Greg Burns

 Greg Burns is a quality improvement expert and certified Lean/Six Sigma Master Black Belt. For the last 30 years, he has helped organizations across various manufacturing and service industries to improve the effectiveness and efficiency of critical business processes. Greg has driven numerous efforts contributing to increased profitability through improved quality, reduced waste, decreased administrative costs, and increased customer satisfaction.
Greg specializes in teaching businesses how to utilize Lean/Six Sigma techniques as a method for process management, process improvement, and process design. To ensure a comprehensive approach to organizational improvement efforts, he provides Leadership Development and Change Management expertise. He has worked in environments regulated by the FDA, SEC, and DOI.
Greg recently took a departure from the consulting arena and became Vice President of Enterprise Quality at UnitedHealth Group – a Fortune 100 company comprised of multiple business units and employing over 78,000. Reporting directly to the President of UnitedHealth Group, Greg designed, built, and led an Enterprise Quality Team, which focused on three major areas: (1) Enterprise Operational Performance Metrics; (2) Enterprise Quality Training & Development; and (3) Enterprise Quality Improvement.
Greg has helped many organizations dramatically improve their operational performance. Results include: decreased cost of product fulfillment errors by $9M annually; improved first-call resolution by 70%; reduced data entry errors by 65%; reduced process cycle times by 75%; improved first-pass yield by 75%; reduced customer ‘churn’ by 50%; reduced process cost by improving workflow and process/systems integration; development of Key Performance Indicators, process documentation, baseline measures, and Balanced Scorecards.
Greg has a great deal of experience working in the pharmaceutical, financial services, insurance, and benefits administration arenas. He has worked with numerous clients in a variety of industries including:
Devon Energy
Ocwen Financial Corporation
American Express
Federated Department Stores
GMAC Insurance
Arrow Electronics
Preferred Payment Systems
Avery Dennison
International Surveillance Technologies
Public Service Electric & Gas
Bahamas Telecommunication Company
Johnson Controls
Joseph E. Seagram & Sons
Starwood Hotels
British Petroleum
Mercer Consulting
Sun Microsystems
Cisco Systems
St. Paul Insurance Company
Center for Medicare & Medicaid Services
UnitedHealth Group
Crown Cork & Seal
Moorman's Manufacturing
Cushman & Wakefield
National City Bank
Wells Fargo
Greg has a wide array of experience in all aspects of Training & Development including: needs assessment, instructional design, curriculum development, training delivery, and trainer development. He has created and delivered: Foundations of Quality (Yellow Belt), Green Belt, Black Belt, Lean/Six Sigma, DMAIC, DMADV, Facilitation Skills, Change Management, Leadership Development, Performance Management, Team Development, Sales Skills, and various Train the Trainer programs. Greg was instrumental in the creation and delivery of UnitedHealth Group’s Leadership Academy, where he was a certified instructor for Blanchard’s ‘Situational Leadership’. He is well known for his keen ability to facilitate ‘Rapid Decision Making’ Sessions and Kaizen events.
Greg has published the following articles: “Linking Creativity, Common Vision and Customer Connection: Synergy for Organizational Competitiveness,” (National Productivity Review); “Measuring Climate to Create a Roadmap - Not a Report Card,” (The Journal for Quality and Participation); “The Secrets of Team Facilitation,” (Training & Development); and “The Trouble with Empowerment,” (Quality Digest).
Greg received his Bachelor of Arts degree in Psychology from Manhattanville College, in Purchase, New York. He earned his Master’s degree from the Institute of Labor and Industrial Relations at the University of Illinois; Urbana-Champaign, concentrating in Organization Behavior and Human Resource Management.