Lean Six Sigma - Service

With the globalization of business, share of service sector is rapidly growing in every country’s economy. Customers are expecting quality service from every service sector which is equal or better than the global bench-mark. All service sectors including hospitality, travel & tourism, telecom, banking, insurance, healthcare, education, retail, food supply chains, reality sector, etc. all need to improve their service quality to match with the best in class

Most of services has a lot of intangible component, therefore it becomes quite difficult for service providers to see, measure, monitor and control the defects, delays and wastes to meet the customer expectations

Lean production management, which has done wonders in manufacturing excellence is gradually spreading its application in service processes to attain service excellence

Lean Six Sigma- Service

Lean Six Sigma service is about process speed and quality – finding ways to make your customers happier by getting services faster and better at lesser price, just in time. Lean Six Sigma service creates value for the customer and wealth for the service provider organization by eliminating non-value added activities, which add costs and time. More and more companies are starting to unleash the power of Lean Six Sigma in their business process improvement efforts. Lean Six Sigma can help your business in a number of ways, including:

  1. Maximizing process speed
  2. Reducing the cost of complexity – removing extra steps and non-value added activities in service realization processes
  3. Reducing delay times in each process activity
  4. Increasing your bottom line and customer satisfaction by concentrating on “value added activities” and eliminating root causes of non-value-add activities

The objective of Lean Six Sigma Service is to develop the service value streams capable to design, and deliver the services as per customer’s specification based on JIT system to ensure the timely delivery of services it is essential that every process, right from order to delivery is leveled in such a way that process cycle time is matching with the demand rate. This can be made possible by detection and elimination of waste through deployment of Lean Six Sigma Service techniques in the entire operations of the company

Lean Six Sigma- Service Implementation Strategy

Lean Six Sigma service is based on belief that the people who are touching the process are true experts, therefore all improvements can be practically and effectively made by developing “Lean Service Attitude and Behavior” of people through a series of knowledge and skill development training programs, counseling and mentoring by experienced Lean Six Sigma Consultants

For successful Lean Six Sigma implementation the four key areas need to be aligned and improved in line with Lean Six Sigma principles are; people, processes, workplace and management system. Brief description of consulting activities and deliverables in the four areas is presented below:

Improvement Areas Activities Deliverables
1. People Lean Six Sigma Awareness Training Lean Six Sigma Foundation & Implementation Training Enhanced Knowledge & Skills of people to identify process problems and solve it by applying Lean Six Sigma tools
2. Processes Base line performance Audit, Constraint Diagnosis & Problem Solving, Six Sigma tools Improved Quality, Reduced Cost & Improved On-Time Delivery, Reduced Waste
3. Workplace Five S & Visual Management Systematic & well organized workplace
4.Lean Six Sigma Management System Introduce Lean Six Sigma Management System Continuous improvement, effective planning, monitoring & control