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.
Highlights
In the business world, the increase in global competition and the relentless pursuit of operational excellence are important factors for any organization that seeks a better position in the market
One of the practices that has been widely used in the business world and recognized as one of the most effective methods is the integration of Lean philosophy with the Six Sigma methodology
The present study aims to implement the Lean Six Sigma methodology in the service units in the Minas Gerais regional
Summary
In the business world, the increase in global competition and the relentless pursuit of operational excellence are important factors for any organization that seeks a better position in the market. One of the practices that has been widely used in the business world and recognized as one of the most effective methods is the integration of Lean philosophy with the Six Sigma methodology 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. The academic relevance of this work is reinforced by the possibility of suggesting to other researchers the use of this methodology in any area, even in the area of services, so that it is possible to identify opportunities for process improvements, eliminate waste and generate benefits for the entire business chain As it is a case study, the results obtained should be considered only as parameters, as they bring specific characteristics of the studied company.
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