Download Lean Sigma Methods and Tools for Service Organizations: The by Jaideep Motwani PDF
By Jaideep Motwani
Each enterprise aspires to be aggressive and ecocnomic in its marketplace. to do that, a company must provide shoppers worth propositions, that could be appear within the product it produces or the carrier it presents. This in flip will create consumer loyalty and progress. there are many organizational philosophies and techniques utilized by companies to aid accomplish this objective, between that are the strategies of Six Sigma and Lean. This booklet proposes to combine the easiest practices from every one of those philosophies and observe them to a customer-focused organization--a cruise ship--whose overriding undertaking is to bring greater carrier to its clients. The authors show during this booklet how key parts of either Six Sigma and Lean--such as picking and elimination defects, removing of waste, metrics, velocity of supply, and the seamless integration of those thoughts and practices during the operation--serve to augment the type of price propositions that consumers realize and that let a firm to achieve success.
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Additional resources for Lean Sigma Methods and Tools for Service Organizations: The Story of a Cruise Line Transformation
Help people understand why change is needed and to settle their fears. (Source: Ptacek, R. & Motwani, J. (2011). The Lean Six Sigma Pocket Guide XL—Combining the Best of Both Worlds Together to Eliminate Waste! ) With the managing change plan set, Larry led a series of sessions with his leadership team. They established their mission, vision, and goals. They reviewed the company value statement, and recommitted to holding each other accountable to these standards. The leadership team discussed a plan for daily work team sessions or “huddles” in each area to discuss the day’s activities and key issues.
4. What can be done to immediately improve customer satisfaction? Larry thought he’d use these questions to stimulate people and promote more open communication regarding waste and continuous improvements. Larry reviewed the following Lean Sigma Service Excellence “Waste Walk” form. The form can be used by teams or individuals to identify waste in their work environments. Simply take the form into the work environment and look for a waste or two in each of the “Dirty Dozen” waste categories. This exercise develops a deeper understanding for waste and may provide a starting point for an initial project.
However, they too must educate their users regarding the features and use of their internal service processes. Examples include human resources, Information Technology (IT), counseling, internal supply rooms, or janitorial services within an organization. (Source: Ptacek, R. & Motwani, J. (2011). Pursuing Perfect Service—Using a Practical Approach to Lean Six Sigma to Improve the Customer Experience and Reduce Costs in Service Industries. ) Each of these services has either objective and measurable, or subjective and more difficult to measure outcomes.