Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory
Science Journal of Business and Management
Volume 8, Issue 3, September 2020, Pages: 119-131
Received: Mar. 10, 2020; Accepted: Mar. 24, 2020; Published: Jul. 6, 2020
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Author
Bruna Vasconcellos de Araujo, Business Administration and Development, Estácio de Sá University, Rio de Janeiro – RJ, Brazil
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Abstract
The present study aimed to apply the Lean Six Sigma methodology, through the DMAIC cycle (applied in five phases that ensure that companies apply Lean Six Sigma in a methodical and disciplined way: Define, Measure, Analyze, Improve and Control), in the service units of the Minas Gerais regional of an examination laboratory, identifying critical processes and proposing continuous improvement so that the level of customer service be high. This methodology has been widely used in the business world and recognized as one of the most effective methods. This practice focuses on reducing the variation of any process, product or service, identifying and eliminating defects, errors and waste and seeking to maximize the company's profitability. It is the integration of the Lean philosophy with the Six Sigma methodology, where the first focuses on eliminating waste and the second uses statistical tools to reduce variability in processes. The data were treated using the software Minitab. The survey resulted in an increase in the service level of the Minas Gerais regional service from 68% to 81,55%, leading to a financial gain of $ 378.556,80 in the year. The research concluded that the Lean Six Sigma methodology can be successfully applied in the service sector, improving the service level by reducing time, resources, costs and process variability.
Keywords
Lean, Six Sigma, Process, DMAIC, Continuous Improvement
To cite this article
Bruna Vasconcellos de Araujo, Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory, Science Journal of Business and Management. Special Issue: Contributions and Limitations of Operations Management in Public Companies. Vol. 8, No. 3, 2020, pp. 119-131. doi: 10.11648/j.sjbm.20200803.13
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Copyright © 2020 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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