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Menampilkan postingan dari Maret 18, 2012

Quality of Service Parameters

Several dimensions or attributes that need to be considered in improving the quality of services are: 1. Timeliness of services, which take into account is the waiting time and processing time, accuracy of service, relating to the reliability of error-free service. 2. Courtesy and hospitality to provide services, especially for those who interact directly with customers from outside such as telephone operators, security guards, drivers, administrative staff, cashiers, concierge, nurses and others. Image of the service industry services is largely determined by those companies that are at the forefront in serving the external customer directly. 3. Liability, relating to the receipt of orders and handling complaints from external customers. 4. Completeness, regarding the scope and availability of support services and other complementary services. 5. Ease of getting care, related to the number of outlets, number of serving officers, such as cashiers, administrative staff, the number of su

Implementation of Lean-Sigma in Service Company

Lean-Sigma is not only intended for the manufacturing industry, so the service industry has not found the format of the application of Lean-Sigma. In general, Lean Six Sigma improvement-oriented management system. So it is possible that once applied to service companies. Conceptually lean sigma can be applied to industrial / service companies because the emphasis is lean sigma improvement of the system by eliminating any waste in every process of production or service process in order to increase added value and to give satisfaction to the customer.

Basic Principles of Lean

Some basic principles of lean manufacturing can be described as below: 1. Identify the product (goods or services) based on customer requirements, or the customer’s perspective. In general, customers will want the quality of the goods or services premises superior quality, competitive price and timely delivery. 2. Value stream mapping process for any product or service. 3. Eliminate all the waste that is processed, ranging from the purchase of raw materials, production

Lean and Six Sigma Objectives

Based on some references can be concluded that; LEAN, its main goal is to expedite the process of production / services along the value stream (from raw materials, production processes and finished goods. There was also trying to eliminate MUDA (seven Waste). SIX SIGMA, the main target of improving the process capability to achieve superior value stream (Zero defect) and eliminate the variations or inconsistencies throughout the value stream.