6S Management

Standardization Service Promotion Group

1 6S management concept

2 Standard image of service center

3 6S management of service center

4 Significance of 6S management
1 6S management concept

？ What is 6S
Management
 SORT

SET IN
SAFETY
ORDER

6S
Manage
ment
SUSTAI
SHINE
N

STANDA
RDISE
 1.1 Sort
SORT (SEIRI) – Get rid of clutter
 Remove any unneeded items from the area.
 Leave only the bare essentials.
 When in doubt, throw it out.
 1.2 SET IN ORDER
SET IN ORDER (SEITON) – Organize the work area
A place for everything and everything in its place. Place everything neatly and
give label to them.

When we don’t need

something , it is always
near by our hands. But
when we need
something, we can’t
find it anywhere.
Do you always have this
feeling?
 1.3 SHINE
SHINE (SEISO) – Clean the work area
 Clean EVERYTHING !
 Inspect and repair while you clean.
 Scan the work place.

NO
 1.4 STANDARDISE

STANDARDISE(SEIKETSU) – Use standard methods to keep sort ,Set in order

, and Shine to a condition
Standardize methods to ensure the improvements become a way of life.
The main purpose is to:
a. Prevent setbacks, or backsliding in yours efforts.
b. Reduce 6S time by making it more effective and efficient -
I. Determine and spread best practices
II. Develop methods/procedures
c. Make implementing first 3S`s a daily habit.
 1.5 SUSTAIN

SUSTAIN (SHITSUKE) – Make rules and everyone follow rules. Every staff has a
good habit.
 Renewal and improvement.
 Build on earlier accomplishments.
 Make a habit of using correct procedures.
 Without discipline , improvements cannot be sustained.
 1.6 SAFETY

SAFETY (SECURITY)– Preventing accidents and injuries while enhancing safety

consciousness.
 Make the workplace safer.
 Throughout the entire process safety is number 1.

On Friday, 13 June 1997 at Uphaar Cinema, in Green Park, Delhi, during the 3-to-6
pm screening of the movie Border. Trapped inside, 59 people died, mostly
due to suffocation, and 103 were seriously injured in the resulting stampede.
2 Standard image of service center

？ Standard image of
service center
2.1 Service center standard image - Functional area
map
2.2 Service center standard image - Functional divisions
2.3 Standard image of service center
2.4 客服中心标准形象店面展示——非省会城市
2.3 Standard image of service center
2.4 客服中心标准形象店面展示——非省会城市
2.3 Standard image of service center
3 6S management of service center

？ 6S management of
service center
 Front
side of
service
Items center
placed Receptio
n area

Sanitary
conditio 6S
ns managemen Waiting
t of service area
center

Mainte Self-
nance service
area area
Accesso
ry area
3 6S management —Image display
3 6S management —Image display
3.1 Front side of service center
 3.1 Front side of service center - Door head
maintenance requirements

"vivo" LOGO and "Authorised Service Center" fonts cannot be

faded, dropped, damaged, dirty or rusted. Spelling of
“Authorised Service Center” should be correct.
3.1 Front side of service center - Door head
maintenance requirements
3.1 Front side of service center - Main entrance

1. Stickers, any notice,

advertisement cannot be
pasted on main entrance
gate or inside the service
center.
2. "vivo warning strip" and
"Push "&"Pull" reminding
stickers should be pasted on
the glass of main entrance
gate according to standard
and can’t be faded or
damaged.
3. Main entrance gate
(including handle) cannot be
damaged or dirty.
3.1
3.1 Front side of service center - Main entrance
店面门面——正门维护要求
3.1 Front side of service center - Side light box

1. Side light box cannot be

damaged, dirty.
2. Switch on the light after work
(in the evening). If service
center is in an office building,
and the environment is very
dark, then turn on the light all
day.
3.1 Front side of service center - Side light box
3.1 Front side of service center - Business hours plate

1. Business hours plate must be

placed according to standard
position and height. Business
hour should be adjusted
correctly.
2. Business hours plate cannot be
damaged, dirty or rusted.
3.1 Front side of service center - Business hours plate
3.2 Reception area
3.2 Reception area - Main Background glass

1. Stickers, any notice,

advertisement cannot
be pasted on
background glass.
2. In working time
background light of
main background glass
should be switch on.
3.2 Reception area - Main Background glass
 3.2 Reception area - Reception desk

1. On reception desk only can place desktop monitor, mouse(mouse pad),

telephone, pen, notepad, scanner, seal, stamp, business cards and desk
card. Placing any other things is prohibited.
2. All items should be neatly placed and should not be obstacle while
handover things to customer.
3. Desk color or paint should not be faded .
3.2 Reception area - Reception desk
 3.2 Reception area - Computer

1. Desktop monitor placed on the reception desk should be at an angle of 30

degrees tilt.
2. Any Stickers, notice, advertisement cannot be pasted on back of desktop
monitor.(Except company's public asset checking stickers)
3. If there are multiple computers, then color and size of every monitor
should be same.
3.2 Reception area - Computer
 3.2 Reception area - Desk Card

1. One desk should only have one desk card, which should be neatly placed.
2. When receptionist leave from desk then desk card should show “out of
service” to customer. It should not be damaged, dirty or rusted.
 3.2 Reception area - Recycle bin

1. Every service center should have standard recycle bin.

2. It cannot be broken, paint removed, something written on this, cannot be
dirty.
 3.2 Reception area - Reception chairs

1. Should have reception chairs, standard and color should be according to

HO demand. If there are multiple chairs, color and size should keep the
same as per standard.
2. Chairs cannot be dirty, rusted, damaged or paint removed.
3. Any newspapers, magazines and other things cannot be on the chairs.
3.2 Reception area - Reception chairs
 3.2 Reception area - Staff chair

1. Standard and color should be according to HO demand. If there are

multiple staff chairs, color and size should keep the same as per standard.
3.2 Reception area - Staff chair
3.3 Waiting area
3.3 Waiting area - Rest chair

1. Standard and color should be

according to HO demand. If
there are multiple rest chairs,
color and size should keep the
same as per standard.
2. Chairs cannot be dirty, rusted,
damaged or paint removed.
3. Any newspapers, magazines
and other things cannot be on
the chairs.
3.3 Waiting area - Rest chair
3.3 Waiting area - Water dispenser

1. Should provide purified bottle

water.
2. Should provide cups that HO
provide.
3. Water dispenser cannot be dirty
and damaged.
3.3 Waiting area - Water dispenser
 3.3 Waiting area – TV

1. For LCD TV, TV size should confirm to company standard. If the size is 7 inch's smaller than
company standard, that will be non-standard.
2. Play only brand-sponsored programs, company product features promotional videos, news
channels and video songs.
3. Should turn on in working time. If TV don't play programs, then it will regard as TV is turned
off.
3.3 Waiting area - Book Shelf

1. Should have standard book shelf that HO

provide.
2. Should have newspaper, two columns of
newspaper folders are required have
newspaper, the newspaper should be
updated every day, clean up the
newspaper of more than one month.
3. Should have magazine or product
promotional color pages, covering at least
2/3 of the space, and quantity should not
be less than eight.
4. Newspapers and magazines placed neatly,
newspapers placed in the newspaper
folder, the magazine placed in the
magazine placed column.
3.3 Waiting area - Book Shelf
 3.3 Waiting area - Display plate (Notice board)

1. Display panels must be placed according to standard position and

height.
2. Contents of the display panels cannot be altered or obstructed.
3.3 Waiting area - Display plate (Notice board)
 3.3 Waiting area - Dustbin

Dustbin should have cover. Dustbin color should be only one

color, we suggest white, light gray. Size is 7-15L.
3.3 Waiting area - Dustbin
 3.3 Waiting area - Potted plants

1. We suggest to have big leaves plant, can have Palm bamboo, Areca Palm or
Dracaena.
2. Putting yellow or withered potted plants in service center is prohibited.
3. Quantity of potted plants should not be less than 2
3.3 Waiting area - Potted plants
3.4 Self-service area
3.4 Self-service area - Computer

1. Should have computer. Turn

on it and keep display light
during working time.

2. If there are multiple

computers, color and size
should keep the same.
3.4 Self-service area - Computer
3.4 Self-service area - Reception chairs

1. Should have reception chairs.

Standard and color should be
according to HO demand. If there
are multiple chairs, color and size
should keep the same as per
standard.
2. Chairs cannot be dirty, rusted,
damaged or paint removed.
3. Any newspapers, magazines and
other things cannot be on the chairs.
3.4 Self-service area - Reception chairs
3.5 Accessory area

1. Configure the company standard

accessories, at least three lines
hanging, hanging 4-5 per line, the
same number of each line.
2. All kinds of accessories should be
classified and keep neatly.
3.5 Accessory area
3.6 Sanitary conditions
3.7 Items placed
3.7 Items placed
 3.8 Deduction items

Construction items :
If construction items is not standard, should rectify
within 1 month. If next month is still unqualified, 6S score
will be deducted 50 immediately.
4 Significance of 6S management

？ Significance of 6S
management
 4.1 Wrong opinions about 6S management

 6S management is cleaning.
 6S management is too easy that we don’t want to do it.
 We are too busy. We have no time to do 6S management.
Receptionist: I am responsible to provide service for customer. So
there is no need for me to do 6S management.
Engineer: I am responsible to repair handset. So there is no need for
me to do 6S management.
 6S management is not good for us to do work creatively.
 We do 6S management because HO will assess it.
…………
 4.2 Significance of 6S management

（ 1 ） Provide a comfortable working environment ；

（ 2 ） Provide a safe workplace ；
（ 3 ） Shaping a good image ；
（ 4 ） Improve staff enthusiasm and professionalism ；
（ 5 ） Improve employee quality ；
（ 6 ） Improve the overall combat effectiveness of enterprises ， Core
competitiveness ；
（ 7 ） Stable product quality level ；
（ 8 ） Improve work efficiency and reduce consumption ；
（ 9 ） Increase the service life of equipment to reduce maintenance costs

Shaping the image of professional

services ！
Let’s recall it together
 6S management

- 6S management concept
- Standard image of service center
- 6S management of service center
- Significance of 6S management
Thank you