Case Study: Edward Jones Adds Robotic Process Automation with Lean Six Sigma
Brooke HolmesIn only three years, Edward Jones has realized more than a million dollars in cost avoidance through the use of bots combined with LSS.
Case Studies
Case Study: DMAIC Project Improves Hospital’s On-time Completion of Administrative Tasks
Ashley SedorovichHealthcare is a heavily regulated industry and requires substantial amounts of paperwork. Paperwork may not be as pressing as patient care, but it must be done in a timely fashion. A Lean Six Sigma project reduced the task delinquency rate in its residency program.
Case Study: Reducing Purchase Order Cycle Time, Part 2
Andy AtkinsA Green Belt project aimed at reducing the cycle time for purchase orders finds the bottleneck and dramatically improves the process, exceeding the project’s original goals, and even realizes bonus benefits.
Case Study: Reducing Purchase Order Cycle Time, Part 1
Using the DMAIC methodology, a Green Belt project aims to reduce the cycle time for purchase orders and straighten up a direction-less process.
From Chaos to Order: Reinvigorating a City’s Finance Department
Chris McMillanThe City of Fayetteville, North Carolina, faced a staffing crisis in its Finance department. Thanks to a DMAIC project, in just 14 weeks the City was able to turn the department’s chaos around.
Creating Customer Delight – A Case Study in Diagnostic Clinics: Part 5 of 5
Niraj GoyalIn this continuation of a multi-part case study, recurring problems are identified and eliminated at the diagnostic clinics’ newly established centralized laboratory.
Creating Customer Delight – A Case Study in Diagnostic Clinics: Part 4 of 5
This now five-part case study focuses on improving customer satisfaction at two of a company’s diagnostic clinics – Centers A and B. In Part One, the company worked at Center A to reduce patient turnaround time, a defining component of patient satisfaction. In Part Two, the chain’s improvement story focuses on increasing patient delight at…
Case Study: Sime Darby Adds $250M with Lean Six Sigma
Zera ZulkifliWho Is Sime Darby Plantation? Sime Darby Plantation is the world’s largest sustainable palm oil producer and has four areas of focus: Upstream: 248 estates and 72 mills where fresh fruit is processed into crude palm oil Downstream: Production of oils and fats, oleochemicals, biodiesel, other palm oil derivatives and renewables in 16 countries Research…
Case Study: Use Category Resolution to Assess Gage R&R Results
Joe StackAlthough the gage reproducibility and repeatability (GR&R) study is a crucial tool in Six Sigma’s DMAIC (Define, Measure, Analyze, Improve, Control) toolset, it is not the most glamorous; mistakes in its execution are common among new Six Sigma practitioners. The standard for assessing if a gage is acceptable can vary significantly from organization to organization,…
Case Study: Optimizing Processes in Louisville, Kentucky
Dr. Steve Pollock, ASQ FellowProblem-solving teams are equipped to help leaders break through vexing operational challenges that impair customer satisfaction. Often, there are more challenges than resources, and staying focused on the most critical problems is imperative. This case study describes how a team redirected its efforts toward strategic needs. Original Team Purpose In Louisville, Kentucky, Greg Fischer, businessman…
Case Study: Optimizing Fuel Economy
Brian DunnLate last year, I decided to upgrade my vehicle. For seven years I’d driven a Honda Civic. It was nothing special, just a reliable vehicle with good gas mileage – the perfect commuter car. But now I’ve got two kids, own a home and picked up woodworking as a hobby; fitting car seats and dimensional…
Case Study: Improving Value for Clients and Employees
Ken SmithOn her drive into work, Melissa Garcia was listening to Beethoven’s Piano Sonata No. 14 in C Sharp Minor and sipping on the mocha java blend she’d brewed in her kitchen just minutes before. It was a brisk fall Thursday morning, and Melissa was headed into the office where she was three weeks into her…
Case Study: Using Six Sigma in a Non-Six Sigma Culture
Tonya R. HartmanAnyone who has worked in manufacturing has probably experienced some level of finger-pointing when shipments fall short of expectations. Though there could be multiple reasons for a missed customer delivery, somehow it is always the other department’s fault. In extreme circumstances, several months of missing targets without effectively defining the root causes and addressing them…
U.S.A.F. Uses Continuous Process Improvement on the B-2 Bomber: Part 2
Robert BorriesIn this case study, the 509th Maintenance Group of the U.S. Air Force used an eight-step continuous improvement approach to balance its resources and meet both flying hour program requirements and aircraft availability. Part 1 focused on steps 1 through 4. Part 2 looks at continuing to make improvements with steps 5 through 8. Step…
U.S.A.F. Uses Continuous Process Improvement on the B-2 Bomber: Part 1
In this case study, the 509th Maintenance Group of the U.S. Air Force used an eight-step continuous process improvement approach to balance its resources and meet both flying hour program requirements and aircraft availability needs. This week looks at steps 1 through 4. Part 2 looks at steps 5 through 8. Introduction The B-2 bomber…
Project Examples from an LSS Deployment for Cultural Transformation
Kevin BennettMy company benchmarked against other manufacturing businesses before starting its cultural transformation change. They formed a team and visited companies including Toyota, GM, Milliken, Caterpillar, John Deere, Chrysler, Du Pont and Johnson Controls. After talking to each company about their cultures and continuous improvement processes, my company started to put together a roadmap for transformation….
Case Study: Increase Revenue by Decreasing Prices
A division of a diversified organization develops and manufactures samples of new drugs for clinical trials. This work entails different typical manufacturing problems for the following reasons: Quantity requirements can vary from a few grams to several tons from order to order. The effort of research and development (R&D) is central; new processes have to…
Case Study: Applying Resource Modeling to Server Migration
Pranali HumneUsing resource models to balance staffing and skill sets can lead to higher service levels, lower costs and other benefits. A server migration example shows how this can work in information technology.
Case Study: Using DFSS and DOE to Increase Product Reliability
Megan MincieliA medical devices company, developing technology to enable smaller medical devices, launched a substrate development effort as part of a larger-scale technology and product development effort. The substrate development effort involved predicting the stress caused by the laser welding process to ensure product reliability. In this Design for Six Sigma (DFSS) case study, design and…
DMAIC Case Study: Accuracy of System-generated Service Routes
Tejal DeoA leading environmental services company provides collection, processing, recycling and disposal of hazardous and non-hazardous materials for industrial and automotive customers. The company has branches all over the United States. The service representatives in these branches carry out services for geographically dispersed customers in their respective territories. This case study describes how DMAIC (Define, Measure,…
Case Study: Increasing Machinery Throughput Without More Machines
Jeff ParksToo often manufacturing operations are quick to look at a technological solution or other capital investment to solve a problem, when leaders already have all they need right in front of them. An investment in human capital can make quick gains for less money. Sticky Business Consider the following example. In the Midwest a manufacturing…
Case Study: Maximizing the Response of Fire Services to Medical Calls
Sara BeukeboomThe City of Kawartha Lakes, Ontario, Canada, was formed in 2001 by a Provincial Order to amalgamate 16 lower-tier municipalities and one upper-tier county into one corporation. Although called a City, the municipality is mostly rural. The City is approximately 3,059 km2. Due to its large rural area, the City has 21 fire stations, comprised…
Case Study: Improving Recruitment Processes – Part 2 of 2
In this case study, a team strives to improve the recruiting process in a large, fast-moving consumer goods company. Part 1 focused on reducing the recruiting cycle time. Part 2 focuses on decreasing the effort required to fill a job opening. The case described here uses total quality management (TQM) to address the problem of…
Case Study: Improving Recruitment Processes – Part 1 of 2
In this case study, a team strives to improve the recruiting process in a large, fast-moving consumer goods company. Part 1 focuses on reducing the recruiting cycle time. Part 2 focuses on decreasing the effort required to fill a job opening. Rising attrition is a common problem across industries. Tight monthly, quarterly and annual objectives…
Case Study: Improving Purchase Order Process
Gregory NardinThe accounts payable shared services center (SSC) of a large Ohio-based healthcare system completed a Six Sigma operational enhancement and reporting project. This case study reviews the course of the project which endeavored to establish standard invoice processing times and develop an ongoing system for monitoring how well those standards are met. Over the last…
Case Study: Reducing Turnaround Time of Lab Reports in the ICU
A 250-bed hospital had implemented total quality management (TQM) to improve customer delight in its diagnostic clinics. After that success, the management team of the hospital was ready to proceed with further process improvement. After completing a brainstorming and prioritization exercise, the team determined to next address the problem: delay in receiving test reports for patients…
DMAIC Case Study: Improving System Availability
A leading environmental services company applied the DMAIC (Define, Measure, Analyze, Improve, Control) methodology to improve the availability of an internal software system. The goal was to reduce system downtime (the time that the software application is not available for users) and reduce defect resolution time (the time it takes to fix a software defect…
Green Belt Project: Reduce Resolution Time and Rework in Software Development
This article describes the successful implementation of a Six Sigma Green Belt project in information technology (IT) in which a software development team applied Six Sigma to reduce the resolution time of software defects and minimize rework, thereby increasing customer satisfaction. A software development team in a leading environmental services company wanted to reduce the…
Case Study: Use Six Sigma to Reduce Temporary Labor Expenses
Scott PengIn any plant, when production increases above planned-for levels – whether due to sudden increased demand or unexpected constraints in the system – contract labor may be brought in as a quick fix. While this provides some flexibility in operations, increased labor costs is a problem. Six Sigma can be used to optimize these changing…
Improving the Productivity of a Service Team
Rohit PriyadarshiThe manufacturing and transactional worlds have long used productivity as a measure of efficiency. Traditionally, a productivity metric has been used for assessing return on investment on machinery to measure the contributions of team members. In the growing service economy where human resources are the biggest driver of costs in the organization, management teams want…
FLEXcon: Lean for the Long Run
Jessica HarperThe following are selected highlights of a corporate leadership profile of FLEXcon. The complete article – with more details about Lean application and how the company avoided layoffs during the recession – is available for purchase on the iSixSigma Marketplace. FLEXcon positions itself for growth by embracing Lean at every level More than 50 years…
Improving Outbound Calling Conversion Rates
Lewis HollandInternet betting exchange Betfair invests heavily in different marketing activities, and one of the most effective marketing channels is outbound calling. The outbound marketing team employs a number of different campaigns. Its main focus, however, is to reach out to customers who have registered online, but not yet placed money in their betting account. The…
A Case of Mistaken Capability
Janet Bautista SmithLean Six Sigma (LSS) teams focus on the statistical analysis of metrics when identifying opportunities for improvement. The strong focus on data-driven evaluation, however, can overshadow the human element that exists behind the data collection plan. Despite its importance, the impact of human interaction is not easily visible or quantified, buried under reams of data….
Reducing WIP at a Frozen Food Manufacturer – Part 2 of 2
Scott SinkThe following is Part Two of a two-part article. Part One follows the first three steps of a DMAIC (Define, Measure, Analyze, Improve, Control) project at Kahiki Foods. Part Two follows the completion of the DMAIC project – the Improve and Control steps. Improve The enhanced choke-point analysis completed in Analyze verified the chicken processing…
DMADV Case Study: Performance Management System Redesign
Dushyant ThatteTo facilitate the development of its employees and better respond to the changing business environment, one department of a large financial-services company decided to revamp its existing performance management system through a Six Sigma project. A pre-project analysis revealed that a complete redesign of the system was required. As incremental improvement in the existing system…
Team Teachings: Lessons in Operator, Equipment and Product Accountability
Richard MillerProcess data is critical. But taking a step back to look at accountability metrics provides another level of continuous improvement opportunities as shown in this real-world Six Sigma project targeting off-grade production in a carpet yarn manufacturing process.
Team Teachings: Improving Process Operator Competency
Polymer chip manufacturing is a multi-step, large-volume process that makes hundreds of millions of pounds of products annually at a typical plant. Unlike fiber extrusion, which requires the use of multiple units of specialized equipment, chip manufacturing involves fewer machines operated in either continuous or batch modes. Chip manufacturing is often driven by operator decisions,…
Improving Lab Performance with Six Sigma
Andrew HarteLaboratories can be a taxing environment in which to implement Lean and Six Sigma. Labs are not the same as manufacturing – where Lean and Six Sigma got their start – because they typically have more variability in workload, less operational focus, less process reliability and longer task cycle times. However, through creative adaptation of…
Case Study: Implementing an Automated Time and Attendance System
Stephen OlsonCompanies lose an average of 5 percent of revenue annually due to payroll process inefficiencies, errors and fraud. Leaders at Océ Business Services, a provider of outsourced document process management services, estimated that their company had an even greater opportunity because of their outsourcing model – employees based on client premises supporting thousands of individual…
Delivering Record Products without Delays: A DMAIC Case Study
Sridhar BakthavatchalamThe record label Music Co. was experiencing a high number of incident tickets regarding its digital release planning system, mostly as a result of delays in a release, reported by the sales team. To help deliver their record products in a more timely fashion, the organization used the DMAIC roadmap to uncover the causes of…
Reducing Variability with DOE – A Case Study on Propagation of Error (POE)
Mark J. AndersonThe Therabath paraffin therapy bath (pictured below) is a durable medical device that holds one gallon of molten paraffin wax. Sufferers of osteoarthritis use it for physical therapy. They dip their hands repeatedly in the heated bath, which helps loosen stiff joints. The wax then slowly solidifies as a glove, producing further therapeutic benefits via…
The Path of Least Resistance: Is There a Better Route?
Ann LoreeDriven by nationwide technologist shortages, an industry-wide focus on quality and rising consumer demand, healthcare is feeling the pressure to deliver more with less. Given this challenging environment, some organizations have come to the conclusion that taking the path of least resistance may not be the best approach. For many, delivering quality patient care is…
Case Study: Using np Charts To Address On-Time Medication Delivery
Michael J. Cleary, Ph.D.Hy Sedrate, director of quality for St. Recover in the Longrun Hospital, has been worried about his organization’s future, and more specifically about his own future. St. Recover has been acquired, through a series of complex arrangements, by Santa Cura Hospitals, a large regional organization made up of some two dozen hospitals and clinics. Sedrate…
Medical Transcription Six Sigma Case Study
Today’s industrial black belt typically trains for six months. Seventy-five percent of this training time is spent learning theory, and the balance is spent in practice. Often when the black belt returns to the real world to tackle inefficiencies, he finds that there are no takers for his logic and passion – his Six Sigma entreaties fall on…
Coronary Artery Bypass Grafts: Six Sigma Breakthrough
Daniel SloanSix Sigma, 6s, is nothing more, and nothing less, than the use of science to solve problems. Scientific evidence that a breakthrough medical solution is genuine is statistical evidence. Though altruism and evidence influence medical treatments, economic pressure drives improvement. Multi-million dollar savings created by “beating heart” or “off-pump” coronary artery bypass outcomes are a…
Software Vendor Partnership Cost Reduction with Six Sigma
Business Issue A multibillion-dollar software manufacturer needed to drive down the total $191 million annual cost of supplying its workers with continuously updated workstations. Both the software manufacturer and its primary vendor/supplier were in the midst of an aggressive cost cutting initiative that would lead to a new compensation model. The initial, first year targeted…
HMO Formulary Standardization Six Sigma Breakthrough
Business Issue All medications are not created equally. Reopro (generic name: abciximab), Integrilin (generic name: eptifibatide) and Aggrastat (generic name: tirofiban) are all platelet-inhibiting drugs used in cardiac care. Each is priced differently. They act on patients in slightly different but clinically significant ways. The key critical to quality issue in healthcare is patient safety….
Using Six Sigma to Improve Clinical Quality and Outcomes
Mark Van Kooy, M.D.Appropriately implemented, Six Sigma clearly produces benefits in terms of better operational efficiency, cost effectiveness and higher process quality. Perhaps less obvious – and until recently less documented – is the impact it can make in clinical areas such as infection control and medication delivery. Clinicians are often receptive to Six Sigma given its familiar scientific and…
Read-Rite Low FPY Manufacturing Case Study
Joel AmilRead-Rite Philippines is the manufacturing site for the Tape Head Business Unit, and the core competency is assembly and test. Read-Rite Philippines manufactures magnetoresistive tape heads to the entry level through mid-range tape drive markets, with products such as Travan, DLT (Digital Linear Tape), SLR (Scalable Linear Recording) and SDLT (Super DLT). The Elite Sigma…
Six Sigma Software Development Case Study
Gary A. GackThis article illustrates the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) process using an organization that develops software packages as an example. The Six Sigma DMAIC approach to process improvement provides a powerful mechanism for improving the software process. Typical benefits will exceed costs within 6 to 12 months from initiation of a Six…