— John Karolenko, director of project development for PHH Arval, was the featured speaker for the American Society for Quality (ASQ) Baltimore Chapter meeting on Sept. 15, 2005. Karolenko’s presentation — “How PHH transformed Six Sigma into a service methodology” — addressed PHH Arval adopted and adapted Six Sigma to address the challenges faced by service organizations. This PHH-proprietary methodology, called “Rally to Results” or R2R, is a service delivery initiative that ensures continuous improvement by measuring processes in ways that PHH can then act upon. R2R includes many of the core philosophies of Six Sigma, but also embraces other best-in-class methodologies and PHH-specific knowledge to objectively evaluate processes, identify where they break down and how they adversely impact clients, develop and implement corrective actions, and monitor the results. In developing the R2R performance management program, PHH’s primary focus is on the three critical aspects of operations that clients have indicated are most important to them: speed, reliability, and value.