Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory

Bruna Vasconcellos de Araujo

doi:doi:10.11648/j.sjbm.20200803.13

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Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory

Bruna Vasconcellos de Araujo

Published in Science Journal of Business and Management (Volume 8, Issue 3)

Received: 10 March 2020 Accepted: 24 March 2020 Published: 6 July 2020

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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.

Published in	Science Journal of Business and Management (Volume 8, Issue 3) This article belongs to the Special Issue Contributions and Limitations of Operations Management in Public Companies
DOI	10.11648/j.sjbm.20200803.13
Page(s)	119-131
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2020. Published by Science Publishing Group

Keywords

Lean, Six Sigma, Process, DMAIC, Continuous Improvement

References

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[8]	OGAYAR, Juan Jose; GALANTE, Juan torrubiano. Guía Lan Management: mejorar los procesos para ser más competitivos. Cuba: Poraxa; Grupotel; IDI - Institut d'Innovación Empresarial de les lles Balears 2013. Disponível em URL: https://www.femeval.es/informesycomunic/documentacionjornadas.
[9]	FERRAZ, Jose Augusto de Castro Barbosa. Manufatura Enxuta: o caso da Becton Dickinson. Rev Cont Fin, v. 20, n. 5, p. 532-550, 2006.
[10]	SAIA, Rafael. O Lean Manufacturing aplicado em ambientes de produção Engineer to order. Trabalho de Conclusão de Curso, Escola de Engenharia de São Carlos – USP, 2009.
[11]	BASTOS, Bernardo Campbell; CHAVES, Carlos. Aplicação de Lean Manufacturing em uma Linha de Produção de uma Empresa do Setor Automotivo. Simpósio de Excelência em Gestão e Tecnologia, IX SEGeT, 2012.
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[14]	PYZDEK, T. The Six Sigma Handbook. 2a Edição. New York McGraw-Hill 2005.
[15]	WELCH, J. J. Definitivo: Segredos do Executivo do Século. Rio de Janeiro: Campus, 2001.
[16]	CAMPOS, M. S. Six sigma: presente e futuro. In: Congresso SAE Brasil, São Paulo, 2002.
[17]	KLEFSJÖ, B.; WIKLUND, N.; EDEGMAN, R. L. Six Sigma seen as a methodology for total quality management. Measuring Business Excellence, v. 5, 2001.
[18]	WERKEMA, Cristina. Integração Lean & Seis Sigma: muito barulho por nada? Banas Qualidade. São Paulo, ano XVII, n. 192, p. 48-54, maio de 2008. YIN, Robert K. Estudo de caso – planejamento e métodos. (2Ed.). Porto Alegre: Bookman. 2001.
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[20]	ANDRIETTA, J. M.; MIGUEL, P. A. C. Aplicação do Programa Seis Sigma no Brasil: resultados de um levantamento tipo survey exploratório-descritivo e perspectivas para pesquisas futuras. Gestão & Produção, v. 14, n. 2, p. 203-219, Ago. 2007.

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Bruna Vasconcellos de Araujo. (2020). Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory. Science Journal of Business and Management, 8(3), 119-131. https://doi.org/10.11648/j.sjbm.20200803.13

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ACS Style

Bruna Vasconcellos de Araujo. Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory. Sci. J. Bus. Manag. 2020, 8(3), 119-131. doi: 10.11648/j.sjbm.20200803.13

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AMA Style

Bruna Vasconcellos de Araujo. Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory. Sci J Bus Manag. 2020;8(3):119-131. doi: 10.11648/j.sjbm.20200803.13

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@article{10.11648/j.sjbm.20200803.13,
  author = {Bruna Vasconcellos de Araujo},
  title = {Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory},
  journal = {Science Journal of Business and Management},
  volume = {8},
  number = {3},
  pages = {119-131},
  doi = {10.11648/j.sjbm.20200803.13},
  url = {https://doi.org/10.11648/j.sjbm.20200803.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20200803.13},
  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.},
 year = {2020}
}

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TY  - JOUR
T1  - Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory
AU  - Bruna Vasconcellos de Araujo
Y1  - 2020/07/06
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N1  - https://doi.org/10.11648/j.sjbm.20200803.13
DO  - 10.11648/j.sjbm.20200803.13
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JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
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PB  - Science Publishing Group
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AB  - 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.
VL  - 8
IS  - 3
ER  -

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Author Information

Bruna Vasconcellos de Araujo

Business Administration and Development, Estácio de Sá University, Rio de Janeiro – RJ, Brazil

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Plain Text BibTeX RIS

APA Style

Bruna Vasconcellos de Araujo. (2020). Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory. Science Journal of Business and Management, 8(3), 119-131. https://doi.org/10.11648/j.sjbm.20200803.13

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ACS Style

Bruna Vasconcellos de Araujo. Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory. Sci. J. Bus. Manag. 2020, 8(3), 119-131. doi: 10.11648/j.sjbm.20200803.13

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AMA Style

Bruna Vasconcellos de Araujo. Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory. Sci J Bus Manag. 2020;8(3):119-131. doi: 10.11648/j.sjbm.20200803.13

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@article{10.11648/j.sjbm.20200803.13,
  author = {Bruna Vasconcellos de Araujo},
  title = {Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory},
  journal = {Science Journal of Business and Management},
  volume = {8},
  number = {3},
  pages = {119-131},
  doi = {10.11648/j.sjbm.20200803.13},
  url = {https://doi.org/10.11648/j.sjbm.20200803.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20200803.13},
  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.},
 year = {2020}
}

Copy | Download

TY  - JOUR
T1  - Lean Six Sigma in Services: An Application of the Methodology in the Attendiment Sector of an Exam Laboratory
AU  - Bruna Vasconcellos de Araujo
Y1  - 2020/07/06
PY  - 2020
N1  - https://doi.org/10.11648/j.sjbm.20200803.13
DO  - 10.11648/j.sjbm.20200803.13
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 119
EP  - 131
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20200803.13
AB  - 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.
VL  - 8
IS  - 3
ER  -

Copy | Download