Lean Six Sigma Services
Lean Six Sigma Services make your company more profitable by utilizing proven concepts to eliminate waste in order to bolster margins and increase value.
Contact us today to discover how LeanVista can take your company to the next level with Lean Six Sigma Services.
Improve Speed to Market, Eliminate Costly Waste, Improve Profitability and Service Quality using Lean Six Sigma Services
Lean Six Sigma Services has its origin in the Toyota Production System. Lean in the Service sector is subject itself to continuous improvement, and as such there are an increasing number of concepts that may or may not be included as part of Lean Six Sigma Services. A key goal of Lean Six Sigma Services is to eliminate waste. The original seven wastes (Muda (Japanese term)) were defined by Taiichi Ohno, the father of the Toyota Production System. These wastes have been often been redefined to better fit new organizations, industries, or external pressures. (1)
One redefinition of these wastes for service operations by Bicheno and Holweg (2009) is as follows:
- Delay on the part of customers waiting for service, for delivery, in queues, for response, not arriving as promised. The customer’s time may seem free to the provider, but when she takes custom elsewhere the pain begins.
- Duplication. Having to re-enter data, repeat details on forms, copy information across, answer queries from several sources within the same organization.
- Unnecessary Movement. Queuing several times, lack of one-stop, poor ergonomics in the service encounter.
- Unclear communication, and the wastes of seeking clarification, confusion over product or service use, wasting time finding a location that may result in misuse or duplication.
- Incorrect inventory. Being out-of-stock, unable to get exactly what was required, substitute products or services.
- An opportunity lost to retain or win customers, a failure to establish rapport, ignoring customers, unfriendliness, and rudeness.
- Errors in the service transaction, product defects in the product-service bundle, lost or damaged goods.
Lean Six Sigma Services concepts were first published in the book titled “Lean Six Sigma: Combining Six Sigma with Lean Speed” authored by Michael George in the year 2002. Lean Six Sigma Services utilise the DMAIC phases similar to that of Six Sigma. The Lean Six Sigma projects comprise the Lean’s waste elimination projects and the Six Sigma projects based on the critical to quality characteristics. The DMAIC toolkit of Lean Six Sigma Services comprises all the Lean and Six Sigma tools. (2)
LeanVista has significant experience applying Lean Six Sigma Services to business and IT organizations. Let LeanVista take a look at your processes to assess the gap between where you are in contrast to an attainable future state that makes process a strategic competency in your value proposition.
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