Report: Lean Six Sigma for the Service Sector Training, August 26-30, 2013, Islamabad, Pakistan

Group Photo

Group Photo

BRIEF DESCRIPTION / BACKGROUND

Six Sigma was first developed at Motorola in 1987 and became popular in the 1990’2 after General Electric adopted it. Since then, Six Sigma has been applied by various multinational corporation including Toshiba and Sony as it aims t reduce costs while increasing profits by eliminating variability, defects and waste, all of which aim for customer satisfaction and customer loyalty. Six Sigma is data driven and employs mathematical tools and statistical analysis. A problem solving process known as define, measure, analyze, improve and control (DMAIC) is extensively used in Six Sigma.

Lean Six Sigma is a process improvement program that combines two ideas: Lean, a collection of techniques to increase speed in providing products and services; and Six Sigma, a collection of techniques for quality and productivity improvements of products and services. Lean Six Sigma combines the accuracy of Six Sigma and efficiency of Lean Management to achieve rapid improvements in the quality of service, customer satisfaction, process speed, and over all improvements of the organization.

Organizations are beset with problems regarding quality, cost, speed/safety and delivery of products and services. There are notions that Six Sigma is applicable only to manufacturing but it has been proven by other countries that it can be applied to service sector when combined with Lean Management.

The objectives of this project is to provide basic training in step-by-step application of the Lean Six Sigma methodology in the service sector and explain synergistic applications of combined Lean Management and Six Sigma for productivity enhancement in the service sector, and be able to apply and implement the principles in their respective organizations.

OBJECTIVES FOR PARTICIPATION

1. To be able to acquire the knowledge about Lean Management and Six Sigma methodology and impart this knowledge to member companies of Mindanao Association for Quality (MAQ), to help them implement the program.
2. To be able to acquire the expertise of a Lean Six Sigma facilitator and help facilitate the SME beneficiaries of MAQ projects in application and implementation of this program in their organizations.

EXPECTATIONS

1. To be able to impart this knowledge to SMEs who are the beneficiaries of the project of MAQ.
2. To be able to impart LSS concept to MAQ members and apply them in their respective companies and organizations.
3. To be able to impart the knowledge to students for their future use when they apply for jobs in different organizations and companies.
4. To be able to share experiences and knowledge from other participants about LSS and other productivity program implemented in their countries.
5. To be able to know the techniques of successful implementation of this program in organizations and companies.

PARTICIPANTS

Participants are from Fiji, Vietnam, Indonesia, Sri Lanka, Philippines, Malaysia (2), Mongolia (2), Bangladesh (2), Thailand (2) and Pakistan (6), a total of 18 participants. The lone participant from the Philippines came from the Academe and NGO (Mindanao Association for Quality or MAQ). She is a lecturer of Chemistry, Quality Management and Quality Assurance subjects, and a committee chair on Membership Development in MAQ.

SCOPE, CONTENT AND METHODOLOGY

I. History of Lean and Six Sigma
II. Philosophy of Lean
III. Philosophy of Six Sigma
IV. Integration of Six Sigma and Lean
V. Creating Lean Thinking

OTHER HIGHLIGHTS

The participants went to Marriot Hotel for the site visit. The Philippine participant presented a paper focusing on the problem of lack of pool of Six Sigma experts and practitioners in the country. On the other hand, other participants presented problems on lack of funds and government support in implementing not only Six Sigma but other Quality & Productivity Programs as well. The participants also presented action plans in line with the problems identified.

OUTCOMES AND EVALUATION

The project was successful in meeting its objectives specifically in providing step by step application of LSS to the Service Sector. With this project the participant was able to interact with experts and ask their insights and opinions about some problems and situations related to LSS application. The participant was able to benchmark with other countries with regards to LSS practice. The site visits were enriching. The participants were able to apply the concepts immediately and concretely.

RECOMMENDATIONS AND ACTION STEPS

It was recommended that the NPO and government, through agencies such as DTI or DOLE, should help in the implementation of the program through follow up. Free seminars should also be provided at the local level to SMES who cannot afford to attend seminars since training on LSS are expensive.

ACTION PLAN

ACTIVITY

 TIME FRAME

 

 Project Charter Implementation  December 2013 
 Echo Seminar to MAQ members November 14, 2013December 12, 2013

January 9, 2014

 

 Include Lean Six Sigma in College Syllabus  November 2013 
 Conduct public seminars  Starting March 2014Summer break

 

SUBMITTED BY:
MS. CONCORDIA ROA
Lecturer
Mindanao University of S&T
and Chair, Membership Development Committee
Mindanao Association for Quality

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