SIX LEAN SIX SIGMA CASE STUDIES

Case studies should demonstrate the practical application of what we have learned in the classrooms or online in real-world situations. This bundle includes case studies from various industries and shows how Six Sigma methodology was applied to solve the problem and achieve the targets. These case studies are derived from our team's experiences with the projects led by Lean Six Sigma teams across these industries.

The documents included in this bundle contain:
•  Detailed methods used.
•  Outcomes as a result of that.
•  Effective application of tools and techniques.
•  Statistical analysis to validate several hypotheses before implementation and innovative tools and concepts, which made the teams complete the projects with successful outcomes.

The following case studies are included in this bundle:

1. Customer Satisfaction (CSAT) Survey and Analysis -

One of the typical approaches followed in Customer Satisfaction analysis is to equate the area of weakness with the priority of improvement and increase investment to improve those areas. This approach may not be practically significant, neither may it help the company gain true bottom-line benefits.

For example, suppose the customer has low satisfaction with "Pricing" and high satisfaction with "Customer Service." In that case, that does not mean that there is no need to continually improve "Customer Service" and that the topmost priority for the company is to improve "Pricing." "Customer Service" may be the very reason the customers decide to buy company's products and they may expect even further improvement in this area. On the other side, the customer may not like the "Pricing" but may find it reasonable given other considerations.

This case study demonstrates how to identify the overall CSAT level with specific dimension (factor) of the company that will enable the company to take a comprehensive approach to improve end-customer processes and determine priority items for improvement by assessing the extent to which each factor affects CSAT at the company-level.

Number of pages: 46
Type of document: PDF

2. CSAT Survey Summary - A PowerPoint presentation detailing the report from the case study in #1.

3. Employee Satisfaction

This case study details how customer needs were analyzed, such as improving Employee Satisfaction through Hygiene-Motivational factor ratings and how the organization's Exit and Retention process efficiency can be improved. It demonstrates the use of statistical methods ranging from ANOVA to Logistic Regression to identify factors that significantly affect the satisfaction level of an employee.

Interpretations from four different analyses are explained in detail, along with recommendations for the next steps. The situation is common to all organizations, so this case study might stimulate ideas for your organization if it conducts an employee satisfaction survey or plans to understand the top three reasons why employees quit the company.

Number of slides: 11
Type of document: PowerPoint

4. Call Center Support Costs and Customer Satisfaction

Most IT services businesses realize that their clients have choices and, within the same pricing range, they gravitate to the support organization where the service is best.

This case study discusses a company that had built up a reasonable capability in Six Sigma only for its management to realize improvement was not as simple as forming a project team and turning them loose on the problem.

The goal for the project was to "Increase the call center's industry-measured customer satisfaction rating from its current level (90th percentile = 75 percent) to the target level (90th percentile = 85 percent) by the end of the fourth quarter without increasing support costs."

The business case was about "Increasing the new business growth from 1 percent to 4 percent (or better), which would increase the company's gross revenues by about $3 million. If the company can do this without increasing our support costs per call, it should be able to realize a net gain of at least $2 million."

Number of slides: 64
Type of document: PowerPoint

5. A Six Sigma Case Study-Tutorial for IT Call Center in SIX parts.

In this case study of an IT services business, benchmarking helped quantify what the business already knew ? its competitive position was not secure. There are several ways the company might have responded to the challenge. After working through the benchmarks and other data and with the help of a Black Belt, they were able to distill enough clues and evidence in the top-level industry figures to select a DMAIC project they could sponsor with facts and supporting data.

This case study is an extended version of the previous case study and walks you step-by-step through the DMAIC phases applied to the problem.

Number of pages: 33
Type of document: PDF

6. Product Support Service

This case study discusses Six Sigma Methodology (DMAIC), leadership, tools & techniques used to solve a support service problem of an IT company. This case study is a six sigma project completed by a software organization and follows the characterize and optimize roadmap of the six sigma methodology. It demonstrates how the combination of tools and techniques applied logically to the practical problem leads to improved average performance and reduces the degree of variability of the process.

Number of slides: 50
Type of document: PowerPoint

7. IT Systems - Rational Sub-grouping

This is a unique example, a case study that demonstrates the use of Rational Subgroups. The case study includes an example of a project that handles the problem with COPQ (Cost of Poor Quality) that resulted into

•  Loss due to the no. of defects produced due to high fanout count
•  Loss in % of development time due to high variability between and within teams
•  Loss of customers/customer loyalty

The rational subgrouping of the data was done to

•  Determine if the overall frequency of flows has been consistent as the design progressed.
•  Explore the homogeneity within teams.
•  Determine the variation in performance across teams.

Statistical and graphical tools such as Control Charts, Box Plots, Homogeneity of Variance (HOV), ANOVA (Interval Plot) Fishbone diagrams were effectively used during the project.

Number of slides: 31
Type of document: PowerPoint

8. Finance - Days to Pay

This case study focuses on the practical problem often encountered in finance - Improving days to pay for all payments on equipment. It demonstrates effective application of Stakeholder Analysis, use of tools such as SIPOC, Process flow diagram, descriptive statistics, Fishbone analysis, Pareto, HOV, F-test and ANOVA.

The case study also outlines a detailed change plan, Before-after comparison, critical X's to focus on, and practical tips to solve the problem.

Number of slides: 29
Type of document: PowerPoint

Get this bundle today to learn the practical application of Six Sigma in projects.