Join Steven Brown for an in-depth discussion in this video Applying Lean Six Sigma to services, part of Lean Six Sigma Foundations.
- 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…$5 billion 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 $5 billion 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.…Reducing process steps that are not critical…to customer quality is a key part of…Lean Six Sigma for services.…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…and the value added steps.…
Variability adds cost, time, and waste…
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.
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- 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.