Making DPMO part of Discovery’s DNA – one opportunity at a time
Larry Borowitz, executive responsible for quality at Discovery Health, is the epitome of cool. A former systems engineer and manager, he drives the quality process throughout the organisation. Larry has long been a champion of Lean Six Sigma and an enthusiastic supporter of BMGI. His efforts in applying the DPMO (defects per million opportunities) methodology in Discovery, particularly in its call centres, have grabbed the imagination of call centres globally.