Providing excellence in customer experience through service operations

Extending lean methods into service repair and global parts distribution processes


Practitioner Presentation
Thursday, Nov. 7 Location Code
9:15am-10:15am Regency Ballroom D, West Tower, Ballroom Level ThS/39

Hear how Alcon's lean journey of over 25 years is now crossing over the entire enterprise, "it isn't just for manufacturing anymore!" Alcon's lean journey will show how a grass roots beginning led to forming a global OpEx team and an entire corporate transformation.


This session is a case study of implementing lean six sigma methods into the service repair operations of Alcon's global technical service center and global parts distribution warehouse. Through lean methods, the technical services team has enhanced customer experience providing higher service quality, reduced cost and consistent on-time international parts availability. See how service parts repair is performed in cells, visual management boards, 5S, leader standard work and kanban flow. Gain insights into the lean transformation of warehouse operations. This session will feature an award-winning video showcasing the teamwork and results of the lean transformation.


Alcon is the global leader in eye care, dedicated to helping people see brilliantly. With our 70-plus-year heritage, it is the largest eye care device company in the world – with complementary businesses in surgical and vision care. Being a truly global company, Alcon works in over 70 countries and serve patients in more than 140 countries. It has a long history of industry firsts, and each year commits a substantial amount in research and development to meet customer needs and patient demands.

Presenter: Butch Yellott

Butch Yellott is director of global operational excellence leading project management, providing training and mentoring LSS green and black belt certifications. He has had responsibilities in operations and quality assurance management of surgical instrumentation production for Alcon, and has received numerous Alcon Excellence Awards for achieving significant operational improvements. He has 35+ years of experience in electromechanical and medical device manufacturing, and has been a leader in implementing transformational improvements at Alcon and Unisys utilizing lean methods. Yellott has a batchelor's degree in engineering from Southwest State University, Minnesota. He is a certified LSS black belt, quality engineer and quality auditor.