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Tuesday, March 27, 2001


Dear Charles,

In late 1997 NCR's Self Service Division, based in Dundee Scotland and the world leader in Self Service Terminal manufacture, was introduced to Cross Functional Process Mapping (CFPM) by Charles Loew, then of Motorola University. CFPM was first applied to the Order to Installation process resulting in a significant (73%) reduction in cycle time. Charles contributed in a major way to the success of the initial project and was retained to assist with a subsequent project, which resulted in similar performance improvement.

Charles also introduced the Self Service Division to Six Sigma. During the initial CFPM project it was identified that Self-Service required a methodology which could be used much more extensively throughout the organization - at the day-to-day operational level. Charles recommended Six Sigma and was invited to present the methodology to Senior Management. Subsequently NCR have adopted Six Sigma as their principal process improvement methodology.

Since the initial engagement of Charles the Self Service business, together with other business operations within Financial Solutions Division, have successfully used the CFPM methodology on different processes and has made major steps on the journey to becoming a true Six Sigma company.


Yours sincerely,

Roy A. Hodgkinson
Vice-President Quality

MASET, LLC    P. O. Box 11663    Chandler, AZ 85248
Phone: 602-721-3680     Fax 480-802-4710


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