Join Steven Brown as he explains how to apply Lean and Six Sigma to service operations to reduce complexity and variability, and eliminate waste.
- When Motorola first introduced Six Sigma, … they focused totally on the shop floor … and Bob Galvin, Motorola's CEO at the time, … estimates that decision cost them more than … five billion dollars in the first four years. … You see, even manufacturing companies … have service operations. … Lean and Six Sigma apply just as readily … to purchasing, finance, engineering, and transportation … as they do to production processes. … Motorola did not recognize this at first … and that's the five billion dollar opportunity they lost. … Lean Six Sigma can help you reduce complexity … within your service processes. … Experts have estimated that as much as half of the work done … in a typical service process adds no value … in the eyes of the customer … and it is not just about reducing steps … to speed up the process. … That's an important Lean contribution, … but we also apply Six Sigma to reduce the variability … in the value added steps. … Variability adds cost, time, and waste … to the service process. …
Steven outlines the process stages in Six Sigma (define, measure, analyze, improve, and control), along with the Lean toolkit: the 5s principles, kanban (scheduling), downtime, poka-yoke (error proofing), and kaizen (continuous improvement). He also explains how leadership works within Lean Six Sigma, the principles of project execution, and how Lean Six Sigma is applied to the service sector and supply chain management. Make sure to watch the "Next steps" video at the end of the course for further resources.
- List the three main focuses of Six Sigma.
- Explain why lean is an important element of the Six Sigma approach.
- Summarize why Control is the most important step in the Six Sigma process.
- Analyze variables to determine if they are a good performance measurement.
- Describe three typical methods of improving supply chain functions.
- Identify three things you will need in order to lead a Lean Six Sigma project effectively.