Application of six sigma DMAIC methodology to reduce service resolution time in a service organization (original) (raw)
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Six Sigma as a method of improving the quality of service process
Production Engineering Archives, 2018
The objective of the analysis conducted and described in this paper has been to present the practical application of the Six Sigma method based on the DMAIC cycle in improving the quality of the service process. The first part of the article contains the theoretical framework of six sigma and the issue of using its tools in the aspect of services. Afterwards, there has been calculated the initial sigma value which indicated the need for improvement. Measurement phase has been developed by the value stream mapping, process FMEA and customer survey which results have been analyzed in Pareto chart and fishbone diagram. Improve phase includes the Impact&Effort Matrix and target sigma level that can be achieved as a result of failures reducing and service quality improvement.
Six Sigma for Service Processes
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Review Paper: Quality Improvement through Six Sigma DMAIC Methodology
This paper is an attempt to review and present how the DMAIC methodology has been studied and researched by various researchers. Globalization, advanced technology, and increased sophisticated customer demands change the way of conducting business. Old business models no longer work in new economy. Defects rate of product plays an important role for the improvement of yield and financial conditions of any company. Business performance excellence is the competitive edge for commercial firms to survive in highly competitive markets. Among the many business improvement approaches available, the Six-Sigma approach has been recognized as one of the most effective methods. Organizations are increasingly adopting Six Sigma in a bid to improve the quality of their processes and products, and thus achieve competitive advantage. Six Sigma is a smarter way to manage business or department. It is a vision of quality that equates with only 3.4 defects for million opportunities for each product or service transactions, Strives for perfection. Ultimate objectives of the methodology to solve problems, improve the quality, profitability and customers satisfaction. Six Sigma is the tool through which we can improve the Quality and profitability by removing the cause of defects and variability in manufacturing and business processes. Six Sigma has been on an incredible run for over 14 years, producing significant savings to the bottom-line of many large and small organizations. Six sigma take the users away from ‘intuition-based’ decisions to ‘fact-based’ decisions. The objective of this paper is to present an overview of six sigma. The DMAIC Methodology (Define, Measure, Analyses, Innovation, Improve and Control) the problem solving steps used for six sigma projects are also reviewed in detail in this paper
Six Sigma DMAIC Methodology: A Powerful Tool for Improving Business Operations
Six Sigma is a popular approach to drive out variability from processes using powerful statistical tools and technique. Six Sigma permits only 3.4 defects per million opportunities. Six Sigma follows basics methodology to improve existing process, i.e. DMAIC. Define, Measure, Analyze, Improve, Control. It is , scientific, systematic and fact based approach. This paper also includes various applications of DMAIC methodology in different business sector like Electronics sector, Chemical and Agriculture manufacturing sector etc.
Some Practical Issues in the Application of Lean Six Sigma to Service Systems
Nang Yan Business Journal, 2014
Six Sigma as a quality improvement framework has gained considerable popularity in the past two decades. Its extension Lean Six Sigma has also been embraced by many organizations for improvement of quality and business competitiveness. One important factor for the popularity of Six Sigma and Lean Six Sigma is their potential for improving service systems, in contrast to the conventional perceptions that only manufacturing systems can benefit from statistics-based methodologies. There are however a number of issues related to the nature of service systems that must be resolved before the full benefits of Lean Six Sigma can be realized. In this paper, these issues are discussed from a practical point of view from three angles: analytical, organizational, and personal. Awareness of the existence of such issues, if not the answers to all of them, is a pre-requisite to effective adoption of Lean Six Sigma tools.
The Extent of Six Sigma Methodologies Usage in Services
2006
The last two decades have seen the application of six sigma methodologies in many manufacturing and also some service industries. Six sigma's success in manufacturing is well published. But the same cannot be said about its implementation in services. Applying six sigma to services is still limited to only a small number of services. This paper reviews the application of six sigma in service industries. Emphasis is given to application issues such as what are necessary critical success factors and key performance indicators in order for a project to be successful. A pilot study was carried out in order to highlight the issues discussed. Regardless of the service that is provided, a number of guidelines can be commonly applied to varying types of services. The aim of this paper is to help widen the scope of six sigma application in services.
Application of Six-Sigma for Process Improvement in Manufacturing Industries: A Case Study
This is an era of quality management and quality is a parameter for the selection of a product or service because the customer wants a defects free product or service. Six Sigma is a quality improvement approach that aims to reduce the number of defects up to 3.4 parts per million. In the last three decades, it helped several companies to enhance the capability of their processes and to increase the level of quality of their product or service. This case study based research deals with application of DMAIC (Define, Measure, Analyze, Improve and Control) methodology of Six Sigma to reduce the machine downtime for process improvement. The tools and techniques used during the analysis are Process Mapping (SIPOC Diagram), Process Flow Chart, Process Capability Analysis, Histogram, Pareto Chart, Pie Chart, Cause and Effect Diagram, Brainstorming, Affinity Diagram and ANOVA. The results of this study show that sigma value has improved from 2.79 Sigma to 2.85 Sigma. This study also highlighted the five critical problems (reasons) of Downtime, which are i.e. Electricity Problem, Shortage of Material, Quality Issues, Machine Fault and Reactive Maintenance. The valuable principles and practices of Six Sigma will do well by continuously refining the organizational culture. Time and commitment both are required and compulsory to bring change in cultural before they are strongly implanted into the organization. I do assure that this research study will provide opportunities to the organizations for the better implementation of six sigma projects.
International Business Management
This is an era of quality management and quality is a parameter for the selection of a product or service because the customer wants a defects free product or service. Six Sigma is a quality improvement approach that aims to reduce the number of defects up to 3.4 parts per million. In the last three decades, it helped several companies to enhance the capability of their processes and to increase the level of quality of their product or service. This case-study based research deals with application of DMAIC (Define, Measure, Analyze, Improve and Control) methodology of Six Sigma to reduce the machine downtime for process improvement. The tools and techniques used during the analysis are Process Mapping (SIPOC Diagram), Process Flow Chart, Process Capability Analysis, Histogram, Pareto Chart, Pie Chart, Cause and Effect Diagram, Brainstorming, Affinity Diagram and ANOVA. The results of this study show that sigma value has improved from 2.79 Sigma to 2.85 Sigma. This study also highlit...
Six Sigma Methodologies to Improve Processes in Industries
IRJET, 2022
Businesses operate in an environment that is fiercely competitive, where customer happiness and loyalty are essential to any company's success. Most businesses look for managerial techniques to enhance their goods and services, perfect their procedures, cut costs, and raise the profitability and happiness of the capital. These call for the application of improvement approaches, such as Six Sigma, giving businesses the chance to raise customer satisfaction and fulfil their expectations. Six Sigma has gained widespread acceptance across a number of global industries and has become as one of the most crucial topics of discussion in quality control. Using an efficient application of statistical tools and techniques, Six Sigma is a well-structured methodology used to identify the underlying causes of quality issues and to eliminate defects and process variability within the business processes. Additionally, it can assist a business in achieving anticipated goals through ongoing project improvement.