Implementation of a Six Sigma project in a 3M division of Brazil

Abstract

PurposeThe Six Sigma project aims at a continual reduction in process variation, eliminating defects or flaws in products and services, optimizing processes and reducing costs. The purpose of this study is to demonstrate improvements in customer service index (CSI), product cycle time and inventory turnover after implementation of a Six Sigma project.Design/methodology/approachThis research focused on the value stream mapping of a company process, performed by a multidisciplinary team that implemented a pull production system, the standard operational procedure in machines that were process bottlenecks, and the kanban system.FindingsAfter three months of implementation, the authors observed an 11.7 percent reduction in product cycle time, increase in customer service index (CSI) from 93.9 to 97 percent and increase in inventory turnovers from 4.9 to 9.Originality/valueThe project was in accordance with the competitive strategy of the company, which is focused on customer satisfaction and cost reduction.

Improving Service Quality of Call Center Using Dmaic Method and Service Blueprint

“…Six sigma levels can be implemented in all processes, but implementing it to the accurate level will depend on the company's cost and benefit strategies. If a process has a 2 or 3 sigma levels at the beginning, it will be relatively easier to reach level sigma 4, but to get to level 5 or 6 (six sigma), it would be need appropriate financial resources as well as sophisticated tools statistics (de Souza, et al 2013).…”

“…Inindustrial countries, services area dominant sector in the country's economics where the products offered act only as a set of goods whereas services aim at understanding customers' need (Nakhai&Neves, 2009). Here, the opinion of customers become a guidance for service quality (de Souza et al, 2013) George (2003) explained that the biggest lost a company can make is failing to consider and calculate potential lost of its customers. A company can lose anything related to earnings and costs.…”

Improving Service Quality of Call Center Using Dmaic Method and Service Blueprint

“…Six sigma levels can be implemented in all processes, but implementing it to the accurate level will depend on the companies cost and benefit strategies. If a process has a 2 or 3 sigma levels at the beginning, it will be relatively easier to reach level sigma 4, but to get to level 5 or 6 (six sigma), it would be need appropriate financial resources as well as sophisticated tools statistics (Souza, et al 2013).…”

“…In industrial countries, services area dominant sector in the country's economics where the products offered act only as a set of goods whereas services aim at understanding customers need (Nakhai & Neves, 2009). Here, the opinion of customers become a guidance for service quality (Souza, He, Oliveira, Queiroz, & Ambro, 2013). George(2003) explained that the biggest lost a company can make is failing to consider and calculate potential lost of its customers.…”