News

Punta Pacifica Realty is proud to announce a new initiative to reorganize and reinvigorate the way we do business. As part of our ongoing efforts to increase efficiency and customer satisfaction, we’re implementing Operational Excellence (OpEx) philosophy to create a framework to continuously monitor Punta Pacifica Realty’s performance and customer satisfaction. OpEx includes four disciplines of execution ending with process improvement using Lean Six Sigma (L6S) methodology of work to spot problems, find root causes, implement solutions, and control sustainable results.

As part of this commitment, we’ve also brought on a new Chief Operating Officer, Candy Barcenas Justiniani, a Panamanian who is an experienced OpEx leader and coach in the L6S methodology of work. She has more than 30 years of experience in management, and her understanding of the nuances of leading and teaching the program, as well as her knowledge and love of Panama, make her an ideal person to lead this transition for the Punta Pacifica Realty team.

As a Chief Operating Officer (COO), Candy will lead the transformation of PPR to a “zero lost mentality” culture, based on teamwork and a cadence of accountability for key performance indicators (KPIs). This role includes ensuring that PPR operates effectively to improve customer satisfaction, deliver financial goals and execute its growth strategies.

Lean Six Sigma is more than a simple course or certification program. It is an ongoing program to foster a culture of continuous improvement, with employees empowered to identify and solve problems. First implemented by a Motorola engineer in the 1980s, L6S has been used by many of the biggest companies in the world, including General Electric during Jack Welch’s tenure. The program has been proven to improve efficiencies, reduce costs, and elevate response times.

Our adoption of the L6S program — and bringing on Candy to lead our efforts — will pay benefits for our clients in many ways, especially for our property management clients.

1. Faster Issue Resolution: Through OpEx, Punta Pacifica Realty is implementing better tracking and monitoring systems to handle customer inquiries and complaints more efficiently, resulting in faster issue resolution for property management. These periodic reviews highlight opportunities that are improved by applying the L6S methodology.
2. Streamlining Processes: L6S is helping us identify and eliminate unnecessary steps or inefficiencies in customer service processes, leading to quicker response times and improved overall service delivery.
3. Waste Reduction: Lean tools allow PPR to identify and eliminate waste in our customer service operations, such as excessive paperwork, redundant tasks, or unnecessary follow-ups, leading to cost savings and improved efficiency.
4. Root Cause Analysis: When faced with customer complaints or issues, L6S tools can be used to conduct root cause analysis, enabling our property management team to address the underlying problems and prevent similar issues from recurring.
5. Data-Driven Decision Making:  By gathering and analyzing customer feedback and service metrics, our property management team can make data-driven decisions to enhance our customer service. We are transforming the way we process our data to better analyze our work.
6. Standardization: Six Sigma (6S) tools promote the establishment of standardized processes reducing variation, and ensuring that all customer service representatives follow consistent procedures and deliver a unified level of service.
7. Improved Customer Experience: By optimizing processes, L6S reduces errors, minimizes wait times, and ensures consistent and high-quality service.
8. Employee Training and Development: OpEx ending with L6S training emphasizes the importance of employee involvement and skill development. By training staff in how to apply Lean Six Sigma tools to improve their processes, Punta Pacifica Realty is fostering a culture of continuous improvement and a mindset of customer-focused problem-solving.

We expect L6S to have an immediate impact on the consistency and quality of our work. We are constantly looking to improve, as individuals and as a firm.

That said, this is a long-term investment in how we operate. OpEx philosophy and L6S methodology of work will allow us to create an excellent foundation of principles and processes that everyone can follow. By creating a stable base of operations, we can grow the firm, reduce operating costs and create stronger relationships with our clients, the people who matter.