Mexico 2department of industrial and manufacturing engineering institute of engineering and technology. Case study analysis of six sigma implementation inservice organisations article pdf available in business process management journal 186. Bringing order to orders at the nebraska medical center pdf, 118 kb. First, this study will briefly summarize the five phases of the six sigma methodology. Apr 06, 2015 all case studies are sent via email as pdf files. The case study data used in this book may be downloaded from the publishers. Purpose this paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Six sigma case study handling time reduction at call center. All organizations must achieve an acceptable level of performance to survive and be profitable. The lean six sigma team approached the problem in the beginning using standard methodology. Six sigma aimed to achieve perfection in every single process of a company narula and grover 2015. Lean six sigma manufacturing case study defect reduction in. International journal of productivity and performance management lean six sigma in a call centre.
Creation of a good working relationship with the customer city of columbus was paramount at this stage in the. You can increase satisfaction in call centers by effectively using six sigma principles. Lean six sigma framework in sme organizations is needed. Solis delivery excellence manager, certified six sigma black belt, accenture inc, philippines the 4th lean six sigma conference 2014 march 11, 2014 march 12, 2014 hotel. Use of lean six sigma to improve call center operations slideshare. The study describes improvements in the operation of the call centre attributable to lean six sigma. Since implementing lean six sigma, cocacola enterprises have been reaping the rewards including faster customer query resolution, increased b2b call centre efficiency and through implementing lean. Sigma teaching lab a flexible process improvement case study with data sets and tools for instructors to deliver multiple learning objectives. It combines lean manufacturing lean enterprise and six sigma to eliminate the eight kinds of waste. A case study adan valles 1, jaime sanchez 1, salvador noriega 2, and berenice gomez nunez 1 1research and graduate studies division cd. Nov 02, 2010 this paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. One of the first challenges was creating a useful measurement system, including developing and testing. Articles lean six sigma certification 6 sigma training.
The two major types of call centres are outbound centres and inbound. Our training is delivered by qualified tutors who support you all the way to national six sigma black belt status. Sixsigma for improving topbox customer satisfaction. To promote teamwork, staff are paid a bonus based on overall contact centre call quality and call wait times. College for girls, sec14, gu rugram, haryana, india abstract. Prepare for a career in quality control with lean six sigma green belt training and certification. Lean six sigma certification a toprated and indias most recommended lean six sigma course. Six sigma help desk case study custom dissertation basics. One of the most vital concerns in manufacturing industries regardless of the particular. Since implementing lean six sigma, cocacola enterprises have been reaping the rewards including faster customer query resolution, increased b2b call centre efficiency and through implementing lean tools, have gained a greater understanding of their end to end processes and how to ensure these smoothly operate at optimum capacity. It tracks a dmaic project from inception through its five phases.
A six sigma study in kentucky university of kentucky fayette. Faster lab results using six sigma and lean pdf, 188 kb a six sigma lean project helped a laboratory develop a solution for delivering blood test results to doctors by 6 a. To assist in the implementation of lean six sigma in medtronics manufacturing plants. In this six sigma case study, we look at a call center with over 1,500 call agents. International journal of productivity and performance management, 598, 757768. Using lean six sigma to improve call center operations. The goal is to make a company more competitive and profitable.
All organizations must achieve an acceptable level of performance to survive and be profitable, regardless of industry or service sector. The paper also elaborates the advantages of six sigma in call centre. A combination case study and tutorial illustrates six sigma use in an it call center. With the right combination of expertise, statistical analysis and structured lean six sigma methodology, green.
A case study on improving productivity by reducing operation. A six sigma case study tutorial for it call center part. The goal is to make a company more competitive and. Lean six sigma certification lean six sigma training. Improving productivity by reducing operation cost as six sigma process improvement 151 sequentially. Lean six sigma manufacturing case study defect reduction in equipment manufacturing introduction. Introduction a six sigma process is one in which 99. To do more with less and put empathy, heart and purpose right at the centre of lean. A teambased, oneday simulated project game for practicing the investigative and analytical skills lean six sigma professionals need. Keywords lean production, six sigma, call centres, production improvement, operations management paper type case study introduction the objective of this.
In 2006, more than 70 percent of the projects relied upon lean six sigma methodology. Designmethodologyapproach the study draws on process information and primary data from a real project. The organization had noticed that its call handling times were increasingly creeping up over the past few years, with no one indicator or. My goal as author and editor of the lean six sigma case book is to provide the learner with an understanding of how others applied lean six sigma and a guide for how they might solve their. Also, a proposed solution may emerge early in the measure and analysis phase, leading to an emphasis on planning and implementation in the improve phase. Lean six sigma and process improvement case studies. Year after year, six sigma continues to be a keystone of the business world, open ing the doors for. Lean six sigma 1introduction lean six sigma is a combination of well known waste elimination and process improvement techniques lean manufacturing and six sigma. A case study on improving productivity by reducing.
Lean six sigma was applied in a rather large call center that employs over 300 nurses and processes greater than a million triage calls per year from multiple sites. Dec 30, 2016 this project tried to address the issue of whether lean six sigma can be useful in a call center environment. Lean six sigma is a method that relies on a collaborative team effort to improve performance by systematically removing waste and reducing variation. The course is aligned and accredited by international certifying bodies and integrates six sigma, lean and dmaic methodologies using case studies and. Dec 15, tools and process improvements in practice to call center call centers help uk. The case study is aimed at helping the company become more competitive and profitable.
Case study acquanas international congratulations you have been recruited as a black belt by vintage calls, a provider of outsourced. Jan 19, 2015 a lean six sigma project to reduce leadtime at a tubing company. A six sigma case study tutorial for it call center part 3 of 6. The study draws on process information and primary data from a real project. Com priya sharma assistant professor, commerce department, govt. Defects, overproduction, waiting, nonutilized talent, transportation, inventory, motion, and extraprocessing. They diminished waste by cutting spending, wiping out nonesteem including process stages, and developing a kaizenbased organization culture. Lean six sigma in a call centre laureani et al, 2010a. Lean six sigma in a call centre laurea ni et al, 2010a the two major types of call centres are outbound centres and inbound centres. Applying lean six sigma in an improvement project raising. My goal as author and editor of the lean six sigma case book is to provide the learner with an understanding of how others applied lean six sigma and a guide for how they might solve their organizations problems by applying lean six sigma. This project tried to address the issue of whether lean six sigma can be useful in a call center environment. Pdf purpose this paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation find, read and.
Also, a proposed solution may emerge early in the measure and analysis phase, leading to an. Lean six sigma case studies our lean six sigma training courses will help keep your business processes lean, and deliver faster and better as well as boost customer satisfaction. Instead of focusing on individual people, take a holistic approach to the entire center. Pdf lean six sigma in a call centre case study munavver. All staff work 8am5pm with 1 hour for lunch staggered from 11. This six sigma case study looks at how our client, a call center, was able to greatly reduce the average handling time of inbound calls. In six sigma, the term sigma used to represent the variation of the process antony and banuelas 2002. A case study article pdf available in international journal of productivity and performance management 598. Lean six sigma brings outstanding customer service to coca. One of the first challenges was creating a useful measurement system, including developing and testing operational definitions for first call resolution and fiveday resolution. Sep 20, 2017 six sigma aimed to achieve perfection in every single process of a company narula and grover 2015. Using lean six sigma to improve call center operations isixsigma. Ssdsi used day 0 of the event to complete data analysis to reduce the scope of the project.
The first measurement system analysis msa testing the application of these. Both six sigma and lean are heavily invested in teamwork, after all, which is essential to maintaining good results for criticalto. Such was the case in the productivity improvement project. Aug 01, 2009 case study from a healthcare call center. This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Case study a fictional case study based on simulated data is presented, a copy of which is available on request from the authors. They solved this problem by applying lean six sigma techniques, such as a datadriven problemsolving process, to devise solutions to waste issues. It says that the call center had enough call flow to keep the representatives buzy. The scenario around which the data has been simulated is fairly typical of call centres. Faster lab results using six sigma and lean pdf, 188 kb a six sigmalean project helped a laboratory develop a solution for delivering blood test results to doctors by 6 a. Implementation of six sigma in a manufacturing process. Next, it will briefly describes the application of six sigma in various functional areas other than manufacturing operations. The company in question is a high sku environment and their original request was to reduce the lead time in all skus.
This call center receives thousands of calls per day. Your workshop leader will assume the role of ceo of acquanas, your major customer as well as your business champion and subject matter expert. By applying both lean and six sigma methodologies to a process, medtronic knows it is running the most optimized and efficient process possible. Designmethodologyapproach the study draws on process. Lean six sigma green belts are specialists in the implementation of lean six sigma projects. A case study is presented in the second part of the article to study the. Lean six sigma manufacturing case study defect reduction. Lean six sigma was applied in a rather large call center that employs over 300 nurses and processes greater than a million triage calls per year.
Pdf case study analysis of six sigma implementation. Six sigma help desk case study malinda augland february 06, 2019 sigma classes to begin with a stock and other quality and case study was to improve an it organization, she depended on healthcare and. Six sigma help desk case study custom dissertation. The final tollgate lean six sigma training and software. With the right combination of expertise, statistical analysis and structured lean six sigma methodology, green belts are able to achieve significant improvements in performance and quality. Not all lean six sigma tools were used during the project and only the ones relevant to the improvement project are described in this research.
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