4/25/17

Six Sigma in Services

• Service focused Six Sigma projects are complex and involve
many poorly defined steps. Most services cannot be
Value of Six Sigma to the conceptualized in terms of processes with quantifiable
measurements and data.
Organization • Manual human intervention is highly frequent. Many
specialized sets of circumstances require unique steps to
achieve resolution and satisfy the customer.
• Service measures are different than those in manufacturing
and are often hard to determine. A service is like a product
that is consumed the second it is created. No shelf life.

Stakeholder Interaction Overview of LEAN Six Sigma

Supportive
Feedback
Impact on Quality and Profitability
Supplier Inputs
Outputs
• Customer
Customer
•Stakeholders
Y Improved
• Vendors •Skills Loyalty
•External Value? quality of Improved
•Champion •Product Orders • Products Customer design quality of
Procedures N
• Equipment • Services
• Public
conformance
• Internal Systems
Processes • Employees
Higher Increased
Customers
• Raw Material Operations • Payroll
• Leaders
perceived Lower service
• Human • Employee value Margin
Resources • Drive • Suppliers costs
Advancement • Society Increased Increased
• Public • Process • Revenues
Owners Constructive market share revenues
Feedback • Company/
• Leaders
• Building/Utilities Employee Higher profitability
Betterment 3 4

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 4/25/17

Requires a Change in Thinking

99% defect-free 99.99966% defect-free
At least 200,000 wrong drug prescriptions 68 wrong drug prescriptions each year
each year
One short or long landing at major airports each FIVE
Two short or long landings at major airports YEARS
each day
1.7 incorrect surgical procedures every week
5,000 incorrect surgical procedures every
week Seven lost articles of mail per hour
20,000 lost articles of mail per hour
One unsafe minute every seven months
Unsafe drinking water for almost 15 minutes
each day
No electricity for almost 7 hours every 5 years
No electricity for almost 7 hours each month