About Blogger: Laura Gibbons

Laura Gibbons is a black belt for Expedia, Inc., based out of their Bellevue headquarters. Laura started with Expedia’s Agency Operations group as a Business Analyst in 2002 through 2004, when she transferred to the Customer Satisfaction team, which was in its infancy, though was quickly promoted to Manager. It was here that Laura took the scorecard philosophy and fused it with the vision shared with her by one senior leadership executive and flawlessly delivered the "Expedia Scorecard platform". And thus began her personal and professional journey to balanced scorecard excellence.

In January 2006, Laura was selected to be a part of Expedia’s first wave of black belts and was again, a program innovator and collaborator, helping the then newly budding Lean Six Sigma program gain momentum. Through the course of her first 2 projects, she helped transform the upper escalation tiers, a historically cost-prohibitive support channel in contact centers, into one leaned out high-touch, highly value-added support channel with built in overflow redundancy, saving Expedia an estimated $900K in annual people costs.

On top of her LSS project work and her internal evangelism and strategic planning for the Scorecard Platform, Laura actively mentors 5 green belts, which is what she enjoys the most out of being a black belt. Equally important to her, Laura also designed and developed the Expedia Six Sigma team home page and continues to be the team lead in the Corporate Performance Management (CPM) space, speaking at multiple conferences each year.