos, and making you more agile.

We started the business by introducing continuous improvement principles and techniques within the Integrated Resort industry. All of us have experience as professionals within the IR industry giving us a unique competitive edge. Our combined backgrounds and experience as practitioners of Lean, Six Sigma and Continuous Improvement has shaped our approach in delivering a rapid implementation of robust and sustainable processes to drive our client’s business performance. We exist and thrive on helping our clients make dramatic gains in operational excellence, and converting these gains into sustainable, profitable growth.

Pro-CI is globally positioned to serve you where you operate, with local talent who speaks the local language. Our practitioners work with your team members at the point of impact, to evolve collaboratively customized, solutions they can own – and sustain.

MIssion, vision, values

Mission
Provide exceptional services through transfer of knowledge and experience.

Vision
Working at the point of impact to drive rapid results, Pro-CI helps clients accelerate business performance, improve employee engagement, enhance customer service and improve bottom line performance.

Core Values
We believe in loyal and dedicated partnerships with our clients.
We strive for meticulousness and precision in our processes.
We incorporate honesty and integrity into our business practices.

MULTI-LINGUAL

We deliver training and consult in multiple languages. This ensures that the concepts and tools are clear to the line staff – who at the point of impact deliver and execute, to sustain Continuous Improvement.

English |  Cantonese | Hindi | Mandarin | Tagalog | Tamil

What our clients say

“Jerry is a great teacher and an industry expert in his own field. If you want to know what Lean/CI is, you have to meet Jerry. He was my ex-property consultant and I used to work alongside with him as a site leader. We’ve successfully implemented a Lean culture with his guidance and support. We had monthly CI events and daily site walks in the quests to drive TM engagement and improve business performance. The survival of the company relies on the ability to drive the CI effort to increase quality and reduce cost and I think we had a great time achieving this together."

KentLee
Kent Lee, MBA
Director Resort Operations at The Grand Ho Tram Strip - May 1, 2018

“I had the privilege of being exposed to Kaizen in 2015 with Pro-CI. While working in luxury hotels as a senior level executive for many years - having a thousand hours of quality training including Six Sigma, Ken Blanchard, Steven Covey and winning prestigious awards as the Malcom Baldridge and Forbes 5 star - nothing really compares to Jerry's exposure to Kaizen. I found it incredibly helpful and practical for everyday life both in and out of the hotel. These training events truly make the difference between good and great. I can’t wait to introduce Kaizen to my current property.”

mhirsh
Marlon Hirsh
General Manager Nobu Miami

GET IN TOUCH

Global coverage

United States | Hong Kong | Macau | Malaysia | Philippines

Call

USA +1 702 219 7010
Macau +853 6277 4882
Malaysia +60 11 1627 5701
Philippines +63 915 275 7035

Email

Support@pro-ci.com

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