Improving the resolution time performance of an application support process using Six Sigma methodology

2020 ◽  
Vol 11 (4) ◽  
pp. 663-686
Author(s):  
Boby John ◽  
Rajeshwar S. Kadadevaramath
Keyword(s):  
Six Sigma ◽  
Medical Diagnostics ◽  
Process Conditions ◽  
Process Performance ◽  
Resolution Time ◽  
Content Type ◽  
Time Performance ◽  
Domain Expertise ◽  
Potential Factors ◽  
Six Sigma Methodology

Purpose This paper is a case study on the successful application of Six Sigma methodology in the information technology industry. The purpose of this paper is to improve the resolution time performance of an application support process. Design/methodology/approach Through brainstorming, the potential factors influencing the resolution time are identified. From the potential factors, the important factors, namely, day-wise ticket volume, team’s software engineering skill and domain expertise are shortlisted using test of hypothesis, correlation, etc. Then a model is developed using principal component regression, linking the critical to quality characteristic with the root causes or important factors. Finally, a solution methodology is developed using the model to obtain the team composition and size with optimum software skill and domain expertise to resolve the tickets within the required time. Findings The implementation of the solution resulted in improving the process performance significantly. The process performance index increased from 0.00 to 1.2 and parts per million reduced from 501366.31 to 153. 33. Practical implications The software engineers can use the similar approach to improve the performance of core software activities such as coding, testing and bug fixing. The approach can also be used for improving the performance of other skill-based operations such as error reduction in medical diagnostics. Originality/value This is one of the rare Six Sigma case studies on improving skill-based processes such as software development. The study also demonstrates the usefulness of the Six Sigma methodology for solving dynamic problems whose solution needs to be continuously adjusted with the changes in the input or process conditions.

Credit card account opening excellence using six sigma methodology

2016 ◽  
Vol 7 (3) ◽  
pp. 294-323 ◽  
Author(s):  
Samsul Islam
Keyword(s):  
Process Improvement ◽  
Six Sigma ◽  
Credit Card ◽  
Current Knowledge ◽  
Case Study Methodology ◽  
Content Type ◽  
Study Results ◽  
Six Sigma Methodology ◽  
Six Sigma Approach ◽  
Opening Process

Purpose This study aims to expand the current knowledge of the Six Sigma approach in a period of time when there is little direct evidence of the need to improve the credit card account opening process. This is an important but neglected area of focus in the Six Sigma literature. This study explores the extent to which process improvement practices are extended to the credit card department. Design/methodology/approach A case study methodology is adopted in this study to facilitate an exploration of the implemented Six Sigma approach in the credit card department of a leading commercial bank. The process improvement tool used is the define, measure, analyze, improve and control (DMAIC) cycle. Findings The study’s results confirm that the Six Sigma approach improves the quality of the credit card account opening process. So, the Six Sigma approach can account for a reduced number of keying-in errors, resulting in better data accuracy and improved customer satisfaction. Research limitations/implications The authors, in an attempt to render the study results more feasible for data collection, have chosen to focus on the process of the new accounts unit of the credit card department. Therefore, the authors have not taken into account the other units (e.g. transaction processing) of the same department. Practical implications The results of this study will be useful in persuading bank management to evaluate and implement the Six Sigma approach. Hence, this research will assist bank managers with replies to questions, such as: “What impact will Six Sigma have on process-centric improvement, such as the new accounts opening process of a credit card department?” Originality/value Within the literature on the Six Sigma practice, there is little research that focuses on the implementation of this particular toolset especially for credit card departments. This indicates a gap in the field. A new contribution to bridging that gap comes from the analysis of the results for the Six Sigma concept, which addresses the new accounts opening process.

Enhancing Six Sigma methodology using simulation techniques

2020 ◽  
Vol 11 (1) ◽  
pp. 211-232 ◽  
Author(s):  
Ali Ahmed ◽  
John Page ◽  
John Olsen
Keyword(s):  
Literature Review ◽  
Six Sigma ◽  
Model Building ◽  
Dynamic Balance ◽  
Theory And Practice ◽  
Group Model ◽  
Content Type ◽  
Simulation Tools ◽  
Simulation Techniques ◽  
Six Sigma Methodology

Purpose In recent times, the idea of taking advantage of the benefits of simulation techniques and Six Sigma discipline altogether has led various organizations towards implementation of simulation tools within Six Sigma methodology. The purpose of this study is to provide a more comprehensive literature review on the topic exploring how this amalgamation could work both in theory and practice. This precisely entailed finding dependable studies that shows how Six Sigma (DMAIC) Methodology can be enhanced by the three prevalent simulation techniques; Agent-Based (AB), Discrete-Events (DE), System Dynamics (SD). Design/methodology/approach A systematic literature review was considered more fitting in research because it involves rigorous and well-defined approach compared to other forms of literature review. In this case, the literature was comprehensive, well-encompassing and involved finding Six Sigma and Simulations literatures from reputable scholarly databases. The outcome of these reviews was the identification of a set of key finding compiled and classified by topics. The study follows an inductive approach and utilises a meta-synthesis review technique. Findings As numerous studies assert, simulation techniques including AB, DE and SD are applicable tools in almost every stage of DMAIC, especially the Analyse, Improve and Control phases, because of their capability to test and identify potential bottlenecks and improvement areas. Findings show that the simulation tools such as CLDs, Group Model Building, Dynamic Balance Scorecards and Cost of poor quality all have the potential to add value to a Six Sigma methodology. Originality/value The findings of this study highlight the importance of further inquiry in this area of study. The finding of this study suggests that although the study on the integration of Six Sigma and simulations is increasing, empirical evidence on its effectiveness is still limited. Therefore, this study suggests more roadmaps and investigations aimed at merging Six Sigma methodology and various simulation technique. Moreover, studies that centre on hybrid or multi-method simulations within Six Sigma are also urgently necessitated.

Improving learning outcome using Six Sigma methodology

2015 ◽  
Vol 8 (1) ◽  
pp. 18-36 ◽  
Author(s):  
Godson A. Tetteh
Keyword(s):  
Factor Analysis ◽  
Graduate Students ◽  
Six Sigma ◽  
Leadership Competencies ◽  
Learning Outcome ◽  
Team Work ◽  
Content Type ◽  
Rotation Methods ◽  
Six Sigma Methodology ◽  
American Society

Purpose – The purpose of this research paper is to apply the Six Sigma methodology to identify the attributes of a lecturer that will help improve a student’s prior knowledge of a discipline from an initial “x” per cent knowledge to a higher “y” per cent of knowledge. Design/methodology/approach – The data collection method involved a one-on-one, in-depth interview based on the Kano questionnaire with a sample of 170 undergraduate and graduate students aged between 25 and 40 years in two Ghanaian universities. The Kano questionnaire contained the critical to quality (CTQ) and the 25 functional requirements (FRs). The analytical Kano (A-Kano) questionnaire was adopted for the purpose of improving learning outcome with a student–lecturer interaction. The CTQs in this study, from the customer (student) perspective, will correspond to Bloom’s (1956) categories in the cognitive domain made up of remember, understand, apply, analyze, evaluate and create. The configuration index, which provides a decision factor for selecting the 25 FRs that contribute to improving learning outcome made up of the American Society of Quality’s six leadership competencies (navigator, communicator, mentor, learner, builder and motivator) and 19 attributes from previous research studies on service quality in higher education. This study used the varimax and quartimax factor analysis rotation methods to generate the principal components (PCs). Findings – Out of the 25 FRs, four (communicator, mentor, builder and motivator) of the American Society of Quality (ASQ) leadership competencies were found to be exciters or attractive and when applied by the lecturer would exceed customer (student) expectation. Research limitations/implications – The study involved only a judgment sample of 170 undergraduate and graduate students from two universities drawn in Accra, Ghana; hence, the outcome cannot be generalized to the entire student population in Ghana as a whole. Practical implications – The Kano results from this study corroborates with previous findings that students perceive “Fostering of Team Work”, “Expertise in Other Subject Areas”, “Variety of Teaching Methods”, “Friendliness” and “Humor” as either exciters or attractive attributes. Social implications – Some of the benefits from this study include the fact that lecturers may improve classroom experience knowing what their students regard as satisfactory and dissatisfactory attributes or they may have a better understanding of the student’s perspective. The concept of student satisfaction addressed in this study should therefore always be seen as a “means to an end”, with the end being the transformation of students. Originality/value – This study contributes to the literature by examining how the student’s approach to learning or acquiring new knowledge has a significant effect on the learning outcome using factor analysis rotation methods to generate the PCs.

Six Sigma for improving aesthetic defects in aluminum profiles facility

Facilities ◽  
2017 ◽  
Vol 35 (3/4) ◽  
pp. 242-267 ◽  
Author(s):  
Laith A. Hadidi ◽  
Abdulaziz Bubshait ◽  
Suleiman Khreishi
Keyword(s):  
Six Sigma ◽  
Control Charts ◽  
Field Work ◽  
Facility Management ◽  
Quality Level ◽  
Content Type ◽  
Fabrication Defects ◽  
Six Sigma Methodology ◽  
Chemical Imbalance ◽  
Aluminum Profiles

Purpose This paper aims to develop a quality plan to detect aesthetic defects in extruded aluminum profiles before the fabrication stage based on the Six Sigma improvement methodology in an aluminum facility. These defects are hard to be detected at the fabrication stage. It is also hard to be fixed in the site. Design/methodology/approach The research methodology utilized the DMAIC framework (define, measure, analyze, improve and control). The methodology relies on statistical analysis (histogram, control charts and Pareto) and field work (observations, focus groups and interviews). Findings The process shows significant improvement in aesthetic defect reduction that aids in reaching a Four Sigma quality level. Practical implications Aluminum fabrication is known to be vulnerable for many types of defects such as scratches and debris on work surface. In addition, post-fabrication defects may also occur due to improper coating caused by chemical imbalance, blocked filters or blocked sprays. Originality/value The main contribution of this research is to demonstrate the use of DMAIC framework to reduce the aluminum aesthetic defects that reach the end customer. The Six Sigma methodology is a well-known quality improvement framework that relies heavily on quantitative data. More precisely, it is widely used to control defects in quantities such as weights, heights, etc. In this research, it has been used to control qualitative data (aesthetic). This will enable objective decisions for facility management rather than subjective.

A DMAIC Six Sigma approach to quality improvement in the anodising stage of the amplifier production process

2018 ◽  
Vol 35 (9) ◽  
pp. 1868-1880 ◽  
Author(s):  
Pallavi Sharma ◽  
Suresh Chander Malik ◽  
Anshu Gupta ◽  
P.C. Jha
Keyword(s):  
Quality Improvement ◽  
Production Process ◽  
Six Sigma ◽  
Shop Floor ◽  
Manufacturing Firm ◽  
Content Type ◽  
Root Cause ◽  
Six Sigma Methodology ◽  
Six Sigma Approach ◽  
Current Reality

Purpose The purpose of this paper is to study the anodising process of a portable amplifier production process to identify and eliminate the sources of variations, in order to improve the process productivity. Design/methodology/approach The study employs the define-measure-analyse-improve-control (DMAIC) Six Sigma methodology. Within the DMAIC framework various tools of quality management such as SIPOC analysis, cause and effect diagram, current reality tree, etc., are used in different stages. Findings High rejection rate was found to be the main problem leading to lower productivity of the process. Four types of defects were identified as main cause of rejections in the baseline process. Pareto analysis resulted in detection of the top defects, which were then analysed in details to find the root cause of the problem. Further study resulted in finding improvement measures that were discussed with the management before implementation. The process is sampled again to check the improvements, and control measures were established. Practical implications The study provides a framework for implementation of DMAIC Six Sigma methodology for a manufacturing firm. The results presented are based on the data collected from the shop floor. Results and findings of the study were implemented for quality improvement of the process. Originality/value The study is based on an original research conducted with the objective of quality improvement in the anodising process of the production process. Besides presenting an approach to DMAIC Six Sigma methodology, an application of the current reality tree tool for root cause analysis is presented, a tool used limitedly in the Six Sigma studies. The tool finds its uniqueness in its ability to address problems relating multiple factors than isolated factors.

An examination of changing patterns in Lean Six Sigma research

2019 ◽  
Vol 27 (7) ◽  
pp. 23-25
Keyword(s):  
Six Sigma ◽  
Keyword Search ◽  
Fixed Time ◽  
Lean Six Sigma ◽  
Integrated System ◽  
Content Type ◽  
Time Period ◽  
Changing Patterns ◽  
Six Sigma Methodology ◽  
Six Sigma Approach

Purpose The purpose of this study was to examine patterns in the research contributions from individuals in the field to detect whether they reflect the evolution of academic discussion concerning integration of Lean and Six Sigma methodology over a fixed time period. Design/methodology/approach Data was gathered from a keyword search of articles in the SCOBUS data base to determine the most frequent contributors in the areas of Lean, Six Sigma and Lean Six Sigma research. Searches were carried out over five-yearly intervals from 2000 to 2015 and the twenty-one top contributors in each time period were identified. Findings The findings show that research contributions have moved away from looking at the single methodologies of Lean and Six Sigma and towards research based on the integrated Lean Six Sigma approach. The analysis also suggested that researchers may be publishing papers using different methodologies in response to different challenges in selecting the most appropriate tools to meet the needs of the specific issues they are addressing rather than advocating a particular approach. Practical implications For organizations to optimize performance a flexible approach would be beneficial with consideration being given to the specific issue and the correct tools and methodology selected from an integrated system or from Lean or Six Sigma systems alone. Originality/value This paper has originality in its’ consideration of the patterns of research contributions over a fixed time period as a reflection of the shift in debate from exclusive Lean or Six Sigma approaches to a more integrated Lean Six Sigma system.

Critical review of literature on Lean Six Sigma methodology

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anand S. Patel ◽  
Kaushik M. Patel
Keyword(s):  
Critical Review ◽  
Six Sigma ◽  
Success Factors ◽  
Lean Six Sigma ◽  
Research Field ◽  
Content Type ◽  
Entry Level ◽  
Critical Success ◽  
Six Sigma Methodology ◽  
Failure Factors

Purpose This paper aims to develop an initial understanding of the Lean Six Sigma methodology since its inception and examine the few Lean Six Sigma dimensions as a research domain through a critical review of the literature. Design/methodology/approach The paper is structured in two-part. The first part of the paper attempts to dwell on the evolution of the Lean Philosophy and Six Sigma methodology individually and the emergence of Lean Six Sigma methodology, covered under the Lean Six Sigma: a historical outline section. The second part of the study examines the dimensions associated with Lean Six Sigma such as frameworks, critical success factors, critical failure factors, type of industry, performance metric, year, publisher and journal, based on a total of 223 articles published in 72 reputed journals from the year 2000 to 2019 as a literature review. Findings The adoption of Lean Six Sigma, as a continuous improvement methodology, has grown enormously in the manufacturing and few service sectors such as health care and higher education during the past decade. The study revealed that researchers came out with conceptual frameworks for the implementation of Lean Six Sigma, whereas the validation through case studies seems to be lacking. The integration of Lean Six Sigma and other approaches with a focus on sustainability and the environment has emerged as a research field. A few of the most common critical success and failure factors were identified from the articles studied during the study. Research limitations/implications This paper may not have included some of the studies due to the inaccessibility and selection criteria followed for the study. Originality/value This paper will provide an initial introduction on Lean, Six Sigma and Lean Six Sigma and research insights Lean Six Sigma to beginners such as students, researchers and entry-level professionals.

Critical review and analysis of measuring the success of Six Sigma implementation in manufacturing sector

2018 ◽  
Vol 35 (8) ◽  
pp. 1519-1545 ◽  
Author(s):  
Mihir Patel ◽  
Darshak Arunbhai Desai
Keyword(s):  
Performance Indicators ◽  
Critical Review ◽  
Six Sigma ◽  
Manufacturing Sector ◽  
Service Industries ◽  
Manufacturing Industries ◽  
Content Type ◽  
Process Indicators ◽  
Six Sigma Methodology ◽  
And Performance

Purpose The purpose of this paper is to capture the status of implementation of Six Sigma in various manufacturing industries and also examine the success of the Six Sigma by using different performance indicators. Design/methodology/approach The methodology of critical review involves the selection and classification of 112 research articles on the implementation of Six Sigma in different manufacturing industries. The selected articles are categorized by the following: articles distribution based on the year of publication, publication database, various journals, contribution of authors, continent, scale of industry, implemented approaches, focused industry, tools and techniques used in phases of Six Sigma methodology, and performance indicators used in Six Sigma implementation. Then after, future scopes of research opportunities are derived based on significant findings. Findings The literature revealed that: Very few work was undertaken on the implementation of Six Sigma in various manufacturing industries like ceramic, paper, gems and jewelry, cement, furniture, stone, fertilizer, forging, paper and surface treatment industries. Most of the researchers have considered very few performance indicators to identify the improvement after Six Sigma implementation. But, there is no clue regarding overall improvement in different perspectives after the implementation of Six Sigma. The financial indicators, personnel indicators, process indicators and customer indicators are useful to measure the overall improvement after the implementation of Six Sigma in the manufacturing sector. Research limitations/implications The study was carried out on the implementation of Six Sigma methodology in various manufacturing industries, and various performance indicators were identified while implementing the Six Sigma methodology. Case studies pertaining to service industries were not covered here. Originality/value Very little research has been carried out to measure the overall success of implementing Six Sigma methodology in manufacturing industries. This paper will provide value to students, researchers and practitioners of Six Sigma by providing insight into the implementation of Six Sigma in manufacturing industries.

Application of Six Sigma to minimize the defects in glass manufacturing industry

2019 ◽  
Vol 16 (4) ◽  
pp. 594-624 ◽  
Author(s):  
Narottam Yadav ◽  
Kaliyan Mathiyazhagan ◽  
Krishna Kumar
Keyword(s):  
Six Sigma ◽  
Manufacturing Industry ◽  
Poor Performance ◽  
Service Industries ◽  
Practical Implementation ◽  
Content Type ◽  
Six Sigma Methodology ◽  
Tools And Techniques ◽  
And Control

PurposeThe purpose of this paper is to improve the yield of a particular model of a car windshield, as the organization faces losses due to poor performance and rejection.Design/methodology/approachThe Six Sigma DMAIC (define, measure, analyze, improve and control) methodology is used to reduce variation and defects in the process. It is a methodology based on data-driven and fact-based analysis to find out the root cause of the problem with the help of statistical analysis. A worst performing model is selected as a case study through the scoping tree. The preprocess, printing, bending and layup process defects are reduced by analyzing the potential causes and hypothesis testing.FindingsThis paper describes Six Sigma methodology in a glass manufacturing industry in India for automotive applications. The overall yield of a car windshield achieved 93.57 percent against the historical yield of 88.4 percent, resulting in saving 50 lacs per annum. Due to no rework or repairing in the glass, low first-time yield causes major losses. Process improvement through focused cross-functional team reduces variation in the process. Six Sigma improves profitability and reduces defects in the automotive glass manufacturing process.Research limitations/implicationsThis case study is applied in automotive glass manufacturing industries. For service and healthcare industries, a similar type of study can be performed. Further research on the common type of processor industry would be valuable.Practical implicationsThe case study can be used as a problem-solving methodology in manufacturing and service industries. The tools and techniques can be used in other manufacturing processes also. This paper is useful for industries, researchers and academics for understanding Six Sigma methodology and its practical implementation.Originality/valueThis case study is an attempt to solve automobile glass manufacturing problems through DMAIC approach. The paper is a real case study showing benefits of Six Sigma implementation in the manufacturing industry and saving an annual cost of 50 lacs due to rejections in the process.

Competitive advantage through Six Sigma in sand casting industry to improve overall first-pass yield: a case study of SSE

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mihir Solanki ◽  
Darshak Desai
Keyword(s):  
Six Sigma ◽  
Sand Casting ◽  
Small Scale ◽  
Productivity Improvement ◽  
Content Type ◽  
Foundry Industry ◽  
Road Map ◽  
First Pass ◽  
Six Sigma Methodology

Purpose The purpose of this paper is to illustrate how Six Sigma methodology has been applied in a small-scale foundry industry to improve the overall first-pass material yield and quality, with a view to the product and the process. Design/methodology/approach The researchers have reported this paper based on a case study carried out in industry using the Six Sigma Define, Measure, Analyze, Improve and Control (DMAIC) and its application in improving the manufacturing process of a foundry shop. Findings Identified root causes are validated and countermeasures are implemented for improvement. As a result of this case study, the overall first-pass yield of the sand casting process is improved to 78.88% from the previous yield of 67%. For product-specific case, yield is improved by 18% through the improved gating system design. Sigma level of the process is improved to 3.08 from baseline 2.21. Key lessons learned from this case study are mentioned in the current study. Research limitations/implications This case study provides a standard road map and motivates small-scale foundry industries to implement Six Sigma methodology for productivity improvement, especially in jobbing foundry. The presented paper is based on a single case study, and the results are limited to the company only. Also, one of the reasons for low process yield is slag creation, which is not covered here, as it is a concern of the material quality supplied by the vendor. However, the approach of this paper is generic for learning perspective. Practical implications This case study provides a standard road map and motivates small-scale foundry industries to implement Six Sigma methodology for productivity improvement, especially in jobbing foundry. Through the effective application of Six Sigma quality initiative, how a quantum jump in financial aspect could be gain, has been demonstrated. Originality/value This research study showcases step-by-step implementation of Six Sigma-DMAIC methodology at a small-scale foundry industry. This paper could serve as a unique roadmap for practitioners and academicians to improve the material productivity of the foundry industry both ways, product and process.

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